IBM’s India Research Laboratory have developed an intelligent system that can trace and mask the sensitive information in the form of audio signals on it’s own. This means customers can now dial the helplines without being worried about the sensitive data theft they need to speak out to the representatives across the phone lines. The need to develop this kind of security system was felt owing to the fact that everyday thousands of callers just speak out their sensitive information regarding credit card numbers, social security numbers, etc. to the call center employees in India. This communication takes place through regular phone lines, which if traced by a rouge third-party cyber vandal can lead to a significant havoc.
The new technology uses speech analytics and metadata to round-up and mask the sensitive data revealed by the caller. These masked speech signals, even if breached, would be heard in the form of white noise, silence or announcements stating masked patches between the conversations depending on the configuration of the system. This technology is in nascent state at present as IBM is busy conducting the inhouse pilot tests for their new product. If found efficient, this technology has a great potential to brief up the security in call centers, as the sources suggest.