Question

A telecom company runs its customer support on a third-party contact center platform (Genesys) but wants to add AI that can autonomously resolve common billing questions by grounding on Dynamics 365 Customer Service knowledge articles and case data. The support operations team wants to deploy this capability inside their existing Genesys voice and chat channels without replacing the platform. As the solutions architect, which approach best meets these requirements?

Accepted Answer

Build a Copilot Studio agent grounded on the Dynamics 365 knowledge and case data, then integrate it into Genesys as a voice and chat agent via the Contact Center channel/telephony integration

Answer

Deploy Copilot in Dynamics 365 Customer Service and instruct agents to copy responses into the Genesys interface manually

Answer

Migrate all contact center operations to Dynamics 365 Contact Center so the Copilot agent can run natively

Answer

Create a prompt-and-response agent in Copilot Studio and publish it only to Microsoft Teams for supervisors to reference during calls