Intelligent voicebot via Power Virtual Agents and Microsoft Bot Framework

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts - - Aug 2021

Business value

With speech-enabled Power Virtual Agents, businesses can empower business users to build and update intelligent voice bots that use built-in natural language processing capabilities to engage conversationally with customers and provide personalized self-service always. Bots can be built once and deployed across messaging and voice channels for maximum efficiency and consistency. For more advanced scenarios, businesses can integrate bots built with the Microsoft Bot Framework to work on the voice channel.

Feature details

With this feature, businesses have a familiar bot authoring experience for all customer service bots, across messaging and voice. Customers will enjoy flexible, free-form service experiences, instead of inflexible menu trees. Bots can easily hand off the call to humans agents, with the conversation history and context gathered by the bot. This allows Omnichannel for Customer Service to route the customer from the bot to the best available live agent to provide a seamless, contextual handoff.

The key highlights of this feature include:

  • Enable Power Virtual Agents and Microsoft Bot Framework bots to provide intelligent voicebots on the voice channel.
  • Support for built-in dual-tone multifrequency (DTMF) as a secondary means to interact with the bot.
  • Transfer calls to human agents with full transcript and context.
  • Use bots for post-call surveys.