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Dialpad Launches AI-Powered Feature to Automatically Redact Sensitive Customer Information

By Tracey E. Schelmetic October 06, 2023

As more companies expand their customer support processes to cover a variety of digital channels, the need to keep customer information safe becomes ever more urgent. Customers are demanding anytime-and-anywhere access to customer support while simultaneously suspecting that companies are playing fast and loose with their personal data. The result is an increasingly stiff challenge for companies to spread support to the omnichannel world while still keeping customer information secure and customer trust intact. 

In this vein, customer intelligence company Dialpad, Inc. recently announced the release of PII Redaction, an AI-powered feature designed to fortify privacy safeguards of personal identifiable information (PII) and empower users with greater control over their data. As part of Dialpad AI – a proprietary automatic speech recognition (ASR) and natural language processing (NLP) engine embedded across Dialpad’s sales, voice, meetings, messaging and contact center solution – PII Redaction acts as a safeguard for customer privacy, security and compliance, said the company.

“The launch of PII Redaction marks a major milestone in safeguarding customer data, enabling the full utilization of Dialpad's cutting-edge AI solutions without jeopardizing trust,” said Dan O’Connell, Chief AI and Strategy Officer at Dialpad. “This advancement reinforces our unwavering commitment to customer privacy protection and allows us to continue elevating Dialpad’s user experience through enhanced AI capabilities.”

Dialpad’s PII Redaction employs algorithms and machine learning (ML) to automatically identify and redact certain numeric personal information (including credit card numbers and Social Security Numbers) to prevent unauthorized access and protect customer privacy. Information that’s redacted won't appear in any post-call interface, such as the transcript or call summary. The feature also supports organizations’ compliance needs when it comes to privacy regulations such as GDPR, CCPA and HIPAA, thus promoting good data minimization practices while reducing the risk of data breaches and leaks.

PII Redaction is the latest capability in Dialpad’s "12 Months of AI" rollout, the company’s commitment to releasing a new AI-powered feature every month to help transform how businesses communicate, collaborate and sell. Since its announcement in April, Dialpad has released AI Recap, AI Scorecards, AI Coaching Hub, AI Playbooks, and generative AI solution DialpadGPT.

Edited by Alex Passett
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