Contact center recording service

• US 9,432,509 B2
• Filed: 03/27/2015
• Issued: 08/30/2016
• Est. Priority Date: 12/11/2012
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Tolksdorf, Juergen
• Primary Examiner(s): Teshale, Akelaw
• Application Number:
  US14/672,073
• Publication Number:
  US 20150207934A1
• Time in Patent Office: 522 Days
• Field of Search: 379/41, 379/51, 379/68, 379/71, 379/73, 379/80, 379/116, 379/373.04, 379/88.01, 379/265.03, 379/265.11, 379/265.05, 379/265.12, 379/265.13, 379/266.06, 379/265.06, 379/88.04, 379/88.17, 379/93.01, 379/142.06, 379/265.07, 379/265.14, 379/266.01, 379/266.07, 379/45, 379/88.22, 379/88.23
• US Class Current: 1/1
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: H04M 3/5307 for recording messages comprising any combination of audio and non-audio components

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.

Claims

1. 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;

recommend one or more voice attributes based on one or more characteristics of the customer contact center;

receive, over a wide area network, a file containing message content and one or more selected voice attributes from the one or more voice attributes selected in response to the recommendation;

transmit a command for generating an audio recording of the message content based on the one or more selected voice attributes; 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.

2. The system of claim 1, wherein the one or more voice attributes include one or more of an identification of a particular voice artist, identification of a particular language, identification of a particular accent, and context specification indicating whether the message is a statement, a question, or a fragment of a question.

3. The system of claim 1, wherein the one or more voice attributes include one or more of a context specification indicating whether the message is a statement, a question, or a fragment of a question.

4. The system of claim 1, 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.

5. The system of claim 4, wherein the particular criteria is that the message content is free of malicious data.

6. The system of claim 1, wherein the one or more characteristics of the contact center include at least one of geographic location, type of business, and type of customers interacting with the contact center.

7. The system of claim 1, wherein the one or more voice attributes recommended for the customer contact center include at least one of a tone for an audio message, use of multiple audio messages with a combination of voices, a voice artist identifier, a character identifier.

8. A method for generating customized audio messages for a customer contact center, comprising:

providing, by a processor, a recommendation for one or more voice attributes based on one or more characteristics of the customer contact center;

receiving, by the processor, over a wide area network, a file containing message content and one or more selected voice attributes from the one or more voice attributes selected in response to the recommendation;

transmitting, by the processor, a command for generating an audio recording of the message content based on the one or more selected voice attributes; 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.

9. The method of claim 8, wherein the one or more voice attributes include one or more of an identification of a particular voice artist, identification of a particular language, identification of a particular accent, and context specification indicating whether the message is a statement, a question, or a fragment of a question.

10. The method of claim 8, wherein the one or more voice attributes include one or more of a context specification indicating whether the message is a statement, a question, or a fragment of a question.

11. The method of claim 8, 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.

12. The method of claim 11, wherein the particular criteria is that the message content is free of malicious data.

13. The method of claim 8, wherein the one or more characteristics of the contact center include at least one of geographic location, type of business, and type of customers interacting with the contact center.

14. The system of claim 8, wherein the one or more voice attributes recommended for the customer contact center include at least one of a tone for an audio message, use of multiple audio messages with a combination of voices, a voice artist identifier, a character identifier.