Dynamics 365 Contact Center - Use voice biometrics to authenticate for increased security

We are announcing the ability to use voice biometrics to authenticate for increased security in Dynamics 365 Contact Center. This feature will reach public preview on August 31, 2026.

How does this affect me?
The authentication and anti-fraud agent offer valuable capabilities:

• Native integration into the Dynamics 365 Contact Center and Copilot Studio voice agent platform, allowing voice enrolment and verification in both human to AI agent, and human to human contexts.
• Enable secure self-service transactions with voice biometrics, optional one-time passwords, and knowledge-based challenges for a multi-factored authentication strategy.
• Pre-authenticate callers before reaching a service representative, reducing call times, and improving customer experience.
• Centralize, standardize, and automate caller authentication processes. A single tool to define, measure and audit customer authentication.

The feature will be enabled and configured from the Customer Service Admin Center. Once enabled, fraud analyst tools can access tools from a customer-facing app and agent skills will be made available to Copilot Studio bot authors.

What action do I need to take?
This message is for awareness, and no action is required.

If you would like more information on this feature, please visit Use voice biometrics to authenticate for increased security.