Solutions – Call Centre

The Privacy Layer for Call & Contact Centers

 Comply with key requirements of PCI DSS and global data protection regulations, and unlock CCC data like transcripts and chat logs, enabling the creation and use of AI-based tools and products.

Private AI is the Leading Provider for personal and sensitive data identification and redaction for Call & Contact Centers:

"We provide a speech-to-text transcription API and needed to bring our redaction of credit cards, SSNs, and other personal financial and health information up to the highest accuracy level possible. Private AI made that quick and easy – now our accuracy numbers are through the roof and our clients are happy, which has been amazing."
Dylan Fox
CEO, AssemblyAI
"Before Private AI, I didn't fully grasp how nuanced and challenging PII detection could be, especially when looking for details like names and addresses. By using Private AI to address these complexities, it positions us as a leader in the industry. As regulatory bodies increasingly enforce data privacy, having a solution that demonstrates our commitment to reasonable precautions is essential."
Joe Bradley
Chief Scientist, LivePerson

Comply with PCI DSS and GDPR

Data minimization is a key requirement of multiple standards and regulations, including PCI DSS 4.0 Requirement 3.2.1 “Storage of account data is kept to a minimum, for ex. by rendering account data unrecoverable when no longer needed.” Article 5.1 of the GDPR states that “Personal data shall be: adequate, relevant and limited to what is necessary in relation to the purposes for which they are processed (‘data minimisation’);

That’s not all! Data minimization is also a core requirement of the US’s proposed Federal American Privacy Rights Act (APRA).

Satisfying the requirements of these regulations requires highly accurate PII detection, including in cases of ASR transcription errors, conversational disfluencies, multilingual and multinational exchanges, and sensitive data like credit card numbers spread out over multiple pieces of dialogue.

PII Detection And Redaction Use Cases

Use Chatbots While Maintaining Compliance

Today’s chatbots and LLMs are incredibly powerful but are similar to the first Wifi networks – there were no passwords, and anyone could log on to any network.

Data that is processed by cloud chatbots or that is used by your data science team to build an internal chatbot can easily leak out or be extracted. It can be as simple as “Tell me Mr Jone’s banking information”.

Private AI mitigates this risk by removing PII before it is sent to the chatbot. Redacted data is easily inspected by non-technical data custodians, building trust that compliance and data privacy are maintained.

Enable Your Data Science Team And AI-based Tools

AI has enabled a number of quality and efficiency improvements in Call & Contact Centers, such as the ability to monitor customer satisfaction and agent performance across every call.

Data privacy and regulatory compliance are key concerns when using such AI-based software, which is usually run in the cloud and requires customer data to be sent outside your organization or to your internal Data Science teams.

Private AI’s on-premise solution redacts transcripts and audio before it leaves your premises, enabling AI-based software without compromising user privacy. 

Try it today, your data science and compliance teams will love you for it!

Keep PCI Information Out Of Your CRM

Private AI can easily be integrated into your CRM and other call center software via an API integration, catching and removing accidental entries of PCI by agents or via call transcript tools from sales and customer support recordings, invoices, application forms and more which will live within your CRM.

 

Why Private AI?

Unrivaled Accuracy

Private AI has the most accurate PII detection engine on the market. It is specifically optimized for transcripts from ASR systems including Assembly AI, Deepgram and AWS Textract.

Built for Enterprise

On-premise or self-hosted deployment in your cloud environment, bank-level security and custom models. Private AI is currently deployed within multinational financial service organizations, government, and big tech, efficiently processing billions of API calls per month.

No Rules and Regexes

Rule, regex and filter-based systems are difficult to setup correctly and require a lot of maintenance. Private AI’s PII detection engine understands the context of a call similar to how a human would, resulting in fast turnkey setup, installation and operation as well as superior accuracy.

50+ Languages

Private AI supports over 50 languages , covering multinational information, and is deployed in Japan, Hong Kong, Australia, USA, Canada, Germany, UK, Switzerland, and more.

Focus on Customer Service. Let us handle Compliance

Book a Demo

Try our Web Demo​

See our Redaction Capabilities in Real-Time

Type your text into the demo or select a pre-populated example from the list on the left to see our AI-powered solution in action:

Redact PDFs & Files

Upload a file into the box below to see our PDF and file redaction capabilities. Files must be less than 5MB and processing may take up to 1-2 minutes depending on the file size.

Mitigate LLM Privacy Concerns with PrivateGPT

With PrivateGPT, businesses can easily scrub out any personal information that would pose a privacy risk before it’s sent to ChatGPT, and unlock the benefits of cutting edge generative models without compromising customer trust.  

Create a free account to try PrivateGPT today:

Get a free API Key

Create a free account on our customer portal and generate a free API key for 500 calls (approximately 50k words). No commitment, no credit card required!

See our Redaction Capabilities in Real-Time

Type your text into the demo or select a pre-populated example from the list on the left to see our AI-powered solution in action:

Redact PDFs & Files

Upload a file into the box below to see our PDF and file redaction capabilities. Files must be less than 5MB and processing may take up to 1-2 minutes depending on the file size.

Mitigate LLM Privacy Concerns with PrivateGPT​

With PrivateGPT, businesses can easily scrub out any personal information that would pose a privacy risk before it’s sent to ChatGPT, and unlock the benefits of cutting edge generative models without compromising customer trust.  

Create a free account to try PrivateGPT today:

Get Compliance-Ready

Download the Free Report

Request an API Key

Fill out the form below and we’ll send you a free API key for 500 calls (approx. 50k words). No commitment, no credit card required!

Language Packs

Expand the categories below to see which languages are included within each language pack.
Note: English capabilities are automatically included within the Enterprise pricing tier. 

French
Spanish
Portuguese

Arabic
Hebrew
Persian (Farsi)
Swahili

French
German
Italian
Portuguese
Russian
Spanish
Ukrainian
Belarusian
Bulgarian
Catalan
Croatian
Czech
Danish
Dutch
Estonian
Finnish
Greek
Hungarian
Icelandic
Latvian
Lithuanian
Luxembourgish
Polish
Romanian
Slovak
Slovenian
Swedish
Turkish

Hindi
Korean
Tagalog
Bengali
Burmese
Indonesian
Khmer
Japanese
Malay
Moldovan
Norwegian (Bokmål)
Punjabi
Tamil
Thai
Vietnamese
Mandarin (simplified)

Arabic
Belarusian
Bengali
Bulgarian
Burmese
Catalan
Croatian
Czech
Danish
Dutch
Estonian
Finnish
French
German
Greek
Hebrew
Hindi
Hungarian
Icelandic
Indonesian
Italian
Japanese
Khmer
Korean
Latvian
Lithuanian
Luxembourgish
Malay
Mandarin (simplified)
Moldovan
Norwegian (Bokmål)
Persian (Farsi)
Polish
Portuguese
Punjabi
Romanian
Russian
Slovak
Slovenian
Spanish
Swahili
Swedish
Tagalog
Tamil
Thai
Turkish
Ukrainian
Vietnamese

Rappel

Testé sur un ensemble de données composé de données conversationnelles désordonnées contenant des informations de santé sensibles. Téléchargez notre livre blanc pour plus de détails, ainsi que nos performances en termes d’exactitude et de score F1, ou contactez-nous pour obtenir une copie du code d’évaluation.

99.5%+ Accuracy

Number quoted is the number of PII words missed as a fraction of total number of words. Computed on a 268 thousand word internal test dataset, comprising data from over 50 different sources, including web scrapes, emails and ASR transcripts.

Please contact us for a copy of the code used to compute these metrics, try it yourself here, or download our whitepaper.