Customer service interactions often contain personally identifiable information (PII) such as names, phone numbers, and dates of birth. As organizations incorporate machine learning (ML) and analytics into their applications, using this data can provide insights on how to create more seamless customer experiences. However, the presence of PII information often restricts the use of this data. In this blog post, we will review a solution to automatically redact PII data from a customer service conversation transcript.
Let’s take an example conversation between a customer and a call center agent.
Agent: Hi, thank you for calling us today. Whom do I have the pleasure of speaking with today?
Caller: Hello, my name is John Stiles.
Agent: Hi John, how may I help you?
Caller: I haven’t received my W2 statement yet and wanted to check on its status.
Agent: Sure, I can help you with that. Can you please confirm the

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