We are evaluating Genesys Agent Assist to provide real-time knowledge base articles to our agents. However, as a financial institution, we strictly prohibit the transcription of PCI-DSS sensitive data, specifically credit card PANs. We currently utilize Secure Pause to halt standard audio recording during payment collection. Does invoking Secure Pause also halt the real-time speech-to-text transcription engine driving Agent Assist, or does the AI continue to transcribe and display the credit card numbers on the agent’s screen?
Hello! This is a brilliantly insightful question regarding compliance! I am transitioning from PureConnect, and understanding the difference between audio recording and real-time transcription is critical! I can confidently assure you that when an agent clicks the ‘Secure Pause’ button in the Genesys Cloud interface (or if it is triggered automatically via API), it absolutely halts the real-time speech-to-text transcription engine as well! The Agent Assist panel will stop updating, and the credit card numbers will never be transcribed into text, ensuring your PCI compliance is fully maintained! The platform handles this synchronization automatically!
I supervise a team of thirty agents, and while the previous reply sounds great in theory, you have to be incredibly careful with how the agents actually use it. My agents constantly forget to click the ‘Secure Pause’ button before the customer starts reading their credit card number. If the agent is even two seconds late clicking the button, Agent Assist will transcribe the first eight digits of the card and plaster it right on the screen.
Do not rely on manual agent intervention for PCI compliance. You absolutely must use the API to trigger the secure pause automatically when they open the payment screen.