Patent ID: 11972017
Assignee: VERINT AMERICAS INC.
Field: Computer technology (Electrical engineering)
Classification: CPC G | IPC G

Claim 0:
1. An automated computer system for processing audio, video and desktop data to identify sensitive data, identify inappropriate use of sensitive data, and automatedly apply violation handling for inappropriate use of sensitive data, the system comprising:
a customer engagement center (CMS), the customer engagement center including:
at least one video recording device;
at least one audio recording device;
at least one customer service representative (CSR) desktop device;
at least one system processor, the system processor includes a smart monitoring system (SMS), a video analytics engine (VAE), a desktop analytics engine (DAE), an audio analytics engine (AAE), and a violation handling system (VHS); and
a non-transitory computer readable medium programmed with computer readable code that upon execution by the processor causes the processor to:
instruct the SMS to analyze audio data from the at least one audio recording device, video data from the at least one video recording device, and desktop data from the at least one CSR desktop device in real time to generate current state data and previous state data for each audio data, each video data, and each CSR desktop data,
instruct the VAE to analyze the current state video data to identify improper sensitive objects in the current state video data and generate video violation notices for each identified improper sensitive object in the current state video data,
instruct the AAE to analyze the current state audio data to identify improper sensitive audio data in the current state audio data and generate video violation notices for each identified improper sensitive audio data in the current state audio data,
instruct the DAE to analyze the current state desktop data to identify active screens, wherein at least one active screen is a screen known to contain sensitive data and at least one active screen is a screen unknown to contain sensitive data, for each identified screen identify improper sensitive desktop data in the current state desktop data and generate desktop violation notices for each identified improper sensitive desktop data in the current state desktop data, and
instruct the VHS to analyze audio violation notices, video violation notices, and desktop violation notices in real time to apply at least one violation action to each audio violation notice, video violation notice, and desktop violation notice.