Contents in this Article
General Overview
Some of the most powerful features in your Invoca account — such as Signal AI — use call recordings and transcripts to give you actionable insights based on the real words and phrases spoken during your calls. At the same time, not all information should live in your account.
To help protect sensitive data, Invoca automatically applies standard redaction to both call recordings and transcripts. This ensures personal and financial information is never stored in your account, supporting your compliance efforts and safeguarding caller privacy.
In addition, you can configure your account to automatically delete call recordings after a set retention period of your choice.
Invoca is audited annually by an accredited PCI compliance firm to ensure we meet industry standards. If you’d like to learn more about our compliance features, please contact your Customer Success Manager.
Note: Redaction is currently available in the USA and UK networks.
How It Works
When call recording is enabled, Invoca automatically generates a transcript of the caller and agent conversation. This transcript powers features like Signals.
With redaction enabled, Invoca’s AI detects and removes sensitive words, phrases, and numbers in memory, in real time before any data is written to disk. This means:
Unredacted audio and text never touch Invoca servers or our transcription partners.
Redaction is applied consistently to both recordings and transcripts.
What Gets Redacted
Invoca’s standard redaction includes the following fields. These cannot be disabled or customized to capture partial values.
Payment Card Information (PCI)
- Credit Card Number
- Expiration Date
- CVV / Security Code
- Bank Account Number
- Routing Number
Personally Identifiable Information (PII)
- Social Security Number (SSN)
- Date of Birth
- Driver’s License Number
- Passport Number
- Passwords
