We're excited to announce the launch of PII Redaction in Retell, now available under all payment plans.

With Retell's PII Redaction, sensitive details like names, addresses, DOBs, passwords, and pins are automatically detected and removed from both transcripts and recordings.

How does Agentic AI impact data security? 

AI challenges data privacy on its reliance on large amounts of data to function. If data isn't adequately secured, AI models that store raw data, lack encryption, or are exposed to cyberattacks are at risk of leaking sensitive data. The storing of unredacted transcripts of customer conversations without safeguards could lead to the exposure of private details. To mitigate the security risks that come with AI models, AI-driven solutions like redaction and data anonymization become key in preserving data integrity. With our new PII redaction feature, businesses now have a built-in safeguard to automatically remove sensitive details from conversations, closing a significant security gap.

Keeping data appropriately secured while using AI.

Data security in the modern Agentic AI era consists of carefully selecting tools and platforms that prioritize privacy by design. A platform that is private by design should include safeguards like redaction, anonymization, and built-in encryption. Companies should only feed AI systems the minimum data required to perform their tasks, as opposed to exposing complete data sets. Additionally, choosing solutions that comply with strict regulatory standards like HIPAA, GDPR, and SOC 2 regulations ensures an extra layer of security and that information is stored responsibly. These practices help individuals and businesses alike benefit from AI while minimizing privacy risks.

What does PII Redaction mean for organizations? 

Personally Identifiable Information (PII) refers to any data that can be used to identify or trace an individual, including basic identifiers like names, addresses, phone numbers, or email addresses. Since PII can uniquely identify an individual, protecting it is essential for maintaining privacy and preventing fraud.

PII Redaction is the process of automatically detecting and removing all sensitive information from transcripts. Once sensitive information is recognized, the elements are either masked or replaced entirely before the data is stored and analyzed. Organizations can ensure the protection of customer privacy while reducing the risk of breaches by masking PII before data is stored. PII redaction allows organizations to retain valuable insights in conversations while establishing compliance with strict regulations such as GDPR and HIPAA requirements. PII redaction is becoming increasingly critical where large volumes of sensitive data are processed daily in healthcare, finance, and customer support industries. By embedding the PII redaction process directly into our platform, we allow companies in these industries to scale securely without the added burden of manual data protection.

What does PII Redaction mean for the Retell AI?

Our newly implemented PII Redaction feature can automatically remove any personal identifiers from both recordings and transcripts to reinforce the security of sensitive information. This further ensures that businesses comply with strict privacy laws while reinforcing user trust.

Now, teams can review conversations for training, quality assurance, and insights without exposing sensitive information. With flexible controls, teams can customize what gets redacted and maintain audit visibility. 

By safeguarding private data with Retell's PII Redaction, users can look forward to reduced liability and the responsible, secure use of AI-driven customer interactions.

How to Adjust and Select Information with Retell's PII Redaction

• Open your agents' Security & Fallback Settings.
• Under Personal Info Redaction, you'll see a list of PII types you can redact.
• Information checkboxes, such as names, DOBs, SSNs, passwords, and emails, are just a few examples of the many redaction options. 
• Check the box with the sensitive information to be redacted and hit save.
• From then on, the items will automatically be redacted and replaced within transcripts.

*Note: Administrators and Developers still have the option to redisplay sensitive information if needed for auditing purposes 

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 In Summary 

• PII Protection: Our newly launched PII redaction feature allows for the auto-redaction of sensitive info (names, DOBs, passwords) from transcripts and recordings
• Custom Settings: Choose what to redact in Security & Fallback Settings; admins can still access for audits
• Secure & Compliant: Helps reduce risk, protect data, and support safe call analysis.

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