Anonymizing Suggestions

Content from the interactions that are marked as suggestions may be masked based on the sensitivity of the data. Customer details that include customer name, credit card details, phone numbers, carrier tracking numbers, email addresses, and Social Security Numbers are masked from suggested responses.

The system reminds the Agent that there could be sensitive data in a suggestion and that the Agent must check before proceeding to present it as a response. The following disclaimer is displayed for every suggested response: