Trustera: A Live Conversation Redaction System
This addresses privacy and security concerns for customers and agents in live conversations, though it appears incremental as it applies existing methods like speech recognition to a new application.
The authors tackled the problem of protecting personally identifiable information (PII) in real-time spoken conversations by developing Trustera, a system that redacts PII as customers speak, reducing the risk of interception or insecure storage. The system is currently used by thousands of agents to secure sensitive information.
Trustera, the first functional system that redacts personally identifiable information (PII) in real-time spoken conversations to remove agents' need to hear sensitive information while preserving the naturalness of live customer-agent conversations. As opposed to post-call redaction, audio masking starts as soon as the customer begins speaking to a PII entity. This significantly reduces the risk of PII being intercepted or stored in insecure data storage. Trustera's architecture consists of a pipeline of automatic speech recognition, natural language understanding, and a live audio redactor module. The system's goal is three-fold: redact entities that are PII, mask the audio that goes to the agent, and at the same time capture the entity, so that the captured PII can be used for a payment transaction or caller identification. Trustera is currently being used by thousands of agents to secure customers' sensitive information.