How to keep sensitive and personal data out of your call recordings and transcripts

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Some of the most powerful features in your Invoca account — such as Signal AI — use recordings of your phone calls to give you actionable insights on the real spoken words and phrases happening in your phone calls. However, some data isn't meant to live in your account forever.

First, you can set up your Invoca account to automatically delete old call recordings, after a duration of your choice. Also, in the case that personalized or other sensitive data is disclosed in your phone calls, Invoca can redact those words, numbers, and phrases before they're ever stored as part of your call records. This helps us protect the privacy of your callers, as well as support compliance efforts with Payment Card Industry (PCI) standards, and different standards in other regulated industries.

Invoca is audited by an accredited PCI compliance firm every year to ensure compliance standards. Please contact your Customer Success Manager if you want to know more about our compliance features, or if you want to enable these automatic removal and redaction features in your Invoca account.
 

How it works

If you enable Invocarecordings of your phone calls, your Invoca account uses AI to build a transcript of the words spoken during your call — both by the caller and the call center agent on the other end of the line. This transcript is used to detect Signals. If you also enable Invoca's redaction service, that AI will also be used to detect certain words, phrases, and numbers that require redaction.

To reduce the risk of any sensitive information from being seen or heard by anyone, your Invoca account redacts certain words, phrases, and numbers in memory, in a streaming fashion, before that data is stored by disk anywhere — either in Invoca servers or by our transcription partners. This means that the unredacted text and audio from your calls never hit disk on our system or in the transcription service.
 

What kinds of information can Invoca redact?

Invoca is capable of redacting a large range of sensitive or personalized words, phrases, or numbers from your phone calls. Here's a sample of some of the data your Invoca account can redact — if you have any questions about other types of data you need to redact, please get in touch with your Invoca Customer Service Manager or Core Account Success Manager.
 

• Credit card and cardholder data, such as…
  • Card Number
  • Expiration Date
    • CVV/Security code
• Personally Identifiable Information (PII) such as…
  • Social Security Number
  • Date of Birth
• Passwords

Related:
• How to review your phone calls by listening to recordings and reading transcripts 
• How to capture advanced insights from your phone calls using Signal AI 
• How to manage access to recordings of your phone calls