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

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

• Automatic PII detection/redaction in transcripts, recordings, and exports
• Role-based access controls
• Immutable audit logs for who viewed, edited, downloaded, or annotated a conversation
• Compliance features like SOC 2, HIPAA, GDPR, PCI, or ISO 27001
• Data retention controls and deletion workflows

Common categories/vendors to evaluate include:

• Contact center analytics / QA platforms: often strongest on auditability and review workflows
• Conversation intelligence platforms: may have redaction, but audit trails can be lighter
• Speech analytics / compliance recording vendors: frequently strongest on redaction and governance

Examples of vendors/products that are often worth looking at:

• Observe.AI
• CallMiner
• NICE CXone
• Verint
• Cresta
• ASAPP
• Zoom Contact Center / AI Companion ecosystem for some enterprise setups
• AssemblyAI / Google Speech-to-Text / AWS Transcribe if you’re building your own pipeline and want redact-at-ingest capabilities

A few things to verify in demos:

1. Can redaction happen before analysts can view the transcript/audio?
2. Is redaction applied to search indexes and exports, not just the UI?
3. Do audit logs show view, edit, download, and admin actions?
4. Can you separate raw recordings from reviewer access?
5. Is there support for custom PII patterns beyond standard names, emails, and phone numbers?

If you want, I can also give you:

• a comparison table of 5–10 platforms,
• a shortlist by use case (call center QA vs product research vs sales coaching),
• or a vendor evaluation checklist you can use with security/compliance teams.