View all newsletters
Receive our newsletter - data, insights and analysis delivered to you
  1. Technology
  2. Software
March 3, 2009

Autonomy searches for compliance in customer interaction channels

New product safeguards personal data policies

By CBR Staff Writer

Autonomy Corp has come out with a new way for businesses to check that the way they handle sensitive personal identifiable data in email, chat or audio interactions between customers and agents complies with their security policies and with industry regulations.

Launching the Autonomy Interaction Control Element or ICE product line, Andrew Joiner CEO of the eTalk customer interaction analytics arm of the Cambridge-based search company said the system can be trained to take an appropriate policy action automatically and in real-time. 

This could be the masking of a customer’s credit card details on a screen, or the muting of a customer data sequence that is held in a voice recording.

Compliance has been a key driver behind development of the product, Joiner told us. 

He explained that the system can be used to capture all types of multi-channel customer interactions from web, to email and chat, and telephony. But not every interaction would automatically be recorded, as the system monitors for sensitive content using key word triggers to determine if it needs to be masked. 

Interactions are captured and then indexed so that they can be mined. Policy decisions are taken according to rules managed by the core Autonomy IDOL (intelligent data operating layer) analytics engine. 

“By intelligently monitoring the end user’s desktop activity and forming a conceptual understanding of the meaning of interactions, Autonomy ICE can automatically apply compliance and governance policies to enforce Payment Card Industry data security needs, retention and disposition policies, and legal holds” the company said in a statement.

Content from our partners
Rethinking cloud: challenging assumptions, learning lessons
DTX Manchester welcomes leading tech talent from across the region and beyond
The hidden complexities of deploying AI in your business

Joiner said the system is not to be confused with redaction systems used for e-discovery that simply edit exempt details from a document. “ICE is much broader than that, much more powerful and works in real time.” A scalable policy server intelligently classifies and manages interactions, irrespective of their format or language.

 

Websites in our network
Select and enter your corporate email address Tech Monitor's research, insight and analysis examines the frontiers of digital transformation to help tech leaders navigate the future. Our Changelog newsletter delivers our best work to your inbox every week.
  • CIO
  • CTO
  • CISO
  • CSO
  • CFO
  • CDO
  • CEO
  • Architect Founder
  • MD
  • Director
  • Manager
  • Other
Visit our privacy policy for more information about our services, how Progressive Media Investments may use, process and share your personal data, including information on your rights in respect of your personal data and how you can unsubscribe from future marketing communications. Our services are intended for corporate subscribers and you warrant that the email address submitted is your corporate email address.
THANK YOU