SYSTEM AND METHOD FOR CONTEXT AWARE AUDIO ENHANCEMENT

Japanese Patent JP2022141599

A

To provide audio enhancement which improves customer's service experience.SOLUTION: A contact center provides a positive and productive customer-agent interaction to successfully resolve an issue for a call. While audio content such as music or messages on hold are commonplace, a customer-agent selects audio enhancements to be inserted into, and concurrently provides a customer and/or an agent with cues and motivations to promote successful completion of the call. Cues to announce arrival or departure of the agent, moves the customer from one location to another location to achieve a different portion of the interaction, add excitement and anticipation to an upcoming event by providing audio experience that foreshadows real events, calm frayed nerves, or other purpose, may be provided.SELECTED DRAWING: Figure 1

JP2003529292	INDUSTRIAL APPLICABILITY A method and apparatus for recording a greeting of a personal agent and performing automated playback in a communication center environment.
WO/1996/038971	COMPUTER CALLING METHOD AND SYSTEM
JP2023070404	INFORMATION PROCESSING SYSTEM

SHAMIK SHAH
VALENTINE C MATULA

JP2022036751A

September 29, 2022

March 10, 2022

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AVAYA MAN LP

H04M3/51; G10L25/63

JP2004320573A	2004-11-11
JP2005352151A	2005-12-22
JP2006171133A	2006-06-29

US20050119893A1	2005-06-02
CN111489765A	2020-08-04

Okabe
Koji Yoshizawa
Haruhiko Mimura
Hiroshi Okabe
Takashi Miyake

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