Verint has launched a new bot that allows organizations to automate compliance, reduce risk, and protect sensitive customer data.
The Verint Personal Identifiable Information (PII) Redaction Bot automatically removes any PII from interaction data, and it can be used alongside automated screen triggers and other approaches to redact PII.
It will also utilize Verint’s Da Vinci AI and Engagement Data Hub to further boost data security – and be available on the much-talked-about Verint Open CCaaS Platform alongside many other specialized bots.
David Singer, Global Vice President of Go-ToMmarket Strategy at Verint, reflected on the launch of the new bot: “With data privacy laws increasing across the globe to help protect citizens, brands need to comply, or they risk having damaged reputations and a lack of trust from customers due to the possibility of data breaches.
“And even if that data doesn’t fall into the wrong hands, it can still spell financial disaster from costly fines due to non-compliance.
Verint’s PII Redaction Bot joins the large team of bots available on the Verint Open CCaaS Platform and leverages Verint’s DaVinci AI and Engagement Data Hub to elevate an organization’s existing data protection strategies.
Verint’s Open CCaaS Platform provides various data protection options in order to achieve the topmost levels of data security and compliance for customers
According to Verint, redaction has been used in the industry for a long time, but it has been based on manual processes, which creates space for human error.
Its redaction bot, on the other hand, automatically locates and redacts PII, thereby minimizing the possibility of personal data leakages. Such personal data may include credit card information, social security numbers, dates of birth, and more.
Verint Open CCaaS Platform
Verint’s Open CCaaS Platform was unveiled in June this year at Verint Engage 2023.
At the time, Dan Bodner, Chairman and CEO, spoke about the need for specialized bots in modern organizations: “In today’s fast-paced technology environment, brands adopt platforms that are open in all dimensions to future-proof their contact centers.
They need a platform that is designed to augment their human workforce with an effective team of specialzed AI bots to deliver tangible business outcomes.
The concept itself of ‘Open CCaaS’ is new, as most vendors attempt to contact centers that can manage all their customer conversations, but they rarely succeed.
Verint’s platform not only brings together various CCaaS solutions but also applies the same philosophy to related technology, such as conversational AI.
Microsoft appears to have bought into Verint’s approach, announcing it will add the Open CCaaS platform to its marketplace.
The move to CCaaS may be perceived as a threat by some of Verint’s partners, including Avaya, Genesys, and Five9. Being an ‘open’ platform, however, may help prevent too many feathers from being ruffled, which is critical for Verint as it relies on its partners for much of its business.
Verint is not alone in its move to CCaaS, however, with the likes of Google, Salesforce, and Zoom recently entering the industry too.
Jamie Meritt, Chief Product Officer at Verint, explained the Open CCaaS concept in a video interview with CX Today:
