Automatic Editing out of Sensitive Information in Multimedia Prior to Monitoring and/or Storage

• US 20120027195A1
• Filed: 07/29/2010
• Published: 02/02/2012
• Est. Priority Date: 07/29/2010
• Status: Abandoned Application

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Shaffer, Shmuel, Weppner, Jochen, Sarkar, Shantanu, Jain, Mukul
• Application Number:
  US12/846,316
• Publication Number:
  US 20120027195A1
• Time in Patent Office: Days
• US Class Current: 379/265.09
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2203/60 related to security aspects in telephonic communication systems network architectures or network communication protocols for network security H04L63/00
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

Techniques are provided to automatically edit multimedia associated with call center sessions when producing monitoring and/or recording copies of the multimedia. Multimedia associated with a session between a caller and a call center agent is received. The multimedia from the session is analyzed to determine when sensitive information is to be revealed. The multimedia is edited to mask the sensitive information in a monitored and/or recorded copy of the multimedia.

Claims

1. A method comprising:

receiving multimedia associated with a session between a caller and a call center agent;

analyzing the multimedia from the session to determine when sensitive information is about to be revealed; and

editing the multimedia to mask the sensitive information in a monitoring and/or recording copy of the multimedia.

2. The method of claim 1, wherein receiving comprises receiving the multimedia including audio associated with a conversation between the caller and the call center agent and data associated with interaction by the call center agent with a form displayed on a display to the call center agent.

3. The method of claim 2, wherein analyzing comprises analyzing the audio to detect words that indicate sensitive information is about to be revealed in the audio.

4. The method of claim 3, wherein editing comprises masking a portion of the audio that contains the sensitive information.

5. The method of claim 2, wherein analyzing comprises analyzing the multimedia to detect that the call center agent'"'"'s focus is in a portion of the form where sensitive information is to be entered.

6. The method of claim 5, wherein analyzing comprises analyzing the multimedia to detect a position of a cursor in a field of the form that is to contain sensitive information.

7. The method of claim 5, wherein editing comprises masking a portion of multimedia frames in the multimedia that contains the sensitive information.

8. The method of claim 2, and further comprising storing policy information indicating types of information to be masked in the multimedia and/or queues for sensitive information to be masked in the multimedia, and wherein analyzing and editing are performed based on the policy information.

9. The method of claim 8, wherein storing policy information comprises storing information indicating which fields of forms during the session are to be masked.

10. The method of claim 9, wherein storing policy information comprises storing information indicating a relationship between at least one field that is to be masked in a first form displayed to the call center agent and one or more other fields that are also to be masked in a second form displayed to the call center agent.

11. The method of claim 2, wherein storing policy information comprises storing information indicating one or more words or phrases to be detected as trigger indicators of imminent audio that will contain sensitive information to be masked in the audio.

12. A computer-readable memory medium storing instructions that, when executed by a processor, cause the processor to:

receive multimedia associated with a session between a caller and a call center agent;

analyze the multimedia from the session to determine when sensitive information is about to be revealed; and

edit the multimedia to mask the sensitive information in a monitoring and/or recording copy of the multimedia.

13. The computer-readable memory medium of claim 12, wherein the instructions that cause the processor to receive comprise instructions that cause the processor to receive multimedia including audio associated with a conversation between the caller and the call center agent and data associated with interaction by the call center agent with a form displayed on a display to the call center agent.

14. The computer-readable memory medium of claim 13, wherein the instructions that cause the processor to analyze comprise instructions that cause the processor to analyze the multimedia to detect words that indicate sensitive information is about to be revealed in the audio.

15. The computer-readable memory medium of claim 14, wherein the instructions that cause the processor to edit comprise instructions that cause the processor to mask a portion of the multimedia that contains the sensitive information.

16. The computer-readable memory medium of claim 13, wherein the instructions that cause the processor to analyze comprise instructions that cause the processor to analyze the multimedia to detect that the call center agent'"'"'s focus is in a portion of the form where sensitive information is to be entered.

17. The computer-readable memory medium of claim 16, wherein the instructions that cause the processor to analyze comprise instructions that cause the processor to detect a position of a cursor in a field of the form that is to contained sensitive information.

18. The computer-readable memory medium of claim 16, wherein the instructions that cause the processor to edit comprise instructions that cause the processor to mask a portion of multimedia frames in the multimedia that contains the sensitive information.

19. An apparatus comprising:

a network interface unit configured to receive multimedia associated with a session between a caller and call center agent;

a processor configured to be coupled to the network interface unit, wherein the processor is configured to;

analyze the multimedia from the session to determine when sensitive information is about to be revealed; and

edit the multimedia to mask the sensitive information in a monitoring and/or recording copy of the multimedia.

20. The apparatus of claim 19, wherein the network interface unit is configured to receive multimedia comprising multimedia associated with a conversation between the caller and the call center agent and data associated with interaction by the call center agent with a form displayed on a display to the call center agent.

21. The apparatus of claim 20, wherein the processor is configured to analyze the multimedia to detect words that indicate sensitive information is about to be revealed in the multimedia, and the processor is configured to edit the multimedia by masking a portion of the multimedia that contains the sensitive information.

22. The apparatus of claim 20, wherein the processor is configured to analyze the multimedia to detect that the call center agent'"'"'s focus is in a portion of the form where sensitive information is to be entered, and the processor is configured to edit the multimedia by masking a portion of video frames in the multimedia that contains the sensitive information.

23. The apparatus of claim 19, wherein the processor is further configured to store policy information indicating types of information to be masked in the multimedia and/or queues for sensitive information to be masked in the multimedia, and wherein the processor is configured to analyze and edit based on the policy information.