Few things are more important than a strong approach to security and privacy in the contact center. We’re living in a world where consumers are becoming increasingly concerned about how their information is collected, stored, and used by other businesses.
If your customers can’t trust you to consistently protect their data, they’ll quickly take their business elsewhere. Not only does your approach to data management influence your reputation and your relationship with customers, but it’s also crucial from a compliance perspective.
Regulatory bodies are producing ever-more complex guidelines for companies to follow, dictating how data should be stored and used to protect consumers. Failure to adhere to these rules can lead to massive fines, and lost opportunities.
One of the most important steps in managing data correctly, according to the latest guidelines, is knowing when personal information should be redacted from recordings. Here are 3 data redaction techniques you can use to ensure your contact center stays secure and compliant.
What is Data Redaction?
Data redaction is the process of removing sensitive and confidential information from files or documents before they’re shared with other parties or stored. It’s a crucial method of protecting private information, and keeping consumers and businesses secure.
Over the years, companies have leveraged various techniques for data redaction. One common option in the contact center was to ask agents to pause a recording when personal information was about to be revealed by a customer. As technology has evolved, the solutions available for data redaction have become more sophisticated and efficient.
Today’s intelligent solutions can automatically redact data from a range of different recordings and transcripts, based on specific information like keywords. Using the right data redaction techniques in your contact center is crucial to improving not just the security of your business and customers, but your efficiency levels too.
Technique 1: Leverage the Power of AI
It’s no secret that artificial intelligence has become an extremely valuable part of the contact center. Business leaders are relying on artificial intelligence for everything from analyzing huge volumes of data in conversational intelligence platforms, to offering customers self-service solutions.
AI can also be an incredible resource for improving compliance. AI-driven tools can automatically assess the data in a recorded conversation, and determine which details need to be removed. This drastically reduces the amount of work involved in manual data redaction, and helps to eliminate some of the risks associated with exposing team members to personal information.
With tools like MiaRec’s Conversational Analytics platform, companies can instantly implement automatic data redaction strategies powered by AI. These tools can rapidly identify and remove potentially sensitive data, adhering to strict policies in the business landscape.
What’s more, AI redaction tools are becoming more advanced and impressive all the time, MiaRec’s platform, for instance, is constantly rolling out improvements to its proprietary transcription engine, helping to ensure exceptional accuracy in data redaction strategies.