Introducing Multilingual Voice Agents in Dynamics 365 Contact Centre—Tailor Customer Experience

Exceptional customer experiences are synonyms for business success. According to CSA research, 75% of consumers are more likely to repurchase if after-sales care is offered in their native language.

Traditionally, businesses use Dynamics 365 Contact Centre to provide customer support in their native language. To achieve this, they had to deploy separate bots for each language to provide multilingual support.

This approach increased complexity, slowed deployments, and complicated maintenance. To address these challenges, Microsoft has introduced multilingual voice agents, which allow you to handle customer interaction in different languages using a single bot.

Multilingual Voice Agents—Simplified Support

Copilot Studio now supports multiple languages within a single bot, allowing voice agents to utilise IVR bots without the need for separate bots for each language. This advancement simplifies processes and reduces complexity.

Key Features of Multilingual Voice Agents

Businesses can benefit from a wide range of features that the multilingual voice agents in Dynamics 365 Contact Centre offer. Here are them:

Unified Voice Agent

There is no longer a need for separate bots for each language because a single voice agent can now support many languages. This speeds up deployment and simplifies maintenance. Businesses can use a single bot to handle calls in many languages thanks to the voice agents' utilisation of Copilot Studio's capabilities.

Language Switching During a Call

Depending on their input, such as choosing a language from a menu, customers can change the language during a call. Customers can converse in their favourite language without having to hang up or dial a new number, guaranteeing a smooth and customised experience.

Language-Based Routing

Contact centres have the option of using a single number that supports several languages or assigning individual phone numbers for each language. The voice agent provides a seamless interface right away by starting the discussion in the appropriate language. In multilingual areas where a single phone number serves all clients, this capability is especially helpful.

Escalation to Service Representatives

Administrators can set up routing rules to forward calls to a customer service agent who speaks the same language when the voice agent is unable to answer a customer's question or when the client asks human assistance. This guarantees the effective and efficient handling of complicated problems.

Benefits for Businesses

Businesses can get several benefits by using multilingual voice agents, such as lowering operational complexity and providing better, more individualised customer service.

Reduced Total Cost of Ownership

The complexity and expense of maintenance are decreased by managing a single bot for several languages. To ensure consistency and streamline the process, updates and new features are concurrently implemented across all languages.

Enhanced Implementation

Centralised management enables companies to introduce new features and upgrades more quickly, guaranteeing that all clients take advantage of the most recent advancements. As a result, downtime is decreased, and the deployment process is accelerated overall.

A Better Experience for Customers

Customer support via multilingual voice workers is more effective and individualised. Consumers' pleasure and loyalty are increased when they can communicate in the language of their choice. The service is made even more convenient and user-friendly by the ability to switch between languages while on the phone without having to dial various numbers.

How to Get Started

Use these procedures to set up multilingual voice agents in the Dynamics 365 Contact Centre:

Set Up Voice-Enabled Agents

Configure the voice-enabled agent in Copilot Studio and define the languages the voice channel supports. Ensure that the agent supports all the languages that the voice channel supports.

Configure Language Settings

Add phone numbers to the workstream and configure language settings to match the agent's primary or secondary languages. The agent will use its primary language if the languages don't match. If you enable transcription for a voice channel, the transcript will be displayed in the language the agent detects.

Define Routing Rules

Set up language-based routing rules to ensure calls are directed to the appropriate agent or representative based on the customer's language. This involves configuring work classification rulesets for unified routing.

Monitor and Optimise

View metrics for multilingual agents to monitor performance and identify areas for improvement. Regularly update and optimise the voice agents to ensure they meet customer needs effectively.

Real-World Application

Imagine a large retailer with a contact centre that supports customers who speak multiple languages. Previously, they needed separate bots for each language, making things complicated and slowing down deployments. With multilingual voice agents, the retailer can handle all customer calls using one phone number, quickly switching languages mid-call based on customer input. This simplifies the process and enhances the customer experience by providing support in the customer's preferred language.

By leveraging these capabilities, businesses can provide a more inclusive and efficient customer service experience tailored to the diverse needs of their global customer base. The introduction of multilingual voice agents in Dynamics 365 Contact Centre marks a significant advancement in customer service technology, enabling businesses to quickly deliver exceptional support across multiple languages.

Dynamics Square: Helping You Leverage Multilingual Voice Agents in a Better Way

Dynamics Square is an experienced Microsoft Solutions Partner in London with 14+ years of experience. We have a team of 150+ consultants that work closely with your organisation to customise and implement this innovative technology.

We provide end-to-end support to set up multilingual voice agents, helping you maximise efficiency and deliver exceptional customer experiences. With our expertise, your business can effectively leverage multilingual voice agents to reduce costs, accelerate deployment, and create a customer service environment.

Revolutionise the way you connect with your customers with Dynamics Square.

FAQs

1. What are the prerequisites for configuring multilingual voice agents?

You need to have a voice-enabled agent configured in Copilot Studio. Ensure the languages supported by the voice channel are set as primary or secondary languages for the agent in Copilot Studio.

2. How can I configure a multilingual voice agent?

In the Contact Center admin center or Customer Service admin center, add a phone number to the workstream and configure the language settings. Ensure the language of the voice channel matches either the primary or one of the secondary languages of the agent.

3. What happens if the languages don't match?

If the languages don't match, the agent will use its primary language. If transcription is enabled, the transcript will be displayed in the detected language. If the agent switches to a language not supported by the channel, the transcript will revert to the primary language of the channel.

4. Can I use a single voice channel for multiple languages?

Yes, you can configure a single voice channel with one phone number that supports multiple languages.

5. What should I do if I receive a warning about language mismatches?

The application will display a warning if the languages configured in the voice channel don't match the languages supported by the agent. You should ensure that all languages are correctly configured to avoid this issue.

6. How do I add a new language to an existing voice channel?

In the workstream settings, add the new language to the voice channel. Ensure the agent supports this new language to avoid any warnings.