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  • 1.  Searching Voice Transcripts or Voice Conversations for PCI content

    Posted 8 days ago

    While we utilize a variety of mechanisms to automatically pause and resume recordings while PCI information is being discussed, invariably, some agents will collect the information outside of these mechanisms.  

    We'd like to search either transcripts or conversations to find any interactions that PCI information has been identified (via the AI based PCI identification process (masked)). 
    Is there a search API that offers a way to identify those interactions?


    #PlatformAPI

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    Ryan Pierce
    Developer
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  • 2.  RE: Searching Voice Transcripts or Voice Conversations for PCI content

    Posted 8 days ago

    You can search Interaction Content directly from the Analytics workspace. The report filters have checkboxes for PCI data.

    You can also use API to search for transcripts with keywords. Also used the Python SDK to extract conversation transcripts with keywords or phrases, works well.

    I have not had a need to check the PCI options nor query for them so not sure how they work.



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    Simon Brown
    Maintel Europe Limited
    Senior Applications Consultant
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    Original Message


  • 3.  RE: Searching Voice Transcripts or Voice Conversations for PCI content

    Posted 6 days ago

    Yes, you can search for those interactions using the Analytics Conversations Query API:

    POST /api/v2/analytics/conversations/details/query

    If PCI detection is configured via Speech & Text Analytics (for example, through categories or content search), you can filter conversations based on those attributes.

    Typically, this is done by filtering for:

    • Conversations that contain transcripts

    • Categories associated with PCI detection

    • Or speechAndTextAnalytics-related fields indicating masking/content detection

    Once you identify the conversations, you can then retrieve the transcript using the transcript API if needed.



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    David Betoni
    Principal PS Consultant
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    Original Message


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