Redaction Strategy

Overview

Prior to commencing the creation of a redaction strategy, it is essential to begin with a clearly defined and well-understood problem, along with an understanding of how this particular use case can be effectively executed.

For instance, your objective may be to redact a customer's social security number and, in certain instances, their credit card information. To achieve this, you would need to: 1) identify interactions where customers are asked for their SSN and 2) determine the specific circumstances when PCI data is required.

Another crucial element in your redaction strategy is comprehending the dynamic nature or "flow" of a conversation. Unlike financial or medical documents where confidential data is consistently located in predetermined fields, this is not the case for customer conversations.

In the example below, the social security number is always located in field 2 on the right side of the form.

For conversations, the social security number can be found in several ways or formats as highlighted in the examples below.

You can use the following questions to help refine your own redaction criteria:

• What data am I trying to redact?

• Is constant analysis required to understand this problem?

• What types of calls do I need to identify?

• What speaker phrases or metadata can be used to surface this problem?

• What data can be used for measuring meaningful differences in redaction performance?

After defining your criteria, you can start contemplating how to structure your insights. Identifying logical groupings that facilitate categorization, you can then utilize the accumulating data to populate these categories.