PII Redaction uses Dialpad Ai to automatically detect sensitive numeric data and remove it, while keeping the rest of the conversation details intact. Using advanced algorithms and machine learning, sensitive customer information (think social security numbers, addresses, and more) is kept away from unauthorized eyes.
Let's dive into the details.
Turn on PII redaction
PII redaction is a company-wide setting, meaning once we've turned on this feature for your company, you'll see PII redaction in each of your user's calls — the only thing you need to do is turn on Dialpad Ai.
Once enabled, live call transcripts will redact sensitive numeric data and replace it with asterisks, in real-time!
Once the call ends, your call summaries will display redacted data as asterisks.
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What is personally identifiable information?
Personally Identifiable Information (PII) is information that is directly, or indirectly, related to a specific person.
Currently, Dialpad Ai redacts numeric PII data only.
Credit card numbers and personal identification numbers (such as your Social Security or Social Insurance number) will be redacted, along with u nrecognized numbers more than 3 digits long (think CVC codes).
Don't worry, not all numeric data will be redacted! Dialpad automatically recognizes and preserves phone numbers, account/order numbers as well as date, time, and currency notations.
Frequently asked questions
Is PII redaction available on all Dialpad platforms?
Yes! PII redaction occurs on live transcripts for both Dialpad calls and Dialpad Meetings. Once the call ends, the transcript will display the redacted text.
Does this make Dialpad PCI-certified?
Not just yet. This capability is one of several features designed to help customers with PCI obligations, however, Dialpad is not yet PCI-certified.
Can I use PII redaction in any language?
Not currently, but we're working on it! For now, PII redaction is available only in English, but stay tuned as we add more languages.
Does PII redaction work in audio recordings?
No, not currently.
What about non-numeric personal information?
Dialpad offers PII redaction for numeric details only. We are still developing this feature and will be adding additional functionality soon.
Does PII redaction work for in-app messaging or external SMS messages?
Not yet. Redaction currently only applies in live and post-call transcripts.
However, messages sent via a Dialpad Digital Engagement channel will be redacted.
Can I un-redact information once it has been redacted?
No. Dialpad does not offer a way to recall any redacted information. This is what ensures the data is secure!
I have feedback, who can I talk to?
We want to hear your thoughts! Please send PI redaction feedback to [email protected]