Capture customer consent for voice enrollment in biometric authentication (preview)

[This article is prerelease documentation and is subject to change.]

Important

You're responsible for configuring and using this Biometric authentication and enrollment functionality in compliance with applicable law, including but not limited to biometric and privacy laws (for example, BIPA and the GDPR), including: (i) providing notice to data subjects, including with respect to retention periods and destruction; (ii) obtaining legally sufficient consent from data subjects; and (iii) processing and deleting the biometric data and biometric identifiers. Biometric data and biometric identifiers will have the meanings set forth in applicable biometric and privacy laws and include equivalent terms set forth in any applicable law. You will defend and indemnify Microsoft against any claims made by a third party related to this biometric functionality, including but not limited to the adequacy of consent.

Voice-biometric regulations in many jurisdictions require explicit customer consent before a voiceprint is created. Biometric authentication captures this consent during enrollment, and enrollment proceeds only after the customer grants consent. You must obtain legally sufficient consent from the customer.

The exact consent experience can be customized to match your organization's requirements, but biometric authentication keeps a consistent consent status model regardless of how the statement is presented.

This article shows you how Contact Center Intelligence captures customer consent for voice enrollment in a human-to-human (H2H) conversation and in a human-to-bot (H2B) conversation. Use it to understand the consent flow in each channel so that you can guide your representatives and configure your voice agent correctly.

Important

  • This is a preview feature.
  • Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.

Authenticate the customer before enrollment

Authenticate a customer with your existing verification method before they enroll, so that the voiceprint is created for the correct person. By default, enrollment also runs playback and synthetic-speech checks, so recorded or non-natural speech isn't used to create a voiceprint.

In a human-to-human conversation, the customer service representative (CSR) captures consent from the Biometric authentication widget on their desktop.

  1. The CSR reads the consent statement shown in the CSR dekstop widget to the customer.
  2. The customer accepts or declines:
    • If the customer accepts, the CSR selects Consent, which sets the customer's consent status to Yes.
    • If the customer declines, the CSR selects Opt out, which sets the customer's consent status to No and excludes the customer from future voice-biometric enrollment.
  3. Enrollment proceeds only after the customer grants consent.

In a human-to-bot conversation, the voice agent captures consent as part of the conversation flow.

  1. The voice agent presents the biometric authentication consent message to the customer.
  2. The customer responds, and the voice agent captures their intent.
  3. Biometric authentication updates the customer's voice-authentication consent status based on the response.
  4. Enrollment begins after consent is confirmed.

Opt out and unenroll

A customer can decline consent at any time, and a customer who previously consented can withdraw it later. Setting the consent status to No stops voice enrollment from being offered on future interactions. Both opt out and unenroll, permanently delete the customer voiceprint.

To delete a voiceprint stored within your Dataverse environment, use one of the following unenrollment options:

  • After successful voice authentication, the customer can request unenrollment. In a human-to-bot conversation, you can configure an unenroll flow in the voice agent. In a human-to-human conversation, the CSR uses the unenroll control in the Biometric authentication widget.
  • A supervisor can delete the voiceprint at any time from the customer consent interface by searching with the customer identifier in the Manage voiceprints UI of the CCI portal and selecting Edit or Delete. Learn more in Manage Manage customer consent and voice-authentication data (preview).

Note

Deleting a voiceprint permanently deletes it from your Dataverse environment.

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