Dynamics 365 Contact Center - Equip voice agents with custom voice

🚨 The Signal: Dynamics 365 Contact Center will support custom Azure AI voices for self-service channels. This introduces new attack surfaces for voice impersonation and requires strict governance of AI model access and usage.

The Impact

Security teams and AI governance are affected by the risk of voice impersonation and misuse of custom AI voices.

• Security Teams: New attack vector for voice impersonation and deepfakes.
• AI Governance: Requires robust policy for consent, responsible AI, and model access.
• Admins: Must secure Azure AI Speech resources and D365 connections.
• Legal/Privacy: Need to ensure explicit consent for voice talent and data handling.

The Action

1. Obtain explicit consent from voice talent for custom voice usage.
2. Apply for Microsoft Responsible AI Limited Access approval for Custom Neural Voice.
3. Create and deploy custom voice models securely in Azure AI Speech.
4. Configure secure connections between Dynamics 365 Contact Center and Azure AI Speech via Copilot Service admin center (Channels > Custom AI Voices > Connect custom voice).
5. Implement strict access controls and monitoring for Azure AI Speech resources and D365 custom voice configurations.

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