Abstract: A computer-implemented method, including receiving a first file composed of unstructured data with a first file format; applying one or more programmatic solutions for identifying one or more duplicate text in the first file format wherein the one or more duplicate text are associated with one or more attributes contained in unstructured data of the first file; identifying duplicate text contained in the first file wherein the duplicate text is associated with at least a first attribute of the unstructured data; in response to identifying duplicate text contained in the first file format, applying a mechanism for modifying the duplicate text in the first file format to change the first attribute of the unstructured data to a second attribute of a second file format; and converting the unstructured data of the first file into a second file of structured data of the second file format composed of the second attribute.

Abstract: Various techniques described herein relate to analyzing and redacting information from customer interaction records such as call transcripts, to support transmission of the interaction records from a secured environment to various external analytics systems. Transcript texts may be received and processed by a redaction system, during which the transcript texts may be analyzed to generate conversations and convert numerical texts into numbers. One or more regular expressions defining search and replace patterns may be selected and used to redact confidential or sensitive information from the transcripts. In various implementations, the regular expressions used to redact transcripts may be determined or generated based on transcript categorization, the security characteristics of the transmission networks and/or external systems to which the redacted transcripts are to be transmitted, and/or other attributes of the transcript or the associated systems.

Abstract: Techniques for authenticated data retrieval and/or storage using masked credential data are described. In accordance with some of the techniques described herein, a method includes receiving a data retrieval request associated with accessing target data stored on a cloud storage platform; providing a credential data request associated with the data retrieval request and the cloud storage platform to a credential data management server; based on the credential data request, receiving credential data from the credential data management server; determining a field of a data retrieval script based on the credential data; and executing the data retrieval script based on the field, wherein executing the data retrieval script includes establishing an authenticated connection with the cloud storage platform and accessing the target data using the authenticated connection.

Abstract: Various techniques described herein relate to analyzing and redacting information from customer interaction records such as call transcripts, to support transmission of the interaction records from a secured environment to various external analytics systems. Transcript texts may be received and processed by a redaction system, during which the transcript texts may be analyzed to generate conversations and convert numerical texts into numbers. One or more regular expressions defining search and replace patterns may be selected and used to redact confidential or sensitive information from the transcripts. In various implementations, the regular expressions used to redact transcripts may be determined or generated based on transcript categorization, the security characteristics of the transmission networks and/or external systems to which the redacted transcripts are to be transmitted, and/or other attributes of the transcript or the associated systems.

Abstract: Techniques described herein relate to determining associations between different interactive communication sessions performed between users and an organization, over multiple different communication channels. A multi-channel analysis system may receive and compare user data from communication records captured via different communication channel systems, such as phone systems, web servers, chat systems, etc. In some examples, the multi-channel analysis system may determine confidence levels for associations between different communication sessions, based on matches between different user data fields and/or other attributes of the communication sessions. Individual communication sessions may be associated with communication initiators and/or communication results, and the multi-channel analysis system may use associations between communication sessions and confidence levels to determine and update performance metrics associated with communication initiators and/or communication results.

Abstract: Various techniques described herein relate to analyzing and redacting information from customer interaction records such as call transcripts, to support transmission of the interaction records from a secured environment to various external analytics systems. Transcript texts may be received and processed by a redaction system, during which the transcript texts may be analyzed to generate conversations and convert numerical texts into numbers. One or more regular expressions defining search and replace patterns may be selected and used to redact confidential or sensitive information from the transcripts. In various implementations, the regular expressions used to redact transcripts may be determined or generated based on transcript categorization, the security characteristics of the transmission networks and/or external systems to which the redacted transcripts are to be transmitted, and/or other attributes of the transcript or the associated systems.