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Enable Voice in power virtual agent

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Posted on by Community Power Pla...

We are creating a chatbot using voice or speech option. Currently we are not able to integrate the speech.
We have tried with Preview option but that is not showing the Speech tab in the settings menu.

Please provide us video or any technical documentation on enabling Voice in Power Virtual Agent.

with regards,

srivaradhan

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HenryJammes on at

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Re: Enable Voice in power virtual agent

Hi @Anonymous,

Native telephony integration had been presented as part of the initial release announcement and materials back in May 2022, but it is no longer part of this release.
As you can see below, the release plans have been removed from the 2022 release wave 2:

As you can see in the unified authoring canvas in preview, speech design remained in scope (with SSML support, etc.). It is just natively connecting to the Azure Communication Services telephony that was removed.

That said, voice integration with Power Virtual Agents is possible:
Either natively through the voice channel in Dynamics 365 Omnichannel for Customer Service (built over Azure Communication Services),
Or through 3rd-party AudioCodes Voice AI Connect. There’s a good step-by-step guide to quickly set up AudioCodes integration and test it, in https://aka.ms/PVAInADay, in chapter 16 of the student package. On AudioCodes, we also published a customer story about Rabobank who handles up to 30,000 daily calls that use PVA as the IVR and using AudioCodes: Microsoft Customer Story-Rabobank streamlines and personalizes customer support with AI powered virt....

If native telephony support is important for you in PVA, can I ask that you share more on the business case here? PVA Telephony Channel Support - Microsoft PVA Feature Requests | Product Roadmap (productboard.com)
Product teams look at this feedback to prioritize features in future waves.

Thank you
Henry

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