Video Persona Masking for Agent Anonymity
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Solution Overview
Problem
Current video conferencing technologies fail to provide anonymity for customer service personnel, risking stalking incidents and discrimination claims, while also not supporting effective interpersonal communication due to the lack of anonymity in visual identification.
Innovation Solution
A system and method that transforms live video transmissions into persona video transmissions by correlating persona data, such as human body, facial, language, and apparel attributes, to mask the identity of human agents during video conferences, allowing for the selection of personas based on user data or default settings.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If video conferencing is implemented to improve interpersonal communication, then customer relationships are improved, but customer service personnel are exposed to stalking incidents and discrimination claims
Solution Approach 1:
The patent introduces a video transformation system as an intermediary between the customer service personnel and the customer. This system transforms the live video feed of the agent into a persona video representation, allowing the agent to maintain anonymity while still enabling visual communication. The intermediary layer protects the agent's identity while preserving the interpersonal communication benefits of video conferencing.
Solution Approach 2:
The patent creates a copy or representation of the agent (the persona) that can be displayed to customers without revealing the agent's true identity. This persona copy mimics the agent's video presence and enables interpersonal communication while being a safe, anonymized representation that eliminates stalking and discrimination risks.
2Reliability
If anonymity is provided to protect customer service personnel, then safety and discrimination prevention are improved, but visual identification and interpersonal connection are reduced
Solution Approach 1:
Instead of completely hiding the agent's presence, the system creates a persona copy that preserves visual communication capabilities while removing identifying features. This copy maintains the warmth and connection of face-to-face interaction while protecting the agent's identity, thus minimizing information loss while maximizing protection.
Solution Approach 2:
The transformation system selectively modifies specific aspects of the video feed - it preserves expressive features like facial movements and gestures that are important for interpersonal communication while obscuring or transforming identifying features such as facial structure, hair, and distinctive markings. This local differentiation maintains communication quality while providing protection.
Data Source
AI summary
A system, method, and computer-usable medium are disclosed for masking the identity of a human agent by transforming a live video transmission into a persona video transmission. A request is received from a user for a videoconference with a human agent. A persona is selected and associated with a human agent. The videoconference is then conducted, using data associated with the persona to transform the live video transmission of the human agent into a persona video transmission, which is correlated to the live video transmission.