Supported customer content (PII) entity categories in conversations

Use this article to find the entity categories that can be returned by the conversational PII detection feature. This feature runs a predictive model to identify, categorize, and redact sensitive information from an input conversation.

The PII preview feature includes the ability to detect personal (PII) information from conversations.

Entity categories

The following entity categories are returned when you're sending API requests PII feature.

Category: Name

This category contains the following entity:

Entity

Name

Details

All first, middle, last or full name is considered PII regardless of whether it is the speaker’s name, the agent’s name, someone else’s name or a different version of the speaker’s full name (Chris vs. Christopher).

To get this entity category, add Name to the pii-categories parameter. Name will be returned in the API response if detected.

Supported document languages

en

Category: PhoneNumber

This category contains the following entity:

Entity

PhoneNumber

Details

All telephone numbers (including toll-free numbers or numbers that may be easily found or considered public knowledge) are considered PII

To get this entity category, add PhoneNumber to the pii-categories parameter. PhoneNumber will be returned in the API response if detected.

Supported document languages

en

Category: Address

This category contains the following entity:

Entity

Address

Details

Complete or partial addresses are considered PII. All addresses regardless of what residence or institution the address belongs to (such as: personal residence, business, medical center, government agency, etc.) are covered under this category.
Note:

  • If information is limited to City & State only, it will not be considered PII.
  • If information contains street, zip code or house number, all information is considered as Address PII , including the city and state

To get this entity category, add Address to the pii-categories parameter. Address will be returned in the API response if detected.

Supported document languages

en

Category: Email

This category contains the following entity:

Entity

Email

Details

All email addresses are considered PII.

To get this entity category, add Email to the pii-categories parameter. Email will be returned in the API response if detected.

Supported document languages

en

Category: NumericIdentifier

This category contains the following entities:

Entity

NumericIdentifier

Details

Any numeric or alphanumeric identifier that could contain any PII information. Examples:

  • Case Number
  • Member Number
  • Ticket number
  • Bank account number
  • Installation ID
  • IP Addresses
  • Product Keys
  • Serial Numbers (1:1 relationship with a specific item/product)
  • Shipping tracking numbers, etc.

To get this entity category, add NumericIdentifier to the pii-categories parameter. NumericIdentifier will be returned in the API response if detected.

Supported document languages

en

Category: Credit card

This category contains the following entity:

Entity

Credit card

Details

Any credit card number, any security code on the back, or the expiration date is considered as PII.

To get this entity category, add CreditCard to the pii-categories parameter. CreditCard will be returned in the API response if detected.

Supported document languages

en

Next steps

How to detect PII in conversations