PII Redaction - Early Adopter Program
    • 13 Oct 2023
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    PII Redaction - Early Adopter Program

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    Article Summary

    Dialpad has introduced a new feature called PII Redaction, which uses artificial intelligence to automatically detect and remove sensitive numeric data from conversations while preserving other details. This feature is available company-wide and applies to live call transcripts as well as call summaries. Personally Identifiable Information (PII) such as credit card numbers and personal identification numbers will be redacted, but not all numeric data will be affected. Dialpad currently only supports English language for PII redaction and it does not work with audio recordings or non-numeric personal information. Additionally, the redaction feature does not apply to in-app messaging or external SMS messages, but it does work for messages sent through Dialpad's Digital Engagement channel. Once information is redacted, it cannot be unredacted. Dialpad welcomes feedback on this feature.

    Dialpad's newest feature, 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. 

    This feature is currently in an Early Adopter Program and is not yet available to all users.
    If you'd like to enroll in this program, please submit your application here.

    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 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. 

    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 unrecognized 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] 

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