Now available in Frontier preview
Incoming calls don’t wait for a break in your day. Whether you’re leading a meeting or juggling back-to-back commitments, every new call creates the same dilemma: answer and risk losing momentum, or ignore it and risk missing something important.
We're excited to announce intelligent call delegation as an AI-powered experience that can answer your incoming Teams calls and schedule follow-up appointments on your behalf. This capability helps users focus on engaging with the calls that matter most and is available through the Frontier program.
What is intelligent call delegation?
Here's how the experience works:
- After turning on intelligent call delegation in the Teams Call settings, it answers an incoming call on your behalf and starts a conversation with the caller, helping filter out spam and capturing context so you can understand why the caller is contacting you.
- When a call is time-sensitive, intelligent call delegation identifies the urgency and attempts a live transfer so you don’t miss out on important conversations.
- When a call isn't urgent, intelligent call delegation offers the caller the option to leave you a voicemail or book a follow-up appointment on your calendar through an integration with Microsoft Bookings.
- After every screened call, Copilot automatically generates a summary with key topics, caller context, and suggested next steps, enabling you to act quickly instead of reading full call transcripts.
The result: reduced interruptions, fewer missed opportunities, and an easier way to connect with the most important callers.
Intelligent call delegation in action
Here are a few example use cases for how this experience can help workers stay more focused and responsive throughout the day.
Resolve what's urgent
A supply chain manager in a live meeting receives a call from a supplier about a delayed shipment to the warehouse. Intelligent call delegation screens the call, identifies it as urgent, and attempts a live transfer. The supply chain manager glances at the summary context in the transfer notification, steps out of the meeting to accept the call, and successfully resolves the issue.
Let AI handle the noise
A sales director is working on a time-sensitive deliverable and gets three non-urgent calls in an hour. Intelligent call delegation handles each one: it screens out a spam call, directs a colleague to leave a voicemail, and schedules a callback appointment with a customer prospect. All without a single interruption.
Catch up on high priority calls in seconds
Intelligent call delegation answers several incoming calls on behalf of a consultant while she’s in back-to-back meetings. The consultant later opens the Calls app in Teams to review the intelligent recaps for each call handled through call delegation, which include AI-generated notes about the reasons for the calls and suggested follow-ups. The consultant identifies an issue from an important client and prioritizes an immediate callback.
Get started today
Intelligent call delegation is available via the Frontier program. Organizations can join Frontier to get early access to Microsoft’s latest AI innovations. Learn more about how to set up and use intelligent call delegation.
Service limits may apply at the call level and across monthly tenant usage. Licensing details and usage limits are subject to change and additional information will be communicated at general availability.
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