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The Test Data Imperative: Towards SAP Autonomous Enterprise

Format · Call transcripts

Call transcripts for testing, without the card numbers

Contact-centre transcripts feed quality reviews, analytics and voice bots. They are also where card numbers, security answers, names and addresses end up as plain text, read out by customers in whatever order they like.

Get a 48-hour proofTesting voice and chat bots
Transcript · call 7731 · 04:12Masked in your VPCIllustration
Before
AGENT: Can I take the long number on the card? CUSTOMER: Four four one seven, two two... sorry, 4417 2210 5583 0092, expiry oh nine twenty-eight.
After
AGENT: Can I take the long number on the card? CUSTOMER: [CARD_NUMBER]... sorry, [CARD_NUMBER], expiry [REDACTED].
Found in this file
Treatment
Card number, spoken×1Redact
Card number, digits×1Redact
Expiry date, spoken×1Redact
Agent prompt×1Keep
Policy: PCI contact centre v1 Labelled-sample check passed

What's said on a call

Card numbers, read in chunksExpiry dates and security codesNames and addressesDates of birthAccount and policy numbersAgent names
PCI DSS

Card security codes may not be stored after authorisation, even encrypted, and the PCI Security Standards Council confirms that includes call recordings. PCI SSC FAQ 1210

What you can do

Engineer-ledTranscript maskingMask names, card numbers, addresses and account details in text transcripts, including numbers read out in words or in pieces.
Engineer-ledSynthetic callsGenerate transcripts for synthetic customers, with the interruptions and corrections real callers make, to regression-test voice and chat bots.

The hard parts

  • Speech-to-text gets digits wrong, and a misheard number defeats any pattern.
  • Customers correct themselves mid-number, so one card can appear as three fragments.
  • Masking the transcript does nothing about the recording. Handle both.

Used for

Testing AI agents and voice botsTesting PII detectionKeeping data out of LLMs

Questions about call transcripts

Do you redact the audio recording?

No. Synthesized works on text. Audio redaction belongs with your speech or contact-centre provider.

Does masking transcripts make us PCI compliant?

No single tool makes you compliant. Masking transcripts removes card data from one place it collects; recordings, logs and your assessor's view of the whole flow still matter.

Which transcript formats will you support?

Plain text and JSON transcripts with speaker turns, plus the platform exports you use, scoped on the kickoff call.

The platform underneath, in production

Documents run on the same platform banks, insurers and health companies already trust with their data.

Documents and text use the same policies, the same engine and the same deployment as these results.

Health · masking20bn+rows masked and subsetted in hours, not weeks, with all manual configuration removed.Global HealthTech leaderCase study
Insurance · security0security waivers across 14 priority applications: 28M+ rows secured, 100% referential integrity, test data 60% faster.Global specialty insurerCase study

Published results from database and synthetic data work on the Synthesized platform.

Run a contact centre on transcripts?

Bring 50 transcripts from one export. In 48 hours you'll see them masked, with the evidence.

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