Protecting client personal data from customer service agents
Techniques for providing a real-time service that protects personal data of clients from customer service agents are provided. Customer data that includes personal data indicative of sensitive information of a customer can be received from the customer. The personal data within the received customer data can be detected and a token that does not include the sensitive information of the customer can be generated. The personal data and the generated token can be stored along with data indicating a relationship between the token and the personal data. The personal data in the received customer data can be replaced by the token to form modified customer data. The modified customer data can be provided to a customer service representative. The token within the modified customer data can later be detected and associated with the personal data without revealing the personal data to the customer service representative.
1. An apparatus, comprising:
a storage device to store personal data linked with a token, the personal data indicative of sensitive personal information of a customer; and
logic, at least a portion of the logic implemented in circuitry coupled to the storage device, the logic to:
receive modified customer data to perform an action, the modified customer data comprising the token to replace the personal data in customer data;
determine the personal data is required to perform the action based on the token within the modified customer data;
retrieve the personal data from the storage device based on the link between the token and the personal data; and
perform the action with the personal data without exposing the sensitive personal information to a user.
2. The apparatus of claim 1 , the logic to:
receive the customer data from a user device, the customer data including the personal data;
detect the personal data within the customer data;
generate the modified customer data comprising the token; and
generate the token to replace the personal data, the token not including the sensitive information of a customer.
3. The apparatus of claim 1 , the logic to receive the modified customer data from a remote system based on a customer service representative entry.
4. The apparatus of claim 3 , wherein the action comprises one or more of verifying a user, addressing an issue, or providing the personal data to another remote system.
5. The apparatus of claim 3 , wherein the customer data comprises audio data and wherein the modified customer data is provided to the customer service representative as audio.
6. The apparatus of claim 5 , wherein a duration of the modified customer data has a duration approximately equal to a duration of the customer data.
7. The apparatus of claim 3 , wherein the customer data comprises textual data and the modified customer data is provided to the customer service representative as text on a display.
8. The apparatus of claim 7 , wherein a length of the modified customer data is approximately equal to a length of the customer data.
9. The apparatus of claim 2 , wherein the personal data is received during a chat session established between the user device and a remote system.
10. The apparatus of claim 2 , wherein the personal data is detected within the customer data utilizing text recognition techniques, a speech recognition technique, and/or a machine-learning technique.
11. A computer-implemented method, comprising:
detecting modified customer data to cause performance an action, the modified customer data comprising a token to replace a personal data in customer data, wherein the personal data includes sensitive personal information and the token replaces the personal data in the customer data such that the personal data is not exposed to a user;
determining the personal data is required to perform the action based on the token within the modified customer data;
retrieving, from a storage device, the personal data based on an association linking the token and the personal data; and
causing performance of the action with the personal data without exposing the sensitive personal information to the user.
12. The computer-implemented method of claim 11 , comprising:
detecting customer data including the personal data;
generating the token to replace the personal data; and
generating the modified customer data comprising the token.
13. The computer-implemented method of claim 11 , wherein detecting the modified customer data includes receiving the modified customer data from a remote system based on a customer service representative entry, and wherein the action comprises one or more of verifying a user, addressing an issue, or providing the personal data to the remote system.
14. The computer-implemented method of claim 13 , wherein the customer data comprises audio data, the modified customer data is provided to the customer service representative as audio, and a duration of the modified customer data has a duration approximately equal to a duration of the customer data.
15. The computer-implemented method of claim 13 , wherein the customer data comprises textual data, the modified customer data is provided to the customer service representative as text on a display, and a length of the modified customer data is approximately equal to a length of the customer data.
16. The computer-implemented method of claim 12 , wherein the customer data and the personal data is received during a chat session established between a user device and a remote system.
17. The computer-implemented method of claim 12 , wherein the personal data is detected within the customer data utilizing text recognition techniques, a speech recognition technique, and/or a machine-learning technique.
18. A non-transitory machine-readable medium containing instructions, which when executed by a processor, cause the processor to perform operations, the operations to:
detect modified customer data to cause performance an action, the modified customer data comprising a token to replace a personal data in customer data, wherein the personal data includes sensitive personal information and the token replaces the personal data in the customer data such that the personal data is not exposed to a user;
determine the personal data is required to perform the action based on the token within the modified customer data;
retrieve the personal data based on an association linking the token and the personal data; and
cause performance of the action with the personal data without exposing the sensitive personal information to the user.
19. The machine-readable medium of claim 18 , the processor to:
detecting customer data including the personal data;
generating the token to replace the personal data;
generating the modified customer data comprising the token;
providing the modified customer data to a remote system associated with a customer service representative.
20. The machine-readable medium of claim 18 , the processor to detect the modified customer data includes receiving the modified customer data based on a customer service representative entry, and wherein the action comprises one or more of verifying a user, addressing an issue, or providing the personal data to a remote system.