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    Selection of robot operation mode from determined compliance with a security criteria
    102.
    发明授权
    Selection of robot operation mode from determined compliance with a security criteria 有权

    公开(公告)号：US10410007B2

    公开(公告)日：2019-09-10

    申请号：US15086424

    申请日：2016-03-31

    Applicant: Avaya Inc.

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

    IPC: G06F21/62 ,  G06F21/56

    Abstract: A robotic customer service agent (“robot”) is provided to a service location. The robot may present a number of security concerns that, whether realized or not, present barriers to acceptance. A robot is provided that is determined to be in compliance with a security criteria. The security criteria may be related to software (e.g., running anti-virus software), hardware (e.g., an added camera is secure), communication (e.g., no unexpected communications), or other aspect. Should the robot be in compliance, it may operate in a secure mode, such as to perform or access more sensitive information. If the robot is not in compliance, the robot is operated in a non-secure mode, such as to block data transmissions, information capturing, or other process or operation that may present a security risk.

    COMMAND AND CONTROL OF A ROBOT BY A CONTACT CENTER WITH THIRD-PARTY MONITORING
    103.
    发明申请
    COMMAND AND CONTROL OF A ROBOT BY A CONTACT CENTER WITH THIRD-PARTY MONITORING 审中-公开

    公开(公告)号：US20190146483A1

    公开(公告)日：2019-05-16

    申请号：US16243757

    申请日：2019-01-09

    Applicant: Avaya Inc.

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

    IPC: G05D1/00 ,  G06Q10/00 ,  B25J9/16 ,  B25J13/00 ,  B25J11/00

    Abstract: Acceptance of robotic service agents may be improved if robots are compliant with a monitoring program of a third party. A robot may be allowed to perform certain operations if monitored or prevented from such operations if unmonitored. If authorized, a robot may be able to perform certain operations unmonitored; however, the third party may report the authorized exception. Should the robot be unmonitored, and absent unauthorized exception, the robot performs only those operations approved for unmonitored mode. Otherwise, the robot is enabled to perform tasks approved for monitored and unmonitored mode. The third party may report the monitoring, lack of monitoring, and compliance with a monitoring program accordingly.

    SECONDARY VALIDATION FOR FRAUD PREVENTION
    106.
    发明申请
    SECONDARY VALIDATION FOR FRAUD PREVENTION 审中-公开

    公开(公告)号：US20170193505A1

    公开(公告)日：2017-07-06

    申请号：US14988926

    申请日：2016-01-06

    Applicant: Avaya Inc.

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

    IPC: G06Q20/40 ,  G06Q20/32 ,  G06Q50/00

    CPC classification number: G06Q20/405 ,  G06Q20/3224 ,  G06Q50/01

    Abstract: Banks and other financial institutions struggle to determine when to authorize and when to deny a transaction, such as credit card transactions, for customers. Customers, such as those who travel infrequently or otherwise make purchases at unusual locations, may have transactions denied at such locations. Conversely, stolen credit cards or their numbers, are often utilized in atypical locations for the customer. The provision of a secondary indicator of the customer's location to a bank, such as via an application or a check-in operation on a social media website, allows the bank to determine that the customer is likely at a location associated with a prospective transaction. Confirming a customer's location via a check-in operation, which may require the customer's device and/or social media credentials, provides an extra level of security while minimizing undue denial of legitimate transactions.

    PARTIAL TASK ASSIGNMENT FOR STALL ROUTING
    107.
    发明申请
    PARTIAL TASK ASSIGNMENT FOR STALL ROUTING 审中-公开
    局部路由的部分任务分配

    公开(公告)号：US20170064082A1

    公开(公告)日：2017-03-02

    申请号：US14834759

    申请日：2015-08-25

    Applicant: Avaya Inc.

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

    IPC: H04M3/523 ,  H04M3/51

    CPC classification number: H04M3/5233 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/5238

    Abstract: Contact centers strive to provide quality customer service in a timely manner as well as to maintain profitability to ensure continued business operations. Having optimal agents available to accept every work item a customer may have is expensive and, when such skills are unneeded, wasteful. Once a work item is received, an optimal agent or agents are identified; however, if the wait time is unacceptable, the work item may be passed to a suboptimal agent who is able to process a portion of the work item. Once the optimal agent becomes available, the work item is joined by the optimal agent or, alternatively, a second non-optimal agent is brought in to address a second portion of the work item.

    Abstract translation: 联络中心力求及时提供优质的客户服务，保持盈利能力，确保持续经营。 拥有可用于接受客户可能拥有的每个工作项目的最佳代理是昂贵的，并且当这种技能不需要时，是浪费的。 一旦收到工作项目，就会识别最佳代理或代理; 然而，如果等待时间不可接受，则工作项可以被传递到能够处理工作项的一部分的次优代理。 一旦最佳代理可用，则工作项由最佳代理连接，或者替代地，引入第二非最优代理来解决工作项的第二部分。

    Anti-trending
    108.
    发明授权
    Anti-trending 有权
    反趋势

    公开(公告)号：US09542455B2

    公开(公告)日：2017-01-10

    申请号：US14103003

    申请日：2013-12-11

    Applicant: Avaya, Inc.

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

    IPC: G06F7/02 ,  G06F17/30 ,  H04L12/58 ,  G06Q10/10 ,  G06Q50/00

    CPC classification number: G06F17/30539 ,  G06F17/30598 ,  G06F17/30705 ,  G06F17/30707 ,  G06Q10/10 ,  G06Q50/01 ,  H04L51/04 ,  H04L51/32

    Abstract: An automated system for message analysis whereby messages within a given category may be identified and processed as a category connote. While a domain of messages may be monitored and processed in the due course of business, connote message are different. For example, a number of messages may fall into a domain of “poor airline food.” Such messages may be processed in the due course of business. However, a message with a different aspect, such as, “I found glass in my food,” may be initially identified as begin within the domain of “poor airline food,” and processed further to distinguish the message as being a connote with regard to the “poor airline food” category and warranting special handling.

    Abstract translation: 用于消息分析的自动化系统，其中可以将给定类别内的消息识别和处理为类别含义。 虽然在正常业务过程中可能会监控和处理消息域，但是意见消息是不同的。 例如，一些信息可能会落入“航空公司食物不佳”的范围内。这样的信息可能会在适当的业务过程中处理。 然而，有一个不同方面的信息，例如“我在食物中发现的玻璃”，可能最初被确定为在“差的航空公司食品”的范围内开始，并进一步处理将该信息区分为一个含义 对“差航空食品”类别进行专门处理。

    Contact center delivery in-building homing service
    109.
    发明授权
    Contact center delivery in-building homing service 有权
    联络中心交付在楼内的归位服务

    公开(公告)号：US09418350B2

    公开(公告)日：2016-08-16

    申请号：US14512666

    申请日：2014-10-13

    Applicant: Avaya Inc.

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

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

    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.

    Abstract translation: 向客户交付货物包括人类活动的很大一部分。 为了校正地址错误和/或更精确地定位传送位置，提供系统以帮助人类，人造车辆或自主车辆定位传送点。 通常，交货点的位置不准确或不准确。 GPS和其他坐标系统经常会失败或不精确，而无需无阻碍地观察天空。 即使有可用的坐标，传送点也可能不同于与坐标相关联的邮政地址内的某些标准点的坐标或更常见的坐标。 提供利用广播的标识符（诸如与项目的顺序相关联的标识符）的传送系统，可以使广播的标识符的源接近于广播的标识符的源，或者使用广播的标识符作为参考进一步细化。

    AUTOMATED RESPONSES TO PROJECTED CONTACT CENTER AGENT FATIGUE AND BURNOUT
    110.
    发明申请
    AUTOMATED RESPONSES TO PROJECTED CONTACT CENTER AGENT FATIGUE AND BURNOUT 审中-公开
    对投影联系中心代理商的疲劳和燃烧的自动响应

    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。

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