IBM’s India Research Laboratory has developed an audio masking technology to protect sensitive information recorded in call centres, reports Information Week. The technology is capable of automatically detecting and masking sensitive information.

The technology is believed to benefit call centre operations as it helps monitor service quality. These audio recordings could also be used to train new staff. The technology combines speech analytics and metadata to locate and mask parts of an audio recording during play back. This helps block certain information from unauthorised users. Masking can be configured in many ways. It can be presented as silence, white noise or an announcement about the information being edited.

As customer trust is of utmost importance in any industry, this could ensure security of sensitive data. Sensitive information that may require masking includes credit card data, PIN numbers and other information passed on by the customers.

IBM is in the process of currently operating pilots of the technology in the company. IBM business units will decide on the commercialisation of the technology. X

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