Salesforce Contact Center Accredited Professional Practice Exam

The key aspect of ECI (Einstein Conversation Insights) related to security and privacy is that it analyzes existing calls without recording new ones. This approach ensures that any sensitive information discussed during conversations is safeguarded, as the ECI does not introduce new audio data into the system, thus minimizing the risk of potential data breaches or unauthorized access to private information.

By focusing on pre-existing data, ECI can provide valuable insights while adhering to security and privacy requirements. It enables organizations to derive analytics and improve customer experiences without compromising on the confidentiality and integrity of sensitive conversations. This is particularly significant in industries where personal data handling is strictly regulated.

In contrast, audio recordings being publicly accessible, unsecured recording storage, or actively searching for personally identifiable information (PII) in AI models would pose significant security and privacy risks, which ECI is designed to mitigate.