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Intermedia Debuts AI Transcription Redaction for Enhanced Data Privacy in Contact Centers


Data security and customer privacy have emerged as critical concerns for businesses across various industries. This is particularly evident in the realm of contact center and customer service operations, where organizations handle vast amounts of sensitive customer information on a daily basis.

The potential consequences of a data breach in these environments are significant, ranging from financial losses and legal liabilities to irreparable damage to a company's reputation. To put into perspective how damaging a data breach is to a company, IBM states that the average cost of a data breach in the U.S. is $9.44 million. That is huge, especially if multiplied.

Recognizing the gravity of the situation, intelligent cloud communications providers are taking proactive steps to address data security concerns. One such example is Intermedia Cloud Communications. Recently, the company announced the launch of AI Transcription Redaction, a data privacy and security feature designed to automatically identify and redact sensitive customer information from Intermedia Contact Center voice transcriptions, ensuring that confidential data remains protected.

This innovative tool intelligently and automatically removes various sensitive data elements from Intermedia Contact Center call transcriptions and summaries, providing an additional layer of critical protection. Personally identifiable information such as Social Security numbers, passwords and dates of birth are effectively redacted, ensuring confidentiality.

AI Transcription Redaction also eliminates payment card data like bank account and credit card information, as well as personal health information including medication details and patient IDs. With its flexible design, administrators have the freedom to activate or deactivate the solution as needed, although it is enabled by default on transcription-enabled queues. Redactions remain intact even when transcriptions are archived, guaranteeing immediate and ongoing safeguarding of sensitive data.

“By automatically redacting sensitive data during the call transcription process, businesses can quickly and efficiently safeguard their customers' information while remaining compliant with industry regulations,” said Irina Shamkova, Executive Vice President of Product Management at Intermedia.

Alongside AI Transcription Redaction, Intermedia offers a comprehensive range of AI-driven tools including AI Call Transcription, AI Sentiment Analysis, AI Interaction Summary, AI Evaluator and AI Meeting Notes & Action Items. Together, these features redefine the way businesses leverage technology to achieve their goals while maintaining the highest standards of data security and customer satisfaction.

AI Transcription Redaction is the latest addition to Intermedia's suite of solution features that leverage the power of Intermedia SPARK AI technology. Utilizing the likes of generative AI, large language models and natural language processing, Intermedia SPARK AI empowers businesses of all sizes to enhance employee collaboration, improve efficiency, boost productivity and elevate customer care.

“Intermedia SPARK AI technology is transforming how businesses work, and AI Transcription Redaction is just the latest example of how this technology, when carefully and thoughtfully applied, can deliver real and meaningful value," said Shamkova.

By investing in advanced technologies like AI and leveraging them to enhance data security practices, businesses can mitigate the risks associated with customer information breaches. Initiatives such as AI Transcription Redaction not only demonstrate a company's commitment to protecting customer privacy but also contribute to building trust and loyalty among their clientele.

Edited by Alex Passett
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