Copilot Studio introduces customer conversation harness in public preview
🤖 Microsoft introduced the customer conversation harness in public preview for building customer-facing agents across voice and chat.
The new experience brings together specialist sub-agents, organizational knowledge, connected tools, and human handoff, including contact center integration through Microsoft Contact Center Intelligence.
- Voice and chat share an omnichannel agent experience, with generative skills and structured topics working together.
- Agent 365 governance makes agent ownership, permissions and usage visible to administrators.
- Copilot Credits apply through usage-based billing.
Many capabilities are available in public preview; others will roll out over the coming weeks. Microsoft says per-agent model selection is planned for general availability.
Partner briefing
- What it is
Public preview of a purpose-built customer conversation harness in Copilot Studio.
- What’s changing
Supports omnichannel voice and chat, specialized agents, generative and deterministic interactions, enterprise knowledge and human handoff. Some features remain planned.
- Why it matters
Provides a unified way to build and govern customer-facing conversational agents while preserving existing contact center integration options.
- Who it affects
Copilot Studio makers, customer service solution partners and contact center integrators.