Manage customer consent and voice-authentication data (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.

As an administrator or supervisor, use the customer consent screen in the Biometric authentication tab to look up a customer's voice-authentication data and manage it. You can review a customer's consent status and enrollment details, change their consent, and delete their voice-authentication data when needed.

You search for a customer by using the customer ID as the key, so have the customer ID ready before you start. Use this article when you need to respond to a customer's consent choice, or remove voice-authentication data that's no longer needed.

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.

Prerequisites

  • The Biometric authentication tab is provisioned in your environment.
  • The administrator security role or privilege required to view and manage customer consent data.
  • The customer ID for the customer whose data you want to manage.

Search for a customer to open their consent record. Use the customer ID to look up the record.

  1. Open the Biometric authentication tab in Contact Center Intelligence.
  2. Go to the Manage voiceprints tab.
  3. In the Customer ID search field, enter the customer ID.

The customer's record opens and shows their consent and enrollment details.

After you find a customer, review their record to understand their current consent and enrollment state before you make changes. The record shows details such as:

  • Customer ID – The key used to look up the record.
  • Consent status – Whether the customer consented to voice authentication.
  • Customer name – The name associated with the customer ID.
  • Voiceprint last adaptation date – The date the customer's voiceprint was changed.
  • Initial enrollment date – The date the customer first enrolled in voice authentication.
  • Audio segments – The audio segments linked to the customer ID.

Operations and their impact on customer data

The following matrix summarizes what each operation removes and how it affects the customer's consent status.

Operation Voiceprint Enrollment audio Customer profile metadata Non-enrollment audio segments Consent status after
Set consent status to No Deleted Deleted Not deleted Not deleted No
Set consent status to Yes Not deleted Not deleted Not deleted Not deleted Yes
Lock voiceprint Not deleted Not deleted Not deleted Not deleted Unchanged
Unlock voiceprint Not deleted Not deleted Not deleted Not deleted Unchanged
Delete voiceprint Deleted Not deleted Not deleted Not deleted No
Delete customer profile Deleted Deleted Deleted Not deleted; disassociated from the customer identifier Customer profile no longer exists
Delete all customer data Deleted Deleted Deleted Deleted Customer profile no longer exists
Delete enrollment audio Deleted Deleted Not deleted Not deleted Unchanged

Update a customer's consent status when the customer changes their choice about voice authentication.

  1. Find the customer's consent record. See Find a customer's consent record.
  2. Select Edit for the consent status.
  3. Change the consent status. The available values are Yes and No. If you select No, all the customer's voice data is permanently deleted.
  4. Select Next.
  5. Review and Confirm changes.

Edit the voiceprint lock status

Lock or unlock a customer's voiceprint to control whether it can authenticate the customer.

  1. Find the customer's consent record. See Find a customer's consent record.
  2. Select Edit for the voiceprint lock status.
  3. Set the lock status to Locked or Unlocked.
  4. Select Next.
  5. Review and Confirm changes.

Voiceprint locking protects against brute-force attacks. A voiceprint automatically locks after consecutive failed authentication attempts against it, which stops an imposter from continuing to try. A locked voiceprint automatically unlocks after a configurable number of hours, and a supervisor can also lock or unlock it manually from this screen. While a voiceprint is locked, you can't use it to authenticate the customer.

Delete customer voice-authentication data

You can delete a customer's voiceprint, their customer profile, or all of their data. Choose the option that matches your scenario.

Warning

Deleting a voiceprint, customer profile, and all customer data is a one-time, irreversible action. After you delete the customer data, it's permanently deleted from your Dataverse environment. Searches for that customer ID return no results, and the data can't be recovered.

For the exact scope of each delete option, see Operations and their impact on customer data.

  1. Find the customer's consent record. See Find a customer's consent record.
  2. Select the delete option that matches what you want to remove:
    • Delete voiceprint – Removes the customer's voiceprint.
    • Delete customer profile – Removes the customer profile.
    • Delete all customer data – Removes all data for the customer ID. This action can't be undone.
  3. Confirm the deletion when prompted.

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