PCI PHI Call Redaction-Transcription

Available to all Zendesk Customers

Available for all Zendesk Suite and Support Plans, with no minimum number of subscribed Agents, no minimum subscription period for any Agent.

Secure, same day, automatic redaction of all Payment Card Information (PCI) and Personal Health Information (PHI) in English.

A sophisticated, AI-assisted voice transcription engine provides secure automatic redaction of all Payment Card Information and Personal Health Information (upon request) spoken in English from the Zendesk call recording held in a Zendesk Support Ticket. Accurately remove payment card details and reduce liabilities associated with both external and internal threats.

Minimizes the period of time recordings are present in-clear.

Cloud-based transcription and redaction is followed by immediate replacement of the original unredacted recording on the Zendesk Support Ticket.

Optimizes the user experience for your Zendesk Agents.

Processed recordings appear in the same manner as the original on the Zendesk Support ticket with full original call metadata.

A highlighted comment indicates whether redactions were made or not, enabling distinct post-call workflows based on PCI detection and redaction or not via Zendesk event triggers.

Simple, competitive pricing.

9 USD per month per PCI-handling Zendesk Talk Agent, with no charge for Support-only Agents, or for Zendesk Talk Agents who don't handle PCI in English.

Full support for Seasonal Demand Variations and Joiners, Movers & Leavers.

Addition and removal of Users is under your own control inside Zendesk, all the way down to zero Users at zero cost for any closed season, and with any partial months for a User pro-rata'd.

Data Handling & Privacy

CallTutor accesses Zendesk Talk voice recordings and ticket metadata on tickets where the app is installed. Each recording is downloaded, transcribed via AssemblyAI, redacted of spoken Payment Card Information, then attached back to the ticket as a voice comment with the transcript. The original unredacted recording is deleted from Zendesk immediately after the redacted version is attached. Recordings, transcripts, and authentication credentials are encrypted at rest in our database. Data is not shared with third parties other than AssemblyAI (used solely for transcription); authentication uses OAuth 2.0 with refresh-token rotation. For more information, see our Privacy Policy.

To schedule a quick walkthrough, or for any questions, reach out to us at support@calltutor.com.