Understanding Redaction

Overview

Redacting conversations inside BrainEngine is a two-step process.

First, annotations are created using a combination of “Redaction Policies and Insights” to indicate which areas within the conversation are marked for redaction.

Second, removing the content from the conversation.

Sample Use Case

One of the most requested use cases in the industry is the sharing of confidential data within the enterprise.

In the example below, the requirement is for operations to share all incoming calls with the Marketing and Analytics departments. The requirements for each department is listed below:

• Operations - Requires that PII is to be redacted for every conversation.

• Marketing - Requires that state information remain unredacted.

• Analytics - Requires that state information remain unredacted and loan amounts labeled according to support guidelines.

Since Operations is the primary user, a Program is created with an attached Redaction Group containing the following Redaction Rules:

• Name

• SocialSecurityNumber

• Address

• Location

• Money

In order to meet the requirement for the marketing department, a secondary program is created where the 'Location' Redaction Rule is excluded from processing.

For the analytics department, a secondary program is created where the 'Location' Redaction Rule is excluded from processing and additional logic (a Content Group) is applied to the 'Money' Redaction Rule.

Sample Call