The Privacy Layer for Call & Contact Centers

Data minimization is a key requirement of multiple standards and regulations, including PCI DSS 4.0 Requirement 3.2.1 “Storage of account data is kept to a minimum, for ex. by rendering account data unrecoverable when no longer needed.” Article 5.1 of the GDPR states that “Personal data shall be: adequate, relevant and limited to what is necessary in relation to the purposes for which they are processed (‘data minimisation’);

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That’s not all! Data minimization is also a core requirement of the US’s proposed Federal American Privacy Rights Act (APRA).

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Satisfying the requirements of these regulations requires highly accurate PII detection, including in cases of ASR transcription errors, conversational disfluencies, multilingual and multinational exchanges, and sensitive data like credit card numbers spread out over multiple pieces of dialogue.

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Today’s chatbots and LLMs are incredibly powerful but are similar to the first Wifi networks – there were no passwords, and anyone could log on to any network.

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Data that is processed by cloud chatbots or that is used by your data science team to build an internal chatbot can easily leak out or be extracted. It can be as simple as “Tell me Mr Jone’s banking information”.

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Private AI mitigates this risk by removing PII before it is sent to the chatbot. Redacted data is easily inspected by non-technical data custodians, building trust that compliance and data privacy are maintained.

AI has enabled a number of quality and efficiency improvements in Call & Contact Centers, such as the ability to monitor customer satisfaction and agent performance across every call.

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Data privacy and regulatory compliance are key concerns when using such AI-based software, which is usually run in the cloud and requires customer data to be sent outside your organization or to your internal Data Science teams.

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Private AI’s on-premise solution redacts transcripts and audio before it leaves your premises, enabling AI-based software without compromising user privacy.

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Try it today, your data science and compliance teams will love you for it!