At IntelePeer, we strive to ensure the highest quality and standards, and securing personal data received from our customers is no exception. In servicing billions of phone calls for thousands of customers, we have never had any security-related incidents that opened a vulnerability. That’s because of our diligence in protecting our customer data against unwarranted access through enhanced security protocols. This guide answers commonly asked questions about our dedication to security and compliance.
IntelePeer’s environment and supporting facilities meet or exceed the highest compliance standards as outlined in but not limited to the following categories:
Is IntelePeer SOC 2 compliant?
Yes, IntelePeer is currently SOC 2 Type 2 compliant and is evaluated annually against the Security Trust Services Criteria.
Is IntelePeer PCI DSS compliant?
IntelePeer is certified as a Service Provider Level 1 for PCI in our handling of credit card information for the purpose of our customers’ payments, which are processed entirely through PCI-compliant third-party providers, and are never stored or directly accessed by IntelePeer.
Does IntelePeer’s IVA solution offer fraud detection capabilities, such as ANI validation, voice validation, and behavioral analytics?
Yes, IntelePeer meets and exceeds these capabilities by utilizing the following:
Real-time monitoring: IntelePeer’s platform can monitor customer interactions in real time, analyzing various parameters such as transaction patterns, user behavior, and historical data to identify potentially fraudulent activities as they occur.
Anomaly detection: Our platform utilizes advanced machine learning algorithms to detect anomalies or irregularities in customer behavior that may indicate fraudulent activity. By comparing current behavior against historical patterns, the system can flag suspicious transactions or activities for further investigation.
Rule-based filters: IntelePeer’s platform allows users to create custom rule-based filters to identify specific fraud patterns or scenarios. These filters can be tailored to the unique needs of the business and adjusted as fraud trends evolve over time.
Integration with fraud detection systems: The platform can integrate with external fraud detection systems or services, leveraging their capabilities to enhance fraud prevention efforts. By combining data from multiple sources, including internal transaction records and external threat intelligence feeds, the system can improve its accuracy in detecting fraudulent behavior.
Alerts and notifications: Upon detecting suspicious activity, IntelePeer’s platform can generate alerts and notifications to notify relevant stakeholders such as fraud analysts or security teams. These alerts can provide detailed information about the detected anomaly, enabling swift action to mitigate potential risks.
Does IntelePeer have the ability to redact any sensitive customer information within transcription fields?
Yes, IntelePeer can redact sensitive customer information via:
Data masking: IntelePeer’s platform employs data masking techniques to conceal sensitive personal information such as credit card numbers, social security numbers, or other personally identifiable information from conversational data. When handling customer interactions, the platform automatically identifies and masks sensitive data to prevent unauthorized access or disclosure.
Role-based access controls: IntelePeer’s platform incorporates role-based access controls to restrict access to sensitive data only to authorized users with appropriate permissions. This helps prevent unauthorized personnel from viewing or accessing sensitive information, reducing the risk of data breaches or privacy violations.
Beyond redaction of sensitive personal information, does IntelePeer support additional security measures native to the IVA solution, such as secure pause?
IntelePeer’s security framework is constructed in alignment with acclaimed industry benchmarks, including HIPAA, ISO27001, PCI DSS 4.0, and SOC 2, and follows NIST 800-53 guidelines. IntelePeer engages in routine, rigorous audits conducted by autonomous external evaluators to certify its currency and efficacy.
Is IntelePeer’s LLM developed internally and wholly owned by your organization?
While IntelePeer does not wholly own the LLM, we do interface with Open AI Enterprise – via direct connection and through Microsoft Azure.
How does your solution ensure the equitable and fair implementation of these AI technologies? Please describe the steps, practices, and tools you employ to address bias, fairness, and ethical considerations in the design, deployment, and ongoing use of your AI systems.
IntelePeer prioritizes transparency and explainability in its AI technologies and does its best to identify potential biases as we work through the implementation process with our customers. We adhere to ethical guidelines and standards for the development and deployment of AI technologies, which includes following industry best practices, regulatory requirements, and ethical frameworks.
In addition, customers play a crucial role in ensuring that their data does not contain bias and should maintain transparency regarding the sources and collection methods involved in their data. This enables stakeholders to assess the fairness and reliability of the data and to understand any potential biases and limitations.
Does IntelePeer support adaptive AI that can dynamically learn from previous experiences and adjust its scripting over time to continually improve the customer experience?
At IntelePeer, we believe that AI learning should be human guided and not left to teach itself, which would open our customers to the possibility of incorrect responses and hallucinations. Improvements to responses are evaluated and guided by humans to reduce the chances of incorrect information being provided to the customers and to increase the stability of the system in its entirety. Our Managed Services team can provide continued guidance in this area during implementation and beyond.
Does IntelePeer embody a generative AI model that has the capability to retrieve new content or data that may not be present in a standard dataset but offers the best possible response to a customer’s situation?
IntelePeer’s customer automation platform is designed to integrate with external data sources or APIs, if required, to retrieve additional information relevant to the customer’s inquiry. This allows our platform to access real-time data, industry updates, or customer-specific details that may not be available within its internal dataset.
Does IntelePeer have an AI governance policy?
Yes, IntelePeer’s AI Governance Policy establishes a robust framework for defining, assigning, and communicating the roles, responsibilities, and authorities necessary for the effective governance of AI systems within the organization. Further, IntelePeer’s AI Governance Policy ensures that responsibilities and authorities for roles relevant to AI are assigned and communicated to ensure regulatory compliance and to facilitate reporting on the AI Management System’s performance to top management.
How does IntelePeer ensure “currency” of its AI-powered offerings?
In our ongoing effort to enhance the performance and effectiveness of our AI-powered offerings, we actively engage in a comprehensive process of monitoring, measurement, analysis, and evaluation. This dynamic and systematic approach ensures that our AI initiatives are not only achieving their intended outcomes but are also aligned with our strategic objectives and compliance requirements.
What steps does IntelePeer take to ensure accuracy of its AI system’s output?
Monitoring and measurement: We are currently determining which aspects of our AI systems and processes need to be monitored and measured, focusing on key performance indicators that accurately reflect our AI objectives and goals. This determination is made through a collaborative process involving stakeholders from relevant departments, ensuring a holistic view of our AI initiatives. Our dedicated teams, assigned based on their expertise and roles, conduct these monitoring and measurement activities at predetermined intervals. We utilize advanced tools and methodologies designed to produce valid, comparable, and reproducible results including the deployment of automated monitoring systems and manual checks, ensuring a comprehensive coverage of all critical aspects of our AI operations.
Analysis and evaluation: Following the collection of data through monitoring and measurement, the AI team reviews the results and performs a two-fold evaluation process:
1. Assessing the performance of our AI systems to ensure they are functioning as expected
2. Evaluating the overall effectiveness of the AI management system (AIMS)
This includes reviewing whether the AI objectives are being met and if the processes within the AIMS adhere to their specifications. Our approach to monitoring, measurement, analysis, and evaluation is not static; it is an evolving practice that adapts to the changing landscape of AI technology and the strategic direction of our organization. We constantly refine our methods and processes based on the latest best practices and insights gained from our ongoing activities. This ensures that our AIMS remains effective, efficient, and aligned with our commitment to excellence in AI management.
What needs to be monitored and measured?
IntelePeer.ai monitors, measures, analyzes, and evaluates the following aspects of its AIMS:
Aspect to monitor/measure Description
Model accuracy
Performance efficiency
System reliability
User satisfaction
Cost effectiveness
The percentage of predictions the AI model gets right
How efficiently the AI system processes data and returns results
The operational reliability of the AI system, including uptime and error rates
How well the AI system meets user needs and expectations
The cost associated with running and maintaining the AI system relative to its benefits
Area under curve, F1 score, recall score, cosine similarity
Latency, throughput
Uptime percentage, error rates
User feedback scores, net promoter score
Operational costs, ROI
What are the methods for monitoring, measurement, analysis, and evaluation?
IntelePeer.ai uses the following monitoring, measurement, analysis, and evaluation capabilities:
Method
Automated testing
Performance monitoring tools
User feedback surveys
Financial analysis tools
Model management platforms
Using automated tools to continually test AI model accuracy and performance
Tools that track and report on the efficiency and reliability of AI systems
Surveys and feedback tools to gauge user satisfaction with AI systems
Software and methodologies used to calculate the cost-effectiveness of AI systems
Platforms that track model versions, performance, and drift over time
Unit tests, integration tests, continuous integration
Prometheus, Grafana, AI monitoring platforms
Online surveys, feedback forms
Cost analysis software, ROI calculators
Model registry, MLflow, DVC
When is monitoring and measuring performed?
IntelePeer.ai uses the following monitoring and measurement schedule:
Aspect Frequency
Model accuracy
Performance efficiency
Model drift
System reliability
User satisfaction
Cost effectiveness
After each model update and monthly
Real-time for critical systems; otherwise, hourly or daily
Continuously for online models, otherwise weekly or monthly
Real-time monitoring for uptime; daily for error rates
Quarterly through surveys; continuously via in-app feedback
Annually and after major system updates or changes
Does IntelePeer perform audits of its AI Platform?
Method
Automated testing, cross-validation
Performance monitoring tools, log analysis, telemetry collection and analysis
Regression testing
System monitoring tools, log analysis
User feedback surveys, in-app feedback tools
Financial analysis tools, cost-monitoring software
At IntelePeer.ai we conduct internal audits to assess the conformity of our AI offerings with required standards and customer obligations. Our internal audits are rooted in principles such as responsible use, integrity, fair presentation, due professional care, confidentiality, independence, and an evidence-based approach. Documented information concerning audit programs and results are retained and used to identify nonconformities, risks, and opportunities for continual improvement. If nonconformities are found, an action plan is developed for each, including a description, causes, corrective actions, and responsible parties.
What security protocols does IntelePeer have in place to protects its AI platform?
IntelePeer.ai takes a systematic and practical approach to managing security incidents, working diligently to ensure the privacy and security of data entrusted to them. Our specific objectives include:
Detect and respond to incidents promptly: Ensure that security incidents are identified, reported, and responded to as quickly as possible to minimize potential damage and disruption.
Contain and eradicate threats: Implement immediate actions to contain and eradicate the root causes of security incidents, preventing their spread and mitigating their impact on the organization.
Maintain business continuity: Implement effective recovery procedures to ensure that critical business operations continue with minimal disruption during and after a security incident.
Preserve evidence for investigation: Collect and preserve evidence related to security incidents to maintain its integrity for potential legal or forensic investigations.
Improve security measures: Analyze incidents to identify root causes and vulnerabilities and implement corrective actions to prevent recurrence and strengthen the organization’s security defenses.
Ensure compliance: Meet legal, regulatory, and contractual obligations related to security incident management, including timely reporting to relevant authorities and stakeholders.
Enhance awareness and training: Foster a culture of security awareness by educating employees and stakeholders about their roles and responsibilities in incident detection, reporting, and response.
Facilitate continuous improvement: Regularly review and refine the incident management process based on lessons learned from past incidents and evolving security threats, ensuring the ISMS remains effective and up to date.
What guardrails has IntelePeer implemented to ensure its AI-powered offerings do no harm?
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IntelePeer simplifies communications automation for businesses and contact centers by providing solutions that are rapidly customizable with advanced voice, messaging, and self-service technologies that create tailored customer engagements supported by AI and in-depth analytics. We provide simple, easy-to-use tools that can be utilized by anyone — enabling us to deliver industry-leading time to value and seamless integration with your infrastructure. For more information, visit intelepeer.ai