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CIKM
2008
Springer

Exploiting context to detect sensitive information in call center conversations

11 years 6 days ago
Exploiting context to detect sensitive information in call center conversations
Protecting sensitive information while preserving the shareability and usability of data is becoming increasingly important. In call-centers a lot of customer related sensitive information is stored in audio recordings. In this work, we address the problem of protecting sensitive information in audio recordings and speech transcripts. We present a semi-supervised method to model sensitive information as a directed graph. Effectiveness of this approach is demonstrated by applying it to the problem of detecting and locating credit card transaction in real life conversations between agents and customers in a call center. Categories and Subject Descriptors H.2.8 [Database Applications]: Data Mining ; H.4.0 [Information Systems Applications]: General General Terms Algorithms, Experimentation Keywords Call Center Analytics, Clustering, Information Privacy
Tanveer A. Faruquie, Sumit Negi, Anup Chalamalla,
Added 12 Oct 2010
Updated 12 Oct 2010
Type Conference
Year 2008
Where CIKM
Authors Tanveer A. Faruquie, Sumit Negi, Anup Chalamalla, L. Venkata Subramaniam
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