Voice filter for normalizing an agent's emotional response

An apparatus for adjusting a content of an oral presentation provided by an agent of an organization and perceived by a human target of the organization based upon an objective of the organization during a call between the agent and the human target, such apparatus comprising:

• means for selecting an objective of the organization for use during the call based upon a context of the call;
• means for retrieving a predetermined set of call content parametric values based upon the determined objective of the call;
• means for detecting a content of the oral presentation provided by the agent;
• and
• means for modifying the oral presentation provided by the agent on a word by word basis using the predetermined set of call content parametric values to avoid any improper emotional or linguistic overtones and to produce the oral presentation perceived by the human target based upon the detected content and the organizational objective wherein said agent and human target are different and said human target only hears the modified oral presentation and not the oral presentation of the agent.

An apparatus for adjusting a content of an oral presentation provided by an agent of an organization and perceived by a human target of the organization based upon an objective of the organization during a call between the agent and the human target, such apparatus comprising:

• a call processor adapted to select an organization objective based upon a context of the call;
• a predetermined set of call content parametric values that are identified by the context and selected organizational objective of the call;
• a speech processor adapted to detect a content of the oral presentation provided by the agent;
• and
• a content processor adapted to modify the oral presentation provided by the agent based upon the predetermined set of call content parametric values to produce the oral presentation perceived by the human target based upon the detected content and the organizational objective wherein said agent and human target are different and said human target only hears the modified oral presentation and not the oral presentation of the agent.