Note: Setup and enablement of this feature can be configured via AI Launchpad.
The “Redaction” feature helps to mitigate the risk of customer-sensitive data exposure in Talkdesk Interaction Analytics™ and/or Talkdesk QM Assist™ by masking sensitive data points in transcriptions and digital interactions [1].
This feature protects Personal Identifiable Information (PII) from being displayed on the transcripts [2], helping to protect data privacy and to reduce expensive compliance risks, while preserving the call's full context.
Applying Redaction
“Redaction” can be:
- All channels processed by Interaction Analytics will be redacted. Autopilot Redaction can be selected via AI Launchpad.
- Applied at Queue/Ring Group Level: - Voice (transcriptions) & Digital (SMS & Chat).
- Applied at the Agent level: Voice (transcriptions) and Digital (SMS and Chat).
- Redaction on Recordings is available on the Premium Model.
Note: For the Premium Model, fields to be redacted can be configured at the model level, which means not by each individual flow.
To know which are the redacted fields, please check the table below for each model:
Standard Model
CREDIT_CARD |
A credit card number is between 12 and 19 digits. |
CRYPTO |
A Crypto wallet number. |
DATE_TIME |
Absolute or relative dates or periods or times smaller than a day. |
EMAIL_ADDRESS |
An email address identifies an email box to which email messages are delivered. |
IBAN_CODE |
The International Bank Account Number (IBAN) is an internationally agreed system of identifying bank accounts across national borders to facilitate the communication and processing of cross-border transactions with a reduced risk of transcription errors. |
IP_ADDRESS |
An Internet Protocol (IP) address (either IPv4 or IPv6). |
LOCATION |
Name of politically or geographically defined location (cities, provinces, countries, international regions, bodies of water, mountains). |
MEDICAL_LICENSE |
Common medical license numbers. |
NRP |
National, Religious, and Political Group. |
PERSON |
A full person's name can include first names, middle names or initials, and last names. |
PHONE_NUMBER |
A telephone number. |
URL |
A URL (Uniform Resource Locator), is a unique identifier used to locate a resource on the Internet. |
US_BANK_NUMBER |
A US bank account number is between 8 and 17 digits. |
US_DRIVER LICENSE |
A US driver's license according to State Driver's License Format - National Traffic Safety Institute. |
US_ITIN |
US Individual Taxpayer Identification Number (ITIN). Nine digits that start with a "9" and contain a "7" or "8" as the 4 digits. |
US_PASSPORT |
A US passport number with 9 digits. |
US_SSN |
A US Social Security Number (SSN) with 9 digits. |
Premium Model
| ADDRESS | A physical address, such as 100 Main Street, Anytown, USA or Suite #12, Building 123. An address can include a street, building, location, city, state, country, county, zip, precinct, neighborhood, and more. |
| BANK_ACCOUNT_NUMBER | A US bank account number. These are typically between 10 - 12 digits long. |
| BANK_ROUTING | A US bank account routing number. These are typically 9 digits long. |
| CREDIT_DEBIT_CVV | A 3-digit card verification code (CVV) that is present on VISA, MasterCard, and Discover credit and debit cards. In American Express credit or debit cards, it is a 4-digit numeric code. |
| CREDIT_DEBIT_EXPIRY | The expiration date for a credit or debit card. This number is usually 4 digits long and formatted as month/year or MM/YY. |
| CREDIT_DEBIT_NUMBER | The number for a credit or debit card. These numbers can vary from 13 to 16 digits in length. |
| An email address, such as efua.owusu@email.com. | |
| NAME | An individual's name. This entity type does not include titles, such as Mr., Mrs., Miss, or Dr. |
| PHONE | A phone number. This entity type also includes fax and pager numbers. |
| PIN | A 4-digit personal identification number (PIN) that allows someone to access their bank account information. |
| SSN | A Social Security Number (SSN) is a 9-digit number that is issued to US citizens, permanent residents, and temporary working residents. |
Notes:
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“Redaction” may not catch all instances of sensitive information in your transcript. We advise you to review the redacted output to guarantee that it aligns with your requirements.
Please be also aware that the redaction feature does not comply with medical privacy laws such as HIPAA, or PCI compliance. - Please keep in mind that the Redaction capability is not compatible with AI Launchpad’s Auto Language detection option. At this time, the Redaction feature is only available for English languages, so, if automatic language detection is active, the feature will be unavailable.