Amazon Lex - Mask or hide Sensitive user data in Customer side and Agent side

Question

Hi,

We want to collect some customers Sensitive data in Lex prompts (store in Lex slots). We don't want to show that in Customer chat widget or Chat transcript in agent side. We tried to use obfuscate. It is not helping us on this.

I will appreciate your feedback on this.

Thanks,
Selva

Answer

To remove this in the chat transcript, you will need to use Contact Lens to redact sensitive information from the transcript.

If you need to not show the data in real time, you will need to custom build the Chat UI interface to collect these data with some sort of screenpop.  The Chat Widget is not built to handle this type of customization.

There is a 3rd party vendor SequenceShift that is working on this need, please ping them on your use case, they will be more than happy to work with you.  https://aws.amazon.com/marketplace/pp/prodview-jm7vp2plzzu5o?sr=0-1&ref_=beagle&applicationId=AWSMPContessa

Amazon Lex - Mask or hide Sensitive user data in Customer side and Agent side

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