One signal

Microsoft has made real-time voice agents in Copilot Studio generally available in North America through Dynamics 365 Contact Center. The premium mode handles low-latency, interruptible, speech-to-speech calls with real-time reasoning, and conversation context carries forward to human agents when a call needs escalating.

Why it matters

Launch templates cover the contact-centre staples: billing and payments, order and reservation support, eligibility checks, appointment scheduling and account management. Microsoft says the capability will extend to Teams Phone and more channels over time, with additional regions and languages to follow. The claims, including that over 80% of Fortune 500 firms now run active agents built on its low-code tools, are Microsoft's own. But if your contact centre has been waiting for a supported path beyond scripted voice flows, that path is now generally available.

Discuss: Which contact-centre calls would you hand to a real-time voice agent today, and which would still need a guaranteed human on the line?

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