AI in Teams Calling

Teams Phone Agent is now available in Teams, allowing you to build intelligent voice experiences that can handle customer calls no longer requires complex or expensive third‑party solutions. With Microsoft Teams Auto Attendants, organizations can already create structured call flows — within the Microsoft 365 platform — these call flows can become significantly more dynamic, helpful, and conversational.

In this session, we’ll explore how AI can be applied to call flows in Microsoft Teams to assist callers with common questions, guide them to the right information, and reduce the load on human operators. Instead of rigid “press‑1‑for‑this” menus, generative AI enables more natural interactions where callers can simply explain what they need — and be understood.

We’ll look at how AI‑assisted voice experiences can:

• Answer frequently asked questions about your business
• Help callers navigate services and departments more easily
• Decide when a handover to a human is needed
• Route calls intelligently to the right person or team in Teams

The focus will be on practical, real‑world scenarios: simple call flows handled automatically, combined with seamless escalation to people or more advanced workflows when required.

By the end of the session, you’ll have a clear understanding of how generative AI can enhance call handling in Microsoft Teams — and how AI‑powered call flows fit naturally into existing Auto Attendant and Teams Phone solutions.