Microsoft Dynamics 365 reposted this
I’m excited to share my latest blog on modernizing IVR with AI voice in Dynamics 365 Contact Center. Traditional IVR has served contact centers well, but customer interactions are increasingly too complex, dynamic, and multi-step for rigid menu trees and scripted flows. In this post, I explore how Customer Assist Agent brings together generative reasoning, deterministic control, enterprise data, and real-time voice to create more natural, contextual, and outcome-driven customer experiences. Voice remains the front door to the contact center. It’s time for that front door to understand intent, adapt in real time, and improve with every conversation. Would love to hear your thoughts. https://lnkd.in/e_ApQ8JF Adhitya Vidyasankar Sonel R. Jamie Flores Aleksey Sinyagin