Copilot Call Delegation brings AI call screening to Teams (Full Transcript)

[00:00:00] Speaker 1: Incoming calls don't wait for a break in someone's day. Introducing Copilot Call Delegation, designed to help you focus on the Microsoft Teams phone calls that matter most. This new capability uses AI to answer incoming calls on your behalf, to filter out spam and gather context, so you can decide whether to answer with confidence. It can even help callers schedule follow-up appointments on your calendar. Let's see it in action. Here, a materials supplier calls his customer to discuss a delayed shipment.

[00:00:36] Speaker 2: This call is being recorded. Hi, you've reached Dakota's line. I'm their AI assistant. May I ask who's calling?

[00:00:44] Speaker 3: Hi, this is Alex Rivera. I'm the fulfillment operations manager at Northwind Materials.

[00:00:51] Speaker 2: Hi Alex, what can I help you with today?

[00:00:54] Speaker 3: I'm calling to talk with Dakota about a delayed delivery. It's for P0481. The item has been delayed in our warehouse, and delivery is now scheduled for next week. I want to discuss rush delivery options in case the shipment is needed sooner.

[00:01:08] Speaker 2: Got it. Is this an urgent matter that you need to discuss with Dakota right away?

[00:01:14] Speaker 3: Yes, it's time sensitive.

[00:01:16] Speaker 2: Let me try to connect you with Dakota. I'll put you on a brief hold. I wasn't able to reach Dakota right now. Would you like to leave a voicemail or schedule some time to speak with them?

[00:01:34] Speaker 3: I would like to schedule time with Dakota today at around 3.30pm Pacific Time. The appointment title is shipment delivery options. My callback number is 123-555-0100.

[00:01:49] Speaker 2: Let me confirm the details I have. We're booking for today at 3.30pm Pacific. The title is shipment delivery options. And your callback number is 123-555-0100. Does that sound correct?

[00:02:05] Speaker 3: That's correct.

[00:02:06] Speaker 2: Great. I'll go ahead and book that for you. Please hold on for a moment. All set. The appointment is booked for today at 3.30pm Pacific. Anything else I can help with?

[00:02:17] Speaker 3: I'm all set. Thanks.

[00:02:21] Speaker 1: After the call ends, the Teams phone user doesn't have to read through the full discussion transcript to understand what happened. Copilot automatically summarizes the call, so the user can scan the call at a glance. For more detail, the user can select View Recap. This opens a comprehensive recap that includes AI-generated notes and suggested next actions. The call recording and full transcript are also available for review. Setting up call delegation is fast and easy. Just navigate to your call settings in Teams. Then select Set up Copilot Call Delegation to get started. This opens the settings. Start by turning on Call Delegation to enable the experience. Next, choose how you want calls to be screened. You can have Call Delegation automatically screen calls, manually decide when to screen, or turn screening off entirely. You can also tailor these settings based on whether it's an external caller or an internal contact from inside your organization. Do you have priority contacts, like your manager, who should always reach you directly? Select Manage Priority Access to choose contacts whose calls should never be screened. You can also customize the message that greets callers. Want to hear what the experience sounds like from the external caller's perspective? Select Make a test call. Finally, configure the remaining options. You can filter likely spam, automatically transcribe and record the calls it takes, and, through an integration with Microsoft Bookings, let callers schedule follow-up time on your calendar.