Announcing sensitive data redaction for voice AI agents

We are excited to introduce sensitive data redaction in Dynamics 365 Contact Center, a major advancement in privacy-first AI for customer service. This new capability empowers organizations to deliver intelligent voice experiences while ensuring that customers’ sensitive information remains protected throughout the interaction. 

This feature is designed specifically for human interaction with voice AI agents, allowing voice AI agent makers to flag variables as sensitive in Microsoft Copilot Studio. Once flagged, these variables are automatically redacted from all system-level outputs—including call recordings, transcriptions, and diagnostic logs—ensuring that no sensitive data is stored or exposed. 

Built for privacy, designed for trust 

Sensitive data redaction reflects Microsoft’s commitment to responsible AI and secure customer engagement. By embedding privacy controls directly into the conversational design process, organizations can confidently deploy Voice AI agents that meet both customer expectations and regulatory requirements. 

This feature supports a wide range of use cases, including: 

• Financial services: Redacting account numbers, PINs, and transaction details 

• Healthcare: Protecting patient identifiers and medical information 

• Public sector: Ensuring compliance with data handling standards for citizen services 

Empowering contact center teams 

With sensitive data redaction, contact center teams can: 

• Design privacy-aware voice AI agents using intuitive tools in Copilot Studio 

• Ensure compliance with global data protection regulations like GDPR, HIPAA, and PCI-DSS 

• Streamline operations by removing the need for manual data sanitization or external redaction tools 

• Build customer trust by transparently protecting sensitive information during voice interactions 

Protecting privacy

This release marks a significant milestone in Microsoft’s journey to deliver secure, scalable, and intelligent contact center solutions. By enabling privacy-first voice AI experiences, we’re helping organizations modernize customer engagement while upholding the highest standards of data protection. 

Learn more 

To learn more about sensitive data redaction and how to implement it, read the documentation: Mask sensitive data and prevent unauthorized access | Microsoft Learn 

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