ASAPP employs a default policy for all implementations. For each implementation, a policy can be further customized to include or exclude certain types of redaction to suit the targeted use case(s).

Some redaction rules are always required to be implemented. Others are required to be implemented in situations where agents are taking payments directly.

Required policies must be used unless both ASAPP and the Customer’s security assurance leaders (CISO equivalent or delegate) approve that they are not necessary for the scope of the implementation.

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Default Policy

All rules in the default policy are applied immediately to (1) utterances from all participants in a conversation and (2) all agent-written summary notes.

This default policy applies to training data sent to ASAPP and operational data used by and stored as a result of live implementations.

RuleRequirement
Credit Card NumbersAlways Required
Social Security NumbersAlways Required
9-Digit NumericsAlways Required
3-Digit NumericsDefault*
4-Digit NumericsDefault*
10-Digit NumericsDefault
E-mail AddressesDefault**
Phone NumbersDefault
Voice Credit Card NumbersDefault

*Required in situations where agents are taking payments directly. **Email addresses rule is a default for digital messaging conversations only. For more information, visit email redaction capabilities.

By default, ASAPP also applies redundant credit card number and social security number redaction to all stored operational event data prior to persisting it. This is not configurable.

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AI Services Redaction

ASAPP applies redaction policies to the following types of data:

  • Data provided to ASAPP for initial model training prior to implementation
  • Data ingested or outputted as part of a service’s regular operation

Redacted data elements are outlined below for each product. Reach out to your ASAPP account contact to configure a redaction ruleset suited to your use case.

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AutoCompose

Redacted Training Data:

  • Historical conversation transcripts provided to ASAPP for generating an agent global response list specific to a given implementation

Redacted Operational Data:

  • Conversation transcript messages provided to ASAPP

Read more about AutoCompose here.

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AutoSummary

Redacted Training Data:

  • Historical conversation transcripts and summary notes provided to ASAPP for training summarization models and for generating an intent hierarchy specific to a given implementation Redacted Operational Data:
  • Conversation transcript messages provided to ASAPP

Read more about AutoSummary here.

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AutoTranscribe

Redacted Training Data:

  • Recorded call audio files provided to ASAPP for speech-to-text model training
  • Written transcripts generated from historical call audio files provided to ASAPP for speech-to-text model training

For training audio files only, redacted portions are removed from the audio itself using the default redaction policy. In these training test sets, audio is redacted with a beep sound or discarded entirely.

Redacted Operational Data:

  • Transcript outputs generated from supplied audio streams

In addition to the default redaction policy, transcript outputs are also subject to context-aware redaction rules to detect parts of conversations where credit cards and SSNs are likely being discussed.

Read more about AutoTranscribe here.

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Applications Redaction

ASAPP applies redaction policies to the following types of data:

  • Data provided to ASAPP for initial model training prior to implementation
  • Data ingested or outputted as part of a service’s regular operation

Redacted data elements are outlined below for each product. Reach out to your ASAPP account contact to configure a redaction ruleset suited to your use case.

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Messaging Application

Redacted Training Data:

  • Historical conversation transcripts provided to ASAPP for generating an agent global response list specific to a given implementation
  • Historical conversation transcripts provided to ASAPP for generating an intent hierarchy specific to a given implementation
  • Historical conversation transcripts and summary notes provided to ASAPP for training summarization models and for generating an intent hierarchy specific to a given implementation

Redacted Operational Data:

  • Conversation messages submitted by customers and agents
  • Summary notes submitted by agents

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Voice Application

Redacted Training Data:

  • Recorded call audio files provided to ASAPP for speech-to-text model training
  • Written transcripts generated from historical call audio files provided to ASAPP for speech-to-text model training
  • Historical conversation transcripts provided to ASAPP for generating an intent hierarchy specific to a given implementation
  • Historical conversation transcripts and summary notes provided to ASAPP for training summarization models and for generating an intent hierarchy specific to a given implementation

For training audio files only, redacted portions are removed from the audio itself using the default redaction policy. In these training test sets, audio is redacted with a beep sound or discarded entirely.

Redacted Operational Data:

  • Conversation utterances transcribed by ASAPP
  • Summary notes submitted by agents

In addition to the default redaction policy, transcript outputs are also subject to context-aware redaction rules to detect parts of conversations where credit cards and SSNs are likely being discussed.