Audio Sanitization System for Customer Service Recordings
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Solution Overview
Problem
Customer service recordings often contain confidential personal information that is difficult to remove, making them unsuitable for training purposes without compromising customer privacy.
Innovation Solution
A system that transcribes audio files using speech recognition, identifies confidential information using regular expressions and artificial intelligence, and alters the files by removing or replacing such information with silence or alternative sound cues, while maintaining context through synthetic speech.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If customer service recordings are used for training purposes, then training data availability is improved, but customer privacy is compromised due to confidential information in the recordings
Solution Approach 1:
The system extracts and removes confidential information from audio recordings by transcribing the audio, identifying confidential patterns in the text, and then removing or redacting the corresponding portions from the transcription and audio file, thereby enabling training data usage while protecting customer privacy
Solution Approach 2:
The patent introduces an intermediary processing system that acts as a mediator between the original recordings and training data usage. This system includes components for transcription, confidential information identification, and redaction that process the recordings to create sanitized training data, preventing direct exposure of confidential information while maintaining training utility
2Object-affected harmful factors
If confidential information is removed from recordings, then customer privacy is improved, but the recordings become less useful for training purposes
Solution Approach 1:
The system applies local quality by selectively redacting only the confidential portions of the audio recordings and transcriptions while preserving the rest of the content. This allows the majority of the recording to remain useful for training purposes while specifically protecting sensitive information through targeted removal
Solution Approach 2:
The patent discards only the confidential information elements from the recordings while recovering and preserving the non-confidential portions. The process identifies specific confidential segments for removal while maintaining the overall structure and utility of the recording for training purposes
Data Source
AI summary
Methods, systems, and apparatus, including computer programs encoded on computer storage media, for sanitizing audio recordings. One of the methods includes identifying confidential information in a transcription of an audio file. The method includes altering at least a portion of the audio file to remove the identified confidential information.