PII-Management

Overview

PII Redaction in Ix Hello Customer refers to the process of automatically identifying and concealing Personally Identifiable Information (PII) from customer interactions—especially in call recordings, transcripts, and other data formats—to ensure privacy, security, and regulatory compliance.

PII redaction involves removing or masking sensitive personal data such as:

• Names

• Phone numbers

• Email addresses

• Credit card details

• Social Security numbers

• Birthdates

• Addresses

This ensures that even if data is accessed, personal details remain protected.

Benefits:

• Increased overall Data Security and control. • Meets sensitive data compliance concerns • Manageable LLM data use & interactions • Increased Org control of bot builders data exposure

Why Is It Important?

• Compliance: Helps meet regulations like GDPR, CCPA, and PCI DSS.

• Customer Trust: Shows commitment to data privacy, enhancing customer confidence.

• Risk Reduction: Minimizes chances of data breaches and identity theft.

• Operational Efficiency: Automates a time-consuming process, reducing manual errors.

Let's learn how to configure PII Redaction in iX Hello:

We can enable PII Redaction in both Basic Mode and as well as Studio mode.

Step 1: Studio Mode:

Login to the iX Hello application. Under Studio mode choose the organization menu. With in Organization menu choose ("Manage Organization Configurations") Administration menu.

These settings determine how Personally Identifiable Information (PII) is handled in bots created within the organization.

1. Mandate PII Configuration

• If enabled:

  • Bot creators must configure PII redaction.

  • Alternatively, they must explicitly acknowledge that no PII is present in the bot.

  • This enforces stricter compliance and accountability.

2. PII Configuration is optional

• If enabled:

  • Bot creators are not required to configure PII redaction.

  • However, they can still choose to configure it if needed.

  • Offers flexibility but may pose a risk if PII is unintentionally left unredacted.

  

Step 2: Basic Mode:

How to enable PII Redaction in Basic Mode Apps:

1. Login to iX Hello in Basic Mode, specifically under the "My Assistants" section.

   1. Dropdown Menu Options: PII Redaction: A feature to remove personally identifiable information from conversations or data.

   2. Click on the PII Redaction.

1. Once clicked on PII Redaction, PII Redaction settings pop-up for the chosen assistant within the "My Assistants" section of a platform interface.

   1. Toggle Option: You can enable or disable automatic redaction of PII. In the image, it's currently turned off.

   2. Disclaimer:

      1. Impact: It warns that enabling redaction might reduce the bot’s accuracy and performance, since important context could be hidden.

1. If you want to enable the PII Redaction, click on the toggle button and enable it, once enabled, you encounter the below screen and You can choose to redact any of the following data types:

Setting	Description
Credit Card	12–19-digit card numbers
Crypto wallet	Cryptocurrency wallet addresses (e.g., Bitcoin).
Date/Time	Specific or relative time references.
Domain Name	Internet domains like example.com.
Email Address	Identifiable email addresses.
IBAN Code	International bank account numbers.
IP Address	IPv4 or IPv6 addresses.
Location	City, region, or geographic names.
National Registration Plate	Vehicle license plate numbers.
Person Name	Names identified through context and models.
Phone Number	With or without country codes.

1. You can choose all the options or choose few based on the client's requirement which you want to mask or hide it from the users.

1. Once clicked save then all the information will be hidden from the users, and the bot will be PII enabled.

1. The same app where PII redaction was enabled in Basic Mode can also be accessed in Studio Mode, allowing you to enable or disable PII redaction based on your specific use case — and vice versa.

2. Open the Custom App and navigate to the "Publish" tab. If PII redaction is enabled, you'll see a green shield icon. If it's disabled, the shield icon will appear grey.

1. If you want to disable the PII redaction in the existing app in the studio mode, then navigate to Publish tab and click on the App Name and you will see the toggle button to disable it.

1. Once you click on save button, the changes will be saved and the PII redaction will be disabled to that particular app, and the Shield Icon will turn to grey.

Step 3: You can even configure PII Redaction from different Tabs in Studio Mode:

1. AI-Content: Navigate to AI content tab and then click on Add New Content button, you will encounter Adding AI Content through file upload Settings:

1. In this particular app, when uploading content, PII Redaction will automatically be applied to the following entities:

   1. CREDIT_CARD: Credit card numbers

   2. CRYPTO: Cryptocurrency wallet addresses

   3. DATE_TIME: Dates and times

   4. DOMAIN_NAME: Internet domain names

   5. EMAIL_ADDRESS: Email addresses

This ensures sensitive information is masked during AI content processing.

1. Method Screen: Navigate to Method tab and then click on Edit action button of the existing method, you will encounter a configuration screen for the input method, where in you will see the PII Fields,

   1. PII_Entities: You can specify which types of PII to redact (e.g., CREDIT_CARD, EMAIL_ADDRESS).

   2. PII_Language: Defines the language context for PII detection (e.g., en, fr).

1. Leaving these fields blank means PII redaction is not currently configured, which could pose a privacy risk depending on the use case.

2. Let's see how the bot responds using PII redaction and without PII Redaction.

3. With Out Enabling PII Redaction the response from the Bot is:

1. With Enabling the PII Redaction specifically for " Location" the Bot response will be as below:

Now you know how to use PII redaction in the apps.