Security focus underscores LivePerson's Australian analytics push

LivePerson's plans to open an Australian data centre later this year will increase the collection of sensitive personal information, but careful security controls will ensure that the high-value personal information regularly exchanged during online chat sessions is protected before being stored for later analysis, a company executive has confirmed.

The company, which handles over 20 million customer-support conversations per month for customers over its software-as-a-service (SaaS) infrastructure, will in the third quarter fill out its global network with redundant data centres in Sydney and Melbourne.

Those facilities are designed to better support local and regional customers and, given the recent tightening of Australian privacy protections, senior vice president Dustin Dean told CSO Australia.

“We're very careful to protect personal information from a privacy perspective,” Dean explained, noting that pattern-matching algorithms identify sensitive personal data such as account numbers and hash them before the data is stored and encrypted in place.

Given that the data of Australian LivePerson customers is currently stored in the company's UK data centres, those protections are particularly important for servicing this market.

Even with the company's expanded Australian presence later this year, those protections will become even more relevant as LivePerson's Australian customer base grows on the back of engagements with key telecommunications, financial-services, retail, airline and other vertical industries.

With LivePerson expanding its services to offer broader analysis of customer behaviour to identify online-support best practices, maintaining those data protections will be crucial to the company's ongoing business in Australia, Dean said.

“We are seeing a lot of movement in areas beyond just chat,” he explained. “Companies are really trying to get a better feeling for what consumers are saying within these conversations, to get insight into their products, services, competitions and the Web site itself.”

Such changes can lead to significant improvements in operational strategy: for example, analysis of chatting patterns during a poorly-received credit-card transfer campaign revealed that conversion rates were low because credit limits weren't being set high enough. Once this was adjusted, conversion rates increased dramatically.

“The data within the information that's held within our servers is amazing,” Dean said. “There is great value in having structured, behavioural characteristics aligned with unstructured conversations.”

This article is brought to you by Enex TestLab, content directors for CSO Australia.

Follow @CSO_Australia and sign up to the CSO Australia newsletter.

Join the CSO newsletter!

Error: Please check your email address.

Tags LivePersondata centresprivacy

More about CSOEnex TestLabLivePerson

Show Comments

Featured Whitepapers

Editor's Recommendations

Solution Centres

Stories by David Braue

Latest Videos

  • 150x50

    CSO Webinar: Will your data protection strategy be enough when disaster strikes?

    Speakers: - Paul O’Connor, Engagement leader - Performance Audit Group, Victorian Auditor-General’s Office (VAGO) - Nigel Phair, Managing Director, Centre for Internet Safety - Joshua Stenhouse, Technical Evangelist, Zerto - Anthony Caruana, CSO MC & Moderator

    Play Video

  • 150x50

    CSO Webinar: The Human Factor - Your people are your biggest security weakness

    ​Speakers: David Lacey, Researcher and former CISO Royal Mail David Turner - Global Risk Management Expert Mark Guntrip - Group Manager, Email Protection, Proofpoint

    Play Video

  • 150x50

    CSO Webinar: Current ransomware defences are failing – but machine learning can drive a more proactive solution

    Speakers • Ty Miller, Director, Threat Intelligence • Mark Gregory, Leader, Network Engineering Research Group, RMIT • Jeff Lanza, Retired FBI Agent (USA) • Andy Solterbeck, VP Asia Pacific, Cylance • David Braue, CSO MC/Moderator What to expect: ​Hear from industry experts on the local and global ransomware threat landscape. Explore a new approach to dealing with ransomware using machine-learning techniques and by thinking about the problem in a fundamentally different way. Apply techniques for gathering insight into ransomware behaviour and find out what elements must go into a truly effective ransomware defence. Get a first-hand look at how ransomware actually works in practice, and how machine-learning techniques can pick up on its activities long before your employees do.

    Play Video

  • 150x50

    CSO Webinar: Get real about metadata to avoid a false sense of security

    Speakers: • Anthony Caruana – CSO MC and moderator • Ian Farquhar, Worldwide Virtual Security Team Lead, Gigamon • John Lindsay, Former CTO, iiNet • Skeeve Stevens, Futurist, Future Sumo • David Vaile - Vice chair of APF, Co-Convenor of the Cyberspace Law And Policy Community, UNSW Law Faculty This webinar covers: - A 101 on metadata - what it is and how to use it - Insight into a typical attack, what happens and what we would find when looking into the metadata - How to collect metadata, use this to detect attacks and get greater insight into how you can use this to protect your organisation - Learn how much raw data and metadata to retain and how long for - Get a reality check on how you're using your metadata and if this is enough to secure your organisation

    Play Video

  • 150x50

    CSO Webinar: How banking trojans work and how you can stop them

    CSO Webinar: How banking trojans work and how you can stop them Featuring: • John Baird, Director of Global Technology Production, Deutsche Bank • Samantha Macleod, GM Cyber Security, ME Bank • Sherrod DeGrippo, Director of Emerging Threats, Proofpoint (USA)

    Play Video

More videos

Blog Posts

Market Place