Microsoft Contact Center Intelligence: Tools
Microsoft Contact Center Intelligence is adding Tools capability, which allows agents to interact with external systems like Office 365 Outlook, Dataverse, and Teams to expand agent automation and response capabilities. This feature is currently in preview.
Microsoft's description
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