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Exploiting context to detect sensitive information in call center conversations

Published: 26 October 2008 Publication History

Abstract

Protecting sensitive information while preserving the share-ability 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.

Reference

[1]
A. Purandare and T. Pedersen. Senseclusters - finding clusters that represent word senses. In Proceedings of the Nineteenth National Conference on Artificial Intelligence, pages 1030--1031, 2004.

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    cover image ACM Conferences
    CIKM '08: Proceedings of the 17th ACM conference on Information and knowledge management
    October 2008
    1562 pages
    ISBN:9781595939913
    DOI:10.1145/1458082
    Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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    New York, NY, United States

    Publication History

    Published: 26 October 2008

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    Author Tags

    1. call center analytics
    2. clustering
    3. information privacy

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    CIKM08
    CIKM08: Conference on Information and Knowledge Management
    October 26 - 30, 2008
    California, Napa Valley, USA

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