Selective Security Masking within Recorded Speech

• US 20090307779A1
• Filed: 08/07/2009
• Published: 12/10/2009
• 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 9,336,409 B2
• Time in Patent Office: Days
• US Class Current: 726/26
• 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 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.

2. The computer readable medium, as set forth in claim 1, wherein special information is selected from the group consisting of confidential information, sensitive information, and private information.

3. The computer readable medium, as set forth in claim 2, 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.

4. The computer readable medium, as set forth in claim 3, wherein the determining comprises:

using a WINDOWS®

hook to obtain information on activity in the area.

5. The computer readable medium, as set forth in claim 4, wherein information includes a time corresponding to activity in the area.

6. The computer readable medium, as set forth in claim 2, wherein the selecting is based on a use-case.

7. The computer readable medium, as set forth in claim 6, wherein the use-case is selected from the group consisting of sale of goods, and provider of services.

8. The computer readable medium, as set forth in claim 7, wherein a type of goods is selected from the group consisting of retail consumer goods, parts, wholesale goods, user defined, and real estate.

9. The computer readable medium, as set forth in claim 7, 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.

10. The computer readable medium, as set forth in claim 5, wherein the speech signal is in a form of a voice recording.

11. The computer readable medium, as set forth in claim 5, wherein the speech signal is received as a data input apart from a voice recording.

12. The computer readable medium, as set forth in claim 11, wherein the data input is of a type selected from the group consisting of real-time, nearly real-time, and time delayed.

13. 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.

14. The method of claim 13, wherein the activity is entry of special information into the area.

15. The method of claim 13, wherein the activity is making the area active.

16. The method of claim 15, wherein making the area active indicates a voice activated field for input of special information.

17. The method of claim 15, wherein the activity is a keystroke associated with the area.

18. The method of claim 15, wherein the activity is a pointing device activity associated with the area.

192. The method of claim 18, wherein the pointing device is within the area.

20. The method of claim 13, wherein the correlating comprises:

evaluating motion of a pointing device.

21. The method of claim 14, wherein a voice recording contains the speech signal.

22. The method of claim 21, further comprising:

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

23. The method of claim 22, wherein the feedback is in a form selected from the group consisting of print, audio, video, electronic, and multimedia.

24. 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.

25. The method of claim 24, wherein the selecting is based on a use-case.

26. The method of claim 25, wherein the use-case is selected from the group consisting of sale of goods, and provider of services.

27. The method of claim 26, wherein a type of goods is selected from the group consisting of retail consumer goods, parts, wholesale goods, user defined, and real estate.

28. The method of claim 26, 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.

29. The method of claim 24, 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.

30. The method of claim 29, wherein the determining comprises:

using a WINDOWS®

hook to obtain information on the activity in the area.

31. The method of claim 30, wherein information on the activity in the area includes a time corresponding to the activity in the area.

32. The method of claim 24, wherein the renders at least the portion unintelligible encrypts the part of the speech signal.

33. The method of claim 24, wherein the renders at least the portion unintelligible masks the part of the speech signal.

34. The method of claim 24, wherein the renders at least the portion of the special information unintelligible deletes the part of the speech signal.

35. The method of claim 24, wherein the utilizing further comprises:

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

36. The method of claim 24, wherein the speech signal is in a form of a voice recording.

37. The method of claim 36, further comprising:

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

38. The method of claim 37, wherein the feedback is in a form selected from the group consisting of print, audio, video, electronic, and multimedia.

39. The method of claim 24, wherein the speech signal is received as a data input apart from a voice recording.

40. The method of claim 39, wherein the data input is of a type selected from the group consisting of real-time, nearly real-time, and time delayed.

41. 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.

42. The computer readable medium, as set forth in claim 41, 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.

43. The computer readable medium, as set forth in claim 41, wherein a guard band is utilized during the processing.

44. The computer readable medium, as set forth in claim 43, wherein a width of the guard band is determined based on activity in the user interface.

45. 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.

46. The apparatus of claim 45, wherein the user interface is configured to provide input into a first program and a second program monitors the area of the user interface.

47. The apparatus of claim 45, wherein communication with the voice recording system and the system bus is accomplished with a communications network.

48. The apparatus of claim 47, wherein the communications network utilizes the Internet.

49. The apparatus of claim 48, wherein at least a part of the communications network is wireless.

50. The apparatus of claim 49, wherein at least a part of the communications network utilizes radio frequency wireless communications.

51. The apparatus of claim 46, 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.

52. The apparatus of claim 46, wherein the speech signal is in a form of a voice recording.