Microsoft has recently released this feature which offers a fantastic potential for customer service and voice-based bot interactions. You can now expand the scope of support by allowing customers to interact with bots using their voice. Integrate those chats with Dynamics 365 Customer Service for escalation to a human agent.
With Power Virtual Agents, you can contextually hand off escalated Power
Virtual Agents sessions to live (human) agents using the Chat Add-in for Dynamics 365 Customer Service. You can also connect both voice-based and text-based bot conversations by installing extension solutions that link your bot with Dynamics 365 Customer Service.
The Power Virtual Agents telephone extension adds a number of additional actions and
variables that can be used by Power Virtual Agents chatbots to understand, reply to, and
transfer voice calls to the bot.
This is a great feature and offers excellent extensibility for many of our customers’ Support Operations.
