US 12,135,819 B2 · Targeted transcript analysis and redaction

Abstract

Various techniques described herein relate to analyzing and redacting information from customer interaction records such as call transcripts, to support transmission of the interaction records from a secured environment to various external analytics systems. Transcript texts may be received and processed by a redaction system, during which the transcript texts may be analyzed to generate conversations and convert numerical texts into numbers. One or more regular expressions defining search and replace patterns may be selected and used to redact confidential or sensitive information from the transcripts. In various implementations, the regular expressions used to redact transcripts may be determined or generated based on transcript categorization, the security characteristics of the transmission networks and/or external systems to which the redacted transcripts are to be transmitted, and/or other attributes of the transcript or the associated systems.

Claims19

Dependent claims

A method, comprising:

receiving, by a first computer system, a transcript text;
determining, by the first computer system, a transcript category associated with the transcript text;
determining, by the first computer system, a first expression based on the transcript category, wherein the first expression defines a first search pattern;
modifying, by the first computer system, the transcript text into a first redacted transcript text wherein modifying the transcript text comprises:
converting, within the transcript text, a non-numeric text string representing a numeric value, into a numeric text string;
and
redacting one or more instances of the first search pattern from the transcript text, wherein the one or more instances includes the numeric text string;
and
transmitting the first redacted transcript text from the first computer system, via a transmission network, to a second computer system.

6 more elements

A computer server, comprising:

one or more processors;
and
one or more non-transitory computer-readable media storing computer-executable instructions that, when executed by the one or more processors, cause the one or more processors to perform operations comprising:
receiving a transcript text;
determining a transcript category associated with the transcript text;
determining a first expression based on the transcript category, wherein the first expression defines a first search pattern;
modifying the transcript text into a first redacted transcript text, wherein modifying the transcript text comprises:
converting, within the transcript text, a non-numeric text string representing a numeric value, into a numeric text string;
and
redacting one or more instances of the first search pattern from the transcript text, wherein the one or more instances includes the numeric text string;
and
transmitting the first redacted transcript text from the computer server, via a transmission network, to a second computer system.

9 more elements

One or more non-transitory computer-readable media storing instructions executable by a processor, wherein the instructions, when executed by the processor, cause the processor to perform operations comprising:

receiving a transcript text at a first computer system;
determining an attribute associated with at least one of a second computer system or a transmission network;
determining a first regular expression based on the attribute, wherein the first regular expression defines a first search pattern;
modifying the transcript text into a first redacted transcript text, by wherein modifying the transcript text comprises:
converting, within the transcript text, a non-numeric text string representing a numeric value, into a numeric text string;
and
redacting one or more instances of the first search pattern from the transcript text, wherein the one or more instances includes the numeric text string;
and
transmitting the first redacted transcript text from the first computer system, via the transmission network, to the second computer system.

6 more elements

Dependencies are inferred from the claim text.

Targeted transcript analysis and redaction

Life of this patent

Targeted transcript analysis and redaction

Life of this patent

Abstract

Claims19