Keywords in AI Notes

6 replies
719 views

Hello,

Can you tell me if RC AI Notes can be programmed to detect keywords that would then prompt an end user to pause the conversation, so we are compliant per PCI DDS (Payment Card Industry Data Security Standard)?

Mary-Community_ModeratorAnswer

Community Manager

Hi @smorales

Currently, our AI Notes don't have the ability to automatically pause a conversation when sensitive information is detected. However, I have some good news!

Our Product Team is actively developing a new feature that will automatically redact sensitive information, like credit card numbers, from transcripts and AI Notes. This will help you stay compliant with PCI standards by making sure no sensitive data is stored in the notes.

This feature is expected to be available by the end of Q3. Would this solution work for you? We'd also love to give you the opportunity to test the feature as soon as it's ready!

Mary-Community_ModeratorAnswer

Community Manager

Hi @smorales

Currently, our AI Notes don't have the ability to automatically pause a conversation when sensitive information is detected. However, I have some good news!

Our Product Team is actively developing a new feature that will automatically redact sensitive information, like credit card numbers, from transcripts and AI Notes. This will help you stay compliant with PCI standards by making sure no sensitive data is stored in the notes.

This feature is expected to be available by the end of Q3. Would this solution work for you? We'd also love to give you the opportunity to test the feature as soon as it's ready!

S

smorales

Author

The First Step

Thank you for the response. I understand there isn’t an option to automatically pause a call recording but is there a capability to use a keyword that would create a pop up to remind the agent to pause the call while taking cc info?

We be open to testing the new feature coming out in Q3. Thank you for the opportunity!

Mary-Community_Moderator

Community Manager

Thank you for the response. I understand there isn’t an option to automatically pause a call recording but is there a capability to use a keyword that would create a pop up to remind the agent to pause the call while taking cc info?

We be open to testing the new feature coming out in Q3. Thank you for the opportunity!

Hi @smorales,

Thanks for the clarification! That makes perfect sense. To answer your question directly, there isn't a way to create a pop-up with a keyword at the moment.

I'm really excited that you're willing to give the new feature a try once it's available. I'll let you know as soon as it's ready for testing!

S

smorales

Author

The First Step

With the update that is expected in Q3 will sensitive information still be stored on the recorded calls?

Mary-Community_Moderator

Community Manager

With the update that is expected in Q3 will sensitive information still be stored on the recorded calls?

Hi @smorales, I’m checking in with the team now regarding your follow-up question. I’ll keep you posted. 🙂

M

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