Selective security masking within recorded speech

• US 20080037719A1
• Filed: 06/28/2006
• Published: 02/14/2008
• Est. Priority Date: 06/28/2006
• Status: Active Grant

• Current Assignee: Avaya LLC (Avaya Incorporated), Avaya Management L.P. (Avaya Incorporated)
• Original Assignee: HyperQuality, Inc. (Avaya Incorporated)
• Inventors: Doren, G. Kevin
• Granted Patent: US 8,433,915 B2
• Time in Patent Office: Days
• US Class Current: 379/85
• 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 marker is derived from an interaction between a person and an agent of a business and the agent'"'"'s user interface. A part of a speech signal that corresponds to a portion of the person'"'"'s special information is located with the marker. The speech signal results from the interaction between the person and the agent. The part of the speech signal that corresponds to the portion of the person'"'"'s special information is rendered unintelligible.

Claims

1. A method comprising:

inputting a speech signal, the speech signal is in electronic form and the speech signal results from an interaction between a person and a business entity; and

determining if the person'"'"'s special information is contained within the speech signal.

2. The method of claim 1, further comprising:

assigning an identifier based on the determining.

3. The method of claim 1, further comprising:

rendering unintelligible the person'"'"'s special information.

4. A method of claim 3, wherein the determining further comprises:

deriving a marker from the interaction between the person and an agent of the business entity and the agent'"'"'s user interface; and

locating, with the marker, a part of a speech signal that corresponds to a portion of the person'"'"'s special information.

5. The method of claim 4, wherein special information is selected from the group consisting of confidential information, sensitive information, and private information.

6. The method of claim 3, wherein an identifier is associated with a voice recording, the voice recording contains the speech signal and the identifier communicates information pertaining to the person'"'"'s special information.

7. The method claim 3, wherein a guard band is utilized during the rendering.

8. The method of claim 3, wherein the agent is a live person.

9. The method of claim 3, wherein the agent is an automated process.

10. The method of claim 4, further comprising:

analyzing the voice recording to provide feedback to the business based on the interaction.

11. The method of claim 5, wherein a voice recording contains the speech signal.

12. The method of claim 11, further comprising:

analyzing the voice recording to provide feedback to the business based on the interaction.

13. The method of claim 12, wherein the feedback is in a form selected from the group consisting of print, audio, video, electronic, and multimedia.

14. A computer readable medium containing executable computer program instructions, which when executed by a data processing system, cause the data processing system to perform a method comprising:

determining a time that corresponds to an activity in an area of a user interface, the activity corresponds with a person'"'"'s special information; and

utilizing the activity to associate an identifier with a speech signal, the speech signal results from an interaction between the person and a business.

15. The computer readable medium, as set forth in claim 14, wherein special information is selected from the group consisting of confidential information, sensitive information, and private information.

16. The computer readable medium, as set forth in claim 15, wherein the method of determining further comprises:

comparing a keystroke or mouse position with an area of the user interface used to input the person'"'"'s special information.

17. The computer readable medium, as set forth in claim 16, wherein the determining comprises:

using a WINDOWS®

hook to obtain information on activity in the area.

18. The computer readable medium, as set forth in claim 17, wherein information includes a time corresponding to activity in the area.

19. The computer readable medium, as set forth in claim 15, wherein the selecting is based on a use-case.

20. The computer readable medium, as set forth in claim 19, wherein the use-case is selected from the group consisting of sale of goods, and provider of services.

21. The computer readable medium, as set forth in claim 20, wherein a type of goods is selected from the group consisting of retail consumer goods, parts, wholesale goods, user defined, and real estate.

22. The computer readable medium, as set forth in claim 20, wherein a type of services is selected from the group consisting of travel, medical, entertainment, after sales support, pre-sales support, user defined, and real estate.

23. The computer readable medium, as set forth in claim 18, wherein the speech signal is in a form of a voice recording.

24. The computer readable medium, as set forth in claim 18, wherein the speech signal is received as a data input apart from a voice recording.

25. The computer readable medium, as set forth in claim 24, wherein the data input is of a type selected from the group consisting of real-time, nearly real-time, and time delayed.

26. A method comprising:

correlating an activity in an area of a user interface with a speech signal to identify a part of the speech signal that corresponds with a person'"'"'s special information; and

rendering unintelligible a portion of the person'"'"'s special information, the speech signal results from an interaction between the person and a business.

27. The method of claim 26, wherein the activity is entry of special information into the area.

28. The method of claim 26, wherein the activity is making the area active.

29. The method of claim 28, wherein making the area active indicates a voice activated field for input of special information.

30. The method of claim 28, wherein the activity is a keystroke associated with the area.

31. The method of claim 28, wherein the activity is a pointing device activity associated with the area.

32. The method of claim 31, wherein the pointing device is within the area.

33. The method of claim 26, wherein the correlating comprises:

evaluating motion of a pointing device.

34. The method of claim 27, wherein a voice recording contains the speech signal.

35. The method of claim 34, further comprising:

analyzing the voice recording to provide feedback to the business based on the interaction.

36. The method of claim 35, wherein the feedback is in a form selected from the group consisting of print, audio, video, electronic, and multimedia.

37. A method comprising:

selecting an area of a user interface, the area corresponds with a person'"'"'s special information, the user interface is configured to input information into a first program;

determining a time that corresponds to an activity in the area, wherein the determining is not performed by the first program; and

utilizing the time to process a part of a speech signal which renders at least a portion of the person'"'"'s special information unintelligible within the speech signal, the speech signal results from an interaction between the person and a business.

38. The method of claim 37, wherein the selecting is based on a use-case.

39. The method of claim 38, wherein the use-case is selected from the group consisting of sale of goods, and provider of services.

40. The method of claim 39, wherein a type of goods is selected from the group consisting of retail consumer goods, parts, wholesale goods, user defined, and real estate.

41. The method of claim 39, wherein a type of services is selected from the group consisting of travel, medical, entertainment, after sales support, pre-sales support, user defined, and real estate.

42. The method of claim 37, wherein the selecting comprises:

comparing a keystroke or mouse position with the area of the user interface, the area can be used to input the person'"'"'s special information.

43. The method of claim 42, wherein the determining comprises:

using a WINDOWS®

hook to obtain information on the activity in the area.

44. The method of claim 43, wherein information on the activity in the area includes a time corresponding to the activity in the area.

45. The method of claim 37, wherein the renders at least the portion unintelligible encrypts the part of the speech signal.

46. The method of claim 37, wherein the renders at least the portion unintelligible masks the part of the speech signal.

47. The method of claim 37, wherein the renders at least the portion of the special information unintelligible deletes the part of the speech signal.

48. The method of claim 37, wherein the utilizing further comprises:

using a time difference, the time difference is measured between multiple time bases.

49. The method of claim 37, wherein the speech signal is in a form of a voice recording.

50. The method of claim 49, further comprising:

analyzing the voice recording to provide feedback to the business based on the interaction.

51. The method of claim 50, wherein the feedback is in a form selected from the group consisting of print, audio, video, electronic, and multimedia.

52. The method of claim 37, wherein the speech signal is received as a data input apart from a voice recording.

53. The method of claim 52, wherein the data input is of a type selected from the group consisting of real-time, nearly real-time, and time delayed.

54. A computer readable medium containing executable computer program instructions, which when executed by a data processing system, cause the data processing system to perform a method comprising:

correlating first image data from a user interface with second image data from the user interface to detect activity in a location on the user interface, the location corresponds with special information; and

processing a part of a speech signal, the speech signal results from an interaction between a person and a business, the speech signal contains the person'"'"'s special information, wherein the processing renders at least a portion of the person'"'"'s special information unintelligible.

55. The computer readable medium, as set forth in claim 54, wherein an identifier is associated with the speech signal, the speech signal is contained in a voice recording, and the identifier communicates information pertaining to the person'"'"'s special information.

56. The computer readable medium, as set forth in claim 54, wherein a guard band is utilized during the processing.

57. The computer readable medium, as set forth in claim 56, wherein a width of the guard band is determined based on activity in the user interface.

58. An apparatus comprising:

a voice recording system;

a user interface;

a system bus, the system bus is coupled to the user interface and the system bus is in communication with the voice recording system; and

a processor, the processor is coupled to the system bus, the processor is programmed to;

monitor an area of a user interface that corresponds with special information;

determine a time that corresponds to an activity in the area; and

pass the time to the voice recording system, the voice recording system is configured to process a part of a speech signal which renders at least a portion of a person'"'"'s special information unintelligible within the speech signal, the speech signal results from an interaction between the person and a business.

59. The apparatus of claim 58, wherein the user interface is configured to provide input into a first program and a second program monitors the area of the user interface.

60. The apparatus of claim 58, wherein communication with the voice recording system and the system bus is accomplished with a communications network.

61. The apparatus of claim 60, wherein the communications network utilizes the Internet.

62. The apparatus of claim 61, wherein at least a part of the communications network is wireless.

63. The apparatus of claim 62, wherein at least a part of the communications network utilizes radio frequency wireless communications.

64. The apparatus of claim 59, wherein a time difference is measured between multiple time bases, the time difference and the time are used to locate the part of the speech signal.

65. The apparatus of claim 59, wherein the speech signal is in a form of a voice recording.

66. An apparatus comprising:

a user interface;

a system bus, the system bus is coupled to the user interface; and

a processor, the processor is coupled to the system bus, the processor is programmed to;

receive a speech signal, the speech signal results from an interaction between a person and a business;

correlate activity in an area of the user interface with the speech signal to identify a part of the speech signal that corresponds with the person'"'"'s special information; and

render unintelligible at least a portion of the person'"'"'s special information within the speech signal.

67. The apparatus of claim 66, wherein the speech signal is stored in an analog form.

68. The apparatus of claim 66, wherein the speech signal is stored in a digital form.

69. The apparatus of claim 66, wherein to render unintelligible is performed on a textual representation of the speech signal.

70. The apparatus of claim 66, wherein an identifier is associated with the speech signal and the identifier communicates information pertaining to the person'"'"'s special information.

71. The apparatus of claim 66, wherein the processor is further programmed to utilize a guard band to identify the part of the speech signal that corresponds with the person'"'"'s special information.

72. An apparatus comprising;

a storage device; and

a speech signal stored on the storage device, the speech signal results from an interaction between a person and an agent of a business, wherein an activity in a user interface has been correlated to identify a part of the speech signal that corresponds with a person'"'"'s special information and the part has been processed to render unintelligible the person'"'"'s special information.

73. The apparatus of claim 72, further comprising:

a report, the report utilizes information contained within the speech signal and the report communicates a quality of service provided by the agent.

74. The apparatus of claim 73, wherein the report communicates competency of the agent.

75. The apparatus of claim 73, wherein the report communicates accuracy of a reply given to the person by the agent.

76. The apparatus of claim 73, wherein analysis of the speech signal is performed under a contract between the business and an entity.

77. The apparatus of claim 76, wherein the business has access to the report.

78. The apparatus of claim 77, wherein the business makes a change in its operations utilizing information contained within the report.

79. The apparatus of claim 72, wherein the business analyzes the speech signal to determine a quality of service provided by the agent during the interaction.

80. The apparatus of claim 79, wherein the business makes a change in its operations based on an analysis of the speech signal.

81. The apparatus of claim 73, wherein the report is in a format selected from the group consisting of print, electronic, and stored data.

82. A system to protect a person'"'"'s special information while the person interacts with a business, comprising:

a communications device, the communications device is operable by the person;

a communications network, the communications network is configured to provide communications between the communications device and an interface of the business; and

a data processing system, the data processing system is configured to;

assign a marker from an interaction between the person and the interface of the business;

locate with the marker a part of a speech signal that corresponds to a portion of the person'"'"'s special information, the speech signal results from the interaction between the person and the interface of the business.

83. The system of claim 82, wherein the data processing system is further configured to render unintelligible the part of the speech signal.

84. The system of claim 82, wherein the interface of the business is selected from the group consisting of a person, and an electronic agent.

85. The system of claim 82, wherein the interaction with the business is initiated by the person.

86. The system of claim 82, wherein the business initiates the interaction with the person.

87. The system of claim 82, wherein the person obtains a benefit from the business during the interaction, and the benefit is selected from the group consisting of support, service, and property.

88. The system of claim 82, wherein the speech signal is in a form of a voice recording.

89. The system of claim 82, wherein the speech signal is received as a data input apart from a voice recording.

90. The system of claim 89, wherein the data input is of a type selected from the group consisting of real-time, nearly real-time, and time delayed.

91. A system to protect a person'"'"'s special information while the person interacts with a business, comprising:

a communications device, the communications device is operable by the person;

a communications network, the communications network is configured to provide communications between the communications device and an interface of the business; and

a data processing system, the data processing system is configured to;

correlate an activity in an area of a user interface with a speech signal to identify a part of the speech signal that corresponds with the person'"'"'s special information, the speech signal is made while the person interacts with the business.

92. The system of claim 91, wherein the data processing system is further configured to render unintelligible the part of the speech signal.

93. The system of claim 92, wherein the data processing system is further configured to utilize a guard band to identify the part of the speech signal that corresponds with the person'"'"'s special information.

94. The system of claim 91, wherein the activity is entry of information into the area.

95. The system of claim 91, wherein the activity is pointing device activity.

96. The system of claim 91, wherein to correlate the activity includes evaluate motion of a pointing device or a keystroke sequence.

97. The system of claim 91, wherein special information is selected from the group consisting of confidential information, sensitive information, and private information.

98. The system of claim 91, wherein the communication device is selected from the group consisting of a telephone, a cellular telephone, a computing device, and an Internet communications device.

99. The system of claim 91, wherein the interface of the business includes a live person.

100. The system of claim 91, wherein the interface of the business includes an automated process.

101. The system of claim 92, wherein the speech signal is in a form of a voice recording.

102. The system of claim 92, wherein the speech signal is received as a data input apart from a voice recording.

103. The system of claim 102, wherein the data input is of a type selected from the group consisting of real-time, nearly real-time, and time delayed.