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Posts Tagged ‘MicrosoftCopilotStudio’

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Live Agent Transfer in Copilot Studio Using D365 Omnichannel – Step-by-Step Implementation

Welcome to Part 2 of this blog series! In Part 1, we discussed the high-level architecture and use case for enabling live agent transfer from a chatbot. In this post, I’ll walk you through the actual steps to build this feature using: Copilot Studio D365 Omnichannel for Customer Service Customer Service Workspace Customer Voice Prerequisites […]

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Live Agent Escalation in Copilot Studio Using D365 Omnichannel – Architecture and Use Case

With the increasing use of AI chatbots, businesses often face one key challenge: when and how to seamlessly hand over the conversation from a bot to a human agent. In this two-part series, I’ll walk you through how we used Microsoft Copilot Studio and Dynamics 365 Omnichannel to build a live agent escalation feature. Part […]