San Francisco, CA, USA, Mar 8, 2022-- Observe.AI, an Intelligent Workforce Platform that transforms contact centers through AI, introduced an AI-powered solution for selectively redacting Personal Identifiable Information (PII), Payment Card Information (PCI), and other sensitive information from recorded customer conversations with high accuracy and without sacrificing any contextual information required for intelligent business decisions.
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.
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"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."
Posted by Veronica Silva Cusi, news correspondent
Observe.AI empowers support representatives in call centers worldwide to become Super Agents and provide exceptional, more human customer service experiences. Founded in 2017, Observe.AI is headquartered in Santa Clara, California with an office in Bangalore, India, and is funded by Nexus Venture Partners, Emergent Ventures and Y Combinator.
Published: Thursday, March 10, 2022
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