Glossary
PII masking
Removing or replacing personally identifiable information (tax IDs, emails, phone numbers) before the text reaches a model or a log. It is a practical privacy requirement for any agent that talks to customers.
Masking removes identifiers (tax IDs, card numbers, emails, phone numbers) from text before it reaches a model, a log or an analytics store. It is a preventative control: what was never stored cannot leak.
The practical difficulty is that the agent often needs the data to do the job. The usual pattern is to mask on the way out (to logs and to third parties), while keeping the value inside the record the customer’s own workspace owns.
Under the LGPD and the GDPR this is not optional for a channel that talks to customers, and it is also the cheapest insurance available: a transcript log that has never contained a document number cannot become an incident.
Start the conversation today
Launch an AI agent that qualifies leads and books meetings around the clock. Live in under ten minutes.
A guided demo · your agent live in under 10 minutes