Genesys Cloud - Main

Q1 - We have recently implemented Genesys CoPilot Auto Summary and have uncovered that Date of Birth (DOB) is not redacted as PII Sensitive information as part of the standard LLM prompt. Appreciate that there are Genesys enhancements coming at the end of Sept that enable custom prompts, however is DOB on the roadmap to be included as standard LLM prompt?

Q2 - We have uncovered that DOB is not a Genesys standard redacted PII information.  This is considered PII information in my organisation and is also listed as the first bullet point on the Australia government website [https://www.oaic.gov.au/privacy/your-privacy-rights/your-personal-information/what-is-personal-information]. Do Genesys have plans to include DOB in the below list of personal information that is automatically redacted from transcripts?

• User information such as usernames [user info]
• Phone number [phone]
• Email address [email]
• Person name [name]
• Zip or postal code [postal code]
• Passwords [user info]
• Locations [location]
• National Identification Number [national id]
• Other PII such as license plate number and bank account number [sensitive data]

#PlatformAdministration
#QualityManagement
#Roadmap/NewFeatures
#Security
#Unsure/Other

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Deepa Galaiya
Product Owner, Customer Interactions
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I don't know of any plans to add DOB to the standard PII definition you quoted...that would have to be an enhancement request submitted via the Ideas Portal (I couldn't find an existing request)

The custom format coming later this year is probably your only recourse once it is out.

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George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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We have discovered that TFN is also not being redacted by the LLM for auto summaries which is concerning. It is redacted in the transcript as part of the Genesys platform control but seems to fall short with the auto sum LLM AWS bedrock model being used. Now available in Amazon Transcribe: Automatic Redaction of Personally Identifiable Information | AWS News Blog

It would be great if Genesys could influence AWS Bedrock to redact TFN and DOB so that we do not have to go through the custom prompt solution. These data points would surely be standard PII requirements for all Australian companies.

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Deepa Galaiya
Product Owner, Customer Interactions
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