PII Protection and Anonymization Features

Overview

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.

Note

• 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.
  

For more information on how to activate PII Anonymization, refer to AI Preference article. 

PII Types Protected by Default

The following table displays PII Type and corresponding Replacement Token used by Staircase AI: 

Custom PII Patterns

Organizations can request detection of additional PII types by sending an email to support@gainsight.com with the following details:

• Pattern description and business justification
• 5-10 examples of the data format
• Preferred replacement token format
• Custom patterns require engineering evaluation for specificity and system impact.