Use Case 1: Identify and Flag PII/PHI in Service Request Description

In this scenario (illustrated in the following image), the OCI Language AI service checks whether the service request (SR) description field contains any PII/PHI, and if so, warns the user before saving the SR to the system.

Identify and Flag PII in Service Request Description Flow: This image is described in the surrounding text.

As shown in this image, a typical flow involved in using the OCI Language AI service to identify and flag PII/PHI in the service request (SR) description is as follows:

A call center agent creates an SR, for example, where the Description field contains the following PII information:
```
The customers MEDICAL RECORD NUMBER is MRN:56453241-A and can be reached at 9989898989 or charles@gmail.com.
```
When the SR is saved:
1. Siebel invokes the OCI Language AI service to check the Description field to see if it contains any PII/PHI information.
2. If the Descriptions field contains PII/PHI information, then Siebel warns the user before saving the SR with a message similar to the following:
```
Personally Identifiable Information 
TELEPHONE_NUMBER: 9989898989 
EMAIL: charles@gmail.com
MEDICAL_RECORD_NUMBER: MRN:56453241-A

OK
```
3. When the user clicks OK to this message, the PII Flag field value for the SR changes to Y.

You can extend this functionality to any Siebel business component. Currently, only one field per business component is supported to extract PII from input text, for example, as follows:

The 'Description' field in the 'Service Request' business component.
The 'Comment' field in the 'Quote' business component.

However, administrators can configure a list of PII/PHI to be identified in the configured field.