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公开(公告)号：US11568426B2
公开(公告)日：2023-01-31
申请号：US14951224
申请日：2015-11-24
Applicant: Avaya Inc.
Inventor： Reinhard Klemm , David Skiba
Abstract: Associating callers of a contact center with their social media identity may provide mutual benefits to the caller and contact center. For example, a business operating a contact center can receive information about their current and potential customers and customers can receive additional information, incentives, or other perks by allowing access to their social media profile. When a caller initially calls a contact center, they are prompted, and possibly incentivized, to check into a virtual venue. The caller may then be known, via an associated social media identity, to the contact center. The virtual venue may then receive access to comments and other posts, such as endorsements, provided by connects to the social media identity and process the call in accordance with the sentiment or utilize the social media network for post-call follow-up.
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公开(公告)号：US10785371B2
公开(公告)日：2020-09-22
申请号：US14976050
申请日：2015-12-21
Applicant: Avaya Inc.
Inventor： Tony McCormack , David Skiba , John H. Yoakum
Abstract: A method, a device and a system selects an optimal resource and/or channel. The device of a contact center receives transaction data and interaction data corresponding to a transaction between the contact center and a user device. The transaction data includes one of a current resource being utilized for the transaction or a current channel indicating a communication channel being utilized for the transaction. The interaction data corresponds to interaction information of the current resource and the user device. The device generates a current score value of the transaction based on the transaction data and the interaction data. The device determines one of a further resource or a further channel to be used for the transaction based on the current score value and a predictive model. The predictive model defines relations between score values with the resources or the channels.
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公开(公告)号：US10599765B2
公开(公告)日：2020-03-24
申请号：US13929090
申请日：2013-06-27
Applicant: Avaya Inc.
Inventor： David Skiba , George Erhart , Lee Becker , Valentine C. Matula
Abstract: A semantic translation model system is described along with various methods and mechanisms for administering the same. The semantic translation model system proposed herein creates an intermediate representation and a knowledge base in multiple languages, reducing the amount of time and expensive resources typically required for translation and automatic response to written communications. The system also removes the problem of a translation being influenced by a person's writing style and human misinterpretation and provides ongoing translation to keep the system current.
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公开(公告)号：US10124491B2
公开(公告)日：2018-11-13
申请号：US15086478
申请日：2016-03-31
Applicant: Avaya Inc.
Inventor： George Erhart , Valentine C. Matula , David Skiba
Abstract: A customer service robot may be limited to a maximum physical ability, such as speed of travel, speed of a robotic arm, etc. However, certain customers may be uncomfortable with a robot operating at the maximum capacity. Accordingly, a customer may have an attribute associated with a performance-limiting criteria. The criteria then limits the robot to operations within operational parameters associated with the performance-limiting criteria. As a benefit, a robot may be transformed to provide a better customer service experience by working quickly to address a customer service task, but within the confines of what a particular customer, or customer type, may consider comfortable or acceptable.
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公开(公告)号：US09838824B2
公开(公告)日：2017-12-05
申请号：US15296883
申请日：2016-10-18
Applicant: Avaya Inc.
Inventor： Doree Duncan Seligmann , Ajita John , Michael J. Sammon , David Skiba
CPC classification number: H04S7/303 , H04R27/00 , H04R2227/003 , H04R2227/005 , H04S3/002 , H04S3/008 , H04S7/302 , H04S7/304 , H04S7/40 , H04S2400/11 , H04S2420/03
Abstract: According to one embodiment, the grouping and arrangement of sound sources within a three-dimensional sound space can be based on attributes of the sound source. The content presented in the three-dimensional sound space can comprise social media content. According to another embodiment, the content can comprise voicemail messages and the three-dimensional sound space can be used for managing and retrieving the voicemails messages. In yet another embodiment, the content can comprise communications in a contact center between a customer or other caller and a customer support agent. According to a further embodiment, the three-dimensional sound space or an environment in which the three-dimensional sound space is implemented can provide an opportunity for the user or listener to initiate a follow-on communication with the originator of the sound source such as a social media post or other social media communication, a voice call, or other message or communication.
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Patent Agency Ranking
公开(公告)号：US20170286651A1
公开(公告)日：2017-10-05
申请号：US15086388
申请日：2016-03-31
Applicant: Avaya Inc.
Inventor： George Erhart , David Skiba , Valentine C. Matula
CPC classification number: G06F21/31 , B25J9/0003 , B25J9/1689 , B25J11/008 , B25J13/006 , B25J19/023 , G06F2221/2111
Abstract: Robotic customer service agents are provided such that, when properly authenticated, they are operable to perform a customer service task. A contact center may dispatch a robot, an accessory for a customer-owned robot, or instructions to transform an unconfigured robot, such as a generic robot, into a configured robot operable to perform the task. If the robot, such as the base or entire robot, robot at the service location, an associated user, hardware addition, and/or software addition is authentic, then the robot may be operated in an authenticated mode. If non-authenticated, then the robot may operate in a non-authenticated mode, such as one consisting of one or more tasks or features being disabled. Additionally, authentication may be temporary (e.g., time restricted) or event restricted (e.g., as long as a result stays within a given range, the robot is being observed, etc.).
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公开(公告)号：US20170280099A1
公开(公告)日：2017-09-28
申请号：US15077720
申请日：2016-03-22
Applicant: Avaya Inc.
Inventor： Ajita John , Seamus Hayes , John Rix , Adrian Ryan , Samuel Fisher , David Skiba
CPC classification number: H04N7/155 , H04L12/1831 , H04L65/1089 , H04L65/403
Abstract: Methods and systems are provided for automatically generating expanded and derivative tags associated with digital content. The methods and systems provide multi-dimensional, layered tagging with stored audio/video conference contents, creating relationships and a tag network between links and nodes in a communication system.
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公开(公告)号：US20170149972A1
公开(公告)日：2017-05-25
申请号：US14951196
申请日：2015-11-24
Applicant: Avaya Inc.
Inventor： Reinhard Klemm , David Skiba
CPC classification number: H04M3/5191 , G06Q50/01 , H04M3/5235
Abstract: Associating callers of a contact center with their social media identity may provide mutual benefits to the caller and contact center. For example, a business operating a contact center can receive information about their current and potential customers and customers can receive additional information, incentives, or other perks by allowing access to their social media profile. When a caller initially calls a contact center, they are prompted, and possibly incentivized, to provide a social media identity. The social media identity may or may not have an affinity with an organization on the social media website. If not, the caller is provided with the opportunity to establish the affinity. If the caller does establish the affinity, the call may be identified as having a positive sentiment or negative sentiment if the caller does not do so. The call, or future calls, with the caller may then be processed accordingly.
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公开(公告)号：US20170149971A1
公开(公告)日：2017-05-25
申请号：US14951030
申请日：2015-11-24
Applicant: Avaya Inc.
Inventor： Reinhard Klemm , David Skiba
CPC classification number: H04M3/5191 , G06Q50/01 , H04M3/5235
Abstract: Associating customers of a contact center with their social media presence may provide mutual benefits to the customer and contact center. For example, a business operating a contact center can receive information about their current and potential customers and customers can receive additional information, incentives, or other perks by allowing access to their social media profile. When a customer initially calls a contact center, they are provided with a code and asked to post the code on a page or other aspect of the company's social media presence. The social media identity of the customer can then be associated with the customer placing the call. The call center can then access additional information about the customer and respond accordingly.
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公开(公告)号：US20170048275A1
公开(公告)日：2017-02-16
申请号：US14823173
申请日：2015-08-11
Applicant: Avaya Inc.
Inventor： Ajita John , Seamus Hayes , John Rix , Adrian Ryan , Samuel Fisher , David Skiba
CPC classification number: G06F21/6245 , G06F21/6227 , H04L63/105 , H04L63/108 , H04L2463/101
Abstract: Media files are often tagged, such as by XML or other tagging paradigms, in order to indicate aspects of certain portions of the media file. Disclosed herein, security policy tagging is provided that supports a logically nested or hierarchical structure. Tags may be time- and/or event-altered, such as when a user who is denied access at one point in time may be granted access at a later point in time. The need to amend the security policy based upon the passage of time is reduced or eliminated as portions, or sub-portions, of a media file that may be selectively tagged with security tags may be presented or downloaded based upon the security policy. The a security policy may incorporate rules that change permissions upon the passage of time or the occurrence of an event, without requiring the modification of the presentation, the security tags of the presentation portion, or the security tag associated with a parent portion of the presentation or the presentation itself.
Abstract translation: 媒体文件通常被标记，例如通过XML或其他标记范例，以便指示媒体文件的某些部分的方面。 本文公开了提供支持逻辑嵌套或分层结构的安全策略标签。 标签可以是时间和/或事件改变的，例如当在一个时间点被拒绝访问的用户可以在稍后时间被授予访问权限时。 可以基于安全策略来呈现或下载可以基于安全策略来呈现或下载可以根据时间的流逝来修改安全策略的需要，因为可以选择性地标记有安全标签的媒体文件的部分或子部分可以被删除或消除。 安全策略可以包括在时间流逝或事件发生时改变权限的规则，而不需要修改呈现，呈现部分的安全标签或与呈现的父部分相关联的安全标签 或演示本身。
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