Securely Process Personal Information with Live Agents
Virtual Agent and Live Agent Partner Together
Plum SecureAssistant is a PCI-compliant virtual agent that allows a live agent to collect sensitive and confidential customer information without actually hearing it. It also prevents data from being captured on insecure recording equipment and used inappropriately.
With information security being a major consideration for businesses, it can be risky to have callers give their payment and/or personal information over the phone to a live person who may write it down, mistype it, or misuse it with malicious intent. SecureAssistant allows the caller and the live agent to interact without a tedious back and forth conversation, and at the same time, provides a business with secure data transmission.
By masking the collection of personal data, customers are protected from having their information heard, and possibly stolen by a live agent and used inappropriately. The business has peace of mind because their contact center is de-scoped from PCI-DSS requirements, thus creating PCI-DSS compliance.
How Does SecureAssistant Work?
Once SecureAssistant is implemented into your contact center solution, it works seamlessly between Plum Voice’s platform and your live agent. If a live agent needs to collect sensitive information during a customer call, they can enable the SecureAssistant virtual agent to accept and mask the data collected. The agent can’t hear the information being given, but they can hear and participate in the rest of the conversation with the customer or patient.
What Type of Personal Information is Ideal to Collect with SecureAssistant?
Any data that needs to be masked or concealed from a live agent - Personally identifiable information (PII), protected health information (PHI) or payment details - to protect the customer or patient in a healthcare setting is ideal for SecureAssistant. For instance, you can mask payment information, credit card information, social security numbers, birthdates and other sensitive information.
Plum SecureAssistant Features
Information is seamlessly and securely transferred between platforms which reduces the risk of a data security breach. Plum Voice's platform has been PCI-DSS compliant and certified since 2013.
IMPROVED CUSTOMER EXPERIENCE
Customers can easily share personal and payment information via the voice channel with peace of mind that it isn't being compromised by a live agent.
CONTACT CENTER SAVINGS
The implementation of SecureAssistant is a small fraction of what it costs to comply with PCI-DSS standards across a contact center and the training of live agents.
ENGAGED LIVE AGENTS
During the payment input, the agent remains on the line in case assistance is needed. The process also reduces average handle times for agents.
SecureAssistant integrates with existing systems, including payment processing, and interconnects with multiple major telecom carriers.
SecureAssistant is invoked only when needed, so it gives the live agent flexibility in managing their calls in a natural flow.
RELIABLE, SCALABLE AND SECURE CLOUD
Plum Voice’s platform is built on a fault-tolerant and scalable cloud architecture which eliminates on-site hardware and support. It is delivered over a Tier 1 telecom infrastructure with built-in redundancy and designed for 99.9% uptime of your voice applications.
Technical support is included with a Plum Voice subscription to ensure customer success throughout their lifecycle.