The Problem
Customer support platforms like Zendesk, Intercom, Salesforce, and HubSpot often handle sensitive customer data, such as payment details, social security numbers, or health-related information.
Without automated protection, this data can remain exposed in tickets, attachments, or comments, leading to potential data breaches and compliance violations.
Key challenges include:
- Detecting sensitive data embedded in support tickets, comments, and attachments.
- Managing high volumes of customer interactions while ensuring compliance with data protection regulations.
- Implementing consistent and scalable remediation actions like redaction or blocking.
Strac’s Solution
Strac provides an agentless, API-driven platform to automatically scan, detect, and remediate sensitive data in customer support platforms. With advanced machine learning and OCR models, Strac ensures sensitive data is identified and handled appropriately.
Key Features:
- Automated Sensitive Data Detection:
- Identify PII, PHI, and PCI data in tickets, attachments, and comments.
- Utilize ML and OCR models for high-accuracy detection in both text and images.
- Real-Time Remediation:
- Redaction: Automatically redact sensitive details from ticket conversations and attachments.
- Blocking: Prevent unauthorized access to sensitive data within tickets.
- Labeling and Categorization: Apply sensitivity labels for better tracking and compliance.
- Bulk Data Management:
- Remediate sensitive data across large volumes of tickets and attachments in a single action.
- Compliance-Ready Reporting:
- Generate reports showcasing detected and remediated data for audits and regulatory needs.
- Seamless Integration:
- Connect Strac effortlessly to Zendesk, Intercom, Salesforce, and HubSpot via APIs, ensuring a smooth workflow without disrupting existing processes.
Customer Case Study
A background checking technology company with 1,500 employees in North America used Strac to secure sensitive data in Zendesk and Salesforce. Their customer support teams frequently handled sensitive data, including SSN, ID documents like Drivers License, Passport, and other sensitive personal details.
With Strac, they:
- Automated the redaction of sensitive details in comments and attachments to maintain HIPAA compliance.
- Generated compliance reports for internal audits with ease.
- Reduced the manual workload for customer support teams.
Quote from the CISO:
"Strac has become an essential part of our customer support workflow. The automated detection and remediation of sensitive data ensure our compliance while reducing manual overhead. It's a must-have for any organization handling sensitive customer information" - CISO