Skip to main content
Gainsight Inc.

AI Preference

  1. Last updated
  2. Save as PDF
This article explains how to set the organization-wide AI language preference in Staircase AI to generate summaries in a different language—while the user interface remains in English—and also details an anonymization option that automatically redacts personally identifiable information (PII) from incoming communications using regex-based token replacement.

This article explains how to set the organization-wide AI language preference in Staircase AI to generate summaries in a different language—while the user interface remains in English—and also details an anonymization option that automatically redacts personally identifiable information (PII) from incoming communications using regex-based token replacement.

AI Language Preference 

Staircase AI offers multilingual AI-generated summaries, allowing organizations to receive AI summaries and answers in their chosen language. For Example, a Japan-based company can set its AI Language Preference to Japanese. This ensures that AI-generated summaries appear in Japanese, while the platform’s user interface continues to display in English.

Only summaries are automatically translated. The original email content, transcripts, and communication text are not translated. 

To use this feature, admins must configure the organization-wide language setting by following these steps:

  1. Navigate to Settings > Configurations > AI Preference.
  2. From the AI Language Preference dropdown menu, select your preferred language.

    AI preference tab in configuration settings.
     
  3. Click Submit.

This setting is applied organization-wide and cannot be personalized for individual users.

LLM Preferred Language applies to the following AI-generated summaries:

  • Executive Summary (Executive Dashboard)
  • Account Summary (Account page)
  • Renewal/Churn Summary (Account page)
  • Meeting Summary (Meeting engagements)
  • Relationship Summary – (Account page - Stakeholder reports)
  • Topic Summary (Topic report)

Limitations:

  • The UI is not modified as per the AI Language Preference and remains to show the default language, English.
  • Existing or scheduled summaries will be updated in the selected language during the next scheduled run cycle.

Ask Staircase - Intelligent Language Selection

Additionally, users can ask questions by entering a query in Ask Staircase. The answer is provided in the same language as the query, allowing for flexible multilingual interaction. These interactions are independent of the instance-wide language setting, enabling regional support teams to assist global customers effectively.

ask staircase japanese.jpg

PII Anonymization 

Personally Identifiable Information (PII) Anonymization automatically redacts sensitive personal information from customer communications at the ingestion stage. It uses regular expression (regex) pattern matching to detect and replace PII with standardized tokens, ensuring no original PII is stored in Staircase systems. 

With PII Anonymization you can: 

  • Reduce compliance risk with data privacy regulations.
  • Ensure consistent data protection without manual intervention.
  • Allow for customization to support business-specific identifiers.
  • PII Anonymization applies only to new data ingested after the feature is enabled. Previously stored communications remain unchanged.
  • PII is never saved in its original form in Staircase databases.
  • PII redaction applies to emails, support tickets, and chat messages where sensitive information is commonly shared in text form. Meeting transcripts are not included since PII is rarely shared conversationally and verbal communication doesn't typically include the exact digit patterns required for regex detection.

PI Redaction Example.

To activate PII Anonymization:

  1. Navigate to Settings > Configurations > AI Preferences.
  2. Turn on the PII Anonymization toggle. With this toggle on, you can manage anonymization by enabling predefined rules for common data patterns.

    PII anonymization toggle in ai preference.
     
  3. (Optional) To keep email addresses or other system-defined data types visible, in the System transformers section, turn off the corresponding anonymization toggle, such as Email Address.

    System transformers dropdown list with filter option.
     
  4. Click Test PII Anonymization. The Test PII Anonymization dialog box appears.
  5. Click Start Anonymization Test. 

    Test PII Anonymization dialog box.

    The Original Text vs Anonymized Text is displayed. 

    original text versus PII anonymized text.
     
  6. Click Back.
  7. To close the Test PII Anonymization dialog box, click the Cross icon or Cancel.
  • By default the PII Anonymization toggle is activated.
  • Only users with admin permissions can modify this setting.

For more information on PII Types Protected by Default and Custom PII Patterns, refer to the PII Protection and Anonymization Features article.