Copilot Studio – New Style Voice BOTs
Microsoft has released updates to the voice channel, allowing for the use of newer style Copilot BOTs in voice scenarios. These BOTs have capabilities that make it easier to create complex IVRs. Upgrading the voice channel in Omnichannel for Customer Service is mandatory to use these newer style BOTs for voice IVRs and post-call surveys. When creating new voice BOTs, it is recommended to use the provided template to ensure all required system topics are included. The voice settings in the BOT settings allow for customization, including enabling silence detection timeout and adjusting speech collection options. SSML tags can be used to customize how the BOT speaks, and properties can be set to control behavior, such as allowing or disallowing barge-in on messages. DTMF and questions can be used to create interactive IVRs, and synonyms and properties can be set to enhance the user experience.
Article 10m
Login now to access my digest by 365.Training
Learn how my digest works
Features
- Articles, blogs, podcasts, training, and videos
- Quick read TL;DRs for each item
- Advanced filtering to prioritize what you care about
- Quick views to isolate what you are looking for right now
- Save your favorite items
- Share your favorites
- Snooze items you want to revisit when you have more time