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Real-time voice agents deliver a natural, fluid, and context-aware conversational experience that goes beyond traditional interactive voice response (IVR) systems. A real-time voice agent supports fully voice-driven interactions: customers speak to the agent and receive a spoken response instantly. This capability introduces a new way to engage with voice agents by using real-time audio instead of text or menu-based flows. It makes conversations feel more human, responsive, and intuitive.
Note
- This article provides introductory information about configuring a real-time voice agent. Learn about basic voice agents in Basic voice agents overview.
- Learn more about developing voice agents in Overview of real-time voice agent design optimization.
The following table describes the capabilities provided by real-time voice agents:
| Capability | Description |
|---|---|
| Natural language understanding | Understands caller intents without requiring specific phrases or menu options |
| Voice-first design | Purpose-built for spoken interaction with a natural conversation flow |
| Real-time responsiveness | Minimal latency with instant turn-taking and natural pauses |
| Context awareness | Maintains conversation state and references previous interactions |
| Multilingual support | Understands and responds in multiple languages |
| Flexible integration | Connects with CRMs, knowledge bases, APIs, and Power Automate flows |
| Deterministic control | Combines AI conversation with structured topic flows for compliance and consistency |
Prerequisites
Before you begin, ensure you have the following license, role, and permission prerequisites in place:
- Dynamics 365 Contact Center with Voice channel and call routing
- Omnichannel administrator role with permissions to configure voice channel and workstream
- Copilot Studio for agent creation and configuration
- Copilot Studio maker role with permissions to create and configure agents
Note
- For the most complete and up-to-date Copilot Studio licensing and billing information, refer to the Microsoft Copilot Studio Licensing Guide.
- For the most complete and up-to-date Dynamics 365 Contact Center licensing and billing information, refer to the Microsoft Dynamics 365 Licensing Guide.
Regional prerequisites
This feature uses an AI model deployed with a Global Standard deployment. Data might be processed globally, outside of the resource's Azure geography, but data storage remains in the AI resource's Azure geograpy.
Learn more in Understanding deployment types in Microsoft Foundry Models and Data, privacy, and security for Azure Direct Models in Microsoft Foundry.
Warning
As of April 2026, the real-time voice AI model is hosted in North America only.
North America customers: Full support, no extra configuration
Customers outside North America: Must allow cross-geo processing (audio sent to US-hosted models)
EU Data Boundary customers: Cannot use Real-time Voice (EU regulations prohibit cross-geo processing to the US)
Responsible AI and compliance notice
Microsoft's safety and responsible AI evaluations found safety-relevant behavioral limitations that might result in a higher risk that the agent produces potentially harmful content. Customers should take steps to mitigate these risks as further detailed in the transparency note for real-time voice agents
You are solely responsible for using Dynamics 365, this feature, and any related feature or service in compliance with all applicable laws. Customers are also responsible for complying with Microsoft policies. These policies include the Microsoft Enterprise AI Services Code of Conduct.