Dynamic tagging of media for service sessions
US10789385B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | May 2, 2017 |
| Grant date | Sep 29, 2020 |
| Priority date | — |
| Expiry date | Nov 8, 2037 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F21/6218
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.