Dynamics 365 Contact Center - Real time coaching with Quality Assurance Agent

🚨 The Signal: Dynamics 365 Contact Center gains real-time AI coaching for agents. This introduces AI-driven guidance during live customer interactions, potentially impacting data handling, privacy, and the integrity of customer service operations.

The Impact

Dynamics 365 administrators and security teams are affected by new AI capabilities that introduce data privacy and integrity risks.

• Dynamics 365 Administrators: Must configure and monitor AI coaching, ensuring data privacy and ethical use.
• Security Teams: Need to assess AI agent's access to sensitive data and potential for misuse or data leakage.
• Compliance Officers: Must review AI-driven coaching against data retention, privacy, and regulatory requirements.
• Contact Center Agents: Receive real-time AI guidance, which could influence customer data handling and interaction quality.

The Action

1. Review Copilot Service admin center for Quality and Coaching configurations.
2. Assess data flows and access permissions for the Quality Assurance Agent.
3. Develop or update policies for AI agent interaction monitoring and data privacy.
4. Conduct a privacy impact assessment (PIA) for real-time coaching features.

Domain: Agentic-AI · Impact: medium · Workload: M365 Apps