Enneo uses previous customer correspondence to generate better response suggestions for new customer service requests. As customer correspondence typically contains personal data within the meaning of §4 of the DSGVO (General Data Protection Regulation), which comes with particular processing obligations, these are removed by means of an anonymization process. This process consists of 5 steps.
1. Method of the Anonymization Process
In the beginning, a highly advanced language model (LLM), a form of advanced artificial intelligence, is utilized. This model is specifically trained to analyze large amounts of text efficiently. It reliably identifies patterns that indicate personal information in customer emails, such as names or contact details. Continuous updates and improvements ensure that the LLM always meets the latest data protection standards and operates effectively.
2. Detection of Personal Data
The LLM thoroughly scrutinizes each email and identifies personal data such as names, addresses, phone numbers, and email addresses. It uses advanced algorithms to recognize structures and patterns typical of such sensitive information. This step is crucial to ensure that no personal data remains unprotected.
3. Replacement with Null Values
After identification, personal data is replaced with neutral values like “xxxx xxxx”. This process is carried out twice to ensure maximum security. This assures that the original data cannot be reconstructed, guaranteeing a high standard of data protection.
4. User Interface and Manual Controls
A specially developed user interface allows secure access to the anonymized data. This interface is intuitively designed and enables employees to effectively manage and monitor the data. Regular random sample checks are carried out. These checks are for quality assurance and ensure that the anonymization process is effective and comprehensive. If necessary, corrections are made to maintain the highest data protection standards.
5. Data Protection and Security
The entire process is designed with a focus on maximum data protection and security. The anonymization of customer data is a central part of our commitment to our customers’ privacy. We ensure that personal information cannot be used or viewed in any unauthorized manner. This process complies with the latest data protection regulations and practices.