公开(公告)号：US11228682B2

公开(公告)日：2022-01-18

申请号：US16730234

申请日：2019-12-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Leonid Vymenets, Jr. ,  Alexandria L. Hockeborn ,  Yong Guan ,  Praphul Kumar ,  Jason Chhaidan

IPC: H04M3/51 ,  G10L13/00 ,  G10L13/033

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.