-
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.
-
公开(公告)号：US20150134325A1
公开(公告)日：2015-05-14
申请号：US14080618
申请日：2013-11-14
Applicant: Avaya Inc.
Inventor： David Skiba , George Erhart , Lee Becker , Valentine C Matula
IPC: G06F17/27
CPC classification number: G06F17/2785 , H04M3/42382 , H04M3/5233 , H04M2203/408
Abstract: Contact centers may benefit from routing messages to agents who have similar, or complementary, attributes as the customer of the message. In a text message, certain message attributes provide artifacts that may be common to one particular customer attribute. Messages containing that particular message attribute provide a derived customer attribute and the message routed accordingly. In addition, agents responding to a customer may be provided with guidance to ensure their response is appropriate for the derived customer attribute of the customer.
Abstract translation: 联系中心可能会将消息路由到与消息的客户具有相似或互补属性的代理。 在文本消息中，某些消息属性提供对于特定客户属性可能是共同的工件。 包含该特定消息属性的消息提供派生的客户属性，并且相应地路由消息。 此外，响应客户的代理可以被提供指导，以确保其响应适合于客户的派生客户属性。
-
公开(公告)号：US20150006143A1
公开(公告)日：2015-01-01
申请号：US13929090
申请日：2013-06-27
Applicant: Avaya Inc.
Inventor： David Skiba , George Erhart , Lee Becker , Valentine C. Matula
IPC: G06F17/28
CPC classification number: G06F17/271 , G06F17/275 , G06F17/2785 , G06F17/289
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.
Abstract translation: 描述语义翻译模型系统以及用于管理它的各种方法和机制。 本文提出的语义翻译模型系统以多种语言创建了中间表示和知识库，减少了翻译所需的时间和昂贵的资源以及对书面通信的自动响应。 该系统还消除了翻译受到人的写作风格和人类误解的影响的问题，并提供正在进行的翻译以保持系统的最新状态。
-
公开(公告)号：US09715492B2
公开(公告)日：2017-07-25
申请号：US14024334
申请日：2013-09-11
Applicant: Avaya, Inc.
Inventor： David Skiba , George Erhart , Lee Becker , Valentine C Matula
CPC classification number: G06F17/2785 , G05B13/048 , G06F17/10 , G06F17/27 , H04N21/251
Abstract: The sentiment of a message may not be obtainable from the message itself. However, many messages have an associated context that provides information useful in determining the sentiment of a message. Messages may include links to other resources, such as graphics or videos, which in turn include titles, comments, viewer ratings or other attributes that may provide a sentiment of the message.
-
5.发明授权Natural language processing (NLP) and natural language generation (NLG) based on user context for enhanced contact center communication 有权基于用户环境的自然语言处理（NLP）和自然语言生成（NLG），用于增强联络中心通信公开(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
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。
-
Patent Agency Ranking
公开(公告)号：US09432325B2
公开(公告)日：2016-08-30
申请号：US14020674
申请日：2013-09-06
Applicant: Avaya Inc.
Inventor： David Skiba , George W. Erhart , Lee Becker , Valentine C. Matula
CPC classification number: H04M3/5175 , A47L13/20 , G06F17/27 , G06F17/28 , G06Q50/01 , G10L15/18 , G10L15/1822 , H04L51/046 , H04L51/32 , H04M2201/18 , H04M2203/357 , H04M2203/551
Abstract: A contact center system can receive messages from social media sites or centers. The system can review long messages by identifying content in the long message with negative sentiment. The content with negative sentiment is further analyzed to determine whether the identified content is actionable. If the identified content is actionable, the communication system can automatically routed the long message to an agent for response.
Abstract translation: 联络中心系统可以接收来自社交媒体网站或中心的消息。 系统可以通过在长消息中识别内容以负面情绪来查看长消息。 进一步分析具有消极情绪的内容，以确定所识别的内容是否可操作。 如果所识别的内容是可操作的，则通信系统可以将长消息自动路由到代理以作出响应。
-
公开(公告)号：US20150139415A1
公开(公告)日：2015-05-21
申请号：US14084501
申请日：2013-11-19
Applicant: Avaya Inc.
Inventor： David Skiba , George Erhart , Lee Becker , Valentine C. Matula
IPC: H04M3/51
CPC classification number: H04M3/5133 , H04M3/42382 , H04M2203/551
Abstract: A dialog aggregator provided by a contact center communication system for text-based interaction chains is described along with various methods and mechanisms for administering the same. The dialog aggregator produces a summary, in real-time, of questions posed and existing answers in the interaction chain while identifying outstanding questions that have not been answered for display to an agent. The display includes any current answer the agent is working on as well as completed items and additionally executes rules based on the status of the remaining questions. The display in canonical form of the summary and outstanding question set enables a contact center agent or other observer of the interaction to quickly and efficiently assess the interaction history.
Abstract translation: 描述了由用于基于文本的交互链的联络中心通信系统提供的对话聚合器以及用于管理该对话聚合的各种方法和机制。 对话聚合器实时提供交互链中提出的问题和现有答案，同时确定尚未回答的代理人的问题。 显示器包括代理正在处理的当前答案以及完成的项目，并且还基于剩余问题的状态执行规则。 总结和未决问题集的规范形式的显示使联络中心代理或其他观察者能够快速有效地评估交互历史。
-
公开(公告)号：US09020135B2
公开(公告)日：2015-04-28
申请号：US14023018
申请日：2013-09-10
Applicant: Avaya Inc.
Inventor： David Skiba , George W. Erhart , Lee Becker , Valentine C. Matula
CPC classification number: H04M3/5175 , A47L13/20 , G06F17/27 , G06F17/28 , G06Q50/01 , G10L15/18 , G10L15/1822 , H04L51/046 , H04L51/32 , H04M2201/18 , H04M2203/357 , H04M2203/551
Abstract: A contact center system can receive messages from consumers. The system can then interact with the consumer or customer using a dialog. Before conducting the session with the consumer, past interactions using the dialog are reviewed to determine words, phrases, and other information that caused the dialog to be successful. The information is stored as norms. Upon beginning a new interaction with the dialog, the norms and the past successful dialogs are retrieved and compared to the active dialog while the interaction is on-going. The comparison is then used to ensure that the present active dialog will lead to a successful outcome or to resolve any issued if the outcome is not likely to be successful.
Abstract translation: 联络中心系统可以接收消费者的消息。 然后，系统可以使用对话框与消费者或客户进行交互。 在与消费者进行会议之前，将审查使用对话框的过去交互，以确定导致对话框成功的单词，短语和其他信息。 信息存储为规范。 在与对话框开始新的交互之后，将会检索规范和过去成功的对话框，并将其与活动对话框进行比较，同时进行交互。 然后使用比较来确保当前的活动对话将导致成功的结果，或者如果结果不太可能成功，则解决任何已发布的对话。
-
公开(公告)号：US20150073775A1
公开(公告)日：2015-03-12
申请号：US14024334
申请日：2013-09-11
Applicant: Avaya, Inc.
Inventor： David Skiba , George Erhart , Lee Becker , Valentine C. Matula
IPC: G06F17/27
CPC classification number: G06F17/2785 , G05B13/048 , G06F17/10 , G06F17/27 , H04N21/251
Abstract: The sentiment of a message may not be obtainable from the message itself. However, many messages have an associated context that provides information useful in determining the sentiment of a message. Messages may include links to other resources, such as graphics or videos, which in turn include titles, comments, viewer ratings or other attributes that may provide a sentiment of the message.
Abstract translation: 消息本身可能无法获取消息的情绪。 然而，许多消息具有相关联的上下文，其提供用于确定消息的情绪的信息。 消息可以包括指向其他资源的链接，诸如图形或视频，其又包括标题，评论，观看者评级或可能提供消息的情绪的其他属性。
-
公开(公告)号：US20140304343A1
公开(公告)日：2014-10-09
申请号：US14047812
申请日：2013-10-07
Applicant: Avaya Inc.
Inventor： David Skiba , George W. Erhart , Lee Becker
IPC: H04L12/58
CPC classification number: H04M3/5175 , A47L13/20 , G06F17/27 , G06F17/28 , G06Q50/01 , G10L15/18 , G10L15/1822 , H04L51/046 , H04L51/32 , H04M2201/18 , H04M2203/357 , H04M2203/551
Abstract: A contact center system can receive messages from social media sites or centers. The messages may include derogatory or nefarious content. The system can review messages to identify the message as nefarious and identify the poster as a social media provocateur. The system may then automatically respond to the nefarious content. Further, the system may prevent future nefarious conduct by the identified social media provocateur by executing one or more automated procedures.
Abstract translation: 联络中心系统可以接收来自社交媒体网站或中心的消息。 消息可能包括贬损或恶意内容。 该系统可以查看消息，将消息识别为恶意，并将该标签识别为社交媒体挑衅者。 然后系统可以自动响应恶意内容。 此外，该系统可以通过执行一个或多个自动化程序来防止所识别的社交媒体挑衅者的未来恶意行为。
-
-
-
-
-
-
-
-
-
Search Results
26
records
(took 0.025 seconds)
