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Observe.AI Launches a Selective Redaction Solution to Boost Compliance #contactcenterworld Unlike legacy redaction techniques that are prone to compliance misses while erroneously redacting critical data, Observe.AI’s Selective Redaction uses attention-based deep neural networks to selectively detect and redact relevant entities of customer information. "Today's digital-first contact center contains a wealth of business-critical yet sensitive customer information. By harnessing AI to increase accuracy and precision of the redaction process, we’re letting contact centers adapt to the needs of their business and selectively hide customer information without losing the context of their conversations. This not only solves the compliance problem but also drives better agent performance and business results," said Swapnil Jain, CEO at Observe.AI. "We rely on call transcripts and visibility into what's being said on customer interactions for coaching our agents. Observe.AI's Selective Redaction solves a big pain point for us," said Melquin Troncoso, Global QA Senior Director, ERC. "We can now confidently remove sensitive information shared by clients while still getting the full context of customer and account validation for training purposes." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Thursday, March 10, 2022 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |