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公开(公告)号：US20160241712A1
公开(公告)日：2016-08-18
申请号：US14622718
申请日：2015-02-13
Applicant: Avaya Inc.
Inventor： Lorraine Denby , Wen-Hua Ju , Patrick Tendick
IPC: H04M3/493
CPC classification number: H04M3/5166 , H04M7/0042 , H04M2203/551 , H04M2203/556
Abstract: In order to provide better service with self-service applications, metrics for a communication session between a user and a self-service application are identified. Based on the metrics, a pattern is determined that will likely predict an initial outcome of the communication session with the self-service application. In response to determining that the pattern will likely predict the initial outcome of the communication session with the self-service application, the way the user is managed in the communication session is changed. For example, if a particular pattern of IVR responses is detected that will likely lead to a caller abandoning a voice call, the voice call can be automatically transferred from the IVR system to a contact center agent. This provides for increased customer satisfaction and better utilization of contact center resources.
Abstract translation: 为了提供更好的服务与自助服务应用程序，用户和自助服务应用程序之间的通信会话的标准。 基于指标，确定可能预测与自助服务应用程序的通信会话的初始结果的模式。 响应于确定该模式将可能预测与自助服务应用的通信会话的初始结果，在通信会话中管理用户的方式被改变。 例如，如果检测到可能导致呼叫者放弃语音呼叫的特定IVR响应模式，则可以将语音呼叫从IVR系统自动传送到联络中心代理。 这提高了客户满意度和更好地利用联络中心资源。
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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
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.
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公开(公告)号：US09906647B2
公开(公告)日：2018-02-27
申请号：US14626762
申请日：2015-02-19
Applicant: Avaya Inc.
Inventor： Patrick Tendick , Lorraine Denby , Wen-Hua Ju
CPC classification number: H04M3/5175
Abstract: To provide better metrics for a contact center, the system determines when a contact center agent has been assigned to a plurality of agent skills in a skill group. A skill group is a set of skills for which the contact center seeks to calculate overall metrics across those skills. Information is received that the contact center agent is in a first state for the plurality of agent skills. For example, the contact center agent is available to support the different products. A status is calculated for the contact center agent in the skill group. The status for the contact center agent in the skill group is calculated based a minimum or maximum of the first state of the contact center agent in the skill group. The status of the first agent in the skill group is sent to a contact center administrator to better manage the contact center.
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公开(公告)号：US09894206B2
公开(公告)日：2018-02-13
申请号：US15285160
申请日：2016-10-04
Applicant: AVAYA INC.
Inventor： David Skiba , George W. Erhart , Patrick Tendick , Wen-Hua Ju
IPC: H04M3/51
CPC classification number: H04M3/5175 , G06Q10/063118 , G06Q30/016 , H04M3/42382 , H04M3/5166 , H04M2203/401 , H04M2203/402 , H04M2203/551 , H04M2203/6027
Abstract: Contact centers comprise agents, human and automated, interacting with customers over a network to accomplish an objective for the interaction. While a blunt, factual exchange may appear to be the most expeditious means to accomplish the objective, often this is not the case. Humans often respond better when the interaction comprises a mix of progress (e.g., portions of the interaction directed towards the objective) and banter (e.g., portions of the interaction not directed to the progress). Determining the mix may be provided by analyzing historic interactions and their success. A current interaction may be analyzed and when the mix is outside an acceptable range and an automated agent may be configured to alter the mix accordingly or, when the agent is a human, signal the agent to make the alteration. Success may be continually monitored and the target mix adjusted based on subsequent interactions.
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公开(公告)号：US20150120904A1
公开(公告)日：2015-04-30
申请号：US14063285
申请日：2013-10-25
Applicant: Avaya Inc.
Inventor： Shmuel Shaffer , Patrick Tendick , Sheldon Davis
CPC classification number: H04L67/148 , G06F9/544 , H04L29/08576 , H04L29/08639 , H04L67/10 , H04L67/14 , H04M3/5166 , H04M3/5183
Abstract: A first communication session is created with a first application written in first language. A change is detected in first variables in the first application. The first variables are retrieved from the first application in response to detecting a change in the first variables. The first communication session is transferred to a second application written in a second language. A change is detected in a second variable in the second application. The second variable is retrieved from the second application in response to detecting the change in the second variable. A common pair of variables are matched between the first variables and the second variable. The first communication session and the transferred first communication session are associated as a common communication session in response to matching the common pair of variables. One or more of the first plurality of variables is then used by the second application.
Abstract translation: 第一个通信会话是用第一语言编写的第一个应用程序创建的。 在第一个应用程序的第一个变量中检测到更改。 响应于检测到第一变量的变化，从第一应用程序检索第一变量。 第一通信会话被传送到用第二语言编写的第二应用程序。 在第二应用中的第二变量中检测到变化。 响应于检测到第二变量的变化，从第二应用程序检索第二变量。 第一个变量和第二个变量之间匹配一对常见的变量。 第一通信会话和所转移的第一通信会话响应于匹配公共变量对而被关联作为公共通信会话。 第一个多个变量中的一个或多个然后被第二个应用程序使用。
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Patent Agency Ranking
公开(公告)号：US09860380B2
公开(公告)日：2018-01-02
申请号：US14173610
申请日：2014-02-05
Applicant: Avaya Inc.
Inventor： Shmuel Shaffer , Patrick Tendick , Sheldon Davis
CPC classification number: H04M3/5232 , H04M3/5238 , H04M2203/401
Abstract: An agent rating prediction and routing mechanism provided by a contact center communication system for work assignment optimization is described along with various methods and mechanisms for administering the same. The prediction system proposed herein analyzes past agent performance, agent attributes, contact attributes, and customer attributes to calculate an outcome value and to provide a performance prediction for use in work item routing to contact center resources.
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公开(公告)号：US09609133B2
公开(公告)日：2017-03-28
申请号：US14673515
申请日：2015-03-30
Applicant: Avaya Inc.
Inventor： Shmuel Shaffer , Patrick Tendick , Sheldon Davis , Wen-Hua Ju
CPC classification number: H04M3/5235 , G06Q10/10 , G06Q30/01 , H04M3/42068 , H04M3/5238 , H04M2203/556
Abstract: A predictive model for abandoned calls provided by a contact center communication system for routing optimization is described along with various methods and mechanisms for administering the same. Based on multiple attributes, the system can calculate the probabilities, risks, and costs associated with abandonment and wait, taking into account the patience of a caller, region where the caller lives, agents available to handle the call, length of time that the caller has already been waiting, potential cost of having the caller and call type abandon, and potential total cost of having the caller wait to be served.
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公开(公告)号：US20160295020A1
公开(公告)日：2016-10-06
申请号：US14673515
申请日：2015-03-30
Applicant: Avaya Inc.
Inventor： Shmuel Shaffer , Patrick Tendick , Sheldon Davis , Wen-Hua Ju
CPC classification number: H04M3/5235 , G06Q10/10 , G06Q30/01 , H04M3/42068 , H04M3/5238 , H04M2203/556
Abstract: A predictive model for abandoned calls provided by a contact center communication system for routing optimization is described along with various methods and mechanisms for administering the same. Based on multiple attributes, the system can calculate the probabilities, risks, and costs associated with abandonment and wait, taking into account the patience of a caller, region where the caller lives, agents available to handle the call, length of time that the caller has already been waiting, potential cost of having the caller and call type abandon, and potential total cost of having the caller wait to be served.
Abstract translation: 描述由用于路由优化的联络中心通信系统提供的放弃呼叫的预测模型以及用于管理该呼叫的各种方法和机制。 基于多个属性，系统可以计算与放弃和等待相关的概率，风险和成本，同时考虑到呼叫者，呼叫者居住的区域，可用于处理呼叫的代理，呼叫者的时间长度 已经在等待，使呼叫者和呼叫类型放弃的潜在成本以及让呼叫者等待服务的潜在总成本。
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公开(公告)号：US10425363B2
公开(公告)日：2019-09-24
申请号：US15289736
申请日：2016-10-10
Applicant: AVAYA INC
Inventor： David Skiba , Reinhard Klemm , Patrick Tendick , George W. Erhart , Wen-Hua Ju
Abstract: Systems are provided to manage pauses, including on-hold, conditions in communications, such as text-based communications. Users may be provided with messages at a pace that, among other things, allows a particular cadence of messages to be maintained, even if a reply has been created. Accordingly, resources of a contact center may be better allocated to other matters requiring attention without causing undue customer dissatisfaction or the burden of handling additional messages. While voice-based “hold” conditions may be managed with messages or music on hold, text-based communications may be managed with social messaging content and/or comfort messages.
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公开(公告)号：US09680995B2
公开(公告)日：2017-06-13
申请号：US13792666
申请日：2013-03-11
Applicant: Avaya Inc.
Inventor： Patrick Tendick , Roger I. Krimstock , Matias Potel Feola
IPC: H04M3/00 , H04M5/00 , G06F15/173 , H04M3/51 , G06Q10/06
CPC classification number: H04M3/5175 , G06Q10/0639 , H04M2203/558
Abstract: Aspects are directed towards methods including creating multiple states from at least two call center data sources; and combining at least two of the multiple states to obtain a data model, where the data model comprises an attribute related to the call center, and methods including collecting a set of call data from multiple sources, where the multiple sources comprise a management module source and at least one source not controlled by the management module, and analyzing the set of call data.
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