Recipe: Sanitizing PII in AI agent conversations using entities

Common personally identifiable information (PII) can be identified and sanitized before imported to the AI agents database. The sanitization is applied according to GDPR compliancy to sanitize any Personal Identifiable Information (PII) data. Learn more. Every AI agent comes with the presets below:
IBANs
Emails
Credit cards
US Social Security Number
Personal identity code (Austrian, Chilean, Danish, Estonian, Finnish, French, Icelandic, Italian, Latvian, Norwegian, Polish, Romanian, Slovakian, Spanish, Swedish, Swiss)
Examples
Our model detects "info@ultimate.ai" in a chat text where the customer would like to reset their account password and classify it as an "Email" named entity. The detected Email is then used in the context of the conversation to email the customer a password reset link.
Our model detects "Berlin" in a chat text where the customer asks about your branches in Berlin and classify it as a "City" named entity. The detected city is then used in the context of the conversation to provide the customer with information about your active branches in Berlin.
A customer asks about their "order number 736513" status. Our model detects that "736513" is the customer's order number and categorizes it as an entity named "Order Number". The detected order number is then used in the context of the conversation to provide the customer with useful information about their order.
How to set this up To ensure historical conversation data is sanitized, follow the steps below:
Create an entity
Import historical data

{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/8357749756442",
"url": "https://support.zendesk.com/hc/en-us/articles/8357749756442-Recipe-Sanitizing-PII-in-advanced-AI-agent-conversations-using-entities",
"headline": "Recipe: Sanitizing PII in advanced AI agent conversations using entities",
"description": "You can sanitize personally identifiable information in advanced AI agent conversations by creating entities and importing historical data to comply with GDPR requirements.",
"articleSection": "Building dialogues for advanced AI agents",
"datePublished": "2024-11-11T22:25:11+00:00",
"dateModified": "2025-09-05T23:54:30+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/8357749756442"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "AI agents",
"@id": "https://support.zendesk.com/hc/en-us/sections/8988994355994"
}
}
}