The Key to Optimizing Customer Service? AI Transcription and Redaction

Giving your customers the Best Customer Service Experience should be every Organization’s #1 Priority. Often, organizations are so busy building advanced solution that they overlook customer experience and its direct role in building trust. A 2024 Forbes Study found that 64% of customers will switch to another business, no matter how much they like the product, if the company fails to provide good customer service.

At CaseGuard, we have always believed that world-class customer service starts with trust. Every call with a client is an opportunity to listen and learn from their experience. That’s why when we first launched our AI-powered product redaction software, Co-founder and CEO Sean Abas, made it his mission to not just build the most secure, accurate, and reliable redaction solution, but also an organization that will be known for its customer service experience.

Sean Recalls, “One of our first clients from an Organization in Spokane, Washington, reached out and requested training and it was so important to get it right that I booked a flight to Spokane right away. Building the product was the easy part, but introducing through training a completely new concept was no walk in the park. It was important for me to see the entire process through and make sure the product was actually benefiting my client the way I had intended it to be.”

At the time, CaseGuard was merely a prototype, built to replace the tedious process of repeatedly replaying audio and manually redacting PII based on time stamps. It was just a small addition of being able to copy redacted sections across multiple files. For example, if a call center asked a standard set of six PII-related questions, CaseGuard could automatically redact all 6 sensitive answers across hundreds of audio recordings at once. “At the time, the response to this small innovation was overwhelming. I remember one client telling me, Sean you are not just saving me my time- you are saving my hand.” Sean tells us. “That’s the first real feedback I ever received and that is what motivated me to keep going and continue building CaseGuard into the most advanced AI-powered compliance technology for privacy.“

Today, CaseGuard Studio, a redaction and transcription software, is helping industries from Call Centers, Law Enforcement, Healthcare and more comply with privacy laws faster and more accurately than ever before.

Why Call Centers Record Calls & How CaseGuard Helps

If you are an organization with a call center, then you are most likely collecting personally identifiable information on a day to day basis over phone calls that are recorded for quality and insurance purposes.

This means that each day, your organization is storing hundreds and thousands of recorded phone calls. But really, what does that even mean?

1. Quality Assurance and Training: Supervisors review calls to make sure that agents are following protocol, showing professionalism, and proving accurate information. They can also reuse these calls for training new employees, or to use good and bad calls for internal audits.
2. Legal and Compliance: Most finance, Healthcare, and Insurance Industries require records of calls to comply with PCI-DSS, HIPAA, and GDPR in case of fraud claims, disputes, and even investigating complaints.
3. Customer Experience Monitoring: Supervisors review calls to gather frequently asked questions in an effort to improve product and processes.
4. Risk Management: Help the Organization have proof against false claims or accusations as well as recognizing suspicious patterns.
5. Investigations: Calls are usually fed to an external software, where they can be auto-transcribed, analyzed, and then redacted for any Personally Identifiable information.

What If there was one tool that could satisfy and meet the requirements for Call Center Recordings? Lets break it down!

1. Quality Assurance and Training: Recorded Calls contain sensitive information (credit card numbers, health details, addresses etc.) that agents capture unintentionally. Sharing these recordings for training can expose PII and put the organization at risk of non-compliance with data protection laws. Leveraging CaseGuard, all calls can be saved to a local folder that automatically redacts specified PII without the agent having to manually record PII within each call.
2. Legal and Compliance: Most finance, Healthcare, and Insurance Industry calls contain PII and are required to be recorded to meet compliance laws. If data is exposed, organizations have known to face hefty fines and reputation damages. With CaseGuard Studio, a local desktop software, all calls can be redacted directly on the organization’s machine without having to worry about storing sensitive data on the cloud.
3. Customer Experience Monitoring: Supervisors reviewing raw un-redacted calls to gather product pain points can lead to exposure of private data. Calls can be automatically redacted upon recording and kept in a secure folder on your machine ensuring that all calls shared internally are protecting client information.
4. Risk Management: Dispute resolution often requires pulling past recordings between the client and the agent, and if the calls are not kept redacted, then agencies could be risking a data breach.
5. Investigations: CaseGuard’s AI Redaction features lets call centers process large volumes of calls to be transcribed, redacted, and even translated all in one platform, in one workflow. After the calls are auto redacted and transcribed, they can be analyzed by searchable transcripts.

How has CaseGuard streamlined and automated Nelnet’s Customer Service Experience?

Nelnet is a student loan servicing company that manages payments, processing, and customer service for the Department of Education. The multi-billion dollar organization first reached out to us looking for enterprise-grade PCI data handling for their call centers. They were looking to redact audio from various sources, including interviews, radio traffic audio, and customer service calls.

Robert Wiles, the IT Manager, in charge of the partnership from their side gave us this feedback:

“Our Call Center team at Nelnet has been using CaseGuard Studio for over two years, transforming our redaction process for handling sensitive customer information. With thousands of daily calls, protecting our customers’ personal data is essential, and CaseGuard’s ability to automatically redact personally identifiable information (PII) and profanities happens within seconds. This has significantly increased our efficiency.

With CaseGuard’s Watcher feature, our redaction is fully automated, saving us both time and money by eliminating the need for a specialized team. The software also includes Transcription and Analytics features that enhance our investigations, making CaseGuard an invaluable all-in-one solution.

We highly recommend it to any organization dealing with large volumes of sensitive data, as it has dramatically improved our workflow and data protection efforts.”

From our earliest days, when Sean flew to Spokane to make sure the product worked for one small organization, to today, helping call centers like Nelnet serve millions of customers, our mission has been the same: protect privacy so organizations can focus on people.

We’ve always understood that every interaction builds trust and each one must be handled securely to preserve our clients’ confidence in our product and organization. That’s why we designed our AI-powered audio redaction and transcription tools specifically with call center and customer service in mind. By eliminating the burden of manual compliance work, we are empowering organizations to focus their resources on what matters—their clients. When call centers know they have a secure and reliable tool available to help them meet their compliance needs, they can dedicate their time to listening, helping, and growing.

Your customers expect speed, trust, and security in every interaction. CaseGuard empowers your team to deliver all three. Talk to an expert today to see how we can help you protect privacy, strengthen trust, and win more clients