The Personal Data Redaction feature in Zoom Virtual Agent allows admins to manage the handling of Personally Identifiable Information (PII) within bot transcripts. When enabled, the system automatically analyzes transcripts to identify Personal Data Entities and replaces them with generic placeholder text. This ensures that sensitive information is fully protected and cannot be viewed by anyone.
For example, if a bot transcript contains a phone number like (123)-123-1234, the system will replace it with [PHONE] in the transcript, safeguarding the sensitive data without exposing it.
Any updates made to the personal data redaction settings are automatically synchronized between Zoom Contact Center and Zoom Virtual Agent.
Note: Redacting personal data is separate from the following features, which apply to different areas of Zoom Virtual Agent and have different use cases.
Important: Due to predictive nature of machine learning algorithm that is used in this feature, Zoom Virtual Agent cannot guarantee 100% accuracy when detecting personal data. Users of this feature are responsible for ensuring the accuracy of the redaction results.
By default, personal data redaction is enabled to ensure that sensitive information is removed from bot transcripts.