Abstract
The following quote was obtained by the news editors from the background informa tion supplied by the inventors: “In almost any situation where a customer/consum er provides sensitive personal information to a clerk/agent either in person or through the use of technology (over a customer engagement center (CEC) system, t here is a concern that the clerk, agent, or customer service representative (col lectively CSRs) could be purposefully or inadvertently using that sensitive pers onal information improperly or incorrectly. Further, international laws and indu stry standards such as HIPPA, PCI, UK Data Protection Act, European GDPR define restrictions on the use of personal data, restrictions on transferring it betwee n countries, define rights of users to see what data is held, and even defines t he right to be forgotten. Accordingly, it is important for companies and busines ses to control and restrict where sensitive personal information is input into a system, who can put sensitive data into the system, where that sensitive data c an be input into the system, how that sensitive personal information is accessed and used, and who has access to the information.
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