Microsoft has announced the launch of a new multilingual voice agent for its Dynamics 365 Contact Center, designed to enhance customer service interactions across 26 languages. This new feature enables brands to deploy conversational autonomous agents that can communicate in languages such as Chinese, Japanese, Portuguese, and Turkish.
Unlike other multilingual contact center solutions that require separate bots for each language, Microsoft’s approach allows businesses to support multiple languages through a single voice agent. This streamlined process simplifies operations and reduces complexity for organizations managing diverse customer bases.
The multilingual voice agent also boasts the ability to switch languages during a call, based on customer input. For example, if a customer selects a language from a menu, the agent will automatically adjust to that language for the remainder of the interaction.
Furthermore, businesses can assign dedicated phone numbers for each language, ensuring that the voice agent can initiate conversations in the correct language based on the number dialed. If the bot supports the voice channel’s primary language, it will begin the conversation in the caller’s preferred language, enhancing the overall customer experience.
In cases where the voice agent is unable to resolve an issue or when a customer requests human assistance, Microsoft’s solution includes a feature for routing calls to a live agent. Administrators can set rules to ensure calls are escalated to a human representative fluent in the customer’s chosen language, ensuring a seamless transition to support.
This new multilingual functionality marks a significant advancement for contact centers, improving efficiency while catering to the needs of global customers.
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