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

Patent metadata

Field	Value
Publication number	US-11228682-B2
Application number	US-201916730234-A
Country	US
Kind code	B2
Filing date	Dec 30, 2019
Priority date	Dec 30, 2019
Publication date	Jan 18, 2022
Grant date	Jan 18, 2022

Abstract

A method for incorporating an augmented voice communication into a communication routing configuration of a contact center system according to an embodiment includes selecting a vocal avatar, wherein the vocal avatar includes phonetic characteristics having first values, receiving a text communication and input user parameters from an input user, generating the augmented voice communication based on the text communication and the input user parameters, wherein the augmented voice communication includes phonetic characteristics having second values, wherein the first values of the phonetic characteristics of the vocal avatar are different from the second values of the phonetic characteristics of the augmented voice communication, and incorporating the augmented voice communication into the communication routing configuration of the contact center system.

First claim

What is claimed is:

1. A method for incorporating an augmented voice communication into a communication routing configuration of a contact center system, the method comprising:
selecting a vocal avatar from a plurality of vocal avatars, wherein the vocal avatar has a voice signature and includes phonetic characteristics having first values;
receiving a text communication and input user parameters from an input user;
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, wherein 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 comprises augmenting the first values of the phonetic characteristics of the vocal avatar with respect to a first portion of the text communication to result in a first portion of the augmented voice communication corresponding with the first portion of the text communication having the second values; and
incorporating the augmented voice communication into the communication routing configuration of the contact center system.

2. The method of claim 1 , further comprising obtaining one or more end user parameters, wherein the vocal avatar is selected in response to obtaining the one or more end user parameters.

3. The method of claim 2 , further comprising:
receiving an end user communication from an end user; and
routing the end user communication to an automated chat resource based on the one or more end user parameters, wherein the automated chat resource uses the augmented voice communication to engage in an automated chat communication session with the end user.

4. The method of claim 3 , further comprising:
monitoring the automated chat communication session between the end user and the automated chat resource; and
redirecting the automated chat communication session to a contact center resource other than the automated chat resource in response to a trigger event detected during the monitoring of the automated chat communication session.

5. The method of claim 2 , wherein the one or more end user parameters comprise profile information or demographic information corresponding to the end user.

6. The method of claim 2 , wherein the one or more end user parameters may include at least one of an end user location, an end user language, an end user disabilities, an end user ethnicity, an end user mood, an end user gender, an end user age, an end user dialect, an end user slang, an end user diction, an end user satisfaction, or an end user personality characteristic.

7. The method of claim 1 , further comprising:
playing the augmented voice communication;
determining that the augmented voice communication is not complete; and
generating a second augmented voice communication based on second input user parameters in response to determining that the augmented voice communication is not complete, wherein the second augmented voice communication includes phonetic characteristics having third values, and wherein the first values of the phonetic characteristics of the vocal avatar are different from the third values of the phonetic characteristics of the second augmented voice communication.

8. The method of claim 1 , wherein the phonetic characteristics comprise at least one of a pitch, a tone, a mood, a gesture, or a conversation style.

9. The method of claim 8 , wherein augmenting the first values of the phonetic characteristics of the vocal avatar comprises at least one of augmenting the conversation style by changing the conversation style of the first values to at least one of friendly, promotional, conversational, or storytelling; augmenting the tone by changing the tone of the first values to at least one of promotional, neutral, angry, happy, or apologetic; augmenting the pitch by changing the pitch of the first values to a lower frequency or a higher frequency; and augmenting the gesture by changing the gesture of the first values to at least one of whistling, laughing, throat-clearing, tongue clicking, coughing, groaning, or exclaiming.

10. The method of claim 1 , wherein generating the augmented voice communication further comprises utilizing the input user parameters to augment the first values of the phonetic characteristics of the vocal avatar with respect to a second portion of the text communication different from the first portion of the text communication to result in a second portion of the augmented voice communication corresponding with the second portion of the text communication including phonetic characteristics having third values being different from the first values and the second values.

11. 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, wherein 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 comprises augmenting the first values of the phonetic characteristics of the vocal avatar with respect to a first portion of the text communication to result in a first portion of the augmented voice communication corresponding with the first portion of the text communication having the second values; and
wherein the automated chat resource uses the augmented voice communication to engage in an automated chat communication session with the end user.

12. The method of claim 11 , wherein the phonetic characteristics comprise at least one of a pitch, a tone, a mood, a gesture, or a conversation style.

13. The method of claim 12 , wherein augmenting the first values of the phonetic characteristics of the vocal avatar comprises at least one of augmenting the conversation style by changing the conversation style of the first values to at least one of friendly, promotional, conversational, or storytelling; augmenting the tone by changing the tone of the first values to at least one of promotional, neutral, angry, happy, or apologetic; augmenting the pitch by changing the pitch of the first values to a lower frequency or a higher frequency; and augmen

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Vymenets Jr Leonid
• Hockeborn Alexandria L
• Guan Yong
• Kumar Praphul
• Chhaidan Jason

Classifications

• H04M2203/355

  Interactive dialogue design tools, features or methods · CPC title

• G10L13/033

  Voice editing, e.g. manipulating the voice of the synthesiser · CPC title

• G10L13/00

  Speech synthesis; Text to speech systems · CPC title

• G10L13/10

  Prosody rules derived from text; Stress or intonation · CPC title

• H04M3/5166 Primary

  in combination with interactive voice response systems or voice portals, e.g. as front-ends · CPC title