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Why Contact Centers must have PII Redaction Software

Protect your data from breaches and other security threats. Learn why PII redaction software is a must for contact centers.
by Naeem Ullah Baig Updated on December 20, 2023

Contact centers record and store massive customer data in their ever-growing repositories. A good chunk of this info is sensitive, so PII redaction software is required.

Let's take the example of a contact center with 2000 agents, each making around 40 calls daily. This means that the center has the potential to reach out to approximately 400,000 customers a week if it operates for five days.

Besides that, they get customer info from various touch points, including social media, emails, and so on. So, they must employ call redaction tactics and only share redacted documents.

Simply put, Personally Identifiable Information, AKA PII, is any data that can lead to one's identity, which can then be used for various fraudulent activities like Identity Theft, Credit Card usage without consent, etc.

According to an IBM global study, 80% of data breach incidents occur due to the exposure of Customers' PII.

Besides that, strict regional and global regulations are in place to ensure contact centers and other entities secure PII data.

And if they fail to do so – depending on the offense's intensity – they are either given a small or heft fine. Not to mention, their reputation is tarnished, and gaining back trust isn't easy.

This blog will examine why PII redaction software is crucial for contact centers. We'll see how it protects customer data and helps contact centers comply with data regulatory compliance.

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What is PII redaction Software?

A PII redaction software, or Personally Identifiable Information redaction software, is a powerful tool that safeguards sensitive information.

It's designed to identify and selectively conceal or mask personal data within various content types, such as videos, audio, images, and documents.

Redaction software relies on advanced Artificial Intelligence (AI) and Machine Learning algorithms to carefully examine and find specific elements that should be hidden. These elements can involve personally identifiable information (PII), like names, addresses, social security numbers, financial details, or other sensitive data.

AI-powered redaction software goes even further, automatically recognizing a broad spectrum of objects, including faces, vehicles, weapons, and other items.

The importance of PII redaction software in contact centers becomes clear when we recognize the vital role that customers' personal information plays in their daily operations. This data is often shared among various individuals within the contact center setting.

To maintain the privacy of this sensitive information and limit access to authorized personnel, redaction software is necessary.

This software empowers contact centers to protect sensitive data effectively, ensuring only approved individuals can access the required information. It also upholds the utmost standards of data privacy and security.

What is Redaction?

Redaction removes or hides sensitive information in different data types, like documents, audio files, and videos.

The core objective of Redaction is to protect data from unauthorized access and potential misuse and to comply with data regulation laws.

PII Redaction basically removes or obscures information that falls under the definition of PII.

This is typically achieved through methods like blurring, pixelating, or using black boxes to cover sensitive data, thus ensuring the protection of its integrity.

Why do Contact Centers need PII redaction software?

Contact centers frequently handle sensitive information such as names, addresses, social security numbers, birthdates, and financial details, primarily for customer verification and financial transactions.

Privacy rules dictate that they must keep this information away from prying eyes. Because ill-intentioned people can use it for financial gains at the expense of innocent people.

Protecting Customers Privacy

Contact centers handle PII (Personally Identifiable Information), including customers' sensitive personal data like names, addresses, and Social Security numbers.

Using PII redaction software helps protect people by preventing the exposure of their details. This is crucial, especially when sensitive information could become public in the operational process.

Avoid Legal Penalties

Numerous regions have strict data protection laws, such as GDPR in Europe, CCPA in California, and state-level laws in the U.S.

Failing to redact PII is a violation, resulting in legal consequences and potential fines. To ensure compliance and avoid lawsuits, contact centers need PII redaction software.

Building Customer Trust and Confidence

Customers who interact with an organization trust it to keep their personal information confidential.

Building trust and confidence in customers enhances the reputation and brand image of the contact center.

Cost saving

Data breach costs averaged USD 4.35 million in 2022, representing a 3% increase over 2021. Using automatic AI-powered redaction tools will help minimize errors, thus reducing breaches.

PII Redaction software will also help reduce contact center operational costs by automating the redaction process.

Efficiently identifying and redacting PII (Personally Identifiable Information) eliminates the need for time-consuming manual editing.

This automation saves time and reduces the likelihood of errors, leading to cost savings through improved efficiency and accuracy.

What Information Needs to be Redacted in Contact Centers?

In the realm of safeguarding sensitive data within contact centers, two key categories of information demand careful attention and effective censorship.

  • Personal Identifiable Information (PII): PII encompasses a range of data used for identity verification, including but not limited to personal details like name, age, date of birth, driver's license number, Social Security Number (SSN), biometric records, email ID, and birthday.
  • Payment Card Industry Data Security Standard (PCI DSS): PCI involves cardholder information like debit and credit card numbers and expiration dates. Organizations like merchants, vendors, and contact centers that handle credit or debit card data must follow PCI DSS standards.

In addition to PII and PCI, other sensitive data types, such as Protected Health Information (PHI) and Non-Public Information (NPI), require Redaction.

Regulations like HIPAA and the GLB Act mandate the careful handling and censorship of these types of information to maintain privacy and legal compliance.

What are the Methods of Redaction for Contact Centers?

Various redaction methods are used in contact centers to redact sensitive information from files and customer call recordings.

Manual Redaction and automatic Redaction are the two most common methods for redacting PII in contact centers.

Let's explore the redaction methods in contact centers.

Manual Redaction

This traditional method involves human intervention to identify and mark sensitive information for Redaction manually.

While it offers precision, it can be time-consuming and prone to Errors. In manual Redaction, the user identifies sensitive information or the desired data to redact and then hides the information through blurring or Pixelating.

Automatic Redaction

Contact centers often employ specialized software equipped with advanced algorithms. These tools automatically scan and identify sensitive data, such as PII and PCI, within documents, audio files, or video recordings.

Automated Redaction significantly improves efficiency and minimizes the risk of oversight. It automatically identifies PII and redacts it. AI-powered software uses AI and ML algorithms for processing and efficiency.

Under these two methods come different ways of Redaction that various contact centers use to redact PII in PDFs, Audio, and other files.

The redaction methods include Keyword-based Redaction, where audio files are redacted by searching specific words in the transcriptions, and bulk document redaction, where document and PDF files are redacted in bulk to redact PII.

VIDIZMO Redactor for Contact centers

VIDIZMO Redactor simplifies the redaction process for contact centers through its AI-power redaction features. It allows contact centers to automatically detect and redact 30+ PII entities in audio and video files.

Furthermore, it provides the facility of redaction PII through transcription generated in audio and video files.

This functionality empowers contact centers to exercise precise control over PII processing and detection at the time of uploading video and audio files.

The PII detection features of the VIDIZMO Redactor are user-friendly and ensure a seamless experience when managing sensitive information within media content.

This robust feature set empowers users to maintain compliance, enhance data security, and streamline content management within VIDIZMO's platform.

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In a world of growing regulations to safeguard PII and other sensitive data, having PII redaction software is no longer an option for contact centers; it has become an absolute necessity.

Contact centers must embrace the implementation of PII redaction software to ensure compliance, protect customer privacy, and maintain the trust of individuals who rely on these centers to safeguard their sensitive information.

Request a Demo to check out all the features VIDIZMO Redactor offers, along with several bells and whistles.

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If you sign up today, you will get a 7-day free trial. So, what are you waiting for? Explore the AI-powered feature of VIDIZMO now.

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Who uses Redaction?

Redaction is used in different industries, including law enforcement, healthcare, education, etc. Legal professionals use Redaction to black out confidential information.

What is Redaction meaning?

The Redaction meaning is concealing information that should be kept confidential. For instance, in an investigation, all parties not relevant to the case must be hidden, with their faces blurred out.

Is Redaction permanent?

Yes! Redaction is the process of permanently removing visible text and graphics from a document. Once it's done, there is no way to return the information.

Why Redact PII?

When you redact PII, you remove parts of information that can be used to steal one's identity. Basically, all instances of sensitive information like SSNs, addresses, full names, license numbers, etc., should be removed to ensure privacy and security.

What is the use of the Redaction tool?

You use a Redaction tool to remove content irrelevant to the situation in question. In place of the removed items, you can have redaction marks like colored boxes or leave the area blank.

Posted by Naeem Ullah Baig

Naeem is an Associate Product Marketing Analyst at VIDIZMO. Naeem is actively engaged in deciphering the legal and data privacy landscape and finds new ways to help cope with the modern data protection and security challenges. In case of any queries, feel free to reach out at websales@vidizmo.com.

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