Microsoft Teams: Copilot in call recap in the Queues app

🚨 The Signal: Copilot will summarise recorded Teams call queue calls, answering questions about content. This automates information retrieval from sensitive customer conversations, increasing data exposure risks if not properly governed.

The Impact

Users with Copilot licenses accessing recorded call queues face increased risk of sensitive information exposure through AI summarisation.

• Copilot users: Risk of sensitive customer data exposure via AI summaries.
• Security teams: New vectors for data leakage and compliance challenges.
• Compliance officers: Increased scrutiny on data retention and privacy policies for AI-processed content.

The Action

1. Review and update data retention policies for AI-generated call summaries and transcripts.
2. Implement or review Microsoft Purview Communication Compliance policies for Copilot interactions with sensitive call data.
3. Educate users on appropriate use of Copilot with sensitive call information and data handling best practices.
4. Monitor Copilot usage logs for access patterns to recorded call data.

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