How Redaction Protects Your Data
Some of the most powerful features in your Invoca account — such as Signal AI — use call recordings and transcripts to give you actionable insights based on the real words and phrases spoken during your calls. At the same time, not all information should live in your account. To help protect sensitive data, Invoca automatically applies Standard Redaction to both call recordings and transcripts. This ensures personal and financial information is never stored in your account, supporting your compliance efforts and safeguarding caller privacy. In addition, you can configure your account to automatically delete call recordings after a set retention period of your choice. Beginning May 5th, Invoca’s Standard Redaction functionality will be enabled across all networks, except those having purchased the Advanced Redaction feature. Standard redaction automatically removes sensitive information such as credit card numbers, expiration dates, CVV codes, Social Security numbers, and passwords from the audio recording and transcription of recorded calls.How Redaction Works
When a call is recorded in Invoca, sensitive data is automatically redacted from both the audio recording and the transcript (if transcription is enabled) before any data is stored or processed further. With redaction enabled, Invoca’s AI detects and removes sensitive words, phrases, and numbers in memory, in real time before any data is written to disk. This means:- Unredacted audio and text never touch Invoca servers or our transcription partners.
- Redaction is applied consistently to both recordings and transcripts.
- PII Data: DOB, Driver’s License, SSN, Passport #, and Passwords
- PCI Data: Credit Card #, Exp Date, CCV, Bank Acct #, and Routing #
NoteThis Standard Redaction level is being made mandatory for all new customers and will be deployed across all networks. At the moment, redaction cannot be disabled or customized to capture partial entities or additional data types.
Compliance Requirements
Redaction at Invoca is SOC 2 Type 2 Certified, ISO 27001 Compliant, HIPAA Compliant, PCI DSS Certified, and adheres to GDPR. Visit this resource for a more in-depth overview of Invoca’s Security, Compliance, and Data Privacy policies.NoteRedaction is available in the USA and UK networks.
Understanding PCI DSS and Invoca’s Role in Protecting Your Data
The Payment Card Industry Data Security Standard (PCI DSS) is a global standard designed to protect credit card information and prevent fraud. If a company handles payment and cardholder data—whether it’s storing, processing, or transmitting this information—they must follow PCI DSS rules. This applies to major credit card brands like Visa, MasterCard, American Express, Discover, and JCB.Invoca’s PCI Certification
Invoca is PCI certified, meaning we meet and adhere to the strict security standards required by PCI DSS. Every year, an approved auditor checks our security systems to ensure we’re protecting customer data at all levels, from our infrastructure to our services.This certification covers all aspects of credit card processing, including phone calls where customers may share their payment details. If these calls are recorded or transcribed, the system must be PCI certified; otherwise, neither the system nor the businesses using it are compliant with PCI DSS.
Viewing Redaction Settings in your Network
NoteRedaction Settings are defined at the Network not the Profile level.
1
Navigate to and click Settings located in the left menu bar.
2
Click Redaction.
3
You will be taken to a read-only page displaying all fields currently redacted.