Guruduth Banavar, Director, IBM India Research Laboratory. The ability to maintain customer trust requires organizations to be able to ensure the security of their customers' private information, such as credit card numbers, personal identification numbers (PIN), social security numbers and other information collected through agent-customer interactions," said Dr. "Call centers, and the agents who answer customer questions and address their concerns, play a vital role in reinforcing their organization's brand experience while maintaining customer trust. Previously, there was no known technology which provided this functionality. Developed by IBM's India Research Laboratory, the technology is a speech analytics tool that helps in complying with security and privacy legislation and compliance standards, which in turn enhances customer satisfaction.ĭesigned to help dramatically improve call centers, this sophisticated technology detects and masks private and sensitive information collected from audio recordings of conversations between call center agents and customers. The new data masking technology helps call centers and Information Technology Enabled Service (ITES) organizations by providing effective security and privacy of data which helps in managing customer trust and protecting the brand, which is critical for the call center industry.
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