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Computer Vision Solution for Secure Remote Work Environments

An AI/ML-powered computer vision solution that secured a global business services client’s remote contact center workforce, effectively overcoming scalability challenges while providing real-time data security and compliance.

Client

A US-based technology-enabled global business services company specializing in customer engagement and business performance.

Problem Statement

The rapid shift to remote work during the COVID-19 crisis created immense data security and compliance risks for the client's large contact center workforce. They critically lacked a scalable, off-premises system capable of real-time monitoring to detect unauthorized personnel, mobile devices, or blacklisted objects, leaving sensitive operations vulnerable to data breaches.

Industry

Technology

High-Tech

Solution

Intelligent Enterprise

Modernization

Product Engineering

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Quick Summary

QBurst implemented a computer vision-enabled solution that digitized and secured the client’s remote contact center environment.

  • Real-Time Authentication: Used deep learning (TensorFlow) for secure facial recognition and anti-spoofing to verify employee identity during login and at intervals.
  • Cost-Efficient Monitoring: Implemented advanced architecture (Docker, TensorRT) that reduced GPU processing costs for image analysis by 98.75% (from $1,600 to $20 per frame).
  • Compliance Assurance: Monitored the workspace for unauthorized personnel, mobile devices, and prohibited objects, ensuring a high level of transparency and data security compliance.
     

Client

US-based technology-enabled global business services company specializing in customer engagement and business performance. 

Challenges

The core challenges involved applying intensive, large-scale video processing to remote, dispersed environments securely and affordably:

  • Massive Scalability: Processing hundreds of thousands of images for face recognition and object detection required massive computational power and efficient processing.
  • Security & Compliance: The system needed to securely monitor unauthorized individuals or blacklisted objects (mobile devices, papers) to maintain expected data security and compliance standards.
  • Cost Prohibitions: Initial image processing costs were prohibitively high, threatening the economic viability of continuous, large-scale monitoring.
    Verification Fraud: Required a robust anti-spoofing mechanism to prevent false facial verification using photos or videos.

Computer Vision-Enabled Solution

We developed an AI/ML-powered computer vision solution that provides secure, real-time remote workspace monitoring. The solution detects, tracks, and verifies human faces in real-time with the help of deep learning neural network architecture. The anti-spoofing model prevents false facial verification by using a substitute (photo, video, mask) of an authorized person’s face. The solution is powered by TensorFlow for deep learning capabilities and deployed using Docker for massive-scale computational efficiency.

The solution ensures security and efficiency through:

  • Real-Time Facial Recognition: Utilized deep learning neural networks to detect, track, and verify human faces in real-time. The anti-spoofing model prevents false facial verification.
  • Object Detection Engine: The system detects objects or devices that are not permitted in the workspace, preventing unauthorized data capture and rule violations.
  • Optimization for Scale: Implemented a comprehensive optimization strategy leveraging computationally efficient architecture, including batching, threading, and model runtimes (TensorRT, ONNX) to handle image processing on a massive scale.
  • Scalable Deployment: Established a robust deployment environment using Docker containers and Kubernetes to collaborate and scale workloads on a cluster.
     

Technical Highlights

  • Computational Efficiency: Achieved high performance using techniques like batching, threading, and scheduling operations between CPU and GPU, vital for large-scale face recognition.
  • Optimized Deployment: The deployment environment using Docker containers and Kubernetes was crucial for cost-efficiency and scaling workloads.
  • Core Technologies: Built on .NET and Angular for the application stack, leveraging AWS for cloud services and TensorFlow for all AI/ML models.
  • Verification Logic: Verification checks are performed securely during login and at consistent, regular intervals throughout the employee's shift.

Impact: Driving Performance with High Efficiency

  • Massive Cost Reduction: Advanced optimization using the Docker-container architecture resulted in a 98.75% reduction of GPU utilization cost (from $1,600 to $20 per frame) for image processing.
  • Increased Productivity: Computer vision aided monitoring reduced workspace distractions, resulting in a 45% increase in measured productivity after implementation.
  • Enhanced Risk Management: The high level of visibility and automated violation alerts enhanced compliance and reduced data security risks by an estimated 55%.
  • Flexibility and Scalability: The containerized architecture provided the ability to operate 24x7 and scale up or down based on demand with high operational flexibility.

Client

Challenges

QBurst Solution

Technical Highlights

Impact