Currently, sensitive identifying information (such as SSN, credit card numbers, etc.) are recorded during a call if a customer mentions such information. If transcription services are used, this sensitive information is kept on the transcription. Then if additional AI features are used, the transcription might be sent for analysis by a Generative AI engine, which would give the engine access to the sensitive data.
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All transcribed queues will include a Redaction setting.
The default value for all Contact Center transcribed calls (except for voicemails) will be ON. This means that all recordings WILL BE redacted by default.
For all Contact Center voicemail queues, the default value will be OFF. This means that all recordings of voicemail queues WILL NOT BE redacted by default.
Customers will be able to change this setting as needed:
Voice queues:
Voicemail queues:
By default, the following information will be EXCLUDED from redaction, per Symbl documentation:
Name
Age
Location
Marital Status
Occupation
Zodiac Sign
Important: In a future release, we will add the ability to customize the list of information to be excluded from redaction.
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