Organizations want to offer conversational, AI-powered voice self-service, but choosing the right architecture is not straightforward. Do they need a full contact center platform, or can a more focused solution built with Teams Phone Agents and Copilot Studio meet the same business need?

In this demo-driven session, we will solve one customer service scenario in two different ways, both using ServiceNow as the backend platform:

- Dynamics 365 Contact Center with Copilot Studio voice agents
- Teams Phone Agents built with Copilot Studio

You will see how each approach handles the customer conversation, knowledge retrieval, ticket creation, escalation, and transfer to a human agent. We will then compare the architectures and discuss their strengths, trade-offs, complexity, and extensibility.

This is not a competition with a predetermined winner. By the end of the session, you will have a practical decision framework for evaluating both approaches and choosing the path that best matches your organization's requirements, existing platforms, and AI-powered voice strategy.