When working with agents in a support center via online chat, an organization’s customers often...

To handle images containing personally identifiable information (PII) in chat logs while maintaining data utility, you can use Google Cloud's Data Loss Prevention (DLP) API. The DLP API provides capabilities to inspect and redact sensitive information from images. Here’s how you can use it:

Inspect Images: Use the DLP API to inspect images shared by customers for PII. This involves configuring the API to detect various types of sensitive information, such as names, social security numbers, and other PII.

Redact PII: Apply the redaction actions provided by the DLP API to remove or mask the PII in the images. The redaction can blur, mask, or replace sensitive information with placeholders, ensuring that the PII is not stored in the databases.

Store Redacted Images: Store the redacted images in your database for further analysis. This ensures that the sensitive information is not retained, addressing privacy concerns while still preserving the utility of the data for analysis.

By using the DLP API, the organization can effectively manage PII in customer-provided images, ensuring compliance with privacy regulations.

References

Cloud DLP Documentation

Redacting Sensitive Data with DLP API