Dynamics 365 Contact Center – Recognize one of multiple entities in a single utterance

Originally posted by Microsoft May 5, 2025 Uncategorized 0 Comments

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:

  1. Under “Identify,” select “One of Multiple Entities”
  2. Select “+ New Entity” and select from the Entity picker
  3. Repeat for all applicable entities

What do I need to do to prepare?

This message is for awareness and no action is required.

Message ID: MC1065728

Comments are closed.

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.

%d bloggers like this: