Protecting customer data
Data masking in Pega Customer Service™ helps to protect sensitive customer information during interactions by preventing personally identifiable information (PII) from being displayed in transcripts, interaction scripts, or stored in databases.
Data masking protects sensitive data (such as account numbers, policy numbers, and social security numbers) across multiple interaction channels, including chat, voice, and co-browsing sessions. When you configure a mask, the system displays user-entered values in a specific format; for example, a social security number is shown as XXX-XX-NNNN rather than showing the full number.
The feature is particularly valuable for protecting customer data during voice and chat interactions and preventing customer service representatives (CSRs) from seeing sensitive information during co-browsing sessions. This approach supports privacy and security while still enabling CSRs to assist effectively.
The following video shows how to use a data mask to protect customer data:
Transcript
In this scenario, you add a data mask to display only the last four digits of a customer's social security number, which is a personal identification number used in the United States
In App Studio, click Control Panel, and then click Engagement Channels. Click Voice, and then click Start next to the Data Masking option. Click Add data mask. In the Channel list, select Voice. In the Mask name field, enter a name that describes the data you want to mask.
In the Validation format field, enter the expected format for the data, in this case, a social security number, which is a nine-digit number that uses N to represent each digit. Clicking in the field shows the regex expression rules. In the Display string field, enter how the masked data should be displayed. For the social security number, you identify it with the prefix SSN and mask the first five digits by using uppercase "X" to replace each digit.
Select the options to enable masking in stored transcripts and in live conversation or live transcripts.
To test this data mask, enter a nine-digit number that represents a Social Security number, and then click Test. The test result displays the masked number.
Click Submit to save and activate the data mask.
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