Automatically redact sensitive information, such as credit card numbers and personally identifiable information (PII), from call recordings. Reduce compliance risk and protect customer data without manual effort. Meet regulatory requirements, including Payment Card industry Security Standard (PCI DSS) and General Data Protection Regulation (GDPR), while preserving call quality and context for training and review. Reduce Quality Analyst effort with AI-powered automated evaluation of every voice, messaging, and email-to-case interaction.
Where: This change is available in Salesforce orgs with this telephony model.
- Salesforce Voice (Native Telephony)
Who: To configure redaction from audio recordings, you need the Agentforce Contact Center Admin (Salesforce Voice) permission set.
How: From Setup, go to the Recording and Transcription page and turn on Sensitive Data Redaction for Audio Recordings.