AB-250: Transforming Contact Center Experiences with AI in Dynamics 365

By Microsoft · Question Mode

QuestionQ26

Configure agents and AI capabilities

A company is designing an IVR solution that must:

  • Process natural-language requests that are not predefined.
  • Route calls by using predefined menu options.

You need to configure orchestration methods for the system. How should you configure the solution?

Select
Handle requests that are NOT predefined.
Handle predefined requests.
Explanation

Generative AI orchestration handles open-ended natural-language requests by interpreting intent and dynamically selecting actions or topics. Deterministic IVR routing rules are appropriate when call paths are defined in advance through menu options.

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