Microsoft Copilot Studio introduces real-time voice agents while Dynamics 365 adds new agents

Announcing new agentic customer experience capabilities in Dynamics 365 and Microsoft Copilot Studio across the entire customer lifecycle.

For years, customer experience (CX) leaders have navigated hard tradeoffs between better service and lower costs or faster resolution and deeper personalization, all while customer expectations continue to rise and teams are asked to do more with aging systems and flat headcount. Scaling growth meant scaling people. But that model has its limits.

What's changed is agentic CX. AI can now move beyond simply assisting work to helping automate routine, predictable tasks throughout the customer journey. That shift frees teams to focus on the moments that require uniquely human skills including judgment, empathy, and creativity. And it has the opportunity to completely transform customer experience into a critical growth engine for organizations that adopt it now.

Today, we're introducing real-time voice agents in Microsoft Copilot Studio and new agents in Dynamics 365 Contact Center, Dynamics 365 Sales, and Dynamics 365 Customer Insights.

New real-time voice agents in Microsoft Copilot Studio

Voice becomes even more critical in the era of AI to build trust and resolve complex high-stakes issues. According to research from Metrigy, "82% of all interactions use voice, either initially or as an escalation."

We're excited to announce the general availability of real-time voice agents in Copilot Studio, supporting the next generation of real-time voice models, extending traditional Interactive Voice Response (IVR) by using natural and flexible conversations with generative AI. Now, customers can simply talk like they normally would-without having to follow rigid pre-defined prompts. As customers move seamlessly between self-service and human support, the system carries context forward, so customers don't need to repeat themselves.

Copilot Studio is Microsoft's enterprise agent building platform allowing IT to build, manage, and deploy sophisticated custom agents. In addition to allowing customers to build custom agents, we're bringing real-time voice capabilities to pre-built agents in Dynamics 365 Contact Center-available starting today.

Customers want a single, continuous conversation with the brands they love. Instead, they often experience fragmentation because AI in contact centers is often deployed as disconnected tools-self-service, agent assist, quality, and operations-leading to lost context and broken experiences.

Dynamics 365 Contact Center addresses this by treating the customer journey as a single, connected experience rather than a series of isolated moments. With the Customer Assist Agent, Quality Assurance Agent, and Service Operations Agent, AI spans the full contact center lifecycle, from self-service and agent assistance to quality management and operational governance.

This isn't about replacing our customer teams-it's about allowing them to do what they do best: being there for customers when they really need them. By taking the drudgery out of back office work, agentic AI can recommend the next best action and do the heavy lifting behind the scenes, giving our teams more time to support customers and driving better outcomes for both customers and employees.

Customer Assist Agent (generally available) manages high-volume requests across voice and digital channels, carrying context through to resolution, including support for the real-time voice agents discussed above and proactive communication. Real-time voice agents, built and configured in Copilot Studio, support natural speech, interruptions, and multi-language switching to help resolve common issues efficiently and in the way that customers prefer to communicate.

Quality Assurance Agent (generally available) continuously evaluates both AI and human interactions, tracking quality, sentiment, compliance, and resolution effectiveness in real-time, so supervisors can intervene earlier and coach their teams more effectively. Service Operations Agent (public preview) enables leaders to set up, configure, and optimize contact center operations through a guided, conversational experience without requiring deep technical expertise.

Together, these agents span the entire customer lifecycle, from self-service to operations, continuously learning from every interaction to deliver smarter, higher-quality customer experiences.

Agentic sales: Turning signals into momentum

Sales teams don't lose deals because they lack data. They lose momentum managing it. Today, we're introducing five new agentic features in Dynamics 365 Sales that automate routine work, keep data current, and proactively drive next best actions, keeping deals moving forward with greater speed and confidence.

Smarter signals give sales leaders a clearer, real-time view of the business so they can act sooner and drive opportunities forward. In complex deals, momentum often breaks when customer communications are scattered across emails, meetings, and documents, but Sales Opportunity Agent (generally available)acts as an AI deal brain synthesizing insights across Dynamics 365 and Microsoft 365 to surface risk early, flag shifts in engagement, and guide sellers to the next best actions without manual analysis or context switching.

Alongside it, new Operations Research (generally available for Premium customers) in Sales Research Agent (generally available) brings together pipeline, operational, and financial signals, so leaders walk into forecast calls with clarity on revenue health, risk, and confidence.

Two new agentic features that we're announcing today are designed to increase seller productivity, help keep customer relationship management (CRM) data accurate, and move deals forward. Data Enrichment (generally available for Premium customers) and Recommended Actions (public preview for Premium customers) connect signal directly to action automatically keeping CRM fields like budget, contacts, and close dates up-to-date while surfacing the most impactful next step across leads, opportunities, and accounts right where sellers already work.

With Voice to CRM notes for Outlook and Microsoft 365 mobile applications (public preview), sellers can simply speak to capture updates, such as logging notes, updating opportunities, and surfacing what matters next-reducing manual effort while improving data quality and deal velocity wherever work happens.

AI-driven data enrichment will improve the quality, consistency, and completeness of customer data in Dynamics, reducing administration for every person on the sales teams while improving our ability to action, analyze, and improve customer outcomes.

Agentic customer insights: From campaigns to conversations

Conversational Journeys (generally available) in Dynamics 365 Customer Insights and Dynamics 365 Contact Center lets marketers, service reps, and sellers design multi-channel journeys that include AI-powered two-way conversations. Conversational Journeys is already available for phone interactions, and we are expanding this capability to SMS.

Now, the same continuity currently available in voice is extended to text for even more convenience to customers. Users can create AI agents that understand intent, adapt in real-time, and complete tasks end-to-end, stepping in with a human only when it truly matters. The result is simpler service resolution and more growth potential, with marketing teams able to drive action directly within a text whether it's a reminder, a reorder, or a loyalty moment.

Get started with agentic CX: Real-time voice agents are available now

Ready to get started with these new agents? Connect with your Microsoft sales representative to explore upgrading to Premium or contact sales to learn more. For additional details, check out the Copilot Studio blog on real-time voice agents and our technical Dynamics 365 Contact Center blog, which dives deeper into the three new agents.

Note: Some of the capabilities described are in preview and subject to change. Customer examples are provided for illustrative purposes only. Results may vary. AI-generated insights should be reviewed by qualified personnel before action is taken.