Technologies for incorporating an augmented voice communication into a communication routing configuration

A method for incorporating an augmented voice communication into a communication routing configuration of a contact center system, the method comprising:

• receiving an end user communication from an end user;
• obtaining one or more end user parameters;
• routing the end user communication to an automated chat resource based on the one or more end user parameters;
• selecting a vocal avatar from a plurality of vocal avatars by the automated chat resource, wherein the vocal avatar has a voice signature and includes phonetic characteristics having first values;
• receiving a text communication and input user parameters from the automated chat resource;
• and
• generating the augmented voice communication in response to converting the text communication to a voice communication sounding similar to the vocal avatar and utilizing the input user parameters to augment the first values of the phonetic characteristics of the vocal avatar resulting in the augmented voice communication including phonetic characteristics having second values being different from the first values of the phonetic characteristics of the vocal avatar;
• and
• wherein the automated chat resource uses the augmented voice communication to engage in an automated chat communication session with the end user.

A system for incorporating an augmented voice communication into a communication routing configuration of a contact center system, the system comprising:

• at least one processor;
• and
• at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to:
• select a vocal avatar from a plurality of vocal avatars, wherein the vocal avatar has a voice signature and includes phonetic characteristics having first values;
• receive a text communication and input user parameters from an input user;
• generate the augmented voice communication in response to converting the text communication to a voice communication sounding similar to the vocal avatar and utilizing the input user parameters to augment the first values of the phonetic characteristics of the vocal avatar resulting in the augmented voice communication including phonetic characteristics having second values being different from the first values of the phonetic characteristics of the vocal avatar;
• and
• incorporate the augmented voice communication into the communication routing configuration of the contact center system.