Building Voice Agents with Teams Phone and Copilot Studio

Microsoft is bringing conversational AI directly into Teams Phone — and in this session, we will build it live, step by step, rather than just talk about the architecture.

You'll see how a Teams Phone Agent can greet callers, answer questions based on enterprise knowledge sources, handle appointment scheduling, and intelligently route calls through conversational routing based on intent and context — all out of the box and without writing custom code.

When interactions require organization-specific business processes — such as prescription refills, outage reporting, account inquiries, claims processing, service requests, or invoice status checks — a custom Voice Agent built in Microsoft Copilot Studio takes over seamlessly through either hand-off or direct dial integration.

Beyond the technology, we'll focus on the business value of AI-powered voice experiences:

* Reduce call center workload through automation of routine inquiries
* Improve customer and employee experiences with 24/7 self-service
* Accelerate response times and first-contact resolution
* Scale service operations without proportional increases in staffing
* Create a consistent conversational experience across channels
* Extend existing Teams Phone investments with AI-driven capabilities

This is a highly practical session. We will walk through the actual implementation process in Teams Admin Center and Microsoft Copilot Studio, covering resource accounts, classic orchestration, dynamic routing using tags, and the integration patterns required for production deployments. We will also highlight the pitfalls, configuration challenges, and lessons learned that are often overlooked in demos but become critical in real-world projects.

Using realistic scenarios from healthcare, banking, pharmacy, and utilities, you'll gain a clear understanding of where conversational AI delivers measurable business outcomes today—and where human expertise should remain part of the process.

What attendees will learn
A proven setup approach for both integration patterns: hand-off and direct dial
How to connect Teams Phone Agents with custom Copilot Studio voice agents
Best practices for conversational routing and intelligent call transfer
Common implementation challenges and how to avoid them
Where AI-powered voice automation delivers the highest business value
How to design scalable customer service and employee support experiences using the Microsoft ecosystem