How does an AI Chatbot handle sensitive customer information?

Televanta's AI Chatbot is configured to avoid storing sensitive personal data such as payment card numbers or medical details in chat logs.

If a customer shares information of this type, the agent acknowledges it for the purpose of the conversation but does not persist it beyond the session.

For use cases that require handling of sensitive data such as healthcare or financial services, Televanta offers enhanced compliance configurations with additional data handling controls.

For example, a patient chats with a clinic's Televanta chatbot and mentions a medication they are taking as context for their appointment request.

Televanta acknowledges the information to assist with the booking but does not store the medication detail in the chat log.

Only the booking information is retained.

Use case: A financial advisory firm uses Televanta's chatbot for initial client enquiries.

The chatbot is configured to redirect any conversation involving account numbers or transaction details to a secure human channel rather than continuing in chat.

This protects sensitive data while still providing a responsive first point of contact.