Hi Kymberli,
As I understand main requirement is to handle recordings with sensitive information and it's not easy to run secure call flow in your case.
What if to use approach with AI application.
1. Call will be recorded
2. At the end of the call will be triggered
AI application speech to text recognition with trained model for your business requirements.
3. If the recording contains sensitive information to cut voice recording.
4. Save new version of the recording somewhere else, like Azure Storage, AWS S3 etc.
5. Delete recording from the Genesys Cloud.
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Taras Buha
taras@noralogix.comwww.noralogix.com------------------------------
Original Message:
Sent: 05-17-2021 19:06
From: Kymberli O'Hagan
Subject: Secure Flow: For agent to receive a CC number - not payment.
Hi all..
I am wondering if this is possible, or if any one else has been able to do something similar.
Is it possible to use a Secure Flow as a phone line that an agent AND client can call or conference in order to have no recording take place? We have lines of business that will take credit card information in order to process payments on behalf of clients with other vendors. We are looking for an alternative way to ensure that when the agent is being given the credit card number, there is no recording.
Any suggestions are welcome :)
#Ask Me Anything (AMA)
#ArchitectureandDesign
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Kymberli O'Hagan
Product Owner, Omni-Channel
Alberta Motor Association
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