公开(公告)号：US20160112567A1

公开(公告)日：2016-04-21

申请号：US14985029

申请日：2015-12-30

Applicant: Avaya Inc.

Inventor： Valentine C. Matula ,  Keith Ponting

IPC: H04M3/51 ,  H04M3/42 ,  H04M3/22

CPC classification number: H04M3/5175 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/51 ,  H04M3/5133

Abstract: Agents of a contact center often encounter conversational delays when speaking with a customer. These delays may be introduced by transmission delays, which include the distance between the agent and the customer, and processing delays, such as those introduced by systems and processes within a contact center. By providing an agent with information based on the amount of the delay, the agent can be prompted to overtalk the customer by a target amount. As a result, the customer may experience a more natural conversation with the agent. Furthermore, if a customer prefers more or less of a delay, such as based on their cultural norms, the delay may be modified to account for those cultural norms and better accommodate the conversational preferences of a diverse customer base.

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：US09257117B2

公开(公告)日：2016-02-09

申请号：US14172297

申请日：2014-02-04

Applicant: Avaya, Inc.

Inventor： Valentine C. Matula ,  Shmuel Shaffer

IPC: G10L15/00 ,  G10L15/08 ,  G10L25/48 ,  H04M3/51

CPC classification number: G10L15/08 ,  G10L25/48 ,  G10L25/51 ,  G10L2015/088 ,  H04M3/2227 ,  H04M3/51 ,  H04M3/5175 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/404

Abstract: Contact center agents often work in close proximity to other agents. As a primary agent is engaged in a call, a neighboring agent speech may be picked up by the primary agent's microphone. Contact centers using automated speech recognition systems may monitor the agent's speech for key terms and, if detected, respond accordingly. Determining a primary agent spoke a key term, when the true speaker of the key term is a neighboring agent, may cause errors or other problems. Characterizing at least the primary agent's voice and then, once a key term is detected, determining if it was the primary agent that spoke the key term, may help to reduce the errors. Additionally, computational requirements may be reduced as non-key terms may be quickly discarded and optionally, key terms determined to not have been spoke by the primary agent, may also be discarded without further processing.

Abstract translation: 联络中心代理商经常在其他代理商附近工作。 作为主要代理人进行呼叫，可以由主代理的麦克风拾取相邻代理语音。 使用自动语音识别系统的联络中心可以监控代理人的关键词语，并且如果检测到，则相应地进行响应。 确定主要代理人是一个关键术语，当关键术语的真正发言人是相邻代理人时，可能会导致错误或其他问题。 至少表征主代理的语音，然后，一旦检测到关键术语，确定是否是主要代理人谈论关键术语，可能有助于减少错误。 此外，由于非关键术语可能被快速丢弃，并且可选地，被确定为不被主代理人讲话的关键术语也可能被丢弃，而无需进一步处理，可以减少计算要求。

公开(公告)号：US20160019882A1

公开(公告)日：2016-01-21

申请号：US14332115

申请日：2014-07-15

Applicant: Avaya Inc.

Inventor： Valentine C. Matula ,  Shmuel Shaffer

IPC: G10L15/02 ,  G10L25/51

CPC classification number: G10L15/187 ,  G10L25/51 ,  G10L2015/025

Abstract: A contact center system can receive audio messages. The system can review audio messages by identifying phoneme strings within the audio messages associated with a characteristic. A phoneme can be a component of spoken language. Identified phoneme strings are used to analyze subsequent audio messages to determine the presence of the characteristic without requiring human analysis. Thus, the identification of phoneme strings then can be used to determine a characteristic of audio messages without transcribing the messages.

Abstract translation: 联络中心系统可以接收音频消息。 系统可以通过识别与特征相关联的音频消息内的音素串来检查音频消息。 音素可以是口语的组成部分。 识别的音素字符串用于分析后续音频消息以确定特征的存在而不需要人类分析。 因此，音素字符串的识别可以用于确定音频消息的特征而不转录消息。

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：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：US08903076B2

公开(公告)日：2014-12-02

申请号：US14037724

申请日：2013-09-26

Applicant: Avaya Inc.

Inventor： Joann J. Ordille ,  Valentine C. Matula ,  Ramanujan Kashi

IPC: H04M3/00 ,  H04M5/00 ,  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。