Source note · Virtual agents and conversational IVR design
Cisco states that the service applies automated detection of patterns that may indicate payment card industry data in AI Agent recordings and limits its visibility in AI Agent Studio, and that the automated detection may not identify every instance, naming 3 scenarios: unprompted disclosure by the caller outside the expected call flow, speech-to-text transcription of card details that is incomplete inaccurate or in an unexpected format, and a call disconnected before backend systems can fully analyse the conversation.
Checked 2026-09-16
- Vendor
- Cisco
- Product
- Webex Contact Center
- Subsystem
- virtual agent
- Deployment
- not restricted
- Region
- not restricted
- Release range
- not restricted
- Checked
- 2026-09-16
Sources
- Use AI agents for customer interactions — Cisco Systems, Inc. (Webex Help Center) · tier 2 current vendor documentation · Configure AI agents in flow, Advanced Settings, layered controls paragraph
Cite this note
APA
WarmTransfer. (2026, September 16). Virtual agents and conversational IVR design: source note va-pci-detection-is-documented-as-unreliable. WarmTransfer. https://warmtransfer.net/knowledge/claims/va-pci-detection-is-documented-as-unreliable
BibTeX
@misc{warmtransfer-claim-va-pci-detection-is-documented-as-unreliable,
title = {Virtual agents and conversational IVR design: source note va-pci-detection-is-documented-as-unreliable},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/va-pci-detection-is-documented-as-unreliable},
note = {Source note va-pci-detection-is-documented-as-unreliable, checked 2026-09-16}
}