Contact Center Speech Analytics with Dual-Security Zone Data Sanitization
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Solution Overview
Problem
Real-time monitoring and analytics in distributed contact centers face challenges due to the need for timely and secure handling of sensitive customer information, particularly in ensuring appropriate storage, processing, and dissemination while maintaining data privacy.
Innovation Solution
Implementing a dual-security zone system for contact center monitoring, where sensitive information is processed and sanitized in a lower security zone without storing non-volatile data, and critical alerts are investigated in a higher security zone with restricted access, using privacy-filtering ASR engines and post-ASR redaction to protect sensitive data, while providing real-time analytics and alerts.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If real-time monitoring and processing of contact center communications is implemented, then timely analytics and critical call alerts are provided, but security risks and compliance challenges increase due to handling of sensitive customer information
Solution Approach 1:
The system divides the contact center monitoring environment into multiple security zones (first security zone for lower sensitivity data, second security zone for highly sensitive PII/NPI/PHI/PCI). Each zone has restricted access based on user credentials, creating segmented security boundaries that allow real-time processing while controlling exposure to sensitive information.
Solution Approach 2:
The system introduces an intermediary layer (sanitized ASR transcription, tokenization, redaction) between the raw telephony data and the analytics processing. This intermediary sanitizes and protects sensitive information while still enabling real-time analytics on the non-sensitive portions, thus resolving the contradiction between real-time processing capability and security risk.
2Loss of information
If sensitive customer information is processed for analytics, then actionable insights are generated, but data privacy and compliance with legal restrictions are compromised
Solution Approach 1:
The system extracts and removes sensitive information (PII, NPI, PHI, PCI) from the telephony data before analytics processing. By taking out only the sensitive portions and retaining the non-sensitive portions for analysis, the system maintains analytics insight quality while ensuring data privacy compliance through selective extraction and removal of protected information.
Solution Approach 2:
The system changes the state of sensitive information by transforming it into sanitized forms (tokenization, redaction, masking). This parameter change allows the data to be used for analytics purposes while meeting compliance requirements, as the transformed data no longer contains personally identifiable or sensitive information in its original form.
3Adaptability or versatility
If distributed virtual contact center infrastructure is used, then scalability and flexibility are improved, but monitoring and quality control become more difficult
Solution Approach 1:
The system implements a universal monitoring framework that operates across all distributed contact center locations and security zones. The same analytics engine, security protocols, and compliance rules are applied universally across the distributed infrastructure, enabling centralized monitoring and quality control despite the decentralized nature of the contact center operations.
Data Source
AI summary
The invention relates to systems/methods that enable real-time monitoring/processing of contact center communications to provide timely, actionable analytic insights and real-time critical call alerts, while simultaneously providing best-in-class protection of sensitive customer information.