SYSTEMS AND METHODS RELATED TO ENTITY TAGGING OF IDENTIFIED PERSONAL INFORMATION IN CONTACT CENTER DATA

1 . A method of extending a tagging and masking of recognized entities in a conversation transcript to cover new entity types, the method comprising the steps of:

receiving a transcript from a conversation between participants that has been processed such that actual entities recognized therein have been replaced with respective entity names, each entity name being associated with an entity type, wherein the entity types include both specific entity types and generic entity types;

receiving parameters defining a new entity type, the parameters comprising:

a lookup trigger parameter that specifies whether a lookup trigger for triggering a lookup process comprises a keyword lookup trigger or an entity lookup trigger;

a keyword trigger parameter that, when the lookup trigger comprises the keyword lookup trigger, specifies one or more keywords that, when detected in the conversation transcript, triggers the lookup process;

an entity trigger parameter that, when the lookup trigger comprises the entity lookup trigger, specifies a selected one of the specific entity types, which hereinafter is referred to as a selected specific entity type, that, when detected in the conversation transcript, triggers the lookup process;

a lookup-entity parameter that specifies selected one of the generic entity types, which is hereafter referred to as a selected generic entity type, that, is searched for in the conversation transcript in response to the triggering of the lookup process;

one or more search parameters that specify a search range within the conversation transcript for conducting the search for the selected generic entity type in performance of the lookup process;

an entity name parameter that specifies an entity name for the new entity type that is used to replace the selected generic entity type when detected during the lookup process;

performing a first process in relation to the received conversation transcript in accordance with the received parameters defining the new entity type that includes:

searching for one of the keyword lookup trigger or the entity lookup trigger and triggering a lookup process in response to a detection thereof;

performing the triggered lookup process by searching the search range specified in the received parameters for the selected generic entity type and detecting the selected generic entity type therein;

revising the conversation transcript so that the entity name of the detected selected generic entity type is replaced with the entity name for the new entity type; and

outputting a revised version of the conversation transcript that includes the revision.

2 . The method of claim 1 , wherein the conversation script comprises text derived from a conversation between an agent in a contact center and a customer; and

wherein the new entity type comprises Personal Identifiable Information.

3 . The method of claim 2 , wherein the one or more search parameters comprise a participant parameter that specifies one or more of the participants of the conversation transcript for limiting the triggering of the lookup process to only instances when the detected lookup trigger is found in a turn associated with the specified one or more participants.

4 . The method of claim 2 , wherein the one or more search parameters comprise a number of turns parameter that specifies a number of turns that the search is limited to in the lookup, with the number of turns being measured consecutively from the turn in which the lookup trigger is detected.

5 . The method of claim 4 , wherein the one or more search parameters comprises a forward/backward search parameter that specifies whether the number of turns of the number of turns parameter is measured forward, backward, or both forward and backward in the conversation transcript relative to the turn in which the lookup trigger is detected.

6 . The method of claim 2 , wherein the received parameters further comprises a number of lookup-entity parameter that specifies a number of times that the selected generic entity type must repeat sequentially before the lookup entity is deemed to be detected when performing the lookup process.

7 . The method of claim 2 , wherein the one or more search parameters comprise:

a participant parameter that specifies one or more of the participants of the conversation transcript for limiting the triggering of the lookup process to only instances when the detected lookup trigger is found in a turn associated with the specified one or more participants;

a number of turns parameter that specifies a number of turns that the search is limited to in the lookup, with the number of turns being measured consecutively from the turn in which the lookup trigger is detected; and

a forward/backward search parameter that specifies whether the number of turns of the number of turns parameter is measured forward, backward, or both forward and backward in the conversation transcript relative to the turn in which the lookup trigger is detected.

8 . The method of claim 7 , wherein the received parameters further comprises a number of lookup-entity parameter that specifies a number of times that the selected generic entity type must repeat sequentially before the lookup entity is deemed to be detected when performing the lookup process.

9 . The method of claim 2 , wherein the received parameters comprise input received from a user; and

wherein the output of the revised version of the conversation transcript is transmitted to a downstream process that requires specific labeling of types of Personal Identifiable Information for limiting access thereto.

10 . The method of claim 2 , wherein the received conversation transcript comprises a conversation transcript that was processed by a machine learning model trained for Named Entity Recognition.

11 . A system for extending a tagging and masking of recognized entities in a conversation transcript to cover new entity types, the system comprising:

a processor; and

a memory storing instructions which, when executed by the processor, cause the processor to perform the steps of:

receiving a transcript from a conversation between participants that has been processed such that actual entities recognized therein have been replaced with respective entity names, each entity name being associated with an entity type, wherein the entity types include both specific entity types and generic entity types;

receiving parameters defining a new entity type, the parameters comprising:

a lookup trigger parameter that specifies whether a lookup trigger for triggering a lookup process comprises a keyword lookup trigger or an entity lookup trigger;

a keyword trigger parameter that, when the lookup trigger comprises the keyword lookup trigger, specifies one or more keywords that, when detected in the conversation transcript, triggers the lookup process;

an entity trigger parameter that, when the lookup trigger comprises the entity lookup trigger, specifies a selected one of the specific entity types, which hereinafter is referred to as a selected specific entity type, that, when detected in the conversation transcript, triggers the lookup process;

a lookup-entity parameter that specifies selected one of the generic entity types, which is hereafter referred to as a selected generic entity type, that, is searched for in the conversation transcript in response to the triggering of the lookup process;

one or more search parameters that specify a search range within the conversation transcript for conducting the search for the selected generic entity type in performance of the lookup process;

an entity name parameter that specifies an entity name for the new entity type that is used to replace the selected generic entity type when detected during the lookup process;

performing a first process in relation to the received conversation transcript in accordance with the received parameters defining the new entity type that includes:

searching for one of the keyword lookup trigger or the entity lookup trigger and triggering a lookup process in response to a detection thereof,

performing the triggered lookup process by searching the search range specified in the received parameters for the selected generic entity type and detecting the selected generic entity type therein;

revising the conversation transcript so that the entity name of the detected selected generic entity type is replaced with the entity name for the new entity type; and

outputting a revised version of the conversation transcript that includes the revision.

12 . The system of claim 11 , wherein the conversation script comprises text derived from a conversation between an agent in a contact center and a customer; and

wherein the new entity type comprises Personal Identifiable Information.

13 . The system of claim 12 , wherein the one or more search parameters comprise a participant parameter that specifies one or more of the participants of the conversation transcript for limiting the triggering of the lookup process to only instances when the detected lookup trigger is found in a turn associated with the specified one or more participants.

14 . The system of claim 12 , wherein the one or more search parameters comprise a number of turns parameter that specifies a number of turns that the search is limited to in the lookup, with the number of turns being measured consecutively from the turn in which the lookup trigger is detected.

15 . The system of claim 14 , wherein the one or more search parameters comprises a forward/backward search parameter that specifies whether the number of turns of the number of turns parameter is measured forward, backward, or both forward and backward in the conversation transcript relative to the turn in which the lookup trigger is detected.

16 . The system of claim 12 , wherein the received parameters further comprises a number of lookup-entity parameter that specifies a number of times that the selected generic entity type must repeat sequentially before the lookup entity is deemed to be detected when performing the lookup process.

17 . The system of claim 12 , wherein the one or more search parameters comprise:

a participant parameter that specifies one or more of the participants of the conversation transcript for limiting the triggering of the lookup process to only instances when the detected lookup trigger is found in a turn associated with the specified one or more participants;

a number of turns parameter that specifies a number of turns that the search is limited to in the lookup, with the number of turns being measured consecutively from the turn in which the lookup trigger is detected; and

a forward/backward search parameter that specifies whether the number of turns of the number of turns parameter is measured forward, backward, or both forward and backward in the conversation transcript relative to the turn in which the lookup trigger is detected.

18 . The system of claim 17 , wherein the received parameters further comprises a number of lookup-entity parameter that specifies a number of times that the selected generic entity type must repeat sequentially before the lookup entity is deemed to be detected when performing the lookup process.

19 . The system of claim 12 , wherein the received parameters comprise input received from a user; and

wherein the output of the revised version of the conversation transcript is transmitted to a downstream process that requires specific labeling of types of Personal Identifiable Information for limiting access thereto.

20 . The system of claim 12 , wherein the received conversation transcript comprises a conversation transcript that was processed by a machine learning model trained for Named Entity Recognition.