公开(公告)号：US20180276622A1

公开(公告)日：2018-09-27

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 ,  H04L29/06

CPC classification number: G06Q10/1097 ,  B25J9/003 ,  B25J9/1679 ,  B25J9/1689 ,  B25J9/1697 ,  B25J11/0005 ,  G06F9/5038 ,  H04L67/42

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.

公开(公告)号：US10032137B2

公开(公告)日：2018-07-24

申请号：US15086541

申请日：2016-03-31

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.

公开(公告)号：US09892743B2

公开(公告)日：2018-02-13

申请号：US15296238

申请日：2016-10-18

Applicant: Avaya Inc.

Inventor： Doree Duncan Seligmann ,  Ajita John ,  Michael J. Sammon ,  David Skiba

IPC: G10L21/10 ,  G10L25/51 ,  G10L21/028 ,  G06F3/0481 ,  H04R27/00 ,  H04S3/00 ,  H04S7/00 ,  G10L17/06 ,  G10L15/08

CPC classification number: G10L21/10 ,  G06F3/04815 ,  G10L15/08 ,  G10L17/06 ,  G10L21/028 ,  G10L25/51 ,  H04R27/00 ,  H04R2227/003 ,  H04R2227/005 ,  H04S3/002 ,  H04S3/008 ,  H04S7/302 ,  H04S7/304 ,  H04S7/40 ,  H04S2400/11 ,  H04S2420/03

Abstract: Embodiments are directed to using a three-dimensional sound space to analyze security surveillance information. According to one embodiment, the three-dimensional sound space can comprise part of a security surveillance system in which sound sources related to security surveillance information can be presented and a user can efficiently navigate even a large number of sound sources in the three-dimensional sound space. Effective audio surveillance relies on the ability of the surveillance personnel to efficiently identify calls that need further analysis and calls that need no further analysis without introducing too many false negative or false positive conditions. Utilization of three-dimensional space described herein can increase the ease with which security analysts review audio content and identify relevant audio content that requires further analysis.

公开(公告)号：US20170282374A1

公开(公告)日：2017-10-05

申请号：US15086506

申请日：2016-03-31

Applicant: Avaya Inc.

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

IPC: B25J11/00

CPC classification number: B25J11/008 ,  B25J3/00 ,  B25J9/1689 ,  G05B2219/31104 ,  G05B2219/31205 ,  G05B2219/39117 ,  G05B2219/39146 ,  G05B2219/40306 ,  G05B2219/45084

Abstract: A service robot is provided to communicate with other devices of a service location, such as another robot. A first and second robot may be tasked with performing a customer service task requiring a physical interaction. The first robot may determine that the second robot lacks instructions to perform the customer service task. Upon making the determination, the first robot retrieves physical interaction instructions and causes the second robot to load and execute the physical interaction instructions. The second robot is then transformed, by the first robot, into a configured robot able to perform the customer service task.

公开(公告)号：US09705926B2

公开(公告)日：2017-07-11

申请号：US14823173

申请日：2015-08-11

Applicant: Avaya Inc.

Inventor： Ajita John ,  Seamus Hayes ,  John Rix ,  Adrian Ryan ,  Samuel Fisher ,  David Skiba

IPC: H04L29/06 ,  G06F21/62

CPC classification number: G06F21/6245 ,  G06F21/6227 ,  H04L63/105 ,  H04L63/108 ,  H04L2463/101

Abstract: Media files are often tagged, such as by XML or other tagging paradigms, in order to indicate aspects of certain portions of the media file. Disclosed herein, security policy tagging is provided that supports a logically nested or hierarchical structure. Tags may be time- and/or event-altered, such as when a user who is denied access at one point in time may be granted access at a later point in time. The need to amend the security policy based upon the passage of time is reduced or eliminated as portions, or sub-portions, of a media file that may be selectively tagged with security tags may be presented or downloaded based upon the security policy. The a security policy may incorporate rules that change permissions upon the passage of time or the occurrence of an event, without requiring the modification of the presentation, the security tags of the presentation portion, or the security tag associated with a parent portion of the presentation or the presentation itself.

公开(公告)号：US09674363B1

公开(公告)日：2017-06-06

申请号：US14951196

申请日：2015-11-24

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  David Skiba

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06Q50/00 ,  H04M3/523

CPC classification number: H04M3/5191 ,  G06Q50/01 ,  H04M3/5235

Abstract: Associating callers of a contact center with their social media identity may provide mutual benefits to the caller and contact center. For example, a business operating a contact center can receive information about their current and potential customers and customers can receive additional information, incentives, or other perks by allowing access to their social media profile. When a caller initially calls a contact center, they are prompted, and possibly incentivized, to provide a social media identity. The social media identity may or may not have an affinity with an organization on the social media website. If not, the caller is provided with the opportunity to establish the affinity. If the caller does establish the affinity, the call may be identified as having a positive sentiment or negative sentiment if the caller does not do so. The call, or future calls, with the caller may then be processed accordingly.

公开(公告)号：US09635175B2

公开(公告)日：2017-04-25

申请号：US14084501

申请日：2013-11-19

Applicant: Avaya Inc.

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

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/42

CPC classification number: H04M3/5133 ,  H04M3/42382 ,  H04M2203/551

Abstract: A dialog aggregator provided by a contact center communication system for text-based interaction chains is described along with various methods and mechanisms for administering the same. The dialog aggregator produces a summary, in real-time, of questions posed and existing answers in the interaction chain while identifying outstanding questions that have not been answered for display to an agent. The display includes any current answer the agent is working on as well as completed items and additionally executes rules based on the status of the remaining questions. The display in canonical form of the summary and outstanding question set enables a contact center agent or other observer of the interaction to quickly and efficiently assess the interaction history.

公开(公告)号：US09552397B2

公开(公告)日：2017-01-24

申请号：US14305636

申请日：2014-06-16

Applicant: Avaya Inc.

Inventor： Reinhard P. Klemm ,  David Skiba

IPC: G06F17/30 ,  H04L12/58

CPC classification number: G06F17/3053 ,  G06Q50/01 ,  H04L51/32

Abstract: A social media network is monitored for postings of a control group. The control group is a group of one or more individuals that posts on a particular topic. The postings of the control group may cover all the postings of each member of the control group for a period of time. A first relative social media score is calculated for the postings of the control group on the social media network. A social media score is calculated for a social media posting of a user or entity on the social media network. The relative social media score for the control group is compared to the social media score for the user or entity to see if there is a significant difference. If there is a significant difference, an agent in a contact center to is identified respond to the social media posting of the user or entity.

Abstract translation: 对社会媒体网络进行监控，以控制组的过帐。 控制组是一组或多个发布特定主题的人员。 控制组的职位可能会覆盖对照组各成员一段时间的所有职位。 针对社交媒体网络上对照组的贴子计算第一个相对社交媒体评分。 针对社交媒体网络上的用户或实体的社交媒体发布计算社交媒体得分。 将对照组的相对社交媒体评分与用户或实体的社交媒体得分进行比较，看是否存在显着性差异。 如果存在显着差异，则确定的联络中心中的代理人对用户或实体的社交媒体发布作出响应。

公开(公告)号：US20170004178A1

公开(公告)日：2017-01-05

申请号：US14788452

申请日：2015-06-30

Applicant: Avaya Inc.

Inventor： Keith Ponting ,  Wendy J. Holmes ,  David Skiba ,  Ajita John

IPC: G06F17/30 ,  G10L15/26

CPC classification number: G06F16/24575 ,  G06F16/24578 ,  G06F16/685 ,  G06F16/951 ,  G06F16/9535 ,  G06F17/241 ,  G06F17/278 ,  G10L15/1822 ,  G10L15/26 ,  H04M3/56 ,  H04M2201/40 ,  H04M2203/552

Abstract: Conferences comprise a number of listening, viewing, and/or speaking participants. A conference participant may ask a question or make a statement that can be answered or verified against an authoritative source. A reference validity checker is provided to receive the conference content, recorded or in real-time, determine that a question or statement was made that can be answered or verified, query a knowledgebase, and present indicia of the response. The indicia may be an indicator (e.g., true/false, verified, etc.) and/or a link to a source, such as a particular entry in a knowledgebase. The knowledgebase may be selected from internal sources or external sources depending on factors, such as the type of question/statement or topic associated therewith. The indicia may annotate a transcript or recording of the conference so that a subsequent review may have the ability to locate the source of the answer/response as desired.

Abstract translation: 会议包括一些聆听，观看和/或演讲的参与者。 会议参与者可以向权威人士提出问题或提出可以回答或验证的声明。 提供参考有效性检查器以接收记录或实时的会议内容，以确定可以回答或验证的问题或陈述，查询知识库以及呈现响应的标记。 标记可以是指示符（例如，真/假，验证等）和/或到源的链接，例如知识库中的特定条目。 知识库可以根据诸如与其相关联的问题/陈述或主题的类型等因素从内部来源或外部来源中选择。 标记可以注释会议的记录或记录，以便随后的审查可以具有根据需要定位答复/响应的来源的能力。

公开(公告)号：US20160301803A1

公开(公告)日：2016-10-13

申请号：US14682312

申请日：2015-04-09

Applicant: Avaya Inc.

Inventor： Keith Ponting ,  Wendy J. Holmes ,  David Skiba

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/401 ,  H04M2203/402

Abstract: An event associated with a communication session between a first party and a second party is detected. The event is related to the communication session. For example, the event may be a phrase spoken in the communication session or a presentation of a call progression screen to a contact center agent. At this point, the communication session is analyzed for a period of non-communication that meets a defined threshold during a monitoring period associated with the event. If a period of non-communication is detected that is longer than the threshold during the monitoring period, the period of non-communication is flagged. The flagged period of non-communication can then be used to evaluate how a contact center agent is performing.

Abstract translation: 检测与第一方和第二方之间的通信会话相关联的事件。 该事件与通信会话有关。 例如，事件可以是在通信会话中说出的短语或呼叫进行屏幕到联络中心代理的呈现。 在这一点上，在与该事件相关联的监视期间期间，分析满足定义的阈值的非通信周期的通信会话。 如果在监视期间检测到长于阈值的非通信周期，则标记非通信的周期。 然后可以使用非通信标记的时间段来评估联络中心代理如何执行。