Intelligent Voice transcription for Zendesk Talk is a Zendesk App for users of Zendesk Talk.
A standard feature of Zendesk Talk is to record calls and create tickets in Zendesk Support which include the recordings as comments on the tickets. Intelligent Voice transcription for Zendesk Talk creates an additional comment containing the recording and a transcription. If the call contains payment card data in English - numbers and months - then the transcription and the recording in the new comment will be redacted.
How does the system work? At the end of a call your Talk recording is picked up by Intelligent Voice. The call runs through Intelligent Voice's speech to text engine for English. Once transcribed, Intelligent Voice's PCI algorithm for English is run across the transcription.
What happens if PCI in English is detected? If PCI data is detected - any spoken number or month in English - it is redacted in both the audio & the transcript. The audio is redacted by replacing the numbers and months in the recording with silence. The redacted recording is added as a Comment to the Zendesk Support ticket. If your Intelligent Voice installation has been configured to also include the transcription, it will be included in the same Comment as the redacted recording, with the PCI data in the text replaced by dots. A separate Comment is then added "[Intelligent Voice redacted possible PCI data in this recording]"
What happens if PCI in English is not detected? If PCI data is not detected, the unredacted recording is added as a Comment to the Zendesk Support ticket. If your Intelligent Voice installation has been configured to also include the transcription, it will be included in the same Comment as the redacted recording. A separate Comment is then added "[Intelligent Voice scanned this recording for PCI data]".
Is there a delay? The redaction and transcription are run the instant the call has ended and should appear in the ticket within 1 hour (long calls may take a little longer to process).
Triggers & Additional Processing You are able to set triggers, based on whether redactions were made or not, based on the separate types of square-bracketed Comment added.
What happens to the Original Recording: Currently Zendesk add the Original (un-redacted) recording to the ticket and if you set up the Trigger correctly this will send the recording out for Redaction.
The Original Recording will be automatically deleted at the end of the redaction process if it finished without errors and the redacted version will be uploaded at the same time.
You can set a retention period for this so that the Original Recording is automatically deleted no matter what. The retention period is configurable by the customer (under Admin/Channels/Talk/Numbers). We recommend the shortest option, delete after 1 day. More detail here: https://support.zendesk.com/hc/en-us/articles/213857708-Managing-recording-options-in-Zendesk-Talk
Accuracy: we cannot guarantee 100% accuracy as the quality of the audio can be variable and this will have an impact upon the process, however the algorithm we use allows for some interference and we have undertaken extensive testing in the Talk environment..