Invention Grant
- Patent Title: System and method for performing screen capture-based sensitive information protection within a call center environment
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Application No.: US15803350Application Date: 2017-11-03
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Publication No.: US10902147B2Publication Date: 2021-01-26
- Inventor: Gilad Odinak , Yishay Carmiel
- Applicant: Intellisist, Inc.
- Applicant Address: US WA Seattle
- Assignee: Intellisist, Inc.
- Current Assignee: Intellisist, Inc.
- Current Assignee Address: US WA Seattle
- Main IPC: G06K9/62
- IPC: G06K9/62 ; G06F21/62 ; G06Q30/00 ; H04W12/02 ; H04M3/42 ; G06K9/00 ; G06F21/60 ; G06K9/46 ; H04M3/51

Abstract:
Portions of a customer interaction recording that include sensitive information can be identified by performing character recognition on the images in the recording. Field identifiers identified through character recognition are compared to a list of known identifiers of fields for entry of sensitive information. Based on the comparison, field identifiers identified through character recognition can be recognized as sensitive information field identifiers. Images that include the sensitive information field identifiers can be blurred in the stored recording. Further, agent behavior in relation to the screens with fields for entry of sensitive information can be analyzed for purposes such as identifying potentially malicious agent behavior, an agent being in need of assistance, or a recurring customer issue.
Public/Granted literature
Information query