Dynamic tagging of media for service sessions

A system, comprising:

• at least one processor;
• and
• a memory communicatively coupled to the at least one processor, the memory storing instructions which, when executed by the at least one processor, cause the at least one processor to perform operations comprising:
• receiving, during a communication session between a first user and a second user, a stream of media content generated during the communication session, wherein the media content is audio content or video content;
• monitoring, during the communication session, the stream of media content to detect a first action performed by the first user in a user interface (UI) during the communication session and a second action performed by the first user in the UI, the first action performed at a first time during the communication session and the second action performed at a second time after the first time during the communication session;
• generating, during the communication session, tagged media content by:
• adding, in response to detecting the first action, a first tag to the stream of media content at a first location in the stream of media content that corresponds to the first time;
• and
• adding, in response to detecting the second action, a second tag to the stream of media content at a second location in the stream of media content that corresponds to the second time, the first tag and the second tag indicating at least one portion of the stream of media content to be redacted,
• analyzing, the original version of the stream of media content to determine information that needs to be redacted:
• comparing the tagged media content defined by the first tag and the second tag with the original version of the stream of media content to determine whether the tagged media content indicates the presence of the information that needs to be redacted;
• and
• responsive to comparing, adjusting at least one of the first tag or the second tag such that the tagged media content with the adjusted at least one of the first tag or the second tag indicates the presence of the information that needs to be redacted,
• wherein when the media content is audio content, the first tag and the second tag are audio tags, and wherein when the media content is video content, the first tag and the second tag are video frames;
• and
• redacting the at least one portion of the tagged media content having the adjusted at least one of the first tag or the second tag to generate redacted media content, the at least one portion bounded in the tagged media content by the first tag and the second tag, wherein redacting the at least one portion of the tagged media content includes replacing the at least one portion of the tagged media content with other content that indicates a redaction has occurred.

One or more non-transitory computer-readable media storing instructions which, when executed by at least one processor, cause the at least one processor to perform operations comprising:

• receiving, during a communication session between a first user and a second user, a stream of media content generated during the communication session, wherein the media content is audio content or video content;
• monitoring, during the communication session, the stream of media content to detect a first action performed by the first user in a user interface (UI) during the communication session and a second action performed by the first user in the UI, the first action performed at a first time during the communication session and the second action performed at a second time after the first time during the communication session;
• generating, during the communication session, tagged media content by:
• adding, in response to detecting the first action, a first tag to the stream of media content at a first location in the stream of media content that corresponds to the first time;
• and
• adding, in response to detecting the second action, a second tag to the stream of media content at a second location in the stream of media content that corresponds to the second time, the first tag and the second tag indicating at least one portion of the stream of media content to be redacted,
• analyzing, the original version of the stream of media content to determine information that needs to be redacted;
• comparing the tagged media content defined by the first tag and the second tag with the original version of the stream of media content to determine whether the tagged media content indicates the presence of the information that needs to be redacted;
• and
• responsive to comparing, adjusting at least one of the first tag or the second tag such that the tagged media content with the adjusted at least one of the first tag or the second tag indicates the presence of the information that needs to be redacted,
• wherein when the media content is audio content, the first tag and the second tag are audio tags, and wherein when the media content is video content, the first tag and the second tag are video frames;
• and
• redacting the at least one portion of the tagged media content having the adjusted at least one of the first tag or the second tag to generate redacted media content, the at least one portion bounded in the tagged media content by the first tag and the second tag, wherein redacting the at least one portion of the tagged media content includes replacing the at least one portion of the tagged media content with other content that indicates a redaction has occurred.