Could Chat Transcripts Be Security Minefields?

by Mercator Advisory Group 0

With Mercator Advisory Group research indicating that HSAadoption has grown by 150%, it seems likely that Rite-Aid and Walgreens havegood reasons to try and streamline customer communications; although theyapparently still have privacy challenges to overcome.

When Rite-Aid and Walgreens bothannounced pharmacist chat programs last month, they were the latest chains totry and use chat to get closer to their customers. But, ironically, thepreservation of chat discussions of super-sensitive patient medical history mayprove a very serious threat to security.

It’s ironic because both chains are taking substantialsteps to secure the access to confidential patient data, but neither isspecifying steps to protect transcripts of that very same data. Imagine forcingcall center employees to comply with all PCI rules regarding not preservingprohibited payment card data and then allowing them to write down all of that datain plain-text files that are then transmitted to consumers (who are unlikely toprotect them) and saved in the chain’s files.

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