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Set up a multilingual contact center

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Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Important

Power Virtual Agents capabilities and features are now part of Microsoft Copilot Studio following significant investments in generative AI and enhanced integrations across Microsoft Copilot.

Some articles and screenshots might refer to Power Virtual Agents while we update documentation and training content.

Agents are increasingly serving global and diverse customers who speak multiple languages, so it's important that the communication tools they use are able to work across languages.

You can configure a phone number in a workstream that allows the customer to choose the language in which they speak, and choose the language of the bot.

Prerequisites

Add a phone number to the workstream and configure language settings

  1. In the Customer Service admin center or Omnichannel admin center (deprecated) app, go to the voice workstreams, and then select the workstream to configure the phone number.

    Important

    Omnichannel admin center is deprecated. Use the Customer Service admin center app for admin tasks across Customer Service.

  2. Select Edit next to the pencil icon, and then on the Voice settings page, select the number to add to the workstream, and then select Next.

  3. On the Language tab, select Add primary language. A language page is displayed, where you set the primary language for the channel. You can add more languages to this voice channel, and each language has its own settings. The Primary language is the first language the bot uses to greet the customer. Your organization can have one phone number that services multiple languages, rather than have multiple phone numbers, each with one language, and then ask customers to call the right number.

  4. Select the type of hold and wait music you want the customer to hear.

  5. In Voice profile, select a voice, voice style, speaking speed, and pitch for the bot.

    Important

    Make sure that you select a neural voice because standard voice will be deprecated on August 31, 2024. For existing voice workstreams, you must update to neural voice before July 2024. If you don't update, Microsoft Dynamics 365 team will migrate the settings for you by end of July, 2024. More information: Upgrade to Text-to-Speech Neural Voice  by 31 August 2024

  6. Turn on the Post-call survey toggle if you want the bot to present a survey to the customer at the end of the call. If this feature is turned on, the call will automatically get transferred to the survey bot after the agent hangs up.

  7. After you finish configuring the settings, select Confirm.

    Screenshot of the language settings for the voice channel.

Create language-specific routing rules

Define the language-based routing rules. More information: Configure work classification rulesets for unified routing

Considerations

A few things to consider when you configure your bots for multilingual contact center are as follows:

  • The language of the bot must be the same as the language set in the voice workstream to which the bot is attached.
  • You can configure different geographic locales for the bot and voice workstream. For example, you can set English-UK in the voice profile and English-US in the bot.
  • The bot's accuracy depends on the similarities between locales. However, if you configure different locales, the preconfigured entities for the bot, such as zip code, might not be accurate.

See also

Introduction to the voice channel
Azure Cognitive Services - speech to text
Set up a multilingual bot in Copilot Studio