A Fuzzy Approach to Mute Sensitive Information in Noisy Audio Conversations

Authors

  • Imran Sheikh TCS Research and Innovation - Tata Consultancy Services Innovation Labs Mumbai
  • Balamallikarjuna Garlapati TCS Research and Innovation - Tata Consultancy Services Innovation Labs Hyderabad
  • Srinivas Chalamala TCS Research and Innovation - Hyderabad, Tata Consultancy Services
  • Sunil Kumar Kopparapu TCS Research and Innovation - Mumbai, Tata Consultancy Services

DOI:

https://doi.org/10.13053/cys-23-3-3260

Keywords:

Fuzzy-muting, masking audio

Abstract

Audio conversation between a service seeking customer and an agent are common in a voice based call center (VbCC) and are often recorded either for audit purposes or to enable the VbCC to improve their efficiency. These audio recordings invariably containpersonal information of the customer, often spoken by the customer to confirm their identity to get personalized services from the agent. This private to a person (P2aP) information is the recordings is a serious concern from the GDPR perspective and can lead to identity the ftamong other things. In this paper, we propose a robust framework that enables us to reliably spot the P2aP information in the audio and automatically mute it. The main contribution of this paper is the proposal of a novelfuzzy criteria which by design allows for reduced false alarms and at the same time increases the accuracy of the muting process even when the speech to text conversion process is erroneous. Evaluation on real call center conversations demonstrates the reliability of the proposed approach.

Downloads

Published

2019-09-25

Issue

Vol. 23 No. 3 (2019): Thematic issue: Computational Linguistics (Guest Editor A. Gelbukh)

Section

Articles of the Thematic Issue

License 

Hereby I transfer exclusively to the Journal "Computación y 
Sistemas", published by the Computing Research Center (CIC-IPN),
the Copyright of the aforementioned paper. I also accept that these 
rights will not be transferred to any other publication, in any other 
format, language or other existing means of developing.
I certify that the paper has not been previously disclosed or simultaneo
usly submitted to any other publication, and that it does not contain 
material whose publication would violate the Copyright or other 
proprietary rights of any person, company or institution. I certify that 
I have the permission from the institution or company where I work or 
study to publish this work.
The representative author accepts the responsibility for the publication
of this paper on behalf of each and every one of the authors. 
This transfer is subject to the following conditions:
  • The authors retain all ownership rights (such as patent rights) of this work, except for the publishing rights transferred to the CIC, through this document.
  • Authors retain the right to publish the work in whole or in part in any book they are the authors or publishers. They can also make use of this work in conferences, courses, personal web pages, and so on.
  • Authors may include working as part of his thesis, for non-profit distribution only.