Dynamics 365 Contact Center – Automate voice calls with Customer Intent Agent

Originally posted by Microsoft Oct 2, 2025 Uncategorized 0 Comments

We are announcing the ability to automate voice calls with Customer Intent Agent in Dynamics 365 Contact Center. This feature will reach general availability on October 31, 2025.

How does this affect me?

Admins will be able to utilize the Customer Intent Agent to automate customer interactions on voice channels with natural human-like conversation and identify caller intent. These capabilities include:

  • Navigating voice conversations naturally and escalate calls to a service representative as needed.
  • Conversing with customers to accurately identify their issues, gather information needed from the customer, and offer suggestions and solutions.

What action do I need to take?

This message is for awareness, and no action is required.

Message ID: MC1163779

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Joao Ferreira

I've been working with Microsoft Technologies over the last ten years, mainly focused on creating collaboration and productivity solutions that drive the adoption of Microsoft Modern Workplace.

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