PROTECTING PRIVACY OF A CUSTOMER AND AN AGENT USING FACE RECOGNITION IN A VIDEO CONTACT CENTER ENVIRONMENT

• US 20160105638A1
• Filed: 12/16/2015
• Published: 04/14/2016
• Est. Priority Date: 08/14/2012
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Pai, Deep Subhash, Bhalerao, Jaydeep Deepak
• Granted Patent: US 9,848,165 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 18/00 Pattern recognition
• CPC Class Codes: G06V 40/16 Human faces, e.g. facial parts, sketches or expressions
• CPC Class Codes: H04M 2201/50 Telephonic communication in combination with video communication
• CPC Class Codes: H04M 2203/252 where a voice mode is enhanced with visual information
• CPC Class Codes: H04M 2203/306 Prerecordings to be used during a voice call
• CPC Class Codes: H04M 2203/6009 Personal information, e.g. profiles or personal directories being only provided to authorised persons
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04N 7/147 Communication arrangements, e.g. identifying the communication as a video-communication, intermediate storage of the signals selecting H04Q

Abstract

A method, apparatus and computer program product for protecting privacy of a customer and an agent using face recognition in a video contact center environment is presented. A video call is initiated by a customer to a contact center. The customer video is muted while audio of the customer is provided to an agent of the contact center. A determination is made regarding whether a face is present in a video image of the customer. When a presence of a face is determined in the video image of the customer, then video of the customer is enabled. When a presence of a face is not present in the video image of the customer then the customer is notified so the customer can take appropriate action.

Claims

1. A computer-implemented method in which a computer system performs operations comprising:

initiating, by a customer, a video call wherein video of said customer is muted and wherein audio of said customer is provided;

determining, by said customer, whether a face is present in a video image of said customer;

enabling video of said customer when a presence of a face is determined in said video image of said customer; and

notifying said customer when a presence of a face is not present in said video image of said customer.

2. The method of claim 1 further comprising enabling, by said customer, video of said customer, when said customer is prepared for said video of said call to be transmitted to said agent.

3. The method of claim 1 further comprising receiving, by said customer, video from said agent of said contact center;

4. The method of claim 1 wherein said determining whether a face is present in a video image of said customer comprises using facial recognition.

5. The method of claim 1 wherein said notifying said customer when a presence of a face is not present in said video image of said customer comprises providing a message on a terminal of said customer.

6. A computer-implemented method in which a computer system performs operations comprising:

receiving, by an agent of a contact center, a video call from a customer;

automatically answering said call by a system of said agent;

determining whether a face is present in a video image of said agent;

enabling video and audio of said agent when a presence of a face is determined in said video image of said agent; and

notifying said agent when a presence of a face is not present in said video image of said agent.

7. The method of claim 6 further comprising enabling, by said agent, audio and video of said agent, when said agent is prepared for said call to be transmitted to said customer.

8. The method of claim 6 further comprising receiving, by said agent, audio and video from said agent of said contact center;

9. The method of claim 6 wherein said determining whether a face is present in a video image of said agent comprises using facial recognition.

10. The method of claim 6 wherein said notifying said agent when a presence of a face is not present in said video image of said agent comprises providing a message on a terminal of said agent.

11. A non-transitory computer readable storage medium having computer readable code thereon for protecting privacy of a customer and an agent using face recognition in a video contact center environment, the medium including instructions in which a computer system performs operations comprising:

initiating, by a customer, a video call to a contact center;

muting video of said customer and providing audio of said customer to an agent of said contact center;

determining whether a face is present in a video image of said customer;

enabling video of said customer when a presence of a face is determined in said video image of said customer; and

notifying said customer when a presence of a face is not present in said video image of said customer.

12. The computer readable storage medium of claim 11 further comprising enabling, by said customer, video of said customer, when said customer is prepared for said video of said call to be transmitted to said agent.

13. The computer readable storage medium of claim 11 further comprising receiving, by said customer, video from said agent of said contact center;

14. The computer readable storage medium of claim 11 wherein said determining whether a face is present in a video image of said customer comprises using facial recognition.

15. The computer readable storage medium of claim 11 wherein said notifying said customer when a presence of a face is not present in said video image of said customer comprises providing a message on a terminal of said customer.

16. A non-transitory computer readable storage medium having computer readable code thereon for protecting privacy of a customer and an agent using face recognition in a video contact center environment, the medium including instructions in which a computer system performs operations comprising:

receiving, by an agent of a contact center, a video call from a customer;

automatically answering said call by a system of said agent;

determining whether a face is present in a video image of said agent;

enabling video and audio of said agent when a presence of a face is determined in said video image of said agent; and

notifying said agent when a presence of a face is not present in said video image of said agent.

17. The computer readable storage medium of claim 16 further comprising enabling, by said agent, audio and video of said agent, when said agent is prepared for said call to be transmitted to said customer.

18. The computer readable storage medium of claim 16 further comprising receiving, by said agent, audio and video from said agent of said contact center;

19. The computer readable storage medium of claim 16 wherein said determining whether a face is present in a video image of said agent comprises using facial recognition.

20. The computer readable storage medium of claim 16 wherein said notifying said agent when a presence of a face is not present in said video image of said agent comprises providing a message on a terminal of said agent.