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Dynamics 365 Contact Center uses a unified architecture where specialized AI agents are mapped to critical outcomes of the contact center organizations, such as customer self-service and service representative productivity; conversation quality and contact center health; and contact center setup and conversation lifecycle management. These agents work together in a continuous learning loop, combining AI-driven actions with human oversight to continuously improve service operations.
In the site map of Copilot Service admin center, select Contact Center Agents. The Contact Center Agents page appears where you can view and manage the AI agents for your contact center. Each agent serves a distinct role across the contact center lifecycle.
Customer Assist Agent
Supports customer interactions by combining autonomous self service with real-time assistance to service representatives.
- Understand customer intents and resolve issues
- Assist representatives during live interactions
- Proactively contact customers
Quality Assurance Agent
Delivers quality, compliance, and coaching insights to ensure interactions meet standards.
- Monitor and evaluate conversations for quality issues in real time
- Evaluate the net conversation quality after conversation is over
- Enable supervisors to monitor and act on conversations with quality issues through timely alerts
- Deliver real-time coaching nudges powered by live quality scoring for immediate improvement in customer experience
Service Operations Agent
Supports conversational configuration, operational management, and troubleshooting of issues in contact center through a centralized AI-powered administration experience.
- Provision and configure contact center components with guided conversational experiences
- Validate configurations and troubleshoot operational issues across contact center workflows
Related information
Real-time voice agents
Configure proactive engagement
Use Quality Assurance Agent
Use Service Operations Agent
Configure conversation orchestration (preview)