I am a screen recording troubleshooter and I am currently working on a security project for our payment processing team. We have real-time transcription enabled for our agents, but we are seeing credit card numbers appearing in the transcript window even when ‘Secure Pause’ is active. It seems the transcription service captures the audio a few milliseconds before the pause is fully engaged. How can I implement a more robust redaction strategy that ensures PII is never transcribed, even during these transient pause intervals?
This is a common issue with the timing of the ‘Secure Pause’ command. As a ServiceNow developer, I have seen similar patterns with our ticket automation. You should not rely on ‘Secure Pause’ alone for transcription redaction. Instead, you should utilize the ‘Transcription Redaction’ patterns in the Admin menu. You can define specific regex patterns for credit card numbers and social security numbers. The transcription engine will then mask these patterns in the live feed regardless of whether the call is paused or not.
Mon27 is right! We use these regex patterns for our MuleSoft integration. One thing to keep in mind is that the live transcript redaction is only for what the agent sees. If you need to redact the stored transcript in the database, you must also use the ‘Recording Redaction’ service. I love how native this is in Genesys Cloud! It is so much easier than trying to mess with raw Kafka streams like we did in our old on-premise setup.
Hello. I manage our email routing and HTML templates, but I have looked into this for our compliance team. Please be aware that transcription redaction patterns can sometimes have a high rate of false positives if your regex is too broad. This can make the transcript difficult for the agent to read if legitimate data is being masked. I recommend that you test your patterns in a development organization before you push them to your production environment.