The increasing integration of generative AI in the contact center not only brings efficiency gains, but also new security and data protection requirements. Companies are rightly asking themselves questions: How secure is customer and company data? Where is it processed? And how does Microsoft ensure that sensitive information does not flow into public AI models?

Microsoft addresses these concerns with a multi-level security architecture based on data isolation, transparency and global compliance

• Company data remains protected: Microsoft's generative AI in Copilot for Service runs in a closed system that does not use customer data to train public AI models.
• Data processing in secure Microsoft data centers: All data is processed in ISO 27001 and GDPR-compliant Azure regions - within the EU or in specific countries on request to comply with data protection guidelines.
• Zero Trust security model: Access to sensitive data is based on multi-level authentication, identity management and role-based authorizations - only authorized users can access certain information.
• Encryption at all levels: Customer data is encrypted end-to-end during storage and transmission and additionally secured by Microsoft Defender for Cloud.
• Real-time monitoring and compliance: AI-supported security analyses detect suspicious activities at an early stage and ensure automatic threat prevention. Companies also have full control over audit logs, data protection guidelines and governance tools.

Microsoft is a leader in cloud security and AI-powered data protection, so companies automatically benefit from a highly scalable, robust security infrastructure - without having to develop or manage complex security architectures themselves.