{How to} Use IVR with Omnichannel for customer service in Copilot Studio
Hello Everyone,
Today i am going to share my thoughts on using IVR with Omnichannel for Customer Service in Copilot Studio.
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Let’s get started.
To use Interactive Voice Response (IVR) with Omnichannel for Customer Service in Microsoft Copilot Studio, you must integrate a voice-enabled agent into your Dynamics 365 environment. This allows the agent to handle phone calls, process keypad inputs, and escalate to live representatives when necessary.
Prerequisites:
Licensing: Ensure you have valid Copilot Studio and Dynamics 365 Customer Service licenses with the voice channel enabled.
Environment: Your agent and Dynamics 365 instance must be in the same geographical region.
Phone Number: Acquire a number through Azure Communication Services or use your own carrier (BYOC)
Setup Steps:
1. Configure the Agent in Copilot Studio:
1. Open your agent and navigate to Settings > Channels.
2. Select Dynamics 365 Customer Service (Under Customer Engagement Hub) and click connect.
3. Enabled Voice capabilities to allow speech recognition and DTMF (keypad) inputs.
2. Establish Handoff to Live Agents:
1. Go to Manage > Agent Transfers in Copilot Studio.
2. Select Omnichannel and enable it to ensure a seamless transition with full conversation history and variables.
3. Configure the Voice Workstream in Dynamics 365:
1. In the Customer Service Admin Centre, create a new voice workstream.
2. Link your acquired phone number to this channel.
3. Add your Copilot Agent to the workstream to act as the primary IVR.
Key IVR Capabilities:
DTMF Input: Customers can use their phone keypad for single- or multi-digit processing.
Speech Customisation: Use SSML (Speech Synthesis Markup Language) to adjust tone, pitch and speed.
Barge-in Control: Determine if customers can interrupt the agent while it is speaking.
Silence Detection: Configure the agent to handle pauses by triggering retries to reprompts.
That’s it for today.
I hope this helps.
Malla Reddy Gurram aka @UK365GUY
