Transforming Data Privacy Intermedia Launches AI Transcription Redaction for Intermedia’s Contact Center Solution

Intermedia Cloud Communications, a leading provider of intelligent cloud communications and collaboration solutions – including voice, video, chat, contact center, email, file management, productivity applications, and more – to businesses and the partners that serve them, today announced the launch of AI Transcription Redaction, a new data privacy and security feature designed to automatically identify and redact sensitive customer information from Intermedia Contact Center voice transcriptions. Powered by Intermedia SPARK AI technology, AI Transcription Redaction is the most recent addition to Intermedia AI Interaction Insights – a suite of features developed for Intermedia’s omnichannel Contact Center solution that leverages AI technology to automatically transcribe customer calls, summarize them, flag interactions for review based on key words and phrases, and provide instant sentiment analysis of each call.

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With AI Transcription Redaction, businesses can now better safeguard valuable data while providing an additional layer of critical protection and customer privacy. The solution intelligently and automatically removes various types of sensitive data from Intermedia Contact Center call transcriptions and summaries, including personally identifiable information such as social security numbers, passwords, and dates of birth. It also removes payment card data like bank account and credit card information, as well as personal health information such as medication details and patient IDs. AI Transcription Redaction’s flexible design allows administrators to turn the solution on or off as needed but is enabled by default on transcription-enabled queues. Redactions will also persist when transcriptions are archived. These measures help ensure immediate and ongoing protection for sensitive data.

“Intermedia’s introduction of AI Transcription Redaction to their product suite demonstrates their drive to address critical data privacy concerns in contact center operations,” said Jim Lundy, Founder, CEO and Lead Analyst of Aragon Research. “By leveraging the latest developments in AI technology, businesses can provide additional layers of protection and ensure customer privacy. Carefully applied AI technology can deliver real and meaningful value in enhancing data security and compliance with industry regulations.”

AI Transcription Redaction joins AI Call Transcription, AI Sentiment Analysis, AI Interaction Summary (Beta), AI Evaluator, and AI Meeting Notes & Action Items as Intermedia solution features that utilize Intermedia SPARK AI technology. By harnessing Generative AI, Large Language Models, and Natural Language Processing, Intermedia SPARK AI is helping businesses both large and small enhance employee collaboration, efficiency, productivity, and customer care.

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“The introduction of AI Transcription Redaction to our suite of Intermedia SPARK AI-powered features is another example of how Intermedia identifies opportunities for business improvement, and then develops and delivers the technologies that provide the solution,” said Irina Shamkova, EVP of Product Management at Intermedia. “Data security and customer privacy are paramount concerns for businesses today, especially in the context of contact center and customer service operations.  By automatically redacting sensitive data during the call transcription process, businesses can quickly and efficiently safeguard their customers’ information while remaining compliant with industry regulations. Intermedia SPARK AI technology is transforming how businesses work, and AI Transcription Redaction is just the latest example of how this technology, when carefully and thoughtfully applied, can deliver real and meaningful value.”

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