Contact center recording service

• US 9,787,836 B2
• Filed: 08/29/2016
• Issued: 10/10/2017
• Est. Priority Date: 12/11/2012
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Tolksdorf, Juergen
• Primary Examiner(s): Teshale, Akelaw
• Application Number:
  US15/250,675
• Publication Number:
  US 20160366277A1
• Time in Patent Office: 407 Days
• Field of Search: 37926509, 37926501, 379 8801, 37911201, 37920714, 37920715, 379219, 37922106, 37926502, 37926504, 37926505, 37926506
• 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;

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.

2. The system of claim 1, 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.

3. The system of claim 1, wherein the particular voice attribute includes 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 message content is in a digital audio file.

5. The system of claim 4, 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.

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

7. The system of claim 1, 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.

8. 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.

9. The method of claim 8, 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.

10. The method of claim 8, wherein the particular voice attribute includes a context specification indicating whether the message is a statement, a question, or a fragment of a question.

11. The method of claim 8, wherein the message content is in a digital audio file.

12. The method of claim 11, 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.

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

14. The method of claim 8, 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.