Summary
- Customer Intent Agent in Voice for Dynamics 365 Contact Center has reached end of support.
- Voice scenarios that depended on AI-driven customer intent detection from this feature will no longer receive that functionality or new data.
- Microsoft recommends moving voice self-service scenarios to Realtime Voice in Customer Assist Agent.
- If you still use Customer Intent Agent for Voice, review existing scenarios and recreate the experiences you want to keep using the recommended replacement.
Primary Service: D365 Apps
Admin Impact: High
User Impact: Medium
Release Start: 23 Jul 2026
Release End: 23 Jul 2026
Services: D365 Apps, Dynamics
Category: Stay informed
Tags: Retirement
History
7/23/2026 Item Added to Message Center
Microsoft Message
On July 17, 2026, the Customer Intent Agent in Voice feature in Dynamics 365 Contact Center reached end of support.
How does this affect me?
Voice interactions that previously relied on this feature for AI-driven customer intent detection will no longer benefit from its capabilities, and no new data will be generated by this feature following the end-of-support date.
What action do I need to take?
We have developed the Realtime Voice capability of the Customer Assist Agent, which is our recommended path for voice self-service scenarios in Dynamics 365 Contact Center. Realtime Voice is designed to support more natural, responsive conversations while giving organizations a better foundation for combining structured business logic with AI-powered voice experiences.
If you currently use Customer Intent Agent for Voice, we recommend reviewing your existing scenarios and recreating the experiences that you wish to continue using Realtime Voice agents.