Dynamics 365 Contact Center – Audio Files in IVR

In Dynamics 365 Contact Center, you can add audio clips to your IVR using Copilot Studio. This can be done by using Speech Synthesis Markup Language (SSML) to control how certain phrases are spoken by the BOT. You can also use SSML to play an audio clip within your IVR. To do this, you need to host the audio file on the internet and create SSML code with the URL of the audio clip. Additionally, you can add audio clips as latency messages to provide feedback to customers during long-running actions. This simple enhancement can enhance the customer experience of using your IVR.

Article 8m Neil Parkhurst

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