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US 9,001,975 B2Granted
Contact center recording service
AssigneeGenesys Telecommunications Laboratories, Inc.
InventorJuergen Tolksdorf
Life of this patent
Estimating the term…
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.
Claims28
A system, comprising:
- a processor;
- and
- a memory, wherein the memory includes instructions that, when executed by the processor, cause the processor to:
- receive, over a wide area network, a file containing message content, and a voice specification indicative of how the message content is to be recorded into an audio file;
- check the message content for malicious data;
- in response to determining that the message content does not contain malicious data, transmit a command for generating an audio recording of the message content based on the received voice specification;
- and
- deliver the audio recording over the wide area network, wherein the audio recording is accessible to an interactive voice response system for interacting with customers contacting a customer contact center.
5 more elements
A method, comprising:
- receiving, by a processor, a file containing message content, and a voice specification indicative of how the message content is to be recorded into an audio file;
- checking, by the processor, the message content for malicious data;
- in response to determining that the message content does not contain malicious data, transmitting, by the processor, a command for generating an audio recording of the message content based on the received voice specification;
- and
- delivering, by the processor, the audio recording over the wide area network, wherein the audio recording is accessible to an interactive voice response system for interacting with customers contacting a customer contact center.
2 more elements
A method, comprising:
- receiving, by a processor, a file containing message content;
- invoking, by the processor, an expert system for recommending at least a portion of a voice specification indicative of how the message content is to be recorded into an audio file;
- transmitting, by the processor, a command for generating an audio recording of the message content based on at least the recommended portion of the voice specification;
- and
- delivering, by the processor, the audio recording over the wide area network, wherein the audio recording is accessible to an interactive voice response system for interacting with customers contacting a customer contact center.
2 more elements
Dependencies are inferred from the claim text.