-
公开(公告)号：US20140314226A1
公开(公告)日：2014-10-23
申请号：US14037724
申请日：2013-09-26
Applicant: Avaya Inc.
Inventor： Joann J. Ordille , Valentine C. Matula , Ramanujan Kashi
IPC: H04M3/523
CPC classification number: H04M3/523 , H04M3/5175
Abstract: External queue monitoring of contact center queues is provided as a means that may better service the customer and measure service level objectives. External queue monitoring provides the opportunity for real-time monitoring of the queue and modification of contact center operations, such as devices routing queue members, in response to queuing or enqueued customers.
Abstract translation: 提供联络中心队列的外部队列监控，作为可以更好地服务于客户并衡量服务水平目标的手段。 外部队列监控提供了对队列进行实时监控和对联络中心操作进行修改的机会，例如设备路由队列成员，以响应排队或入队的客户。
-
公开(公告)号：US20140303981A1
公开(公告)日：2014-10-09
申请号：US14021889
申请日：2013-09-09
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 messages may be in a foreign language. The system can review messages by identifying content in the social media messages with negative/positive sentiment and then identify a seed term in the messages. A seed term can be a word in another language, different from the message body. The seed term is then used to find one or more other words, in the foreign language, that are correlated with the seed term. The identification of the found words in other messages can then be used to determine sentiment in the foreign language.
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。 消息可能是外语。 该系统可以通过在社交媒体消息中识别消极/积极情绪的内容来查看消息，然后在消息中识别种子字词。 种子术语可以是另一种语言的单词，不同于消息体。 然后使用种子术语来查找与种子术语相关的一种或多种其他外语词。 其他消息中找到的单词的识别可以用于确定外语的情绪。
-
公开(公告)号：US20140301540A1
公开(公告)日：2014-10-09
申请号：US14023018
申请日：2013-09-10
Applicant: Avaya Inc.
Inventor： David Skiba , George W. Erhart , Lee Becker , Valentine C. Matula
IPC: H04M3/51
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：US20140297764A1
公开(公告)日：2014-10-02
申请号：US14020674
申请日：2013-09-06
Applicant: Avaya Inc.
Inventor： David Skiba , George W. Erhart , Lee Becker , Valentine C. Matula
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 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。
-
95.发明授权公开(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.
-
Patent Agency Ranking
公开(公告)号：US20210209563A1
公开(公告)日：2021-07-08
申请号：US17208422
申请日：2021-03-22
Applicant: Avaya Inc.
Inventor： David Skiba , Valentine C. Matula , George Erhart
Abstract: A service robot may be autonomous, with respect to a portion of a customer service task, and coordinated, with respect to another portion of a customer service task. A resource, such as another robot or an agent (human or automated), may monitor or interact with the robot and, in such a combination, perform a customer service task. The robot may be instructed to pause or delay initiation of a robot portion to allow for a resource to become available at a common time that the interaction portion is to be performed to minimize delay and promote better customer service. Should the delay be beyond an acceptable threshold, the robot may engage in a delay task (e.g., slow down, pause, etc.). The delay task may include a social interaction with a human at a service location.
-
97.发明授权公开(公告)号：US11012570B2
公开(公告)日：2021-05-18
申请号：US16259059
申请日：2019-01-28
Applicant: Avaya Inc.
Inventor： Harshad Apshankar , Valentine C. Matula
Abstract: A computer-implemented process includes receiving an incoming contact at a contact center from a user; identifying a plurality of different portions of the incoming contact, each of a plurality of portions associated with a respective topic; and for each of the different portions, routing that different portion to a respective agent of the contact center based on its associated respective topic. Furthermore, the process includes receiving a respective response from one or more of the respective agents, the respective response pertaining to the different portion routed to that agent; combining the respective response from the one or more of the respective agents to form a first composite response; and forwarding the first composite response to the user.
-
公开(公告)号：US20210067628A1
公开(公告)日：2021-03-04
申请号：US16929274
申请日：2020-07-15
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , Pushkar Yashavant Deole , Sandesh Chopdekar , Sadashiv Vamanrao Deshmukh
Abstract: Interactions between agents of a contact center and customers provide the bulk of many communications and generally work well, except when the customer is deaf or mute. Customers that sign would often prefer to conduct interactions in sign language but the pool of agents having such skills is limited. By providing systems and methods to alter an image of a non-signing agent, a customer may be presented with an image of a signing agent. Additionally, systems and methods herein enable a non-signing agent to be presented with generated speech and/or text translated from the signing gestures provided by the image of the signing customer.
-
公开(公告)号：US20210042508A1
公开(公告)日：2021-02-11
申请号：US16535169
申请日：2019-08-08
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , Pushkar Yashavant Deole , Sandesh Chopdekar , Sadashiv Vamanrao Deshmukh
Abstract: Real-time modification of video images of humans allows for the video to be modified so that an expression of a subject human may be changed. Customer service agents may have more successful interactions with customers if they display an appropriate facial expression, such as to provide a particular emotional state. By determining an appropriate facial expression, and any deviation from a customer service agent's current expression, a modification to the video image of the customer service agent may be determined and applied. As a result, agents may not have a facial expression that is best suited to successfully resolve a purpose of the interaction, to have the customer be presented with the best-suited facial expression.
-
公开(公告)号：US20200314244A1
公开(公告)日：2020-10-01
申请号：US16370535
申请日：2019-03-29
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , Bharti Patwari Poorey , Rajagiri Ravi
Abstract: Agent-to-Agent channel interactions enable one agent to pose a question to another agent and have the request routed utilizing at least a portion of the routing hardware and algorithms utilized to route work items received from customers. A question may be asked and the network routing components notified of the question and routed to selected agent or agents to address the issue. The selected agents are then connected via the Agent-to-Agent channel and enabled to converse thereon. A successful (or failed) resolution may be utilized to update or modify question repositories for future access and/or training.
-
-
-
-
-
-
-
-
-
Search Results
118
records
(took 0.02 seconds)
