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US 2016/0366277 A1Published application
Contact center recording service
AssigneeGenesys Telecommunications Laboratories, Inc.
InventorJuergen Tolksdorf
Life of this patent
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Abstract
A system and method for producing audio messages for use in a contact center. A customer may specify message content, and provide a voice specification, which may identify a preferred voice artist and other aspects of the audio message including the language, accent and tone of the message. The service may produce the recording and provide it to the customer.
Claims15
1-28. (canceled)
A system for generating customized audio messages for a customer contact center, comprising:
- a processor;
- and
- a memory, wherein the memory includes instructions that, when executed by the processor, cause the processor to:
- provide first and second audio message samples, wherein the first audio message reflects a first set of voice attributes and the second audio message reflects a second set of voice attributes;
- determine a characteristic of the customer contact center;
- recommend selection of a voice attribute from at least one of the first set of voice attributes or the second set of voice attributes;
- receive, over a wide area network, a file containing message content and a particular voice attribute selected in response to the recommendation;
- transmit a command for generating an audio recording of the message content based on the particular voice attribute;
- and
- deliver the audio recording over the wide area network, wherein the audio recording is configured to be accessed by an interactive voice response system for interacting with customers contacting the customer contact center.
7 more elements
A method for generating customized audio messages for a customer contact center, comprising:
- providing, by a processor, first and second audio message samples, wherein the first audio message reflects a first set of voice attributes and the second audio message reflects a second set of voice attributes;
- determining, by the processor, a characteristic of the customer contact center;
- recommending, by the processor, selection of a voice attribute from at least one of the first set of voice attributes or the second set of voice attributes;
- receiving, by the processor, over a wide area network, a file containing message content and a particular voice attribute selected in response to the recommendation;
- transmitting, by the processor, a command for generating an audio recording of the message content based on the particular voice attribute;
- and
- delivering, by the processor, the audio recording over the wide area network, wherein the audio recording is configured to be accessed by an interactive voice response system for interacting with customers contacting the customer contact center.
4 more elements
Dependencies are inferred from the claim text.