Personally identifiable information is data that can identify a specific individual, including names, phone numbers, addresses, social security numbers, and account identifiers. Voice conversations frequently contain PII requiring careful handling.
How does voice AI handle PII?
Voice agents must protect PII throughout its lifecycle. This includes secure transmission during calls, appropriate storage with access controls, retention limits, and secure deletion. Some implementations detect and redact PII from transcripts or recordings to minimize exposure.
Why does PII protection matter?
Regulations like GDPR, CCPA, and industry-specific rules impose obligations for PII handling. Beyond compliance, protecting customer data is an ethical responsibility and business necessity. Breaches damage trust and can result in significant financial and reputational harm.
PII protection in practice
A voice AI platform implements PII protections including: encryption for all data in transit and at rest, automatic detection and redaction of sensitive numbers in transcripts, role-based access limiting who can retrieve full recordings, and automatic deletion after retention periods expire. Regular audits verify controls are functioning.