This episode explores how Voice AI is evolving in the payment environment and its critical intersection with PCI Compliance. It draws a line between protecting innovation, while also safeguarding the cardholder’s data.
Datatel, the leader in IVR Payments, and Secure Payment Automation, released today a video podcast entitled Voice AI and PCI Compliancedrawing The Line That Protects Innovation. Datatel Co CEO Barnard Crespi examines in this episode the changing role of Voice AI and its intersection with PCI Compliance, drawing a line to protect innovation, while protecting cardholder data.
Enterprises are facing a compliance issue as Voice AI is adopted more widely in customer service environments and order processing. Conversational systems are now testing payment architectures that removed card data from humans.
Industry analysis shows that PCI’s scope has been expanding, not because of design but due to exposure.
Voice AI systems can be present at payment times, which means that voice streams, transcriptions and metadata are all regulated.
Crespi said that organizations often make the assumption that systems are not included if they only listen. This assumption is not supported by audit examination. Exposure defines responsibility.”
Innovation teams are under constant pressure to act quickly and implement many Voice AI projects. These teams often engage late and this can lead to rework and delays, as well as unexpected risks.
Several enterprises have responded by separating their architecture. While voice AI handles conversation flow, payment captures are routed via secure IVR Payment environments. The card data is tokenized before being returned to the AI platform.
The PCI approach reduces scope and clarifies ownership.
It also improves development speed.
Governance models will need to evolve as AI is incorporated into customer interactions. Voice AI is not the question that executives are asking anymore. Instead, they must figure out how to avoid it inheriting unneeded payment risks.
Watch the Presentation Here: https://youtu.be/86oza2iA0S0?si=eOfnXUaQkLKz2ZGh
Datatel Communications Inc.
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Datatel empowers businesses by de-risking their payment process, allowing them to focus on becoming more profitable, agile, and secure. Datatel’s PCI-focused PCI payment solutions help businesses reduce their vulnerability to credit card fraud by meeting industry standards and operating efficiently.
We are a PCI SSC Affiliate Participating Organization and a PCI SSC Level 1 Service provider. As such, we have vowed to protect our customer’s payment systems and advocate for global payment security standards.
Datatel was founded 27 years ago with a vision to deliver innovative solutions for interactive voice response, business process automation and enterprise-wide integration.
Our focus shifted as we grew and evolved to secure payment software solutions and secure phone payments in order to improve efficiency and future-proof our client’s operations.
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