Dynamics 365 Contact Center – Information regarding the end of support for Customer Intent Agent in Voice
On July 17, 2026, the Customer Intent Agent in Voice feature in Dynamics 365 Contact Center reached end of support. How does this affect me? Voice interactions that previously relied on this feature for AI-driven customer intent detection will no longer benefit from its capabilities, and no new data will be generated by this feature following the end-of-support date. What action do I need to take? We have developed the Realtime Voice capability of the Customer Assist Agent, which is our recommended path for voice self-service scenarios in Dynamics 365 Contact Center. Realtime Voice is designed to support more natural, responsive conversations while giving organizations a better foundation for combining structured business logic with AI-powered voice experiences. If you currently use Customer Intent Agent for Voice, we recommend reviewing your existing scenarios and recreating the experiences that you wish to continue using Realtime Voice agents. Message ID: MC1437544
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