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Voice

  • Article

The prebuilt Voice agent 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 prebuilt 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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