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Observe.AI launches Selective Redaction for sensitive data

Observe.AI, a platform that puts AI into customer conversations, launches an AI-powered solution for selectively redacting sensitive customer information 

Observe is a provider of artificial intelligence (AI) solutions for contact centres. An AI-powered solution for selectively redacting Personal Identifiable Information (PII), Payment Card Information (PCI), and other sensitive information from recorded client conversations has been introduced by AI.

Observe Attention-based deep neural networks are used in AI’s Selective Redaction to selectively recognise and redact relevant entities of consumer data. Observe using deep learning. Even when there are transcription errors, AI analyses the context of individual phrases to identify PII and PCI entities.

“Today’s digital-first contact centre has a plethora of business-critical yet sensitive client data. We’re allowing contact centres adapt to their business needs and selectively hide consumer information without losing the context of their discussions by using AI to improve the accuracy and precision of the redaction process. “Not only does this alleviate the regulatory issue, but it also improves agent performance and business results,” stated Swapnil Jain, CEO of Observe.AI.

Protecting customer privacy 

50+ Observe are actively using Selective Redaction technology. With a total call volume of more than 60 million, AI customers in insurance, collections, financial services, and retail. They’ve already started utilising it to protect customer data, with fewer than 50 errors for missed redaction and fewer than 100 for excess redaction, resulting in the industry’s greatest redaction accuracy. 

Observe using deep learning algorithms.Even when there are transcription errors, AI analyses the context of individual phrases to reliably identify PII and PCI items. Observe. Selective Redaction is already being used by AI customers to protect client information. With less than 500 reported errors, Selective Redaction helped avoid over-redaction in 150 million instances across 100 million calls, offering the best degree of redaction accuracy in the industry.

To evaluate agent awareness of all insurance products and processes, insurance companies can redact policy numbers and other PII/PCI information while keeping full visibility of other information like as enrollment fees and time mentions.

“For coaching our agents, we rely on call transcripts and visibility into what’s being said during consumer encounters. Observe. Melquin Troncoso, Global QA Senior Director, ERC, stated, “AI’s Selective Redaction eliminates a major pain issue for us.” “With the whole context of customer and account validation for training purposes, we can now reliably delete sensitive information supplied by clients while still getting the full context of customer and account validation.”

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