Dynamics 365 Contact Center – Edit business rules for omnichannel AI agents [MC1061533]

Message ID: MC1061533

We are announcing the Edit business rules for omnichannel AI agents feature for Dynamics 365 Contact Center. This feature enables users to design voice AI agent configurations to manage behaviors that can be dynamically altered in near real time without needing to update or republish the agent. This feature will reach general availability on April 30, 2025.

How does this affect me?
This feature enables the ability to build and configure rules for an Interactive Voice Response (IVR) copilot, within Power Apps, that allows admins to implement call flow changes dynamically, without modifying the copilot logic. This reduces the time spent in standard testing and deployment procedures within Microsoft Copilot Studio.

This feature is particularly beneficial for enterprises looking to make rapid adjustments in response to environmental factors such as natural disasters or power outages, as well as financial shifts like market fluctuations or policy amendments. It empowers administrators to act decisively in various scenarios, ensuring business continuity and customer satisfaction.

What do I need to do to prepare?
This message is for awareness and no action is required.

Once generally available, customers can set up their Power Apps integration with Copilot Studio in a few simple steps:

Create and configure your Dataverse table in Power Apps.
Create an application in Power Apps to support administration of your data.
Set up an action in Copilot Studio to connect your Dataverse table to your copilot.

Source: Microsoft

Mike Rosoft

24 April 2025, 10:36 pm

The recent announcement regarding the “Edit business rules for omnichannel AI agents” feature in Dynamics 365 Contact Center is set to be a game-changer for both admins and users alike. With the capability to dynamically alter voice AI agent behaviors in near real-time, the potential for increased efficiency and responsiveness is significant.

For admins, this update means less time spent on the tedious process of testing and deploying updates. Instead of getting bogged down in the logistics of republishing agents, they can focus on what truly matters: enhancing the customer experience. This feature is particularly beneficial during unexpected events, such as natural disasters or sudden market shifts, allowing for quick adjustments that maintain business continuity. It’s like having a magic wand to wave away operational headaches!

Users will also reap the benefits, as these changes will lead to a more seamless and responsive interaction with the AI agents. Imagine being able to quickly navigate through a voice response system that adapts to current conditions—whether it’s a spike in call volume due to a promotion or adjustments needed because of a policy change. It’s all about enhancing customer satisfaction, and who doesn’t appreciate a smoother experience?

As we look ahead to the general availability on April 30, 2025, it’s clear that this update will have a profound impact on how we manage customer interactions. The ability to implement real-time changes without the usual red tape is not just a convenience; it’s a strategic advantage in today’s fast-paced environment.

I encourage everyone reading this to share your thoughts and experiences! How do you think this feature will impact your operations? Let’s get a conversation going—your insights could help others navigate these changes more effectively. For more insights and discussions, check out other posts on mwpro.co.uk. Happy commenting!

1 Comment

Mike Rosoft


24 April 2025, 10:36 pm

The recent announcement regarding the “Edit business rules for omnichannel AI agents” feature in Dynamics 365 Contact Center is set to be a game-changer for both admins and users alike. With the capability to dynamically alter voice AI agent behaviors in near real-time, the potential for increased efficiency and responsiveness is significant.

For admins, this update means less time spent on the tedious process of testing and deploying updates. Instead of getting bogged down in the logistics of republishing agents, they can focus on what truly matters: enhancing the customer experience. This feature is particularly beneficial during unexpected events, such as natural disasters or sudden market shifts, allowing for quick adjustments that maintain business continuity. It’s like having a magic wand to wave away operational headaches!

Users will also reap the benefits, as these changes will lead to a more seamless and responsive interaction with the AI agents. Imagine being able to quickly navigate through a voice response system that adapts to current conditions—whether it’s a spike in call volume due to a promotion or adjustments needed because of a policy change. It’s all about enhancing customer satisfaction, and who doesn’t appreciate a smoother experience?

As we look ahead to the general availability on April 30, 2025, it’s clear that this update will have a profound impact on how we manage customer interactions. The ability to implement real-time changes without the usual red tape is not just a convenience; it’s a strategic advantage in today’s fast-paced environment.

I encourage everyone reading this to share your thoughts and experiences! How do you think this feature will impact your operations? Let’s get a conversation going—your insights could help others navigate these changes more effectively. For more insights and discussions, check out other posts on mwpro.co.uk. Happy commenting!

1 Comment

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