As AI has won the attention of teams across the enterprise for its efficiency and CX benefits, these technology investments are coming under closer scrutiny than ever before by compliance and risk teams. Especially in heavily regulated industries like financial services, the potential benefits of an AI-driven solution cannot outweigh compliance red flags.
At Interactions, we’ve been dotting the i’s and crossing the t’s on data security and compliance concerns for two decades. While our company mission is to make every interaction between our clients and our customers effortless, we also apply that same ethos to our role as a partner. We want to not just make your IVA solution as successful as possible, we want to make your life a bit easier — and that includes helping you win over your compliance and risk teams.
Here are 7 ways we can help make you make the case for an Interactions IVA.
1. You choose exactly how we manage your data.
We treat your data exactly as you wish, and according to your compliance needs and business policies. If you need to keep call recordings for a year, we’ll do that. If you need them erased after 24 hours, then we do that.
While the actual Interactions IVA application is housed in U.S. data centers, we can help multiregional companies meet data residency requirements by storing any necessary client data in your public cloud of choice. In terms of AI models, we build client-specific models, ensuring each client’s data is partitioned and that the models are custom to your needs and customer intents.
2. You sign off on every word your IVA utters.
Interactions is built with a unique integration of Automated Speech Recognition (ASR) and Natural Language Processing (NLP). As we build and implement your IVA, we design dialogs and record audio so that your IVA reflects your brand and doesn’t go off-script with generated language that isn’t accurate. For our GenAI features (see more below), any AI-generated language is employee-facing or vetted internally before being presented to customers.
3. GenAI guardrails mean results are always approved by employees.
So what are we doing with GenAI? We’re augmenting the customer journey and bringing new efficiencies and time savings wherever we can with appropriate guardrails.
This means agent assist solutions that allow agents to quickly query your documentation for the answer to an uncommon question or to generate consistent call notes that agents can quickly read and approve. It means offering easily digestible insights from your analytics. GenAI can output chat and social media answers that are approved by an employee and only then presented to customers. And as all of these GenAI outputs are edited and adjusted, that data is fed back into the AI to make it that much more accurate the next time.
4. We avoid common AI biases through human understanding.
It’s common for base language models to be trained on mainstream data, i.e., English speakers with “neutral” accents, which leads to frustrating experiences for groups who are poorly understood by “bots.” To combat this issue and provide ease-filled, human-like automated customer experiences, we take a multifaceted approach. First, we train our models on your past call recordings so that the training reflects how your customers actually speak.
Second, our unique blend of AI and Human Adaptive Understanding (HAU) technology reacts to utterances with low confidence scores (i.e., the AI recognizes it is unable to understand what the customer is saying) by looping in a human in real time. The human—better able to understand accents, dialects, and atypical speech patterns, interprets the utterance so the IVA can continue the call. Then, these human-tagged utterances are fed back into our AI models to improve performance.
Finally, our translation capabilities can help you expand your language offerings without needing to train models in less-common languages or rely on human agents.
5. Your IVA can meet compliance needs wherever customers are located.
In addition to meeting localized needs through superior human-AI understanding, we can ensure that wherever customers are calling from, your contact center is meeting regulatory requirements. This can range from pre-recording critical notifications and T&C language that both the IVA and human agents can use to ensure the correct wording is being used, to engaging stringent multi-factor authentication processes. And because we have customers conducting business around the world, we keep on top of current and approaching regulatory needs.
6. PII is redacted before it hits the database.
Listening to customer calls is a critical component for optimizing IVA performance, and automated transcriptions are a key component in our GenAI and analytical capabilities. But what isn’t needed in the recordings or transcriptions is PII. To secure your customers’ personal information, PII is redacted by default from these recordings and transcriptions, meaning it never even touches the database. We can also redact sensitive information in real time from human agent interactions. When a caller needs to share information, such as when making a payment, they can be returned to the IVA for the transaction and then brought back to the human agent seamlessly.
7. We bring table-stakes regulatory and security capabilities—and more.
Finally, we’ve got all the nuts and bolts covered: We comply with all expected security and privacy regulations, including GDP, CCPA/CPRA, PCI-DSS, and Sarbanes-Oxley. All traffic is encrypted in transit via SSL, wherever it is accessed via the public internet, and we protect all data through Role Based Access Control. We also follow internet security best practices, including static code scans to check for vulnerabilities. And our close consultative partnership with customers helps to ensure the systems that you integrate with your Interactions IVA, including payment processing, core banking, telephony, and call center solutions—are being securely accessed.
To learn more about how we approach the specific needs of our financial services clients, visit our Financial Services web page. Or, are you curious how IVAs work under the hood? Check out our eBook that dives into the details!
