{How to} Use IVR with Omnichannel for customer service in Copilot Studio

Today i am going to share my thoughts on using IVR with Omnichannel for Customer Service in Copilot Studio.

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.

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)

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.

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.

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.

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