Contact center recording service

Patent metadata

Field	Value
Publication number	US-2016366277-A1
Application number	US-201615250675-A
Country	US
Kind code	A1
Filing date	Aug 29, 2016
Priority date	Dec 11, 2012
Publication date	Dec 15, 2016
Grant date	—

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.

First claim

1 - 28 . (canceled)

29 . A system for generating customized audio messages for a customer contact center, comprising:
a processor; and a memory, wherein the memory includes instructions that, when executed by the processor, cause the processor to:
provide first and second audio message samples, wherein the first audio message reflects a first set of voice attributes and the second audio message reflects a second set of voice attributes;
determine a characteristic of the customer contact center;
recommend selection of a voice attribute from at least one of the first set of voice attributes or the second set of voice attributes;
receive, over a wide area network, a file containing message content and a particular voice attribute selected in response to the recommendation;
transmit a command for generating an audio recording of the message content based on the particular voice attribute; and
deliver the audio recording over the wide area network, wherein the audio recording is configured to be accessed by an interactive voice response system for interacting with customers contacting the customer contact center.

30 . The system of claim 29 , wherein the particular voice attribute includes at least one of an identification of a particular voice artist, identification of a particular language, or identification of a particular accent.

31 . The system of claim 29 , wherein the particular voice attribute includes a context specification indicating whether the message is a statement, a question, or a fragment of a question.

32 . The system of claim 29 , wherein the message content is in a digital audio file.

33 . The system of claim 32 , wherein the instructions further cause the processor to determine whether the message content satisfies a particular criteria, and in response to determining that the message content satisfies the particular criteria, transmit the command for generating the audio recording.

34 . The system of claim 33 , wherein the particular criteria is that the message content is free of malicious data.

35 . The system of claim 29 , wherein the determined characteristic of the contact center is at least one of geographic location, or type of business, and type of customers interacting with the contact center.

36 . A method for generating customized audio messages for a customer contact center, comprising:
providing, by a processor, first and second audio message samples, wherein the first audio message reflects a first set of voice attributes and the second audio message reflects a second set of voice attributes; determining, by the processor, a characteristic of the customer contact center; recommending, by the processor, selection of a voice attribute from at least one of the first set of voice attributes or the second set of voice attributes; receiving, by the processor, over a wide area network, a file containing message content and a particular voice attribute selected in response to the recommendation; transmitting, by the processor, a command for generating an audio recording of the message content based on the particular voice attribute; and delivering, by the processor, the audio recording over the wide area network, wherein the audio recording is configured to be accessed by an interactive voice response system for interacting with customers contacting the customer contact center.

37 . The method of claim 36 , wherein the particular voice attribute includes at least one of an identification of a particular voice artist, identification of a particular language, or identification of a particular accent.

38 . The method of claim 36 , wherein the particular voice attribute includes a context specification indicating whether the message is a statement, a question, or a fragment of a question.

39 . The method of claim 36 , wherein the message content is in a digital audio file.

40 . The method of claim 39 , further comprising:
determining, by the processor, whether the message content satisfies a particular criteria; and in response to determining that the message content satisfies the particular criteria, transmitting the command for generating the audio recording.

41 . The method of claim 40 , wherein the particular criteria is that the message content is free of malicious data.

42 . The method of claim 36 , wherein the determined characteristic of the contact center is at least one of geographic location, type of business, or type of customers interacting with the contact center.

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Tolksdorf Juergen

Classifications

• H04M3/4936

  Speech interaction details (speech recognition per se G10L15/00) · CPC title

• H04M3/527 Primary

  Centralised call answering arrangements not requiring operator intervention · CPC title

• H04M3/5166 Primary

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

• H04M3/5307

  for recording messages comprising any combination of audio and non-audio components · CPC title

• H04M3/493

  Interactive information services, e.g. directory enquiries {; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals} · CPC title