Dynamics 365 Contact Center - Information regarding the end of support for Customer Intent Agent in Voice

🚨 The Signal: Dynamics 365 Customer Intent Agent in Voice reached end of support. This impacts AI-driven customer intent detection, requiring migration to Realtime Voice for continued functionality and enhanced AI capabilities.

The Impact

Dynamics 365 administrators are affected by the deprecation of an AI feature, requiring migration to maintain voice self-service functionality.

• Dynamics 365 administrators: Must reconfigure AI voice experiences.
• Voice self-service users: May experience service disruption if not migrated.
• Data privacy teams: Need to review data handling for the new AI capability.

The Action

1. Identify existing Dynamics 365 Customer Intent Agent in Voice scenarios.
2. Review documentation for Dynamics 365 Customer Assist Agent's Realtime Voice capability.
3. Recreate necessary voice self-service experiences using Realtime Voice agents.
4. Validate the functionality and security posture of the newly configured Realtime Voice agents.

Domain: Agentic-AI · Impact: medium · Workload: M365 Apps