公开(公告)号：US20210389924A1

公开(公告)日：2021-12-16

申请号：US16897389

申请日：2020-06-10

Applicant: AT&T Intellectual Property I, L.P.

Inventor： Shiu Chong ,  Michael Kamlet ,  Michael Petys ,  Timothy Smith ,  Andreea Cuculeanu ,  Kathleen Flynn ,  John Tadlock ,  Kenneth Williams ,  Steven Brakke ,  Michael Silva ,  Keith Gouveia

IPC: G06F3/16 ,  G10L15/22 ,  G10L15/30 ,  H04W12/02 ,  H04M3/42

Abstract: Concepts and technologies are disclosed herein for extracting and redacting sensitive information from audio. A call having audio and being associated with a customer can be received at a computing device, and the call can be routed to an agent device. During the call, the computing device can detect an impending disclosure of sensitive personal information of the customer. The computing device can generate, during the call, sensitive data that can correspond to the sensitive personal information. The sensitive data can be generated based on sensitive audio of the call. The computing device can provide modified audio to the agent device in real-time or non-real-time. The modified audio can include nonsensitive audio of the call and can omit the sensitive audio. The sensitive data can be provided to a call handling application that is in communication with the computing device and with the agent device.

公开(公告)号：US09069450B2

公开(公告)日：2015-06-30

申请号：US14196212

申请日：2014-03-04

Applicant: AT&T INTELLECTUAL PROPERTY I, L.P.

Inventor： Robert Samokar ,  Jayant Thomas ,  Stan Pisle ,  John Tadlock

IPC: G06F9/44 ,  G06F3/0484 ,  H04Q3/00

CPC classification number: G06F3/0484 ,  H04Q3/0062 ,  H04Q2213/13109 ,  H04Q2213/13175 ,  H04Q2213/13349

Abstract: A computer with a processor and a memory is used to set instructions for both a first component of a service and a second component of the service. The instructions include a flow of dialogs to present to requesters of the service to obtain information. Each instruction includes a dialog to present to the requesters of the service to obtain information. The first component of the service is provided via a first user interface over a first communication channel using a first communication mode. The second component of the service is provided via a second user interface over a second communication channel using a second communication mode. The first component of the service and the second component of the service are provided continuously in a single session in accordance with the instructions using a common rule set of the instructions.

Abstract translation: 具有处理器和存储器的计算机用于为服务的第一组件和服务的第二组件设置指令。 指令包括向服务请求者呈现以获取信息的对话流。 每个指令包括一个对话框，向服务请求者呈现以获取信息。 通过使用第一通信模式的第一通信信道上的第一用户界面来提供服务的第一组件。 使用第二通信模式通过第二通信信道经由第二用户界面来提供服务的第二组件。 服务的第一个组成部分和服务的第二个部分是根据使用指令的公共规则集的指令在单个会话中连续提供的。