TABLE OF CONTENTS

• Background
• Privacy Settings
  • How redaction works
    • Example
  • Enabling and disabling redaction
    • Why Enable vs. Disable redaction?
      • Example: Enabling vs Disabling BII redaction for Feedback AI
      • Example: Enabling vs. Disabling PII redaction for Close-the-Loop AI

Background

The settings in this section give you control over certain aspects of how your data is shared with our AI partners when leveraging our AI features. 

Privacy Settings

The settings that redact any personal identifiable information (PII) and business identifiable information (BII) before sending the data for any Gaugie AI features to be analyzed by our AI partners such as OpenAI are enabled by default for all systems. More information on what these settings do and how they work can be found below.

The redaction of PII, BII or both settings can be enabled or disabled by System Admins on a feature-by-feature basis. You may choose to have different privacy settings for different Gaugie AI features. Check the step by step guide below.

How redaction works

• Step 1: The original data is first sent to be processed by AWS Comprehend tool to find any mentions of identifiable information such as company names, people names, addresses, usernames, passwords, etc.
  • The data then has all that identifiable information replaced by a tag such as <ORGANIZATION> for company name or <NAME> for a person, so even though the sensitive information has been redacted the relevant Gaugie AI feature can still generally have a sense of the greater context. 
    • Click here to read through how the feature used for Personal Identifiable Information works.
    • We utilise this AWS Comprehend feature to detect COMMERCIAL_ITEM and ORGANIZATION entities, and redact these entries from the unstructured text. Read more on how the feature for Business Identifiable Information works.
• Step 2: Only after both these redactions have been applied to the texts used in the prompt, CustomerGauge will send the information to OpenAI for analysis.

Example

Hi, this is Sarah Johnson from FreshMart Distributors. We’ve been experiencing delays in receiving shipments of your Organic Oatmeal Crunch Bars. Could someone from your team call me at 555-987-6543 to discuss this issue?

Redaction of both Personal Identifiable Information and Business Identifiable Information would cause the following to be sent to OpenAI:

"Hi, this is <NAME> from <BUSINESS>. We’ve been experiencing delays in receiving shipments of your <COMMERCIAL_ITEM>. Could someone from your team call me at <PHONE> to discuss this issue?"

Enabling and disabling redaction

1. Navigate to Settings → System Admin → System Settings → Gaugie AI → Privacy Settings

2. Click on the toggle for the setting you would like to enable/disable.
Personal identifiable information is any information that can be used to identify a person.
Business identifiable information is any information that can be used to identify a company.

3. Click on Proceed to save the change. It will take effect immediately. Please be aware that disabling these settings will cause personal/business identifiable information to be shared with OpenAI.

Why Enable vs. Disable redaction?

You might be wondering what some of the benefits of redacting vs. not redacting PII and/or BII might be. Whether or not to redact PII and/or BII when using any of CustomerGauge’s Gaugie AI features in the first place is completely up to your organization and your organization’s policies with regards to AI usage. If you are unsure about your organization’s policies, it’s always best to check internally first. This is why these settings to redact the information are all enabled by default any time you start using one of these features for the first time with CustomerGauge. 

The benefits of redacting vs. not redacting the information could vary by feature, but below are a few examples of why some organizations might choose to disable redaction of PII or BII, should their policies allow for it. These are only example use cases:

Example: Enabling vs Disabling BII redaction for Feedback AI

Some organizations may find that disabling the redaction of BII leads to more accurate results when using the Feedback AI feature, due to the nature of their business. This could be especially true if the comment contains specifics about brands or features that ended up being redacted, causing enough context to be missing from the comment for the Feedback AI to not perform as accurately as it might have otherwise, had the non-redacted version of the comment been provided.

Example: Enabling vs. Disabling PII redaction for Close-the-Loop AI

Some organizations may find that disabling the redaction of PII is more convenient for their Users, when using the Close-the-Loop AI feature. One variation of the feature generates a suggested, personalized follow up email which can be sent back to the survey respondent. By nature, the suggested response will not feel as personalized if it does not contain the survey respondent’s name, meaning the user of the Close-the-Loop AI feature would need to remember to copy-paste that in separately from the suggested Close the Loop email response, which adds a few extra steps to the process.