GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Limitations With Accounts Using AudioCodes
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Genesys + Kore Voice Automation - Manual Installation Guide
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
ID R&D Integration With Kore
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

Handling Sensitive Data

Sensitive data refers to any information or knowledge that, if disclosed or accessed by unauthorized parties, could lead to harm, privacy breaches, legal or financial consequences, or other negative impacts. 

This type of information includes Personally Identifiable Information, Payment Card Industry, and Protected/Personal Health Information. Protecting sensitive data is crucial to safeguard individuals, organizations, and their stakeholders from potential risks and harm.

Personally Identifiable Information (PII): PII refers to data that belongs to a specific person, and, when used alone or in connection with other data retained by an organization, can identify that person. For example: Social Security Number (SSN), Phone Number, Email Address, and Passport Information.

Payment card Industry (PCI): PCI information includes PII, which is any data used during a payment card transaction. For example: Credit/Debit card Number, CVV/Security Code, Primary Account Number, and Card Expiry Date.

Protected/Personal Health Information (PHI): PHI refers to any individually identifiable information related to an individual’s past, present, or future physical or mental health condition, healthcare services received, or payment for those services. For example: Medical History, Test/Lab Reports, Reports, Hospital Admission date, and Date of Discharge from the hospital.

Redacting Sensitive Information on SmartAssist

Any end-user input that matches the PII, PCI, or PHI pattern gets redacted in the context object, interactions, and anywhere it may be required.

SmartAssist allows you to redact any sensitive information that customers share. When you enable redaction for sensitive information, you can transform its value into a pattern that doesn’t contain comprehensible data. Learn more.

PII Data that passes through SmartAssist is managed as follows:

For chat conversations: In the response, the system tracks and identifies sensitive information and type of sensitivity (PII, PCI, PHI).

For audio conversations: In the response, the system tracks and identifies information and type of sensitivity (PII, PCI, PHI) in the transcription.

Example conversation from the customer sharing PII information:

Hello, my name is John Doe. I live at 123 Main Street, Anytown, USA. My phone number is 555-555-5555, and my email address is johndoe@example.com. My date of birth is January 1, 1980.

After masking the above example for sensitive information it appears as follows:

Hello, my name is **** ***. I live at *** **** **, ****, ***. My phone number is ***-***-****, and my email address is ********@***.com. My date of birth is ****** **, ****.

Handling Sensitive Data

Sensitive data refers to any information or knowledge that, if disclosed or accessed by unauthorized parties, could lead to harm, privacy breaches, legal or financial consequences, or other negative impacts. 

This type of information includes Personally Identifiable Information, Payment Card Industry, and Protected/Personal Health Information. Protecting sensitive data is crucial to safeguard individuals, organizations, and their stakeholders from potential risks and harm.

Personally Identifiable Information (PII): PII refers to data that belongs to a specific person, and, when used alone or in connection with other data retained by an organization, can identify that person. For example: Social Security Number (SSN), Phone Number, Email Address, and Passport Information.

Payment card Industry (PCI): PCI information includes PII, which is any data used during a payment card transaction. For example: Credit/Debit card Number, CVV/Security Code, Primary Account Number, and Card Expiry Date.

Protected/Personal Health Information (PHI): PHI refers to any individually identifiable information related to an individual’s past, present, or future physical or mental health condition, healthcare services received, or payment for those services. For example: Medical History, Test/Lab Reports, Reports, Hospital Admission date, and Date of Discharge from the hospital.

Redacting Sensitive Information on SmartAssist

Any end-user input that matches the PII, PCI, or PHI pattern gets redacted in the context object, interactions, and anywhere it may be required.

SmartAssist allows you to redact any sensitive information that customers share. When you enable redaction for sensitive information, you can transform its value into a pattern that doesn’t contain comprehensible data. Learn more.

PII Data that passes through SmartAssist is managed as follows:

For chat conversations: In the response, the system tracks and identifies sensitive information and type of sensitivity (PII, PCI, PHI).

For audio conversations: In the response, the system tracks and identifies information and type of sensitivity (PII, PCI, PHI) in the transcription.

Example conversation from the customer sharing PII information:

Hello, my name is John Doe. I live at 123 Main Street, Anytown, USA. My phone number is 555-555-5555, and my email address is johndoe@example.com. My date of birth is January 1, 1980.

After masking the above example for sensitive information it appears as follows:

Hello, my name is **** ***. I live at *** **** **, ****, ***. My phone number is ***-***-****, and my email address is ********@***.com. My date of birth is ****** **, ****.