voice chat with PVA

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Posted on by saurabh_talele

Can i develop Voice enabled PVA?

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HenryJammes on at

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Hi @saurabhtalele,

Yes, either with native voice integration that's possible with Dynamics 365 Omnichannel for Customer Service (Configure Power Virtual Agents bots for voice | Microsoft Learn), or by connecting PVA with a third-party solution, AudioCodes VoiceAI Connect. There is a good step-by-step guide on how to set it up with PVA in the "PVA in a Day" materials: https://aka.ms/PVAIAD (chapter 16 of the student package).

Russ Williams created this article on creating PVA voice-bots: How to create a PVA Voice-bot | LinkedIn

Henry

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saurabh_talele 94 on at

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The evolution of Power Virtual Agents - YouTube

In this
I like that mike, so how can add that in my bot

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HenryJammes on at

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Hi @saurabhtalele,

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:

But 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)
The product teams look at this feedback to prioritize features in future waves.

Thank you
Henry

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