A Better Way to Protect Sensitive Customer Data, Ensure Compliance, & Build Trust

Organizations handle an extraordinary volume of customer interactions every day.

Many of these conversations — whether over the phone, via chat, or through other channels — contain personally identifiable information (PII) such as names, addresses, credit card numbers, date of birth, and social security numbers.

As regulations tighten and public awareness grows, the responsibility to protect this data has never been more urgent.

The Growing Stakes of PII Exposure

The consequences of mishandling PII are real and escalating. Regulatory bodies around the world have been regularly imposing stricter penalties for data breaches, and customers are increasingly unwilling to trust companies that fail to safeguard their information.

A single leak can undo years of brand-building and customer loyalty.

In addition, organizations can face:

• Financial penalties for non-compliance with laws such as GDPR, CCPA and PCI-DSS
• Operational disruption from investigations and remediation efforts
• Loss of customer trust, which can be difficult, if not impossible, to regain.

Automation Meets Accountability

Traditionally, redaction — removing or masking PII — has been both time-consuming and prone to human error, given it was up to the agent to manually pause and then resume the recording.

But as AI technologies evolve, so do the tools available to help organizations like yours. The AI-powered Verint PII Redaction Bot is designed precisely to manage this challenge more effectively.

The PII Redaction Bot is designed to automatically detect and redact PII from voice interactions and transcripts with playback redaction​. This AI-powered solution constantly monitors, redacts and adjusts to new situations, helping to ensure that only users with the appropriate privileges can access the redacted information.

Adding Real-Time Redaction for Even More Protection

To achieve a truly comprehensive level of protection, organizations can also consider combining the PII Redaction Bot with Verint Application Triggers for real-time redaction.

With Application Triggers, call recording is paused automatically when sensitive information is being shared and then resumed afterwards. This helps organizations meet PCI compliance requirements by helping to ensure that PII is never captured in the first place.

This approach is particularly useful for analyzing historical data or integrating recordings from third-party systems. It also allows organizations to use recordings for coaching and analysis without risk of exposing sensitive data.

Application Triggers can also provide simple reminders that can guide agents through compliance-governed processes in real time.

Agents can get essential compliance-related information and guidance at appropriate or critical points in a process. It’s a proactive approach for deterring noncompliant behavior.

However, for situations with a need to record the entire interaction but still ensure that it’s masked so only those authorized can access it, PII Redaction is the way to go.

It’s More Than Just Verint Recordings

Even companies that have audio that was recorded by third-party recorders (i.e., not Verint) can still take advantage of the security provided by the PII Redaction Bot.

In this case, it’s simply a matter of ingesting that audio into the Verint Platform.

Verint’s transcription and redaction process can be applied just as if the audio were captured by Verint and achieve the same results and functionality. This can also apply to a company’s historical recordings that were made with PII intact but now need to be exported for analysis while hiding PII from anyone without proper permissions.

Protecting PII Protects YOU

As customer expectations evolve and regulations continue to shift, organizations must be proactive in how they manage sensitive data. Redaction isn’t just a compliance checkbox—it’s a reflection of a company’s commitment to privacy, transparency and trust.

Whether through real time or during playback, the ability to protect PII is becoming a core competency for modern businesses. Why risk not taking action to protect PII?

Learn more about protecting PII.