Email addresses
Addresses in ordinary form, whatever domain they sit on.
Security and privacy
Data that does not need to be read should not be read.
People write things in a chat window that they would never have written in an email. A personal identity number because it was quick, a card number because the question was about a payment. Our AI assistant is built to recognise things like that and mask them before the message is used any further.
This page sets out what gets cleared, how it looks once it has happened and where the limit lies. If you want to know what data we as a company process and for how long, it is set out in our privacy policy.
01What gets cleared
Seven things recognised by their shape
The assistant does not need to understand what is written to see that something is a card number. It reads the shape: how many digits, how they are grouped, where the slashes sit.
Phone numbers
Swedish mobile numbers and numbers with the 08 area code, written with or without hyphens and spaces.
Personal identity numbers
Ten digits in the form six plus four, with or without a hyphen in between.
Card numbers
Sixteen digits in four groups, exactly as they are printed on a bank card.
Postcodes
Five digits, with or without a space in the middle.
IP addresses
Four numbers with full stops in between, the address a visitor's connection has.
Links
The whole address, including what comes after the question mark. That is where order numbers and personal codes tend to sit.
02How it looks
The data is swapped for stars
As many stars as there were characters. The data itself is gone, but you can see that something stood there, and the sentence can still be understood by anyone reading the conversation afterwards.
The customer writes
Hi! My order is for 900101-1234 and the email is anna@exempel.se
The assistant works on
Hi! My order is for *********** and the email is ***************
03When it happens
First in the chain, not last
The masking runs on the message exactly as the customer wrote it, before the text is used further in the conversation. The order is the whole point. A clearing that happens last is a clearing that comes too late.
It requires no setting from the customer and cannot be forgotten. It sits in the flow, and every message passes through it.
04The limits
What pattern recognition cannot do
We would rather spell out where the limit lies than let you believe it lies further away than it does.
Names and street addresses
A name in running text looks like any other word. The same goes for a street address. They are not caught, and that is why we ask customers not to write more than the question calls for.
Better too much than too little
A five-digit number is masked even when it happens to be an order number. We have chosen that side of the trade-off deliberately. A masked order number is a nuisance, a leaked personal identity number is something else.
Foreign formats
The rules are written for Swedish formats. A phone number written in a way that is not used in Sweden can get through, and that is why we extend the patterns when a customer sells in more markets.
This does not replace judgement
Passwords, payment details and health data do not belong in a chat window, whatever gets cleared away afterwards. That is stated in our terms of use as well.
Do you have your own requirements for how data may be handled? Get in touch, and we will go through which patterns need to be added before the assistant goes live with you.