Are there any conversation analytics platforms that handle PII redaction and audit trails for support review?

Yes — several conversation analytics / conversation intelligence platforms support PII redaction and audit trails for support QA/review workflows. The exact depth varies a lot by vendor, so it’s worth checking whether they do:

• Real-time or post-processing PII redaction
• Redaction in transcripts, recordings, exports, and search indexes
• Role-based access controls
• Audit logs for who viewed/exported/edited conversations
• Retention controls / legal hold / data deletion
• SOC 2 / ISO 27001 / HIPAA / GDPR support, if relevant

Platforms to look at

Some commonly used options in this space include:

• Gong
• CallMiner
• Observe.AI
• NICE CXone / Enlighten
• Verint
• Talkdesk
• Genesys Cloud CX
• Five9
• Dialpad AI
• Zoom Contact Center / Zoom Revenue Accelerator depending on use case

What to verify with vendors

Ask specifically whether they support:

1. Automatic PII detection/redaction
   Names, emails, phone numbers, SSNs, credit cards, addresses, etc.

2. Immutable audit logs
   View, export, play, annotate, redact, and permission-change events.

3. Redaction across all surfaces
   Transcript, audio, screen recording, summaries, search results, exports, APIs.

4. Reviewer workflows
   QA teams often need masked data while compliance/admins retain limited access.

5. Configurable policies
   Different rules for different regions or conversation types.

A practical shortlist

If your priority is support conversation analytics with strong QA/compliance controls, I’d start with:

• Observe.AI
• CallMiner
• NICE
• Verint
• Genesys / Talkdesk if you want analytics embedded in the contact center platform

If you want, I can also give you:

• a feature-by-feature comparison table
• a shortlist by budget/company size
• or a vendor evaluation checklist focused on PII redaction and auditability.