Dynamics 365 Contact Center IVR Copilot agents are designed by using Microsoft Copilot Studio. It designs these agents based on a customer's business needs, which guides a caller's experience in the interactive voice response (IVR) session. To allow scalability and facilitate quick changes in your IVR flow, such as broadcasting messaging, you can create rules by using Microsoft Power Apps and then integrate them into your Copilot agent. This approach allows businesses to make real-time changes to the Copilot agents without needing to modify or republish the agent.
