Dynamics 365 Contact Center: Copilot and AI innovation - Use agentic simulations to evaluate contact center setup

<p><strong>Agentic simulations</strong> are an AI-driven capability of Service Operations Agent that enable organizations to evaluate how their contact center behaves under realistic customer conditions before those conditions occur in production.</p> <p>Administrators define simulation scenarios using natural-language prompts. Agentic simulations then generate realistic synthetic conversations, runs them end-to-end through the configured contact center, and calculates the contact center KPIs.</p> <p><strong>What problems it helps solve</strong></p> <ul> <li><p><strong>Readiness of self-service experiences</strong>: Assess how AI agents handle real customer intents, variations in behavior, and edge cases.</p> </li> <li><p><strong>Effectiveness of assisted service flows</strong>: Validate routing, assignment logic, and service representative experience in human-assisted scenarios.</p> </li> <li><p><strong>Confidence in scale and load readiness</strong>: Understand how configurations and operations perform under realistic volume and fix any reliability and latency issues.</p> </li> <li><p><strong>Preparedness of service representatives</strong>: Enable safe practice and evaluation using realistic customer interactions without impacting live customers.</p> </li> </ul> <p><strong>Key capabilities</strong></p> <ul> <li>Natural-language prompt interface for defining simulation scenarios</li> <li>Simulation of varied customer intents, personas, and behaviors</li> <li>End-to-end execution across AI agents, routing, and configurations</li> <li>Out-of-the-box KPI dashboards and scorecards</li> <li>Reusable and saved prompts, including canned scenarios</li> <li>Safe, pre-production execution with no impact on live customers</li> </ul> <p>Agentic simulations are currently available for the voice channel in the English language only. They support flows without Dual-Tone Multi-Frequency (DTMF)-based menu interactions and up to five conversations in a simulation.</p> <p>Business Value:</p> <p>Every contact center decision, such as deploying an AI agent, adjusting routing, onboarding new staff, or preparing for higher volumes, ultimately answers the same question:<br> “Will this work as expected when real customers arrive?”</p> <p>Agentic simulations provide a clear, data-backed answer before changes reach production.</p> <p>By generating realistic customer conversations and running them end-to-end through the contact center, organizations can see how their self-service, assisted service, and operational setup behave under real-world conditions. Instead of relying on assumptions, limited testing, or post-go-live corrections, teams gain measurable insight into experience quality, readiness, and scale.</p> <p>This feature transforms how contact centers operate:</p> <ul> <li>Experience quality improves because AI agents and service representatives are evaluated against realistic scenarios.</li> <li>Operational risk decreases because configuration and routing issues are identified early.</li> <li>Time to value accelerates because onboarding, training, and change validation happen faster.</li> <li>Scale becomes predictable because load behavior is understood before demand increases.</li> </ul> <p>Agentic simulations turn uncertainty into confidence, helping organizations ship changes faster, train teams better, and deliver consistent customer experiences at scale.</p> <p>Enabled for:</p> <p>Enabled for admins/makers/marketers automatically</p>