Protecting customer information, everywhere.
In the digital age, protecting PII has become a paramount concern for businesses across industries. Capital One wanted to take action and empower our Customer Service Representatives, who often handle sensitive information, to outright delete PII when possible and safely store it when needed. PII Shield was developed to address this challenge, offering a seamless solution for identifying, masking, and securely managing PII during customer interactions.
The Capital One Lab was approached by our customer service team with a request to help reduce PII being accidently stored in invalid input fields within our customer service software. Customer Service Representatives may need to process PII to assist during a call, but storing or viewing this data poses significant security risks and becomes a compliance issue. Even with training, human error could cause PII to be handled improperly and become a risk. There was a pressing need for an automated, secure method to protect PII without disrupting the customer service workflow.
With the fast paced environment of the Capital One Lab, I was part of the small team that was set up to tackle the problem within a week. I started by interviewing our customer service representatives, collecting data on their day-to-day workflow, and understanding the tooling they were using to learn where they could and where they couldn't accidentally or purposefully input PII. Given all of our customer service tooling was browser based, the logical solution was to design a light-weight Google Chrome Extension that could easily be deployed and managed by the enterprise. With direct browser integration, we could provide real-time detection, deletion, or encryption of PII within any text field or customer interaction platform accessed through Chrome.
PII Shield significantly enhanced the security posture of customer service operations. Accomplishing the following: