METHOD AND SYSTEM FOR INTERACTIVELY SYNTHESIZING CALL CENTER RESPONSES USING MULTI-LANGUAGE TEXT-TO-SPEECH SYNTHESIZERS

摘要

A method and system for interactively synthesizing responses to a caller's queries includes using a text to speech synthesizer in a call center environment. A telephone network capable of receiving one or more telephone calls distributes calls to at least one or more call handlers. An interactive voice recognition platform having at least one database identifies an phone number associated with an incoming call and matches the phone number with the local language of the caller and provides this information in a signal to a media splitter. The call handler responds to the caller's queries by typing response information to the caller through a graphical unit interface at a workstation. A voice server receives the response information sends a signal to a text to speech synthesizer for conversion into speech. The produced speech from the text to speech synthesizer is sent back to the caller via the network and the caller is able to hear the answer to the caller's queries in the caller's local language.