Protecting privacy of a customer and an agent using face recognition in a video contact center environment
US9270822B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 14, 2012 |
| Grant date | Feb 23, 2016 |
| Priority date | — |
| Expiry date | Jul 7, 2034 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/6009
- WIPO fieldAudio-visual technology
- WIPO sectorElectrical engineering
Abstract
A method, apparatus and computer program product for protecting privacy of a customer and an agent using face recognition in a video contact center environment is presented. A video call is initiated by a customer to a contact center. The customer video is muted while audio of the customer is provided to an agent of the contact center. A determination is made regarding whether a face is present in a video image of the customer. When a presence of a face is determined in the video image of the customer, then video of the customer is enabled. When a presence of a face is not present in the video image of the customer then the customer is notified so the customer can take appropriate action.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.