Question

A retail bank operates a Contact Center and wants to deploy an agent that answers inbound phone calls, understands spoken customer questions about account balances and card issues, and responds using natural spoken audio. The architect must ensure the agent behaves conversationally over the telephony channel, handling interruptions (barge-in) and dynamic turn-taking. Which agent behavior and design choice should the architect prioritize when configuring this Copilot Studio agent?

Accepted Answer

Enable voice mode for the agent and connect it to the telephony channel so it processes real-time speech input and streams synthesized speech output

Answer

Configure the agent's reasoning behavior with extended chain-of-thought so it can compose longer text replies that are later read aloud by an external IVR

Answer

Rely on Computer Use to have the agent operate the contact center desktop UI on behalf of the caller

Answer

Build the interaction entirely with static Copilot Studio topics and disable generative orchestration to guarantee scripted responses