LUCAMEMicrosoft is adding a set of monitoring and quality tools to its Contact Centre AI product, due in preview in October 2026 and general availability in November 2026. The tools let administrators see how AI-handled conversations are going, whether customers are getting their issues resolved without needing a human, and where things are going wrong. There's also automated checking for things like the AI making things up, failing identity checks, or breaching company policy.
What this means for your business
If you're running or planning to run an AI-powered contact centre on the Microsoft stack, this gives you the audit trail and quality controls you'd need to satisfy regulators like the ICO, particularly around accuracy and accountability. It's worth factoring this into any plans you're making now, since the tooling won't land until late 2026. Most small businesses won't be running a full Microsoft Contact Centre deployment, but if you are, or you're considering it, talk to us about what governance requirements you'll need to meet.