System and method for identifying special information verbalization timing with the aid of a digital computer

• US 10,372,891 B2
• Filed: 05/09/2016
• Issued: 08/06/2019
• Est. Priority Date: 06/28/2006
• Status: Active Grant

• Current Assignee: Avaya LLC (Avaya Incorporated), Avaya Management L.P. (Avaya Incorporated)
• Original Assignee: Intellisist, Inc. dba Spoken Communications (Avaya Incorporated)
• Inventors: Doren, G. Kevin
• Primary Examiner(s): Coppola, Jacob C.
• Application Number:
  US15/150,276
• Publication Number:
  US 20160328546A1
• Time in Patent Office: 1,184 Days
• CPC Class Codes: G06F 21/32 using biometric data, e.g. fingerprints, iris scans or voiceprints
• CPC Class Codes: G06F 21/6263 during internet communication, e.g. revealing personal data from cookies
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 17/22 Interactive procedures; Man-machine interfaces
• CPC Class Codes: G10L 21/00 Speech or voice signal processing techniques to produce another audible or non-audible signal, e.g. visual or tactile, in order to modify its quality or its intelligibility G10L19/00 takes precedence
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656

Abstract

A system and method for identifying special information verbalization timing with the aid of a digital computer are provided. A verbal interaction between two entities is recorded using a voice recorder and the recording is timed using a clock associated with a time base. A user interface of a data processing system is displayed, the data processing system including a further clock associated with a further time base. An activity is identified within the user interface that is associated with an entry of one of the entity'"'"'s special information received during the interaction. A time is identified that is associated with the activity using the further time base. The timing of the recording is correlated with the time associated with the activity. At least one segment of the recording including the special information is identified based on the correlation. At least a portion of the identified segment is rendered unintelligible.

Claims

1. A system for identifying special information verbalization timing with the aid of a digital computer, comprising:

at least one computer processor configured to execute code, comprising;

a recording module configured to record a verbal interaction between two entities using a voice recorder and to time the recording using a first time base;

a time module configured to identify a time associated with an entry of special information of one of the entities into a user interface associated with a further time base;

a correlation module configured to correlate the timing of the recording with the time associated with the entry using the first time base and the further time base;

a segment module configured to identify at least one segment of the recording comprising the special information based on the correlation; and

a rendering module configured to render at least a portion of the identified segment unintelligible.

2. A system of claim 1, further comprising:

a measuring module configured to measure a time offset between the first time base and the further time base, wherein the correlation is performed based on the measured offset.

3. A system of claim 2, wherein the voice recorder associates an absolute time with the recording.

4. A system of claim 1, further comprising:

a marking module configured to mark in the voice recording with an artifact associated with a known time, wherein the correlation is performed based on the artifact.

5. A system of claim 4, wherein the known time is one of a start of entry of the special information, or a start of the interaction.

6. A system of claim 1, further comprising:

an access module configured to access a standard time reference; and

a calibration module configured to calibrate a clock associated with the first time base and a further clock associated with the further time base against the standard time reference.

7. A system of claim 6, further comprising at least one of:

a maintenance module configured to maintain a reference clock accessible to the voice recorder and a data processing system implementing the user interface as the standard time reference;

or

a clock module configured to access an atomic clock over the Internet as the standard time reference.

8. A system of claim 1, wherein the entry comprises at least one of a key stroke or pointing device activity within the user interface.

9. A system of claim 1, wherein the segment is rendered unintelligible by at least one of masking the segment, deleting the segment, or encrypting the segment.

10. A system of claim 1, wherein the verbal interaction comprises a call and the voice recorder and the data processing center are comprised within a call center.

11. A method for identifying special information verbalization timing with the aid of a digital computer, comprising:

recording a verbal interaction between two entities using a voice recorder and timing the recording using a first time base;

identifying a time associated with an entry of special information of one of the entities into a user interface associated with a further time base;

correlating the timing of the recording with the time associated with the entry using the first time base and the further time base;

identifying at least one segment of the recording comprising the special information based on the correlation; and

rendering at least a portion of the identified segment unintelligible,

wherein the steps are performed using at least one suitably-programmed computer.

12. A method of claim 11, further comprising:

measuring a time offset between the first time base and the further time base, wherein the correlation is performed based on the measured offset.

13. A method of claim 12, wherein the voice recorder associates an absolute time with the recording.

14. A method of claim 11, further comprising:

marking in the voice recording with an artifact associated with a known time, wherein the correlation is performed based on the artifact.

15. A method of claim 14, wherein the known time is one of a start of entry of the special information, or a start of the interaction.

16. A method of claim 11, further comprising:

accessing a standard time reference; and

calibrating a clock associated with the first time base and a further clock associated with the further time base against the standard time reference.

17. A method of claim 16, further comprising at least one of:

maintaining a reference clock accessible to the voice recorder and a data processing system implementing the user interface as the standard time reference;

or

accessing an atomic clock over the Internet as the standard time reference.

18. A method of claim 11, wherein the entry comprises at least one of a key stroke or pointing device activity within the user interface.

19. A method of claim 11, wherein the segment is rendered unintelligible by at least one of masking the segment, deleting the segment, or encrypting the segment.

20. A method of claim 11, wherein the verbal interaction comprises a call and the voice recorder and the data processing center are comprised within a call center.