Protecting privacy of a customer and an agent using face recognition in a video contact center environment

Abstract

A method, apparatus and computer program product for protecting privacy of a customer and an agent using face recognition in a video contact center environment is presented. A video call is initiated by a customer to a contact center. The customer video is muted while audio of the customer is provided to an agent of the contact center. A determination is made regarding whether a face is present in a video image of the customer. When a presence of a face is determined in the video image of the customer, then video of the customer is enabled. When a presence of a face is not present in the video image of the customer then the customer is notified so the customer can take appropriate action.

What is claimed is: 
     
       1. A computer-implemented method in which a computer system performs operations comprising:
 initiating, by a customer, a video call to a contact center; 
 muting video of said customer and providing audio of said customer to an agent of said contact center; 
 determining whether a face is present in a video image of said customer; 
 enabling video of said customer when a presence of a face is determined in said video image of said customer; and 
 notifying said customer when a presence of a face is not present in said video image of said customer; wherein said notifying said customer when a presence of a face is not present in said video image of said customer comprises providing a message on a terminal of said customer. 
 
     
     
       2. The method of  claim 1  further comprising enabling, by said customer, video of said customer, when said customer is prepared for said video of said call to be transmitted to said agent. 
     
     
       3. The method of  claim 1  further comprising receiving, by said customer, video from said agent of said contact center. 
     
     
       4. The method of  claim 1  wherein said determining whether a face is present in a video image of said customer comprises using facial recognition. 
     
     
       5. The method of  claim 1  wherein said enabling video of said customer when a presence of a face is determined in said video image of said customer is done without customer intervention. 
     
     
       6. The method of  claim 1  wherein said notifying said customer when a presence of a face is not present in said video image of said customer is done without customer intervention. 
     
     
       7. A non-transitory computer readable storage medium having computer readable code thereon for protecting privacy of a customer and an agent using face recognition in a video contact center environment, the medium including instructions in which a computer system performs operations comprising:
 initiating, by a customer, a video call to a contact center; 
 muting video of said customer and providing audio of said customer to an agent of said contact center; 
 determining whether a face is present in a video image of said customer; enabling video of said customer when a presence of a face is determined in said video image of said customer; and 
 notifying said customer when a presence of a face is not present in said video image of said customer; wherein said notifying said customer when a presence of a face is not present in said video image of said customer comprises providing a message on a terminal of said customer. 
 
     
     
       8. The computer readable storage medium of  claim 7  further comprising enabling, by said customer, video of said customer, when said customer is prepared for said video of said call to be transmitted to said agent. 
     
     
       9. The computer readable storage medium of  claim 7  further comprising receiving, by said customer, video from said agent of said contact center. 
     
     
       10. The computer readable storage medium of  claim 7  wherein said determining whether a face is present in a video image of said customer comprises using facial recognition. 
     
     
       11. The method of  claim 7  wherein said enabling video of said customer when a presence of a face is determined in said video image of said customer is done without customer intervention. 
     
     
       12. The method of  claim 7  wherein said notifying said customer when a presence of a face is not present in said video image of said customer is done without customer intervention.