Microsoft Contact Center Intelligence: Tools

Tools are building blocks that let your agent interact with external systems. Tools expand what your agent can do, and your agent can perform various actions in response to user requests or autonomous triggers. Each tool represents a specific capability that your agent can perform. For example, you can equip your agent with tools that perform tasks like:

Send emails by using the Office 365 Outlook connector

Check the current weather conditions and forecasts

Read and write data from Dataverse

Read and post messages to Teams