Voice

An agent built from the Voice agent template 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 natural language and choosing options from a touch-tone menu to resolve issues faster.

You can create a new agent in Copilot Studio. From the Home or Create page, under Explore agents, select Voice.

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

Learn more about regional settings.

Prerequisite

• Copilot Studio Account

Voice-enabled capabilities

The Voice agent includes several voice-related features:

• The Telephony channel is turned on by default.
• The Speech & DTMF (Dual Tone Multi Frequency) modality is available by default.
• A 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.
• DTMF-enabled multiple choice options in the question node.
• The test 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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