Edge injected speech in call centers
AssigneeUnited Services Automobile Association (USAA)
InventorsVijay Jayapalan, Greg Yarbrough, Eric Smith
Life of this patent
Estimating the term…
Abstract
Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.
Claims20
A computer-implemented method executed by at least one processor, the method comprising:
- receiving, by the at least one processor, an input from an agent, the input being received during a call with a caller and the input directing the one or more processors to inject a recorded statement in the agent's voice into the call, the recorded statement in the agent's voice being stored in a computer-readable file;
- in response to receiving the input, obtaining, by the at least one processor and based on data associated with the input, the recorded statement in the agent's voice;
- and
- causing, by the at least one processor, a network edge device to insert the recorded statement in the agent's voice into a media stream of the call.
A computer-implemented method executed by at least one processor, the method comprising:
- receiving, by the at least one processor, an input from an agent, the input being received during a call with a caller and the input directing the one or more processors to inject a statement into the call;
- in response to receiving the input, obtaining, by the at least one processor and based on data associated with the input, a voice modulated statement, the voice modulated statement being computer generated speech of the statement modulated with the agent's voice;
- and
- causing, by the at least one processor, a network edge device to insert the voice modulated statement into a media stream of the call.
A system comprising:
- at least one processor;
- and
- a data store coupled to the at least one processor having instructions stored thereon which, when executed by the at least one processor, causes the at least one processor to perform operations comprising:
- receiving an input from an agent, the input being received during a call with a caller and the input directing the system to inject a recorded statement in the agent's voice into the call, the recorded statement in the agent's voice being stored in a computer-readable file;
- in response to receiving the input, obtaining, based on data associated with the input, the recorded statement in the agent's voice;
- and
- causing a network edge device to insert the recorded statement in the agent's voice into a media stream of the call.
A system comprising:
- at least one processor;
- and
- a data store coupled to the at least one processor having instructions stored thereon which, when executed by the at least one processor, causes the at least one processor to perform operations comprising:
- receiving an input from an agent, the input being received during a call with a caller and the input directing the one or more processors to inject a statement into the call;
- in response to receiving the input, obtaining, based on data associated with the input, a voice modulated statement, the voice modulated statement being computer generated speech of the statement modulated with the agent's voice;
- and
- causing a network edge device to insert the voice modulated statement into a media stream of the call.
Dependencies are inferred from the claim text.