CallMiner Redact provides an automated, AI-powered solution for contact centers to ensure security and compliance by automatically removing sensitive customer data from audio and text-based communications. Many organizations are required to retain communication data, but face risks of personal information exposure due to manual pause-and-resume recording failures or lack of comprehensive redaction. Redact addresses this by accurately identifying and eliminating sensitive data, covering over 50 out-of-the-box entities, with each redaction type clearly labeled in the transcript for full visibility. The solution goes beyond standard pattern matching, offering extensive customization based on desired redaction settings, including aliases for commonly misrecognized words, specific phrases, and custom regular expressions. It supports omnichannel environments, automatically eliminating sensitive numeric data from text-based communications such as chats, SMS, and social media, in addition to audio and transcription data. By safely storing and sharing audio and transcription data for audit purposes and historical analysis, organizations can uncover valuable insights from customer conversations with less exposure to security risks. This ensures private data protection, enables deep intelligence gathering without compromising customer information, and helps meet stringent security standards like PCI, PII, and PHI.

Features & Benefits

• AI-driven Automated Redaction
  • Utilizes AI to accurately identify and remove over 50 out-of-the-box sensitive entities, clearly labeling each redaction type in the transcript for user visibility.
• Customizable Redaction
  • Goes beyond standard pattern matching, allowing customization based on desired settings, including aliases for misrecognized words, specific phrases, and custom regular expressions.
• Omnichannel Support
  • Automatically eliminates sensitive numeric and text data from audio, transcripts, chats, SMS, and social media communications.
• Enhanced Customer Protection
  • Ensures both written and audio records are protected as defined by PCI, PII, and PHI security standards, surpassing encryption standards for fully redacted documentation.
    • Protects all sensitive data, such as medical information, credit card, and social security numbers.
• Audit-Proof Compliance
  • Reduces the stress associated with systems that rely on manual pausing and are prone to human error, ensuring 100% compliance for security audits across all communications.
    • Applies technology to 100% of communications, including incoming calls, call archives, and text-based conversations.
• Accurate Redaction
  • Leverages proven algorithms to deliver security and confidence for audio and text-based data redaction.
• Flexible Data Exclusion
  • Allows exclusion of non-sensitive numeric data, such as dollar values, phone numbers, or dates from redaction.
• Secure & Compliant
  • Contributes toward security compliance standards such as PCI sensitive data at rest, HIPAA, and other PII requirements.
• Precise Entity Identification
  • Offers out-of-the-box entities and custom redaction options for aliases, misrecognized, and specific words, ensuring high precision.
• Scalable Cloud Infrastructure
  • Adapts to changing and growing needs with its cloud-based infrastructure.