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公开(公告)号：US11049141B2
公开(公告)日：2021-06-29
申请号：US14504238
申请日：2014-10-01
Applicant: Avaya Inc.
Inventor： David Skiba , Andrew Maher , George Erhart , Valentine C. Matula
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.
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公开(公告)号：US10810599B2
公开(公告)日：2020-10-20
申请号：US14243108
申请日：2014-04-02
Applicant: Avaya, Inc.
Inventor： David Skiba , George Erhart , Valentine C. Matula
IPC: G06Q30/00
Abstract: Customer assistance is provided by leveraging certain contact center infrastructure components to a retail setting. Often contact centers have a wealth of information regarding individual products and services a retail setting may offer. The information, as provided herein, may then be delivered to the customer in the form of a dialogue. The dialogue may be based, in part, on a contact center dialogue for the same or similar item. The customer may then be instructed to perform an act, such as retrieving another item at a certain location. Unlike a contact center, the physical presence of the customer provides an opportunity to receive feedback in the form of monitor the customer's actions to determine if the customer complied with instructions. Optionally, a follow up activity may be imitated based on the customer's compliance.
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113.发明申请公开(公告)号：US20200218747A1
公开(公告)日：2020-07-09
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.
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公开(公告)号：US10656782B2
公开(公告)日：2020-05-19
申请号：US16222083
申请日：2018-12-17
Applicant: Avaya Inc.
Inventor： Doree Duncan Seligmann , Ajita John , Michael J. Sammon , David Skiba
Abstract: According to one embodiment, audio and non-audio data can be represented as sound sources in a three-dimensional sound space adapted to also provide visual data. Non-audio data can be associated with audio sound sources presented in the sound space. Navigation within this combined three-dimensional audio/visual space can be based primarily on the audio aspects of the sound sources with the details of the non-audio data being presented on demand, for example, when the listener navigates through the combined three-dimensional audio/visual space to a particular sound source at which point the non-audio data associated with that sound source can be presented.
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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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Patent Agency Ranking
公开(公告)号：US10404646B2
公开(公告)日：2019-09-03
申请号：US15006293
申请日：2016-01-26
Applicant: Avaya Inc.
Inventor： Mehmet Balasaygun , Rajeshwari Edamadaka , Jonathan Mark Silverman , David Skiba
Abstract: First communication information is received from a first communication session in a first communication medium. The first information has an associated first topic identifier. The first communication information may be a media stream, such as a voice media stream. Second communication information is received from a second communication session in a second communication medium associated with the first topic identifier. The first and second communication mediums are different communication mediums. The second communication session occurs after the first communication session has ended. For example, the second communication medium may be an email that occurs after a voice call has completed. The first information and the second information are stored in a first topic record based on the first topic identifier. A user can then access the topic record to view the first and second communication information for the topic.
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公开(公告)号：US10350757B2
公开(公告)日：2019-07-16
申请号：US15086493
申请日：2016-03-31
Applicant: Avaya Inc.
Inventor： George Erhart , Valentine C. Matula , David Skiba
Abstract: A customer service robot may be selected, or configured, to address a particular work item. Robots may comprise different functionality due to absent software or hardware or due to existent but worn or non-compliant components. A particular work item may have several means of resolution. A particular resolution path is selected in accord with the ability of a robot. Should no path exist, the robot may be transformed by the addition or installation of hardware and/or software to provide the absent functionality. Resolution paths may also be weighted based on the level of success provided by prior resolution paths and/or the requirement for human involvement. Accordingly, a resolution path may be provided that balances robot capability with the likelihood of success and an appropriate level of human involvement.
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公开(公告)号：US20190121516A1
公开(公告)日：2019-04-25
申请号：US16222083
申请日：2018-12-17
Applicant: Avaya Inc.
Inventor： Doree Duncan Seligmann , Ajita John , Michael J. Sammon , David Skiba
Abstract: According to one embodiment, audio and non-audio data can be represented as sound sources in a three-dimensional sound space adapted to also provide visual data. Non-audio data can be associated with audio sound sources presented in the sound space. Navigation within this combined three-dimensional audio/visual space can be based primarily on the audio aspects of the sound sources with the details of the non-audio data being presented on demand, for example, when the listener navigates through the combined three-dimensional audio/visual space to a particular sound source at which point the non-audio data associated with that sound source can be presented.
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公开(公告)号：US10216182B2
公开(公告)日：2019-02-26
申请号：US15086335
申请日：2016-03-31
Applicant: Avaya Inc.
Inventor： George Erhart , David Skiba , Valentine C. Matula
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.
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公开(公告)号：US10203839B2
公开(公告)日：2019-02-12
申请号：US15296921
申请日：2016-10-18
Applicant: Avaya Inc.
Inventor： Doree Duncan Seligmann , Ajita John , Michael J. Sammon , David Skiba
Abstract: According to one embodiment, audio and non-audio data can be represented as sound sources in a three-dimensional sound space adapted to also provide visual data. Non-audio data can be associated with audio sound sources presented in the sound space. Navigation within this combined three-dimensional audio/visual space can be based primarily on the audio aspects of the sound sources with the details of the non-audio data being presented on demand, for example, when the listener navigates through the combined three-dimensional audio/visual space to a particular sound source at which point the non-audio data associated with that sound source can be presented.
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