Dynamic Media Tagging for Service Session Redaction
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Solution Overview
Problem
Existing systems for managing service session media content struggle with reliable and efficient identification and redaction of sensitive information, often requiring manual processes prone to errors and consuming excessive resources.
Innovation Solution
Implementing a method to dynamically tag media content during service sessions based on user interface actions, allowing for real-time redaction of sensitive information by adding metadata tags and replacing sensitive portions with static, music, or silence, thereby enabling automatic and secure storage and distribution of redacted content.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If manual processes are used to identify and redact sensitive information from media content, then operator control and flexibility are maintained, but operator errors increase and productivity decreases
Solution Approach 1:
The system automatically identifies sensitive information in media content by monitoring user interface actions and self-redacts the content by replacing identified portions with redaction indicators, eliminating the need for manual review and redaction while maintaining high accuracy through automated detection of PII and other sensitive data
Solution Approach 2:
The patent replaces manual mechanical processes of reviewing and redacting media content with an automated computer-based system that uses software to detect sensitive information through UI action monitoring and automatically performs redaction, substituting human operators with an automated digital system that processes content faster and more reliably
2Loss of time
If manual redaction processes are used, then detailed control over redaction decisions is possible, but resource consumption increases and time requirements extend
Solution Approach 1:
The system performs preliminary tagging of sensitive information during the service session itself by monitoring UI actions in real-time, marking content with metadata tags as it is generated or immediately after, so that redaction can be efficiently performed later without requiring intensive real-time processing resources
Solution Approach 2:
The patent introduces metadata tags as an intermediary layer between the original media content and the final redacted output, allowing the system to identify and mark sensitive information without immediately processing the full redaction, thereby separating the detection phase from the redaction phase and reducing peak resource consumption
3Adaptability or versatility
If unredacted media content is distributed broadly, then accessibility and utility are improved, but security risks increase from exposure of sensitive information
Solution Approach 1:
The system extracts sensitive information from the media content by identifying it through UI action monitoring and separating it via redaction, removing the harmful elements (PII and sensitive data) from the distributable content while preserving the rest of the media for broad distribution and various uses
Solution Approach 2:
The patent applies different quality treatments to different portions of the media content: sensitive information portions are redacted with indicators while non-sensitive portions remain unchanged, creating a content object with spatially varying properties where only specific localized regions are modified to protect sensitive data
Data Source
AI summary
Techniques are described for real time monitoring and tagging of media content generated during a service session between an individual and a service representative (SR). Media content received during a service session may be dynamically tagged with one or more metadata tags during the service session, the tag(s) indicating portion(s) of the media content that potentially include sensitive information. Tagging may be based on a SR's gestures, clicks, keystrokes, mouse-overs, and/or other actions performed in a SR user interface (UI) during the service session. The media content may be redacted based on the tags to remove and/or obfuscate potentially sensitive information.