Systems and methods related to entity tagging of identified personal information in contact center data

A system for extending a tagging and masking of recognized entities in a conversation transcript to cover new entity types, the system comprising:

• a processor;
• and
• a memory storing instructions which, when executed by the processor, cause the processor to perform the steps of:
• receiving a transcript from a conversation between participants that has been processed such that actual entities recognized therein have been replaced with respective entity names, each entity name being associated with an entity type, wherein the entity types include both specific entity types and generic entity types;
• receiving parameters defining a new entity type, the parameters comprising:
• a lookup trigger parameter that specifies whether a lookup trigger for triggering a lookup process comprises a keyword lookup trigger or an entity lookup trigger;
• a keyword trigger parameter that, when the lookup trigger comprises the keyword lookup trigger, specifies one or more keywords that, when detected in the conversation transcript, triggers the lookup process;
• an entity trigger parameter that, when the lookup trigger comprises the entity lookup trigger, specifies a selected one of the specific entity types, which hereinafter is referred to as a selected specific entity type, that, when detected in the conversation transcript, triggers the lookup process;
• a lookup-entity parameter that specifies selected one of the generic entity types, which is hereafter referred to as a selected generic entity type, that, is searched for in the conversation transcript in response to the triggering of the lookup process;
• one or more search parameters that specify a search range within the conversation transcript for conducting the search for the selected generic entity type in performance of the lookup process;
• an entity name parameter that specifies an entity name for the new entity type that is used to replace the selected generic entity type when detected during the lookup process;
• performing a first process in relation to the received conversation transcript in accordance with the received parameters defining the new entity type that includes:
• searching for one of the keyword lookup trigger or the entity lookup trigger and triggering a lookup process in response to a detection thereof,
• performing the triggered lookup process by searching the search range specified in the received parameters for the selected generic entity type and detecting the selected generic entity type therein;
• revising the conversation transcript so that the entity name of the detected selected generic entity type is replaced with the entity name for the new entity type;
• and
• outputting a revised version of the conversation transcript that includes the revision.