Trustera: A Live Conversation Redaction System

Evandro Gouv\^eaAli DadgarShahab JalalvandRathi ChengalvarayanBadrinath JayakumarRyan PriceNicholas RuizJennifer McGovernSrinivas BangaloreBen Stern

Evandro Gouv\^eaAli DadgarShahab Jalalvand ...+6 Ben Stern

Mar 2023

摘要

Trustera, the first functional system that redacts personally identifiableinformation (PII) in real-time spoken conversations to remove agents' need tohear sensitive information while preserving the naturalness of livecustomer-agent conversations. As opposed to post-call redaction, audio maskingstarts as soon as the customer begins speaking to a PII entity. Thissignificantly reduces the risk of PII being intercepted or stored in insecuredata storage. Trustera's architecture consists of a pipeline of automaticspeech recognition, natural language understanding, and a live audio redactormodule. The system's goal is three-fold: redact entities that are PII, mask theaudio that goes to the agent, and at the same time capture the entity, so thatthe captured PII can be used for a payment transaction or calleridentification. Trustera is currently being used by thousands of agents tosecure customers' sensitive information.

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