公开(公告)号：US11388131B2

公开(公告)日：2022-07-12

申请号：US14586691

申请日：2014-12-30

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  Valentine Matula

IPC: H04L12/58 ,  G06Q30/02 ,  G06N5/04 ,  G06F15/16 ,  H04L51/52 ,  H04L43/00 ,  H04L51/046 ,  H04L67/50

Abstract: A contact center is operated by reference to response time statistics and social media analytics. A method for identifying a user population's sensitivity to response time delay comprises monitoring social network messaging activity to identify user messages associated with the user population. In some embodiments, the activity relates to at least one of an entity or a product or service associated with the entity. The user population may be selected on the basis of a socio-demographic characteristic or on the basis of observable social networking behavior and/or sentiment over a prior selection phase. The method further includes selecting a loyalty transition boundary identified by detecting a difference in aggregate sentiment between a first group of users receiving a response delayed by a first time period and a second group of users receiving a response delayed by a second time period greater than the first time period.

公开(公告)号：US11019000B2

公开(公告)日：2021-05-25

申请号：US16832735

申请日：2020-03-27

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  Parameshwaran Krishnan ,  Navjot Singh

IPC: H04L12/58

Abstract: Techniques for aiding an email recipient in the management of inbound email by detecting, and configurably responding to, dynamically variable patterns of activity and behavior are described. Characteristics are extracted from new email messages originated by senders and intended for a recipient. One or more patterns of sender activity, recipient message management behavior, and/or message response behavior, relating to treatment of messages from individual senders and/or plural senders in the aggregate, are identified. The patterns are identified by analyzing statistics collected by the extraction of characteristics from email messages previously received by the recipient. Before the recipient reads a new email, a determination is made as to whether any deviation from an identified pattern exists; and, if so, a pre-existing rule for treatment of the new message is enforced and/or a new rule specifying treatment of at least some messages from the sender of the email is proposed.

公开(公告)号：US10339504B2

公开(公告)日：2019-07-02

申请号：US14318674

申请日：2014-06-29

Applicant: Avaya Inc.

Inventor： Reinhard Klemm

IPC: G06Q10/00 ,  G06Q10/10 ,  G06F16/50 ,  G06F16/60 ,  G06Q50/00

Abstract: Systems and methods for dynamically responding to requests for information, derived from one or more data sources, relating to at least one event participant. A notification of a scheduled event is received at a server. The notification identities a plurality of individuals invited to attend or participate in an event. Data attributes relating to the event participants are retrieved from one or more data sources and stored. The data attributes can include personal attributes, professional attributes, and social interaction attributes. Before, during or after an event, requests are received and processed to provide event participants and other interested parties access to contextual information relating event participants to one another, the identities of event participants possessing one or more attributes, and lists of attributes for one or more known event participants. The requests can include images and sound recordings captured during the event.

公开(公告)号：US10135983B2

公开(公告)日：2018-11-20

申请号：US14951030

申请日：2015-11-24

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  David Skiba

IPC: H04M3/51 ,  H04M3/523 ,  G06Q50/00

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.

公开(公告)号：US10003692B2

公开(公告)日：2018-06-19

申请号：US15298914

申请日：2016-10-20

Applicant: AVAYA INC

Inventor： David Skiba ,  Reinhard Klemm ,  Patrick Tendick ,  George W. Erhart ,  Wen-Hua Ju

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04L12/58

CPC classification number: H04M3/5191 ,  H04L51/02 ,  H04M3/5141 ,  H04M3/5175 ,  H04M7/0042 ,  H04M2203/2061

Abstract: Text-based automated customer service agents provide an attractive contact center interaction for may customer-agent communications. However, the “say anything” nature of text may result in additional problems not encountered in prompted interactions. A single misunderstanding or error may cause an automated communication to fail, however, by providing micro-tasks to a human agent, an automated communication may be maintained longer with benefit of a human agent's input. A lack of progress towards completion of a work item may cause the communication to be routed to a human agent and/or a different channel (e.g., voice, email, etc.). Accordingly, a micro-task or an opt-out operation may be provided to maintain the communication with an automated agent for as long as possible but yet provide improved customer service when necessary.

公开(公告)号：US09503575B2

公开(公告)日：2016-11-22

申请号：US14318376

申请日：2014-06-27

Applicant: Avaya Inc.

Inventor： Reinhard Klemm

IPC: H04M3/42 ,  H04M3/428 ,  G06Q50/00

CPC classification number: H04M3/4285 ,  G06Q50/01 ,  H04M3/42068 ,  H04M3/4211

Abstract: Systems and methods for establishing and conducting communication sessions augmented by contextual information. A call originator initiates a request to establish a communication session. The endpoint furnishes information identifying the call originator and intended call recipient(s). The method receives the request from the call originator and retrieves contextual information relating the call originator to the intended call recipient. If no contextual information has yet been derived, the contextual information is generated from data attributes available from one or more social networking sites. In some embodiments, the method generates the contextual information according to a set of rules and, if applicable, user preferences. The method handles the call request based on at least one of a set of rules, user preferences, and scheduling input received from the intended recipient responsive to receipt of the contextual information. The contextual information is accessible to some or all participants before and during the communication session.

Abstract translation: 用于建立和进行通信会话的系统和方法由上下文信息增强。 呼叫发起者发起建立通信会话的请求。 端点提供标识呼叫发起者和预期呼叫接收者的信息。 该方法从呼叫发起者接收请求，并检索与呼叫发起者相关联的呼叫接收者的上下文信息。 如果还没有导出上下文信息，则从一个或多个社交网站可获得的数据属性生成上下文信息。 在一些实施例中，该方法根据一组规则和（如果适用的话）生成用户偏好的上下文信息。 所述方法基于从所述目的地接收者接收的响应于所述上下文信息的接收的一组规则，用户偏好和调度输入中的至少一个来处理所述呼叫请求。 在通信会话之前和期间，一些或所有参与者可访问上下文信息。

公开(公告)号：US09454760B2

公开(公告)日：2016-09-27

申请号：US14103144

申请日：2013-12-11

Applicant: Avaya, Inc.

Inventor： Reinhard Klemm ,  George Erhart ,  Lee Becker ,  David Skiba

IPC: H04M1/64 ,  G06Q30/00 ,  G06F17/28

CPC classification number: G06Q30/01 ,  G06F17/2881

Abstract: Contact centers may incorporate automated agents to respond to inquiries. The inquiries may solicit a substantive response, for example, by providing a time when the inquiry asks for the departure time for a flight. Such responses omit the normal conversational subject matter used to embellish person-to-person conversations and appear are very machine-like. Herein, a source of user context, such as a social media website, customer database, or other data, is accessed. Certain aspects of the customer may then be identified and used to embellish the reply with additional and/or alternative content. As a result, the reply may be more conversational.

Abstract translation: 联络中心可以结合自动化代理来回应查询。 查询可以征求实质性答复，例如，提供询问要求航班起飞时间的时间。 这样的答复省略了用于修饰个人对人对话的正常对话主题，并且出现非常类似机器。 这里，访问诸如社交媒体网站，客户数据库或其他数据的用户上下文来源。 然后可以识别客户的某些方面并用于用附加和/或替代内容来修饰该回复。 因此，答复可能会更多的对话。

公开(公告)号：US20140308970A1

公开(公告)日：2014-10-16

申请号：US13861485

申请日：2013-04-12

Applicant: AVAYA INC.

Inventor： Reinhard Klemm ,  Parameshwaran Krishnan ,  Doree D. Seligmann ,  Navjot Singh

IPC: H04W4/02

CPC classification number: H04W4/02 ,  H04W4/16 ,  H04W16/22

Abstract: Embodiments disclosed herein provide systems and methods for dynamically guiding a user to a target conversation area with a communication device. In a particular embodiment, a method provides receiving a call request to establish a call with a communication device and determining a location of the communication device. The method further provides determining a target conversation area for a user of the communication device to participate in the call based on the location of the communication device. The method also provides directing the user to the target conversation area.

Abstract translation: 本文公开的实施例提供了用于通过通信设备将用户动态地引导到目标会话区域的系统和方法。 在特定实施例中，一种方法提供接收呼叫请求以与通信设备建立呼叫并确定通信设备的位置。 该方法还提供基于通信设备的位置来确定通信设备的用户参与呼叫的目标会话区域。 该方法还提供将用户引导到目标对话区域。

公开(公告)号：US11526540B2

公开(公告)日：2022-12-13

申请号：US16820268

申请日：2020-03-16

Applicant: Avaya, Inc.

Inventor： Reinhard Klemm ,  Valentine C. Matula ,  David Skiba

IPC: G06F16/332 ,  G06F16/35

Abstract: At least one social media channel includes a plurality of user messages, which are accessible via a communication network. At least some of the stored messages are retrieved from the at least one social media channel via the communication network, and a collection of frequently asked questions (FAQ) is generated or updated by analyzing the retrieved messages to form a plurality of topical issue clusters. Each topical issue cluster is associated with at least one topic parameter from among a plurality of topic parameters, each topic parameter relates to at least one of use, installation or maintenance of a product or service, and each topical issue cluster includes at least one issue identified by a community of users and at least one resolution of the issue identified by the community of users. The generated or updated FAQ is uploaded to a storage location accessible to the community of users.

公开(公告)号：US20220083984A1

公开(公告)日：2022-03-17

申请号：US17536563

申请日：2021-11-29

Applicant: Avaya Inc.

Inventor： Reinhard Klemm

IPC: G06Q10/10 ,  G06F16/50 ,  G06F16/60

Abstract: Systems and methods for dynamically responding to requests for information, derived from one or more data sources, relating to at least one event participant. A notification of a scheduled event is received at a server. The notification identities a plurality of individuals invited to attend or participate in an event. Data attributes relating to the event participants are retrieved from one or more data sources and stored. The data attributes can include personal attributes, professional attributes, and social interaction attributes. Before, during or after an event, requests are received and processed to provide event participants and other interested parties access to contextual information relating event participants to one another, the identities of event participants possessing one or more attributes, and lists of attributes for one or more known event participants. The requests can include images and sound recordings captured during the event.