AI-Based Masking Overview
Updated
To enhance the privacy and security of customer interactions, we provide an advanced feature leveraging artificial intelligence for masking sensitive information, specifically Personally Identifiable Information (PII), within case conversations. This AI-based masking ensures a sophisticated and adaptive approach to safeguarding confidential data, enhancing the overall protection of customer information during interactions and maintaining compliance with privacy regulations.
Enablement note: PII masking is supported for both live calls and calls imported onto the platform. To learn more about getting this capability enabled in your environment, please work with your Success Manager. |
Categories
The PII masking functionality covers various sensitive data categories to ensure comprehensive protection. These categories include:
Date of birth (DOB)
Email addresses
Location details such as addresses, city names, and countries
Numerical PII such as credit card and bank account numbers
Names of organizations like Google and Facebook
Usernames
Passwords
Names of Individuals
URLs
Use Cases
Compliance with Data Protection Regulations: Implementing PII masking ensures adherence to data protection regulations by safeguarding sensitive customer information and preventing unauthorized access.
Confidential Customer Support: When handling support queries, masking PII helps customer support representatives address issues effectively without exposing sensitive details, maintaining a high level of confidentiality.
Secure Collaboration: In collaborative environments involving multiple stakeholders, masking sensitive information ensures that only authorized individuals have access to crucial details, enhancing overall data security.
Preventing Insider Threats: Masking PII mitigates the risk of insider threats within an organization by limiting access to sensitive customer information, reducing the potential for misuse or unauthorized disclosure.
Customizable Protection: The ability to mask various types of PII allows organizations to tailor their data protection measures according to specific privacy requirements and the nature of the information being handled.
By incorporating PII masking into case conversations, businesses can strike a balance between providing effective customer support and ensuring the highest standards of data security and privacy.