microsoft
-
Copilot Studio – DTMF Only Mode in IVR
Recently one of my LinkedIn contacts reached out with an excellent question about Microsoft’s Omnichannel for Customer Service and Copilot Studio BOTs …. “With a new style Copilot Studio voice enabled BOTs, can we disable voice input?”. In this post I will address this question.
-
Copilot Studio – New Style Voice BOTs
Microsoft have recently published updates to the voice channel which allow us to use the newer style Copilot BOTs in voice scenarios. In this post I will explore some of the voice specific extensions.
-
Copilot – Create Knowledge Articles From Resolved Cases
There is a new feature in Dynamics 365 Customer Service that will aid the creation of knowledge articles, agents can now use copilot to generate a suggested knowledge article based on the case content. In this post I will explain how this new feature operates.
NEIL PARKHURST 