Microsoft launched three AI agents within its Dynamics 365 Contact Center platform. The agents include Customer Assist, Quality Assurance, and Service Operations. These tools automate operations to support Microsoft’s “Agentic Contact Center” strategy.
Customer Assist and Quality Assurance are now generally available. Service Operations is in public preview for U.S. customers.
Microsoft also released real-time voice agents in Copilot Studio. These agents integrate with the Dynamics 365 platform. The launch integrates AI into enterprise software to improve productivity.