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

Agentic simulations 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.

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.

What problems it helps solve

Readiness of self-service experiences : Assess how AI agents handle real customer intents, variations in behavior, and edge cases.

Effectiveness of assisted service flows : Validate routing, assignment logic, and service representative experience in human-assisted scenarios.

Confidence in scale and load readiness : Understand how configurations and operations perform under realistic volume and fix any reliability and latency issues.

Preparedness of service representatives : Enable safe practice and evaluation using realistic customer interactions without impacting live customers.

Key capabilities

Natural-language prompt interface for defining simulation scenarios

Simulation of varied custo…