Ha Dao

Ha Dao, Gaurav Chawla, Raghu Banda et al.

We introduce CallCenterEN, a large-scale (91,706 conversations, corresponding to 10448 audio hours), real-world English call center transcript dataset designed to support research and development in customer support and sales AI systems. This is the largest release to-date of open source call center transcript data of this kind. The dataset includes inbound and outbound calls between agents and customers, with accents from India, the Philippines and the United States. The dataset includes high-quality, PII-redacted human-readable transcriptions. All personally identifiable information (PII) has been rigorously removed to ensure compliance with global data protection laws. The audio is not included in the public release due to biometric privacy concerns. Given the scarcity of publicly available real-world call center datasets, CallCenterEN fills a critical gap in the landscape of available ASR corpora, and is released under a CC BY-NC 4.0 license for non-commercial research use.

Ha Dao, Kensuke Fukuda

Various in-browser privacy protection techniques have been designed to protect end-users from third-party tracking. In an arms race against these counter-measures, the tracking providers developed a new technique called CNAME cloaking based tracking to avoid issues with browsers that block third-party cookies and requests. To detect this tracking technique, browser extensions require on-demand DNS lookup APIs. This feature is however only supported by the Firefox browser. In this paper, we propose a supervised machine learning-based method to detect CNAME cloaking-based tracking without the on-demand DNS lookup. Our goal is to detect both sites and requests linked to CNAME cloaking-related tracking. We crawl a list of target sites and store all HTTP/HTTPS requests with their attributes. Then we label all instances automatically by looking up CNAME record of subdomain, and applying wildcard matching based on well-known tracking filter lists. After extracting features, we build a supervised classification model to distinguish site and request related to CNAME cloaking-based tracking. Our evaluation shows that the proposed approach outperforms well-known tracking filter lists: F1 scores of 0.790 for sites and 0.885 for requests. By analyzing the feature permutation importance, we demonstrate that the number of scripts and the proportion of XMLHttpRequests are discriminative for detecting sites, and the length of URL request is helpful in detecting requests. Finally, we analyze concept drift by using the 2018 dataset to train a model and obtain a reasonable performance on the 2020 dataset for detecting both sites and requests using CNAME cloaking-based tracking.