They can help businesses identify suspicious
for example, companies must retain data related to patientinteractions for an extended period of time, while deleting non-personalinteractions more frequently. By establishing separate retention policies forthese different types of data, healthcare providers can apply the appropriatelevel of security for the type of data. While data retention policies helpbusinesses delete data related to customer interactions when necessary,businesses must also ensure the confidentiality of the data they retain. For example,CX agents need access to customer data to provide personalized service, but notall agents need the same level of access. Using tools like data masking,companies can grant each agent the appropriate level of access based on theirrole. To managecustomer data that is not of interest to agents, companiescan use dedicated tools to selectively Chinese Australia Phone Number Listremove personal data from customerconversations. Get better visibility into data access To guarantee theprotection of customer confidentiality, companies must be able to verify thecorrect application of its policy in this area. Maintaining a record of dataaccess is essential to demonstrate compliance with certain data protection andprivacy laws. Access logs provide this capability by presenting businesses with
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a detailed record of access, including which agents searchedand viewed CX data, and when and where they viewed it.behavior, such as repeated searches for sensitiveinformation, such as payment card details. Businesses can use access logs toproactively enforce data privacy and protection. By reviewing access logs tosee what data CX agents regularly need to do their jobs effectively, businessescan separate the wheat from the chaff. They then simply need to update dataretention and access policies accordingly. 11 ways to use AI for a betteremployee experience AI can improve the employee experience by upskillingagents, eliminating repetitive tasks, and more. Our guide on AI for theemployee experience
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