Dynamics 365 Contact Center - Use enhanced customer-first direct callbacks

🚨 The Signal: Dynamics 365 Contact Center introduces AI-powered direct callbacks, allowing administrators to configure callback profiles. This feature enhances customer experience but requires careful configuration to prevent potential social engineering vectors.

The Impact

Administrators are affected by new AI configuration options, posing a risk of misconfiguration leading to social engineering or data exposure.

• Security Teams: Risk of misconfigured AI leading to social engineering.
• Administrators: New configuration options require careful security review.
• Customers: Potential for impersonation if callback profiles are compromised.

The Action

1. Review and understand the 'callback profiles' configuration options in Copilot Service admin center.
2. Define secure greeting messages and retry logic within callback profiles to prevent abuse.
3. Implement least privilege for administrators managing callback profiles.
4. Regularly audit callback profile configurations for unintended access or misconfigurations.

Domain: Agentic-AI · Impact: medium · Workload: Other