"Can I get your credit card number in the chat, please?" ... Gulp. That simple request sends shivers down the spine of anyone dealing with PCI DSS, GDPR, CCPA, or just general data security paranoia. Handling sensitive stuff like payment details or PII in a chat window has always been tricky territory, often forcing awkward channel switches or complex workarounds.
But wait, the compliance cavalry has arrived! Announced at AWS re:Invent 2024 this past December, Amazon Connect rolled out a super-handy – and super important – feature: secure collection of sensitive data within chat sessions.
Think of it like a secure digital envelope passed during the conversation. Your customer enters their sensitive info, but it's immediately shielded – masked from the agent's view and kept out of insecure chat logs. This means you can handle more interactions completely within chat, streamlining the customer journey without giving your security team nightmares. It's a win-win for smooth CX and robust compliance. Say goodbye to some major chat-related compliance headaches!
Important Info for Aegis CX Customers: Want to enable this cone of silence for sensitive data in your Amazon Connect chat? Good news – you can! Just buzz your Account Team, and we'll guide you through setting up secure data collection for your chat flows.
Collecting sensitive information with Amazon Connect Chat
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