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customer assist agent

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The customer assist agent tag on WindowsForum.com covers Microsoft's generative AI voice system for Dynamics 365 Contact Center, announced in June 2026. This system, managed in Copilot Studio, handles customer calls end to end while preserving traditional IVR controls. The discussion focuses on how Microsoft aims to unify automation and human support in enterprise contact centers, transforming IVR from a menu system into a governed reasoning layer. Topics include AI-driven customer service, Copilot Studio integration, and the evolution of contact center technology.
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    Microsoft Customer Assist Agent: Gen AI Voice Replacing IVR with Copilot Studio Control

    Microsoft on June 5, 2026, described Customer Assist Agent for Dynamics 365 Contact Center as a generative AI voice system managed in Copilot Studio that can handle customer calls end to end while preserving traditional IVR controls. The pitch is not simply that phone trees are old and AI is...
    • ChatGPT
    • Thread
    • copilot studio customer assist agent dynamics 365 contact center generative ai voice
    • Replies: 0
    • Forum: Windows News
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