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As organizations expand globally and adopt AI‑powered customer engagement, complying with call‑recording regulations while maintaining a seamless customer experience has become increasingly complex. To help address this challenge, we’re excited to announce Consent‑Based Recording for voice interactions in Dynamics 365 Contact Center with Microsoft Copilot Studio.
This new capability enables organizations to explicitly capture caller consent within a Voice Agent and automatically apply that consent decision across the entire interaction including when the call is handed over to a customer service representative.
Why consent‑based recording matters
In many countries and regions, laws require explicit customer consent before a call can be recorded or transcribed. Historically, enforcing these requirements across AI Agents, Customer Service Representative (CSR) handoffs, and recording controls have required custom logic, manual CSR checks, or complex integrations.
Consent‑Based Recording simplifies this by making consent a first‑class, system‑enforced signal ensuring that recording and transcription behavior always aligns with the caller’s choice.
How it works
With Consent‑Based Recording, Copilot Studio makers can configure a Voice Agent to request recording consent early in the conversation. Based on the caller’s response:
If consent is granted
The call is recorded and transcribed.
Pause/Resume Recording control is available to CSRs in Contact Center Workspace – when the interaction is transferred to them.
If consent is not granted
The call proceeds without recording or transcription.
Pause/Resume Recording control is disabled when the voice interaction is handed over to a CSR, preventing any accidental or unauthorized recording.
The consent decision is automatically preserved and enforced throughout the interaction lifecycle no additional configuration or agent intervention required.
Business value
Built‑in compliance for global operations
Consent‑Based Recording helps organizations meet call‑recording and privacy regulations, especially in countries where explicit consent is legally required. It ensures recording behavior is governed by the caller’s choice across both Voice Agent and human‑assisted interactions.
Reduced operational and agent risk
By automatically enforcing consent in the CSR experience, organizations eliminate reliance on manual checks or agent judgment. This significantly reduces the risk of non‑compliant recordings.
Seamless AI Agent‑to‑CSR experiences
Consent captured in the Voice Agent seamlessly carries over during CSR handoff, delivering a consistent and transparent customer experience without disruption or repetition.
Designed for trust and transparency
Consent‑Based Recording reflects Microsoft’s commitment to privacy‑by‑design principles. Customers are clearly informed, their preferences are respected, and agents are guided by UI‑level safeguards that prevent unintended policy violations.
Together, these capabilities allow organizations to confidently deploy Voice Agent and live agent experiences in Dynamics 365 Contact Center, while maintaining regulatory compliance, customer trust, and operational simplicity at scale and across borders.
This article is contributed. See the original author and article here.
A Dynamics 365 Customer Service admin has just configured the Case Management Agent to auto‑populate case fields from incoming emails and added field descriptions to help the AI make better predictions. The configuration looks right, but how will the admin ensure that the AI is able to predict case field values accurately? The new case enrichment simulation in Dynamics 365 Customer Service—now generally available—answers exactly that question.
Admins can measure AI‑powered field prediction accuracy against real organizational data before enabling case enrichment in production: test against historical records, review the results, refine field descriptions, and enable the feature when accuracy meets your bar.
Empower admins to validate AI quality
Case Management Agent simulations include:
Flexible test data — run predictions against historical case records or sample email and chat data uploaded via Excel
Field‑level match reports — see prediction accuracy across every field
Case‑level comparison view — review actual versus predicted values side by side
Excel export — share results offline with stakeholders
Re‑run capability — iterate after refining lookup field descriptions or prediction rules
Shadow runs — Validate predictions by activating case enrichment with live production data without writing to records.
Run your first simulation today
Don’t wait until production to find out how well the AI performs. Open the Copilot Service admin center, navigate to Case settings > Case Management Agent > Case creation and update > Simulation, and run your first test against historical data. Within minutes you will know exactly where to tune your field descriptions before turning on case enrichment.
For step‑by‑step guidance, read the documentation:
This article is contributed. See the original author and article here.
As AI and agents take on more of the execution, people have more agency than ever to unlock their ambition, direct what gets done, and own the outcomes.
This article is contributed. See the original author and article here.
Supply chain disruption is no longer the exception. It is the daily reality every business operates, driven by geopolitical instability, supplier failures, regulatory changes, and freight volatility. The challenge is not identifying disruption; it is synthesizing it fast enough to act. Businesses are flooded with signals across suppliers, logistics, operations, and compliance, but those signals remain fragmented across systems and teams, forcing reactive trade-offs instead of strategic action.
The leaders in this next era will be defined not by visibility alone, but by their ability to turn disruption into coordinated, cross-functional action before the cost of delay becomes too high. That’s where agentic AI comes in.
As supply chains become more dynamic, the way work gets done and operations are run is changing, and agentic AI is at the forefront. Agentic AI enables people and systems to work together more effectively, and Gartner predicts 60% of supply chain disruptions will be resolved without human intervention by 2031 (Gartner, March 18, 2026). Agents have the ability to reason over data, take action across workflows, reduce manual effort, and support faster, more consistent execution—while keeping humans in control of decisions and outcomes.
Frontier firms are moving beyond isolated AI use cases and focusing on how decisions and actions connect and orchestrate across end-to-end processes. This shift it happening in three practical ways:
More proactive risk management: With access to real-time signals, teams can identify potential disruptions earlier and take action before they impact orders, production, or customer commitments.
Faster, more coordinated execution and orchestration: Insights are surfaced directly within the flow of work, so planners and operators can act immediately.
Coordinated human and agent workflows: Agents can take on high-volume tasks across the supply chain—from monitoring conditions to initiating actions—while people stay focused on oversight, exception handling, and strategic decisions.
The result is a more responsive operating model. Let’s see how this approach comes to life in Dynamics 365 Supply Chain Management, and how organizations are using it to improve resilience, responsiveness, and end-to-end performance. Watch this video for a preview on how agentic AI with Dynamics 365 can transform your supply chain operations to a frontier firm.
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Enabling this model requires connecting data, decisions, and actions across the supply chain. Dynamics 365 and Microsoft 365 Copilot support this by enabling agents to work across data and business processes in a governed way—linking signals, decisions, and execution within the flow of work.
Several capabilities make this possible:
Connecting agents to data and execution systems: The Dynamics 365 enterprise resource planning (ERP) model context protocol (MCP) Server provides agents with secure, governed access to business processes and data. Using Dynamics 365 ERP MCP Server, agents can take action across the system—such as updating orders, adjusting supply plans, or initiating transfers—based on current conditions. See how Coca-Cola Beverages Africa uses Dynamics 365 and the Dynamics 365 ERP MCP server to autonomously run planning cycles, making the lives and the work easier for their end users.
Grounding agent actions in business context:Work IQ gives agents real-time understanding of how work happens across the organization by connecting the productivity tools where decisions are made, including Outlook, Teams, and Word, to live operational data in Dynamics 365. Agents see the full context of a disruption, including its impact on orders, inventory, and customer commitments, and act on it directly in the system of record.
Agents operating within business policies and constraints: Agents act within defined rules—such as service levels, customer prioritization, and cost thresholds—so decisions remain aligned to business objectives and governance requirements. Additionally, Microsoft Agent 365 gives IT teams one place to observe, govern, and secure agents in your organization.
“Our partnership with Microsoft has been instrumental in enabling Farmlands’ digital transformation. By standardizing on Microsoft Dynamics 365 and thoughtfully applying agentic AI with humans firmly in the loop, we are creating a more efficient, resilient, and scalable operating model.”
Driving impact with agents from planning to delivery
The impact of an agentic approach is best understood through how work changes across core supply chain processes.
Forecast to plan: Continuous alignment of demand and supply
Demand planning is no longer limited to periodic forecast updates. With Demand planning in Dynamics 365 Supply Chain Management, planners can incorporate external signals—such as changes in demand patterns, promotions, or market conditions—alongside operational data to continuously adjust forecasts and supply plans. Planners can focus on evaluating scenarios and making decisions instead of spending time consolidating data.
Source to pay: From supplier signal to business action
Supplier updates often require immediate analysis—what orders are affected, what production is at risk, and what actions need to be taken. When a supplier flags a component delay, the Procurement Agent in Dynamics 365 Supply Chain Management triages the supplier communication, matches it to the affected purchase order, and summarizes the downstream impact across inventory, sales orders, and production schedules. If inventory is available elsewhere in the network, the agent highlights the option. The procurement lead reviews the recommended response and moves forward spending time on decisions and mitigation, not tracing impacts across systems.
Plan to produce and Inventory to deliver: Adjusting production execution, order fulfillment, and warehouse operations in real time
Changes in material availability, labor capacity, or priorities require constant updates to production schedules and warehouse activities. Agents can help apply these changes directly within operational workflows—supporting updates to schedules, work orders, and task prioritization—so teams can keep operations running without delays often caused by manual coordination. Customer commitments depend on accurate, up-to-date information across inventory, production, and logistics. Dynamics 365 Supply Chain Management connects these data points so teams can ensure that order promising reflects current conditions—reducing the risk of overpromising and enabling earlier communication when changes occur.
“With Dynamics 365, we gain real-time visibility into our inventory across all locations, empowering faster, data-driven decision making and enhancing our overall operational agility.”
Erdal Arslan, Financial Affairs Group Manager, LC Waikiki
Order to cash: Enabling a smooth end-to-end customer order experience
Whether it is B2B or B2B2B, agentic commerce can connect customers to the right distribution channel, automate and accelerate the purchase experience from quote-to-order and the availability of accurate data increases speed and agility across the supply chain processes.
Service to deliver:Optimizing asset performance and seamless field operations
AI and agents in field service can provide timely updates on asset and work order information and coordinate field technician schedules that in turn improves overall production uptime, efficiency of delivery and customer satisfaction.
Connect with us at the Gartner Supply Chain Symposium
We invite you to engage with our leaders and explore these innovations firsthand during the symposium. Whether you are looking to learn more about the technology or for a strategic conversation on business outcomes, there are several ways to connect:
Executive Boardroom: Join Sameer Verma, Raghav Jandhyala, and your fellow supply chain leaders for a strategic conversation and best practice sharing session where we’ll discuss how agentic-based approaches can improve supply chain speed, resilience, and business impact. CSCO Boardroom: Win the Volatility Era: Build a Faster, Agentic Supply Chain.
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