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Conversation History
Luma masks PII in Conversation History and Debug Logs to ensure the administrators cannot view user PII information while debugging issues. This prevents accidental exposure of sensitive data during troubleshooting or analysis.Luma AI Services- LLM Prompts
Luma ensures that NO PII information is included in prompts sent to Large Language Models (LLMs). This guarantees that customer information remains secure within Luma’s environment and is not shared externally, maintaining data privacy and compliance.User and Bot Conversations
During live interactions, Luma automatically masks any PII data displayed to the user. This prevents accidental exposure of sensitive information, ensuring that both users and administrators only see masked or redacted data.Conversation Reports:
PII entities are masked in all conversation reports generated from the Luma Dashboard. When administrators or analysts view or download these reports, any detected PII (e.g., email addresses, phone numbers, or SSN) is replaced with masked identifiers such as [EMAIL_ADDR], [PHONE_NUMBER], or [US_SSN]. This ensures that sensitive information is not exposed in reports, even when shared with internal or external stakeholders.
By implementing these measures, Luma VA ensures that PII is protected across all touchpoints, maintaining compliance with global privacy standards and fostering trust among users. For more information on available PII recognizers configured in the tenant, refer to:
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