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Trust Layer

At ayona, we prioritize your data security, ensuring that sensitive information is handled with the utmost care and in full compliance with data protection regulations.

In today’s data-driven world, customer feedback is invaluable—but the way you manage and process this data can make all the difference. For this reason, ayona provides you with the possibility to opt for a trust layer designed to safeguard your most sensitive information while delivering deep insights from customer feedback across multiple platforms. Whether your data originates from public sources like app store reviews or private channels like internal emails, our trust layer ensures that your data is handled with a high level of security and compliance.

Comprehensive PII Removal and Data Minimization​

As a first step in our data processing pipeline, we automatically remove all Personally Identifiable Information (PII) using our advanced PII entity recognition system. This crucial process occurs before any feedback data is stored in our databases, significantly reducing the risk of personal data entering our systems. Our goal is to ensure that even if feedback contains PII, it is thoroughly anonymized before any further processing or storage takes place.

Additionally, our APIs are built with data minimization principles at their core. We do not accept personal data fields through our API, and when querying data from sources that may include personal information, we are designed to ignore such fields without processing them. This approach ensures that only the necessary data is processed, aligning with both GDPR and best practices in data protection.

Sensitivity Levels for Data Processing​

The core of the trust layer is a flexible sensitivity management system that allows you to define, for each connected source individually, how your data is processed. Public and private data are treated with the same rigorous PII removal process, ensuring consistent privacy protection across all data types.

Level 1: Standard Processing​

  • PII Filtering and Conditional Analysis: All feedback data undergoes our standard PII filtering process to remove any personal identifiers before storage. If the feedback data contains PII, it is masked and securely stored for potential later processing under a higher plan. If the feedback does not contain PII, it is processed immediately and included in all analyses and insights. This level is ideal for public sources where the likelihood of encountering PII in feedback is relatively low.
  • Use Case: When processing feedback from public sources like app store reviews or social media posts, where PII is less likely to be present. Ideal for businesses looking to analyze non-sensitive feedback immediately while securing sensitive data for future processing.

Level 2: Enhanced Privacy​

  • PII Filtering, Custom Masking, and Flexible Processing: This level is designed for more sensitive data that may contain identifiable information. In addition to our standard PII filtering, Level 2 allows you to define custom entities that should be masked according to your specific needs. Once the data is fully anonymized, it can be processed by our AI systems to generate insights or stored securely for later analysis. This level provides a balance between privacy and flexibility, making it suitable for a wide range of feedback sources.
  • Use Case: When handling feedback that may contain sensitive customer information from emails, contact forms, or semi-private channels. Ideal for businesses that require additional customization in data anonymization while maintaining the ability to process insights.

Level 3: Maximum Protection​

  • PII Filtering, Custom Masking, and Secure European Processing: Level 3 offers the highest level of privacy and compliance, tailored for the most sensitive internal data, such as feedback collected through internal communication channels or customer surveys. In this level, data undergoes the same advanced PII filtering and allows for custom entity masking, tailored to your specific privacy needs. All processing occurs exclusively within European data centers, ensuring that the data never leaves Europe. This level is designed for industries with stringent data protection requirements, ensuring that sensitive feedback is handled with the highest degree of security.
  • Use Case: When processing highly confidential internal feedback, especially in regulated industries like finance, healthcare, or government sectors. Ideal for organizations that require the highest level of data protection and compliance with European data regulations.

Tailored Solutions for Your Business Needs​

Levels 2 and 3 are available exclusively in our team plans and above, providing your business with the advanced data security features necessary for processing sensitive feedback. Whether you’re a small business or an enterprise, the trust layer offers a tailored solution to protect your customer data while delivering actionable insights.