IBM India develops new tool to mask customers' secret
IBM's India Research Laboratory has developed an advanced data protection technology to safeguard Call Centre and Information Technology Enabled Service (ITES) from leaking vital information and falling into miscreants' hands. The novel device would mask the secret data and information of clients around the world.
The technology, which has been developed by the researchers at the IBM, is a speech analytics tool that helps in providing security and privacy to the customers' confidential data, thus augments customers' satisfaction and trust on the company.
The device detects and guards private and vital information amassed from audio recordings of conversations between call centre agents and customers. The technology is a new one in itself and was being felt much needed by the BPO industry as some cases of leaking secret data in past had attacked on their credibility among markets as well as customers.
"Designed to transform data for better security and privacy, this technology, developed by IBM Research, helps to ensure effective measures to safeguard company brands and manage customer trust,” said Dr. Guruduth Banavar, Director, IBM India Research Laboratory.
The conversation between agents and clients are recorded in a call centre for multiple purposes such as auditing, personnel training, and quality management. Before the invention of this “data mask technology” the secret information during interaction were leaked to the miscreants, which could misuse it.
But, the latest technology using speech analytics and metadata automatically detects the audio or screen recordings that contain sensitive information such as customers' bank account number, PAN number, credit card number, social security numbers and alike other confidential information and its unique voice and screen masking capabilities blocks that portion and thus prevents from vulnerability of data.
Although the technology can be applied in any industry for protection from leaking sensitive information, its use particularly in mushrooming outsourcing industry, say call centre, where the demand to protect customers' secret information is prime one. The latest tool will not only protect the customers' confidential data, but in turn would enhance their trust on the company resulting into the spate of customers.
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