Set Up AI Chat Agent

AI chat agents are able to answer customer questions through a chat channel. They use a Microsoft Copilot agent within a Chat IVR.

Below are the steps to setup a AI Chat Agent:

1. Create a Copilot agent. See Copilot Agents.

2. Create a Chat IVR and add a Copilot Agent block. Select the configured agent in that block. See Set Up Chat IVR.

3. Create a chat link for the IVR. This connects the chosen channel to the flow. See Set Up Chat Link.

When a customer starts a chat, the IVR sends it to the Copilot agent. The agent handles the conversation in the existing chat interface. When it escalates the conversation, the IVR continues at the block configured after the Copilot Agent block.

For example, an AI agent can answer product questions. Configure its escalation topic to transfer unanswered billing requests. The next IVR block transfers to a chat queue. A live agent then receives the escalated chat.