公开(公告)号：US10764439B1

公开(公告)日：2020-09-01

申请号：US16372155

申请日：2019-04-01

Applicant: Avaya Inc.

Inventor： Manish Negi ,  Rajashri Bhor ,  Saumabha Pal

IPC: H04M3/51 ,  H04L29/08 ,  H04M3/42 ,  G10L15/08 ,  G06F3/0482 ,  G06F3/0486 ,  G06F3/0481

Abstract: A co-browsing session between a customer communication endpoint and an agent terminal is established. User input is received, via at least one of the customer communication endpoint and the agent terminal, in the co-browsing session, which identifies a field that is difficult to understand. For example, the contact center agent may provide input that the customer does not understand a terms of use field. Information associated with the identified field that is difficult to understand is stored in a memory. The stored information is used to generate a report for the identified field. The report is then used to identify ways that may make the field more understandable by future customers. In one embodiment, the customer may also be able to mask one or more fields so that the contact center agent cannot view information in the field. For example, the customer may mask a social security number field.

公开(公告)号：US20210182430A1

公开(公告)日：2021-06-17

申请号：US16714376

申请日：2019-12-13

Applicant: Avaya Inc.

Inventor： Manish Negi ,  Sujata Anand Gole ,  Divakar Kumar Ray

IPC: G06F21/62 ,  G06N3/08 ,  G06F16/176

Abstract: Embodiments described herein provide systems and methods for automatically censoring sensitive data from a shared document in a collaborative document-sharing session. Methods and systems include receiving, by a processor of a computer system executing an application participating in the collaborative document-sharing session, a document to upload to the session. Methods and systems include analyzing a plurality of portions of the document. Methods and systems include based on the analysis of the plurality of portions, identifying a first one or more of the portions of the document containing sensitive information. Methods and systems include using an artificial intelligence system to identify sensitive information contained within the documents. Methods and systems include modifying a copy of the document to block the first one or more of the portions of the document containing sensitive information. Methods and systems include displaying the modified copy of the document in the collaborative document-sharing session.