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Voice Agent

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Voice Agent enables users to build a voice-enabled agent that can provide an effective self-service, hands-free solution from a phone to reduce call volume and increase customer service representative productivity. Customers can interact with an agent by using agent natural language and choosing the options (touch-tone) from a menu to resolve the issues faster.

You can create a new agent in Copilot Studio. From the Home or Create page, under Start with a template, select Voice Agent.

Screenshot of the Copilot Studio landing page, highlighting the Voice Agent option.

The primary building blocks of your voice-enabled agent are constructed. Select Create to continue with the agent.

To learn about regional settings, see Regional settings and data locations for organizations using Copilot Studio.

Prerequisite

  • Copilot Studio Account

Voice-enabled capabilities

When you select Voice Agent, an agent is created with several voice-related features included and enabled by default:

  • Telephony channel is enabled by default.
  • The Speech & DTMF (Dual Tone Multi Frequency) modality is enabled by default.
  • The predefined custom topic Main Menu.
  • An expanded version of the Conversation Start system topic that uses Main Menu.
  • Voice-related system topics include:
    • Silence detection
    • Speech unrecognized
    • Unknown dial pad press handles speech-related scenarios correctly
  • DTMF-enabled multiple choice options in the question node
  • The Test agent chat mode is set to Speech & DTMF by default. This mode allows you to verify voice features, such as barge-in and DTMF, in your text input. You can see the speech response from your agent in text form.

Limitations

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