Dynamic tagging of media for service sessions

Inventors: Vijay Jayapalan (San Antonio, TX); Gregory Yarbrough (San Antonio, TX); Eric J. Smith (Helotes, TX)

Assignee: United Services Automobile Association (USAA)

G06F21/6245 G06F16/27 G06F16/48 G06F16/487 G06F16/489 G06F16/5866 G06K19/00 G06F16/23 G06F21/62 G06F21/6218

View Patent ↗

Loading inventors, assignments & file history…

Monitor This Case

Get email alerts when status or documents change.

Order Certified Copies

Most orders are placed with the USPTO same day — all within 24 business hours.

Order via The Patent Place →

Pre-filled with this patent's details

Quick Facts

Patent No.: US 12664306
App. No.: 18/987,196
Granted: Jun 23, 2026
Kind: B1

External Links

USPTO Patent Center↗ Full Patent PDF↗

Abstract

Techniques are described for real time monitoring and tagging of media content generated during a service session between an individual and a service representative (SR). Media content received during a service session may be dynamically tagged with one or more metadata tags during the service session, the tag(s) indicating portion(s) of the media content that potentially include sensitive information. Tagging may be based on a SR's gestures, clicks, keystrokes, mouse-overs, and/or other actions performed in a SR user interface (UI) during the service session. The media content may be redacted based on the tags to remove and/or obfuscate potentially sensitive information.

Claims (43)

1 . A computer-implemented method performed by at least one processor, the method comprising:

accessing tagged media content including a stream of media content with (i) a first tag added to the stream of media content at a first location in the stream of media content that corresponds to a first time in which a first action is detected and (ii) a second tag added to the stream of media content at a second location in the stream of media content that corresponds to a second time in which a second action is detected, the first tag and the second tag defining at least one portion of the tagged media content, analyzing the stream of media content to determine information that needs to be redacted;

comparing the tagged media content with the stream of media content to determine whether the at least one portion defined by the first tag and the second tag indicates the presence of the information that needs to be redacted;

responsive to comparing, adjusting at least one of the first tag or the second tag such that a portion of the tagged media content having the adjusted at least one of the first tag or the second tag indicates the presence of the information that needs to be redacted; and

redacting, by the at least one processor, the portion of the tagged media content having the adjusted at least one of the first tag or the second tag to generate redacted media content.

2 . The method of claim 1 , wherein the media content is audio content and the first tag and the second tag are audio tags.

3 . The method of claim 2 , wherein:

redacting the at least one portion of the tagged media content includes replacing the at least one portion with one or more of static, music, a tone, white noise, and silence.

4 . The method of claim 1 , wherein the media content is video content and the first tag and the second tag are video frames.

5 . The method of claim 4 , wherein:

redacting the at least one portion of the media content including replacing the at least one portion with one or more frames that are blank or monochromatic.

6 . The method of claim 1 , wherein redacting the at least one portion of the tagged media content includes replacing the at least one portion of the tagged media content with other content that indicates a redaction has occurred.

7 . The method of claim 6 , wherein the stream of media content is generated during a communication session including communications between a first user and a second user;

the media content is generated by the communications of the second user; and

at least one of the first action or the second action is performed by the first user.

8 . The method of claim 7 , wherein the at least one portion of the media content includes personally identifiable information (PII) for the second user.

9 . A system, comprising:

at least one processor; and

a memory communicatively coupled to the at least one processor, the memory storing instructions which, when executed by the at least one processor, cause the at least one processor to perform operations comprising:

and redacting, by the at least one processor, the portion of the tagged media content having the adjusted at least one of the first tag or the second tag to generate redacted media content.

10 . The system of claim 9 , wherein the media content is audio content and the first tag and the second tag are audio tags.

11 . The system of claim 10 , wherein redacting the at least one portion of the media content includes replacing the at least one portion with one or more of static, music, a tone, white noise, and silence.

12 . The system of claim 9 , wherein the media content is video content and the first tag and the second tag are video frames.

13 . The system of claim 12 , wherein redacting the at least one portion of the media content including replacing the at least one portion with one or more frames that are blank or monochromatic.

14 . The system of claim 9 , wherein the media content includes audio content or video content generated during a real-time chat session between a first user and a second user.

15 . The system of claim 9 , wherein:

the stream of media content is generated during a communication session including communications between a first user and a second user;

the media content is generated by the communications of the second user; and

at least one of the first action or the second action is performed by the first user.

16 . The system of claim 15 , wherein the at least one portion of the media content includes personally identifiable information (PII) for the second user.

17 . One or more non-transitory computer-readable media storing instructions which, when executed by at least one processor, cause the at least one processor to perform operations comprising:

redacting, by the at least one processor, the portion of the tagged media content having the adjusted at least one of the first tag or the second tag to generate redacted media content.

18 . The one or more non-transitory computer-readable media of claim 17 , wherein the media content is audio content, and

wherein redacting the at least one portion of the media content includes replacing the at least one portion with one or more of static, music, a tone, white noise, and silence.

19 . The one or more non-transitory computer-readable media of claim 17 , wherein the media content is video content, and

wherein redacting the at least one portion of the media content including replacing the at least one portion with one or more frames that are blank or monochromatic.

20 . The one or more non-transitory computer-readable media of claim 17 , wherein the media content includes a text transcription of audio content or video content corresponding to a communication session.