Interaction Analytics: Redaction Feature

Note: Setup and enablement are conducted by Talkdesk. Please reach out to us if you wish to use this feature.

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:

  • Applied at Account level: All channels will be redacted (Virtual Agent Voice (recordings) and Digital (SM and Chat)).
  • Applied at Queue/Ring Group Level: - Voice (recordings) & Digital (SMS & Chat).
  • Applied at Agent level: Voice (recordings) and Digital (SMS and Chat).
  • Only applied to English messages.

 

To know which are the redacted fields, please check the table below:

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.

 

Notes:

  • “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.
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