Dynamics 365 Contact Center – Audio Files in IVR

Dynamics 365 Customer Service

The article discusses the use of Speech Synthesis Markup Language (SSML) in Copilot Studio to control accents, pauses, and emphasis in an IVR.
SSML can also be used to play audio clips within messages in the IVR.
Audio files for playing in the IVR need to be publicly available on the internet.
The author uploaded a keyboard typing sound effect clip to their WordPress blog for demonstration purposes.
SSML code can be created to play audio clips in messages in Copilot Studio.
The author added keyboard clicks as a latency message to indicate the BOT is "thinking" during long-running actions in the IVR.
Properties in Copilot Studio can control when and how long the audio clip will play during latency messages.
Adding audio clips to IVR messages can enhance the customer experience and provide feedback during interactions.

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