US 11,659,085 B1
Generative voice for automated bot handoff to customer service representative
Nolan Serrao, Plano, TX (US); Ravi Durairaj, San Antonio, TX (US); Ruthie D. Lyle, Durham, NC (US); and Sean Carl Mitchem, San Antonio, TX (US)
Assigned to United Services Automobile Association (USAA), San Antonio, TX (US)
Filed by UIPCO, LLC, San Antonio, TX (US)
Filed on Jun. 24, 2021, as Appl. No. 17/356,927.
Claims priority of provisional application 63/046,104, filed on Jun. 30, 2020.
Int. Cl. H04M 3/493 (2006.01); H04M 3/51 (2006.01); H04M 3/523 (2006.01)
CPC H04M 3/493 (2013.01) [H04M 3/5175 (2013.01); H04M 3/5183 (2013.01); H04M 3/5237 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method of applying a generative voice to an automated bot at a call center, the method comprising:
receiving an incoming call from a customer at the call center;
applying a first generative voice to the automated bot using a stored voiceprint of a first customer service representative from a plurality of stored voiceprints;
interacting with the customer, by the automated bot, using the first generative voice so as to mimic a voice of the first customer service representative; and
prior to handing off the call to a live customer service representative, applying a filter to the first generative voice used by the automated bot to dynamically change the first generative voice during the call to transition from the first generative voice to a second generative voice.
 
10. A system for applying a generative voice to an automated bot at a call center, comprising:
a computer system at a call center, the computer system including at least one processor associated with a computing device and at least one database;
the call center in communication with one or more customers through a network;
wherein the at least one processor is configured to:
receive an incoming call from a customer at the call center;
apply a first generative voice to the automated bot using a stored voiceprint of a first customer service representative from a plurality of stored voiceprints;
interact with the customer, by the automated bot, using the first generative voice so as to mimic a voice of the first customer service representative; and
prior to handing off the call to a live customer service representative, apply a filter to the first generative voice used by the automated bot to dynamically change the first generative voice during the call to transition from the first generative voice to a second generative voice.
 
19. A method of eliminating a voice discontinuity during a handoff from an automated bot to a customer service representative at a call center, the method comprising:
receiving an incoming call at the call center from a customer;
determining a first customer service representative likely to be available to assist the customer;
applying a first generative voice to an automated bot that initially interacts with the customer, wherein the first generative voice is applied using a stored voiceprint of the first customer service representative from a plurality of stored voiceprints;
interacting with the customer, by the automated bot, using the first generative voice of the first customer service representative;
determining that a live customer service representative is needed to assist the customer;
determining that the first customer service representative whose stored voiceprint was used for the first generative voice of the automated bot is not available;
applying a filter to the first generative voice used by the automated bot to dynamically change the first generative voice during the call to transition from the first generative voice to a second generative voice associated with a second customer service representative; and
handing off the call from the automated bot to the second customer service representative.