Dynamics 365 Contact Center AI Agents: What They Do and How to Add Telegram and Viber
Dynamics 365 Contact Center now has three built-in AI agents. Customer Assist Agent answers customers across voice and digital channels and hands complex requests to a human. Quality Assurance Agent evaluates the quality of every conversation. Service Operations Agent helps configure the contact center itself. Billing is based on actual usage through Copilot Credits. The messengers most popular in Ukraine are not among the built-in channels and have to be connected separately.