公开(公告)号：US20160227284A1

公开(公告)日：2016-08-04

申请号：US15013629

申请日：2016-02-02

Applicant: Avaya Inc.

Inventor： Joann J. Ordille ,  David Skiba

IPC: H04N21/478 ,  H04N21/41 ,  H04N21/45 ,  H04N21/236 ,  H04N21/258

CPC classification number: H04N21/478 ,  G06Q30/016 ,  H04N7/15 ,  H04N21/23614 ,  H04N21/25808 ,  H04N21/25866 ,  H04N21/4104 ,  H04N21/4126 ,  H04N21/44204 ,  H04N21/4508 ,  H04N21/4788 ,  H04N21/8173

Abstract: A contact center, communication system, and method are disclosed. An illustrative contact center is disclosed as enabling customer interactions via a television. As the customer interacts with the contact center, context information regarding an environment surrounding the television can be obtained by the contact center and further used to enhance the customer's interaction with the contact center, for example, by establishing additional communication channels with the customer.

Abstract translation: 公开了一种联络中心，通信系统和方法。 公开了一个说明性的联络中心，以便通过电视实现客户互动。 当客户与联络中心进行交互时，联络中心可以获得有关电视周边环境的上下文信息，并进一步用于增强客户与联络中心的互动，例如通过与客户建立额外的通信渠道。

公开(公告)号：US20160180277A1

公开(公告)日：2016-06-23

申请号：US14573820

申请日：2014-12-17

Applicant: Avaya Inc.

Inventor： David Skiba ,  Valentine C. Matula ,  George Erhart

IPC: G06Q10/06 ,  H04M3/51

CPC classification number: G06Q10/06398 ,  G06Q10/063116 ,  H04M3/5175 ,  H04M2203/402 ,  H04M2203/403

Abstract: Agents of a contact center process work items for clients of the contact center. Agents may, at some point, experience “burnout.” Detecting early signs, and automatically mitigating the burnout allows agents to maintain interest in their work and avoid expensive training of new agents and lost experience of burnt-out agents. Agents may be monitored for single events and/or a pattern of events indicating burnout. Automatic detection and response to the burnout provides agents indicating burnout to have more interesting, less difficult, or otherwise more favorable working conditions. Feedback monitoring determines if the mitigation efforts are successful. If not, and an agent is burnt out and likely to quit, measures may be automatically launched to prevent the burnt-out agent from “infecting” other agents.

Abstract translation: 联络中心代理处理联络中心客户的工作项目。 在某些时候，代理商可能会经历“倦怠”。检测早期迹象并自动减轻倦怠，使代理商对其工作保持兴趣，并避免对新代理人进行昂贵的培训，并失去焚烧代理商的经验。 可以针对单个事件和/或指示烧尽的事件模式来监视代理。 自动检测和对倦怠的响应提供了指示倦怠的代理具有更有趣，更难或更有利的工作条件。 反馈监测确定缓解努力是否成功。 如果没有，并且代理人被烧毁并且可能退出，则可以自动启动措施以防止烧毁代理人“感染”其他代理。

公开(公告)号：US20160104098A1

公开(公告)日：2016-04-14

申请号：US14512666

申请日：2014-10-13

Applicant: Avaya Inc.

Inventor： Valentine C. Matula ,  David Skiba ,  George Erhart

IPC: G06Q10/08 ,  G01C21/00 ,  G05D1/10 ,  G05D1/00

CPC classification number: G06Q10/083 ,  B64C39/024 ,  B64C2201/128 ,  B64C2201/141 ,  G01C21/00 ,  G05D1/101 ,  G06Q30/0635 ,  H04H20/53 ,  H04L41/22 ,  H04L61/6022 ,  H04L61/6081 ,  H04W4/043

Abstract: The delivery of goods to a customer comprises a substantial portion of human activity. To correct address errors and/or to more precisely locate delivery locations, systems are provided to assist human, human operated vehicle, or autonomous vehicles to locate a delivery point. Often the location of a delivery point is inaccurate or imprecise. GPS and other coordinate systems often fail or are imprecise without an unobstructed view of the sky. Even with coordinates available, the delivery point may be different from the coordinates or, more commonly, coordinates that are different from some standard point within a postal address associated with the coordinates. Providing a delivery system that utilizes a broadcasted identifier, such as an identifier associated with the order of the item, the delivery of the item may be made proximate to the source of the broadcasted identifier or further refined using the broadcasted identifier as a reference.

公开(公告)号：US20150379527A1

公开(公告)日：2015-12-31

申请号：US14319019

申请日：2014-06-30

Applicant: Avaya Inc.

Inventor： David Skiba ,  Peter Finney ,  Andrew Maher ,  Reinhard P. Klemm

IPC: G06Q30/02 ,  H04L29/08 ,  G06Q50/00 ,  G06F17/30

CPC classification number: G06Q30/0201 ,  G06F16/955 ,  G06Q50/01 ,  H04L67/22 ,  H04L67/306

Abstract: Derivative network profile is provided for determining a more complete picture of a customer on a social media website or websites for improved customer interactions. A customer may have a social media presence with any number of connections to other individuals, businesses, etc. As provided herein, the relevancy of those connections is determined within the context of a “seed” or business purpose. As a benefit, a customer who may share a substantial amount of information (e.g., funny videos, favorite sports teams, etc.) with a large pool of connections, may have a particular relationship identified (e.g., a more obscure relative who travels frequently) when a contact center is interacting with the customer with respect to the business purpose (e.g., providing travel-related services to the customer).

Abstract translation: 提供衍生网络配置文件，用于在社交媒体网站或网站上确定客户的更完整图片，以改善客户互动。 客户可能有与其他个人，企业等的任何数量的连接的社交媒体存在。如本文所提供的，这些连接的相关性在“种子”或业务目的的上下文中确定。 作为一个好处，可能与大量连接共享大量信息（例如，有趣的视频，喜爱的运动队等）的客户可能会确定一个特定的关系（例如，一个更模糊的亲戚经常旅行 ）当一个联络中心与客户在业务目的上进行交互时（例如，向客户提供旅游相关服务）。

公开(公告)号：US20150264176A1

公开(公告)日：2015-09-17

申请号：US14504238

申请日：2014-10-01

Applicant: Avaya Inc.

Inventor： David Skiba ,  Andrew Maher ,  George Erhart ,  Valentine C. Matula

IPC: H04M3/51

CPC classification number: G06Q30/0261 ,  H04M3/5141 ,  H04M3/5183

Abstract: Handheld communication devices, such as smart phones, comprise a number of data gathering sensors. The sensors may be utilized to provide an agent of a contact center with situational information regarding the user of the handheld device. While global positioning systems (GPS) provides one means to locate a user of a communication device, GPS is not always available. However, by utilizing radio receivers, internal condition sensors, motion detectors, and other sensing components, a situation for a customer may be determined to supplement or substitute for GPS-determined location as well as to identify more relevant situations for the user beyond those provided by GPS provided location information.

Abstract translation: 诸如智能电话的手持通信设备包括多个数据采集传感器。 传感器可用于向联络中心的代理提供关于手持设备的用户的情景信息。 虽然全球定位系统（GPS）提供了一种方法来定位通信设备的用户，但GPS并不总是可用。 然而，通过利用无线电接收机，内部状况传感器，运动检测器和其他感测部件，可以确定客户的情况以补充或替代GPS确定的位置，以及为超出所提供的用户的用户识别更多的相关情况 通过GPS提供位置信息。

公开(公告)号：US20150206092A1

公开(公告)日：2015-07-23

申请号：US14160361

申请日：2014-01-21

Applicant: Avaya, Inc.

Inventor： George Erhart ,  Valentine C. Matula ,  David Skiba

IPC: G06Q10/06

CPC classification number: G06Q10/063114

Abstract: Contact centers handle contacts from any number of channels. One agent may be simultaneously handling several chats, emails, or other messages. Customers behind the contact often want to know how long of a wait time they are likely to experience before an agent begins to address their inquiry. Herein, techniques are provided whereby contacts currently, and/or enqueued, for one or more agents are examined to determine an estimated effort for each task. One message may represent a number of tasks each having an associated time estimate. Furthermore, messages from one channel may be more time consuming than messages from another channel. Such factors, and others, are considered and the customer may then be notified of an estimated wait time and, optionally, notified if another channel may provide a more expeditious option.

Abstract translation: 联络中心处理来自任何渠道的联络人。 一个代理可能同时处理几个聊天，电子邮件或其他消息。 联系人后面的客户经常想知道在代理商开始解决他们的询问之前，他们有可能经历多久的等待时间。 这里提供了技术，其中检查针对一个或多个代理的当前和/或入队的联系以确定每个任务的估计努力。 一个消息可以表示多个任务，每个任务具有关联的时间估计。 此外，来自一个信道的消息可能比来自另一个信道的消息更耗时。 考虑这些因素和其他因素，并且然后可以向客户通知估计的等待时间，并且可选地，如果另一信道可以提供更快速的选项则通知客户。

公开(公告)号：US20150139416A1

公开(公告)日：2015-05-21

申请号：US14085464

申请日：2013-11-20

Applicant: Avaya, Inc.

Inventor： David Skiba ,  George Erhart ,  Lee Becker

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5183 ,  H04M2203/655

Abstract: Contact centers employ agents to provide services to customers. In particular, artificial agents are provided that have a rich background and continuing life with the realm of social media. The artificial agent's profile is selected in accord with the profiles of current or prospective customers. As the customers age and progress in life, the artificial agent profile is updated in accord with the customers' changing profiles and similarly ages and progresses in life. When a customer desires to interact with artificial agent, for a purpose provided by a contact center, a human agent may be provided the profile and/or history of the artificial agent so as to impersonate the artificial agent and promote the relationship with the customer.

Abstract translation: 联络中心聘请代理人为客户提供服务。 特别是提供了具有丰富背景和持续生活的人造物件与社交媒体的领域。 根据现有客户或潜在客户的情况选择人造剂的简介。 随着客户的年龄和生活进步，人工代理人资料根据客户变化的情况和年龄以及生活进度等进行更新。 当客户希望与人造剂进行交互时，为了由联络中心提供的目的，可以向人类代理人提供人造代理的简档和/或历史，以假冒人造剂并促进与客户的关系。

公开(公告)号：US20150073774A1

公开(公告)日：2015-03-12

申请号：US14023967

申请日：2013-09-11

Applicant: Avaya Inc.

Inventor： Lee Becker ,  Valentine C. Matula ,  David Skiba ,  George Erhart

IPC: G06F17/27

CPC classification number: G06F17/2785 ,  G06F17/2735

Abstract: Methods and systems for automatically extending a sentiment dictionary are provided. Starting with an initial set of elements (e.g., words, emoticons, etc.) having a known sentiment, messages can be analyzed for words frequently appearing in association with such words. As a result the frequently appearing words may then be associated with a sentiment and used to help determine the sentiment of a message.

Abstract translation: 提供了自动扩展情绪词典的方法和系统。 从具有已知情绪的初始元素集合（例如，单词，表情符号等）开始，可以分析与这些单词相关联地经常出现的单词的消息。 因此，频繁出现的词语可能与情绪相关联，并用于帮助确定消息的情绪。

公开(公告)号：US20140359008A1

公开(公告)日：2014-12-04

申请号：US13904361

申请日：2013-05-29

Applicant: Avaya Inc.

Inventor： Peter Finney ,  Alberto Pasi ,  David Skiba ,  Reinhard P. Klemm

IPC: H04L12/26

CPC classification number: H04W4/90 ,  G06Q10/00 ,  G06Q50/01 ,  G06Q50/10 ,  H04L43/04 ,  H04L51/00 ,  H04L51/22 ,  H04L51/32 ,  H04W4/21

Abstract: Social media websites contain posts which may benefit persons affected by an emergency situation or natural disaster. Discovering trustworthy posters of useful information is disclosed such that messages indicating relevant information, and an associated trust value, may be provided to interested parties.

Abstract translation: 社交媒体网站包含可能受到紧急情况或自然灾害影响的人员的职位。 公开了发现有用信息的值得信赖的海报，使得可以向相关方提供指示相关信息的消息和相关联的信任值。

公开(公告)号：US11120410B2

公开(公告)日：2021-09-14

申请号：US15993280

申请日：2018-05-30

Applicant: Avaya Inc.

Inventor： David Skiba ,  Valentine C. Matula ,  George Erhart

IPC: G06Q10/10 ,  B25J9/16 ,  B25J11/00 ,  H04L29/06 ,  B25J9/00 ,  G06F9/50

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.