Dynamic tagging of media for service sessions
AssigneeUnited Services Automobile Association (USAA)
InventorsVijay Jayapalan, Gregory Yarbrough, Eric J. Smith
Life of this patent
Estimating the term…
Abstract
Techniques are described for real time monitoring and tagging of media content generated during a service session between an individual and a service representative (SR). Media content received during a service session may be dynamically tagged with one or more metadata tags during the service session, the tag(s) indicating portion(s) of the media content that potentially include sensitive information. Tagging may be based on a SR's gestures, clicks, keystrokes, mouse-overs, and/or other actions performed in a SR user interface (UI) during the service session. The media content may be redacted based on the tags to remove and/or obfuscate potentially sensitive information.
Claims20
A computer-implemented method performed by at least one processor, the method comprising:
- accessing tagged media content including a stream of media content with (i) a first tag added to the stream of media content at a first location in the stream of media content that corresponds to a first time in which a first action is detected and (ii) a second tag added to the stream of media content at a second location in the stream of media content that corresponds to a second time in which a second action is detected, the first tag and the second tag defining at least one portion of the tagged media content, analyzing the stream of media content to determine information that needs to be redacted;
- comparing the tagged media content with the stream of media content to determine whether the at least one portion defined by the first tag and the second tag indicates the presence of the information that needs to be redacted;
- responsive to comparing, adjusting at least one of the first tag or the second tag such that a portion of the tagged media content having the adjusted at least one of the first tag or the second tag indicates the presence of the information that needs to be redacted;
- and
- redacting, by the at least one processor, the 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.
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:
- accessing tagged media content including a stream of media content with (i) a first tag added to the stream of media content at a first location in the stream of media content that corresponds to a first time in which a first action is detected and (ii) a second tag added to the stream of media content at a second location in the stream of media content that corresponds to a second time in which a second action is detected, the first tag and the second tag defining at least one portion of the tagged media content, analyzing the stream of media content to determine information that needs to be redacted;
- comparing the tagged media content with the stream of media content to determine whether the at least one portion defined by the first tag and the second tag indicates the presence of the information that needs to be redacted;
- responsive to comparing, adjusting at least one of the first tag or the second tag such that a portion of the tagged media content having the adjusted at least one of the first tag or the second tag indicates the presence of the information that needs to be redacted;
- and redacting, by the at least one processor, the 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.
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:
- accessing tagged media content including a stream of media content with (i) a first tag added to the stream of media content at a first location in the stream of media content that corresponds to a first time in which a first action is detected and (ii) a second tag added to the stream of media content at a second location in the stream of media content that corresponds to a second time in which a second action is detected, the first tag and the second tag defining at least one portion of the tagged media content, analyzing the stream of media content to determine information that needs to be redacted;
- comparing the tagged media content with the stream of media content to determine whether the at least one portion defined by the first tag and the second tag indicates the presence of the information that needs to be redacted;
- responsive to comparing, adjusting at least one of the first tag or the second tag such that a portion of the tagged media content having the adjusted at least one of the first tag or the second tag indicates the presence of the information that needs to be redacted;
- and
- redacting, by the at least one processor, the 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.
Dependencies are inferred from the claim text.