Dynamics 365 Contact Center - Recognize one of multiple entities in a single utterance

Informational

Message ID

MC1065728
View in Admin Center

Services

Dynamics 365 Apps

Details

We are announcing the Recognize one of multiple entities in a single utterance feature for Dynamics 365 Contact Center. This feature allows agent designers within Microsoft Copilot Studio to attach more than one entity for recognition onto a question node, providing additional flexibility for customer self-service. This feature will reach general availability on May 30, 2025.

How does this affect me?
On the Microsoft Copilot Studio authoring canvas, first define and create the entities you wish to capture. Next, create a question node and craft the prompt to the user. Then on the question node:
  1. Under “Identify,” select “One of Multiple Entities”
  2. Select “+ New Entity” and select from the Entity picker
  3. Repeat for all applicable entities
What do I need to do to prepare?
This message is for awareness and no action is required.