Dynamics 365 Contact Center rolls out sensitive-data redaction for voice AI agents

Global tech giant Microsoft has introduced a new capability that enables redaction of sensitive customer data in voice-based interactions via its Dynamics 365 Contact Center platform. The feature allows organisations to mask variables flagged as sensitive in the AI framework — ensuring that personal information like account numbers or medical IDs are excluded from call recordings, transcripts and diagnostic logs.

Here’s what you need to know:

• What it does:

  Voice AI agent makers can now flag variables as sensitive in Microsoft Copilot Studio, ensuring private data is protected during human interactions with AI.

• How it works:

  When flagged, these variables are automatically redacted from call recordings, transcriptions, and diagnostic logs — preventing sensitive information from being stored or exposed.

• Use cases:

  Ideal for financial services, healthcare, and the public sector — helping redact account details, patient data, and citizen information to ensure compliance and privacy.

• Why it matters:

  Empower your contact center teams to design privacy-aware voice AI agents, stay compliant, streamline operations, and strengthen customer trust.

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