Protecting privacy of a customer and an agent using face recognition in a video contact center environment
First Claim
1. An interactive voice and video response system, comprising:
- receiving, by an agent computer system of a contact center, a video call from a customer computer system;
automatically answering the video call by the agent computer system, the video call comprising a video stream and an audio stream generated by the agent computer system;
determining, by the agent computer system, whether a face of an agent associated with the agent computer system is present in the video stream;
delaying, by the agent computer system, connection of the video stream and the audio stream to the customer computer system when the face of the agent is determined to not be present in the video stream;
enabling, by the agent computer system, connection of the video stream and the audio stream to the customer computer system when the face of the agent is determined to be present in the video stream; and
notifying, by the agent computer system, the agent associated with the agent computer system when the face of the agent is determined to not be present in the video stream.
13 Assignments
0 Petitions
Accused Products
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.
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Citations
12 Claims
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1. An interactive voice and video response system, comprising:
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receiving, by an agent computer system of a contact center, a video call from a customer computer system; automatically answering the video call by the agent computer system, the video call comprising a video stream and an audio stream generated by the agent computer system; determining, by the agent computer system, whether a face of an agent associated with the agent computer system is present in the video stream; delaying, by the agent computer system, connection of the video stream and the audio stream to the customer computer system when the face of the agent is determined to not be present in the video stream; enabling, by the agent computer system, connection of the video stream and the audio stream to the customer computer system when the face of the agent is determined to be present in the video stream; and notifying, by the agent computer system, the agent associated with the agent computer system when the face of the agent is determined to not be present in the video stream. - View Dependent Claims (2, 3, 4, 5, 11)
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6. A non-transitory computer-readable medium having instructions stored thereon that are executable by a computing device to perform operations comprising:
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receiving a video call from a customer computer system; automatically answering the video call, the video call comprising a video stream and an audio stream generated by the computing device; determining whether a face of an agent associated with the computing device is present in the video stream; delaying connection of the video stream and the audio stream to the customer computer system when the face of the agent is determined to not be present in the video stream; enabling connection of the video stream and the audio stream to the customer computer system when the face of the agent is determined to be present in the video stream; and notifying the agent associated with the computing device when the face of the agent is determined to not be present in the video stream. - View Dependent Claims (7, 8, 9, 10, 12)
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Specification