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Message ID: MC1065728
We are announcing the Recognize one of multiple entities in a single utterance feature for Dynamics 365 Contact Center. This feature allows agent designers within Microsoft Copilot Studio to attach more than one entity for recognition onto a question node, providing additional flexibility for customer self-service. This feature will reach general availability on May 30, 2025.
How does this affect me?
On the Microsoft Copilot Studio authoring canvas, first define and create the entities you wish to capture. Next, create a question node and craft the prompt to the user. Then on the question node:
- Under “Identify,” select “One of Multiple Entities”
- Select “+ New Entity” and select from the Entity picker
- Repeat for all applicable entities
What do I need to do to prepare?
This message is for awareness and no action is required.
Source: Microsoft
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The recent announcement regarding the “Recognize one of multiple entities in a single utterance” feature for Dynamics 365 Contact Center is set to make waves for both admins and users alike. This enhancement will empower agent designers within Microsoft Copilot Studio to attach multiple entities to a single question node, which is akin to giving your favorite superhero the ability to multitask—now they can save the day while keeping an eye on multiple villains!
For admins, this means greater flexibility and efficiency in developing customer self-service options. The ability to recognize multiple entities in one go can streamline the process, making it easier to manage complex inquiries and enhance the overall customer experience. It’s like upgrading from a bicycle to a sports car—everything becomes faster and more efficient!
On the user side, this change promises to improve the interaction quality. Customers will appreciate the seamless experience of having their queries understood more accurately, making them feel heard and valued. After all, who doesn’t enjoy a little less back-and-forth when trying to get assistance?
As for the impact of these changes, they are likely to be significant. By allowing for more nuanced conversations, businesses can expect to see improved customer satisfaction and potentially increased loyalty. Plus, it opens the door for more innovative uses of the platform—who knows what creative solutions users will come up with next?
In conclusion, while no immediate action is required, it’s an exciting time for Dynamics 365 users and admins. I encourage everyone to share their thoughts or experiences related to this update. How do you think this feature will change the way we interact with customers? Let’s keep the conversation going! For more insights and updates, be sure to check out additional posts at mwpro.co.uk.