US 12,470,659 B2
System and method for playing a personalized voice recording with a status update to follow-up customer on an inbound call in a contact center
Sudarshan Kannan, Pune (IN); and Sean Purdy, Knoxville, TN (US)
Assigned to NICE LTD., Ra'anana (IL)
Filed by NICE LTD., Ra'anana (IL)
Filed on Jul. 18, 2023, as Appl. No. 18/223,037.
Prior Publication US 2025/0030800 A1, Jan. 23, 2025
Int. Cl. H04M 3/51 (2006.01); G10L 13/04 (2013.01); G10L 15/18 (2013.01)
CPC H04M 3/5191 (2013.01) [G10L 13/04 (2013.01); G10L 15/1815 (2013.01); G10L 15/1822 (2013.01); H04M 3/5166 (2013.01); H04M 2201/39 (2013.01); H04M 2203/301 (2013.01)] 15 Claims
OG exemplary drawing
 
1. A computer-implemented method for playing a personalized voice recording with a status update to follow-up customer on an inbound call in a contact center comprising:
marking one or more open tickets as predicted for follow-up inbound call and predicted date and time for the follow-up call in an inbound database;
updating status of one or more open ticket marked as predicted for follow-up inbound call and predicted date and time,
wherein said updating of the status of the one or more open tickets is operated by:
(i) operating an inbound software to route customer records marked as predicted for follow-up inbound call and predicted date and time thereof to one or more agents,
wherein the customer records are routed to an agent that is one of: a. agent who has handled the customer open ticket, and b. agent of one or more agents related to the open ticket, and
(ii) receiving a status of the open ticket from an agent of the one or more agents via a computerized device of the agent and storing the status as a status update in the routed customer record of the customer records in the inbound database via a Customer Relationship Management (CRM) application that is communicating with the computerized device of the agent,
converting the updated status to a voice recording, and storing the voice recording in the inbound database,
wherein the converting of the updated status to the voice recording is operated by a Text To Speech (TTS) Application Programming Interface (API) engine having custom voice Artificial intelligence (AI) capabilities, and the voice recording includes voice of the agent, and
operating an inbound software to identify an inbound call as a follow-up inbound call of a customer received via a Voice over Internet Protocol (VOIP) network communicating with a customer's mobile device,
wherein the customer has an open ticket with the updated status and playing the voice recording with the status update thus reducing customers waiting time and agents' workload.