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Compliance Add-On

Auto Data Redaction

Automatically remove sensitive data such as Personal Identifiable Information (PII) and payment card numbers from your transcripts and audio recordings.

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Protect Sensitive Customer Data

Remove Personal Identifiable Information (PII) like account numbers, social security numbers, dates of birth, and PCI data, including payment card numbers, from your audio files and transcripts.

Scale Compliance Workflows. Increase Agent Productivity

Save your staff time by automating compliance workflows. Easily censor sensitive customer data in all instances of PCI and PII discussed between agents and customers.

Improve Accuracy

Improve accuracy by eliminating human error and bias in manual redaction. AI-powered audio redaction detects context in conversations to censor inaccuracies from transcription and human error.

Experience MiaRec's Auto Redaction Yourself

MiaRec Auto Data Redaction feature is leveraging the latest advancements in Machine Learning and NER technologies to automatically redact customer information (including payment card details, social security numbers, date of birth, account numbers, and more from both your call recording files as well as call transcripts. Click below to start the interactive product walkthrough:
 
NER Data Recaction - Redacted Transcript
Redacted transcript after MiaRec's NER-based data redaction feature redacted all the credit card number details and other personal information.
Data Redaction 2-1
Screenshot of call details showing the redacted audio segments as well as the redactions in the transcript in yellow.

Benefits

High Accuracy

Automatically identify and categorize sensitive data elements, including personal identifiable information (PII), such as names, social security numbers, credit card details, addresses, and more. Using Named Entity Recognition (NER) and Machine Learning (ML) trained on thousands of conversations, MiaRec’ AI-based redaction is more accurate than traditional pattern-matching.

No Over-Redaction

The models understand the context of the conversation, so it can predict with high accuracy if these digits belong to a credit card number and must be redacted, or if these digits are customer account numbers, and they are needed to be kept in the recordings. This results in avoiding significantly mis-redaction and over-redaction.

Out-of-the-Box Configuration

The solution requires zero configuration, eliminating the need to set complex rules and spend time on extensive configuration, compared to pattern-matching auto data redaction solution.

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MiaRec makes compliance easy with AI-powered Automatic Data Redaction

MiaRec's newly enhanced ML-Based Auto Redaction sets the gold standard for accuracy in the current market landscape.

By harnessing the forefront of AI technology, including Named Entity Recognition and Machine Learning, we have achieved an exceptional 99.9 percent accuracy in identifying and eliminating sensitive information from both the transcripts and the associated audio files. Each redaction type is clearly labeled in the transcripts for full visibility into what data was redacted.

Scale and automate your compliance processes with MiaRec Auto Data Redaction capabilities.

Learn More About Data Redaction & PCI Compliance

Our Modern Contact Center Blog provides practical tips, tricks, and strategic expert advice on how to keep your contact center compliant, secure, reliable, and efficient while providing the best customer experience possible!

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FAQs

What is PCI DSS?

Payment Card Industry Data Security Standard, better known as PCI DSS is a set of compliance standards mandated by credit card companies to help ensure the security of credit card transactions. PCI DSS guidelines include both operational and technical  standards that businesses are required to follow in order to protect credit card data.

Who needs to comply with PCI DSS?

PCI DSS applies to any business processing credit card payments and/or storing payment card data including call and contact centers.

What is PII?

PII stands for Personal Identifiable Information. Personal identifiable information is is defined as any type of information that permits the identity of an individual to whom that information applies to to be reasonably inferred by either direct or indirect means.

What are some examples of PII?

Examples of Personal Identifiable Information include but are not limited to:

  • A Person's Name
  • Address
  • Social Security Number
  • Date of Birth
  • Phone Number
  • IP Address
  • Biometric Records

What is HIPAA?

HIPAA stands for Health Insurance Portability and Accountability Act. HIPAA governs the privacy of patient health records in the United States.  

Who Needs to Comply with HIPAA?

If your are a business that collects or stores any form of health information, it’s important to make sure it follows HIPAA compliance rules. Call and contact centers who interact with patients or health records would be included.

What is Data Encryption?

Data encryption is the process of translating data into another form, or code, so that only people with access to a secret key (formally called a decryption key or ciphertext) or password can read it. 

Is data encryption itself enough to comply with PCI-DSS standards?

No. According to PCI Compliance standards, particular sensitive information should be removed from the recording and/or transcript completely.

MiaRec's latest advancement, the enhanced ML-Based Auto Redaction, offers unparalleled accuracy in the current market landscape. By harnessing the cutting-edge capabilities of AI, including Named Entity Recognition and Machine Learning, we have achieved an exceptional accuracy rate of 99.9 percent.

Experience MiaRec

See How Automatic Data Redaction Can Transform Your Organization