Amazon Connect Contact Lens now provides sensitive data redaction from voice and chat conversational analytics in French (France, Canada), Portuguese (Portugal, Brazil), Italian, German, and Spanish (Spain). Automatic redaction of sensitive data redaction helps you protect your customer’s privacy by removing personally identifiable information (PII), financial account numbers and PINs, and Internet access details (URLs, usernames, passwords) from conversation transcripts and audio files. You can choose to redact selected or all sensitive data entities, and whether they are replaced with a generic placeholder (e.g., [PII]) or an entity-specific placeholder (e.g., [NAME]) to indicate the type of information redacted.
Amazon Connect is an AI-powered application that provides one seamless experience for your contact center customers and users. Contact Lens provides conversational analytics that enable you to monitor, measure, and continuously improve contact quality and agent performance for a better overall customer experience.
Sensitive data redaction is available in all AWS Regions where Amazon Connect is available. For more information, refer to the following list of resources:
- Amazon Connect Contact Lens and pricing
- Enable redaction of sensitive information
- Supported languages
Categories: marketing:marchitecture/contact-center,general:products/amazon-connect
Source: Amazon Web Services
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