Everyone knows it: "Press 1 for sales, press 2 for service." An IVR does what it's supposed to do, but callers don't always find the right option. With an AI voice agent, callers simply say what they need. Dynamics 365 Contact Center offers this, but there are a few things you should know in advance.
What is an IVR?
IVR stands for interactive voice response: a system that answers the phone and helps the caller further using voice or keys. The classic version is a fixed menu. The newer version understands ordinary sentences.
Two types of voice agents
In Dynamics 365 Contact Center, you build voice agents with Copilot Studio. Microsoft distinguishes two types.
Basic voice agents
Basic voice agents follow pre-built conversation flows. They support voice and keys, and callers can interrupt the agent. The agent can also transfer to an employee or an external number.
Real-time voice agents
Real-time voice agents conduct a more natural conversation. The caller doesn't need to use fixed sentences, and the agent remembers what was said earlier. You can link them to your CRM, knowledge base, and Power Automate flows. Where it really needs to be fixed, for example for compliance reasons, you combine AI with fixed conversation flows.
Note if you are in Europe
This is the main point of this article. Real-time voice agents work with different AI models, and they are not equally available everywhere. According to Microsoft, as of July 2026:
- EU Data Boundary: you can use GPT-5-Chat with processing within the region, but that model is still in preview. GPT-Realtime and GPT-Realtime-Mini are not available because they process data outside the region.
- United Kingdom: here too, GPT-5-Chat with processing within the region. The other two models require processing outside the region.
Microsoft also reports that the conversation transcript with this model variant may be incomplete, which can affect analyses and monitoring. So determine in advance if that is acceptable for you.
This changes quickly. Check the current status before making a decision.
And Dutch?
Dutch (nl-NL) is on the list of supported languages for voice agents in Copilot Studio. That doesn't yet say how well the agent understands your customers. Therefore, test with real conversations, names, product codes, and different accents. Flemish callers should also be included if you are active in Belgium.
What does it cost?
According to the Microsoft licensing guide (March 2026 edition), a Contact Center Voice license includes 2,000 voicebot minutes per user per month, bundled at the tenant level. Generative AI is not included: you purchase Copilot Credits separately for that. So also consider consumption, not just licenses.
How to approach it
- Choose a few common questions. Opening hours, the status of an order, a change of address. Don't start with your most difficult process.
- Ensure an escape route. A caller should always be able to reach a human, and they should receive the context.
- Be transparent. Inform that the caller is talking to AI. The European AI regulation expects people to know that.
- Involve your privacy officer early. Conversations contain personal data, and the question of where they are processed has already been addressed above.
- Measure and improve. How many conversations does the agent actually handle? Where do callers drop off?
A practical example: at OVAM we developed conversation flows, help request recognition, and self-service dialogues with Copilot Studio.
Curious about what a voice agent can do for your phone line? Schedule a conversation and we'll take a candid look.
Frequently Asked Questions
Can a voice agent completely replace my IVR?
It can, but it doesn't have to. Key input remains available, and you can also switch over gradually.
Does a voice agent speak Dutch?
Dutch is supported for voice agents in Copilot Studio. However, test the quality in your own practice.
Can I use real-time voice agents within the EU?
As of July 2026, this is possible with GPT-5-Chat, which is still in preview. Check the current status with Microsoft.
