Generative AI IVR streamlines customer service, but automation alone isn't enough. AI handles routine queries, yet human agents provide empathy, judgment, and problem-solving. This post explores how to balance both using Microsoft Copilot Studio, ensuring efficiency without losing the human touch.
Copilot
A collection of 14 posts
Optimizing Speech in Copilot Studio: Tips for Voice-First IVR Systems
Businesses can improve their self-service capabilities and reduce agent workload when they integrate voice-enabled copilots through customer service platforms. Copilot Studio offers the latest speech IVR technology that has dual-tone multi-frequency input, silence detection, and barge-in control.
Enhancing IVR Systems with Generative AI: A Microsoft Approach
Generative AI is reshaping IVR systems. Discover how to transform your customer service with Microsoft Dynamics Customer Service and Copilot Studio for intelligent, voice-optimized, and efficient interactions.
Autonomous Agents will be key to transforming business processes in 2025
Autonomous agents with AI will transform businesses by automating tasks, enhancing decisions, and boosting efficiency. They act independently and learn. Implementing involves assessing needs, choosing solutions, and addressing data.
Introducing Dynamics 365 Contact Center: A Game Changer
Dynamics 365 Contact Center integrates generative AI and Copilot, enhancing customer service with personalized communication, efficient CRM integration, and real-time analytics for operational excellence
Get Started with Knowledge Assist in Dynamics 365 Customer Service
Knowledge Draft Assist in Dynamics 365 Customer Service enables agents to create knowledge articles from cases, enhancing efficiency and customer satisfaction by streamlining knowledge management.
Microsoft Build Unveils Transformative Updates to Power Apps
At Microsoft Build, key updates to Power Apps include Copilot Studio for automating processes, data integration, and publishing Copilot extensions. Power Automate introduces AI-driven workflows and new automation features. Power Apps enhancements also feature native Git integration and coauthoring.
The Balance of AI and Human Capital: A New Perspective on Change Management
In the landscape of AI and human capital, our focus on change management and AI adoption has revealed a promising future. It encompasses a holistic strategy that considers the nuances of OCM and EPPM, ensuring that human capital remains at the forefront.