Customer service is moving beyond traditional chatbots and conversational IVRs.

With Microsoft Copilot Studio's Customer Conversation Harness, organizations can build AI-powered service agents that engage customers across chat and voice channels, access enterprise knowledge, perform business actions, and collaborate seamlessly with human representatives. Integrated with Dynamics 365 Customer Service, Dynamics 365 Contact Center, and Teams Phone Agents, these agents become part of a modern customer engagement platform rather than a standalone bot.

In this session, we won't just talk about the architecture, we'll build it together. Starting with a customer service scenario, we'll create an agent from the ground up using Copilot Studio's Customer Conversation Harness and evolve it into a modern customer engagement solution.

As we build, you'll learn how to design customer-facing AI agents that go beyond the limitations of traditional IVR systems. We'll connect enterprise knowledge, integrate business processes, automate service actions, and enable seamless transitions to human representatives when required.

Along the way, we'll extend the solution with real-time voice capabilities and explore how Teams Phone Agents and Dynamics 365 Contact Center can bring the same agent experience to voice channels. You'll see how a single agent architecture can power both chat and voice experiences while remaining connected to business applications, service workflows, and support teams.

By the end of the session, you'll have a practical understanding of how Copilot Studio, Dynamics 365 Customer Service, Dynamics 365 Contact Center, and Teams Phone Agents work together to create scalable, enterprise-grade customer engagement solutions that move beyond the conversational IVR toward truly agentic customer service experiences.