| 20110218798 | OBFUSCATING SENSITIVE CONTENT IN AUDIO SOURCES - Techniques implemented as systems, methods, and apparatuses, including computer program products, for obfuscating sensitive content in an audio source representative of an interaction between a contact center caller and a contact center agent. The techniques include performing, by an analysis engine of a contact center system, a context-sensitive content analysis of the audio source to identify each audio source segment that includes content determined by the analysis engine to be sensitive content based on its context; and processing, by an obfuscation engine of the contact center system, one or more identified audio source segments to generate corresponding altered audio source segments each including obfuscated sensitive content. | 09-08-2011 |
