Microsoft Contact Center Intelligence: Knowledge

🚨 The Signal: Microsoft Contact Center Intelligence agents can now use enterprise data from Power Platform, Dynamics 365, websites, and external systems as knowledge sources. This expands the data agents can access, increasing potential for sensitive data exposure.

The Impact

AI agents can now access more enterprise data, increasing the risk of sensitive information exposure if not properly configured.

• Security Teams: Increased risk of data exfiltration via AI agents.
• Data Owners: Sensitive data could be exposed if linked to AI agents.
• Compliance Officers: New data handling risks for regulatory compliance.
• AI Administrators: Must carefully configure data access for agents.

The Action

1. Review all existing and new AI agent configurations for connected knowledge sources.
2. Implement data loss prevention (DLP) policies for data sources linked to AI agents.
3. Establish strict access controls and least privilege for AI agent identities accessing knowledge sources.
4. Regularly audit AI agent interactions and data access logs for anomalous activity.
5. Develop and enforce a policy for permissible data types and sources for AI agent knowledge bases.

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