公开(公告)号：US20160286047A1

公开(公告)日：2016-09-29

申请号：US14670789

申请日：2015-03-27

Applicant: Avaya Inc.

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

IPC: H04M3/523 ,  G06Q10/10 ,  H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/06311 ,  G06Q10/1097 ,  H04M3/5233 ,  H04M2203/402

Abstract: An agent may be qualified to perform a number of tasks, each requiring different levels of mental and/or physical ability. Prior to scheduling the agent to work a particular task, a scheduling process receives biometric data for the agent and, based on the biometric data and the demands of the various tasks, schedules the agent to work on one task versus another task. As a benefit, the agent's present abilities and/or impairments may be better utilized by scheduling the agent to perform tasks for which they are better suited and/or not scheduling the agent to perform tasks for which they are less well suited. Agents may be incentivized to provide the biometric data and/or maintain their ability to be able to perform certain tasks.

Abstract translation: 代理人可能有资格执行许多任务，每个任务需要不同级别的精神和/或身体能力。 在安排代理工作特定任务之前，调度过程接收代理的生物特征数据，并且基于生物特征数据和各种任务的需求，安排代理在一个任务上对另一任务进行工作。 作为一个好处，代理的当前能力和/或损害可以通过调度代理来执行它们更适合的任务和/或不调度代理执行他们不太适合的任务来更好地利用。 可以激励代理提供生物特征数据和/或维持其能够执行某些任务的能力。

公开(公告)号：US09378459B2

公开(公告)日：2016-06-28

申请号：US13928832

申请日：2013-06-27

Applicant: Avaya Inc.

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

IPC: G06N5/02

CPC classification number: G06N5/022

Abstract: Automated method and systems are provided for determining a gap exists in an enterprise's knowledge base. Once a gap is determined, a question is developed in accord with the gap. An answer is then developed to answer the question and the knowledge base is updated accordingly. The source of the information may be cross-domain information such that an enterprise may include relevant information, and/or more usable information, than what could be otherwise provided by information limited to the enterprise's domain.

Abstract translation: 提供了自动化方法和系统，用于确定企业知识库中存在的差距。 一旦确定了差距，就会根据差距制定一个问题。 然后开发一个答案来回答这个问题，相应地更新知识库。 信息的来源可以是跨域信息，使得企业可以包括相关信息和/或更多的可用信息，而不是限于企业域的信息可能提供的信息。

公开(公告)号：US09232064B1

公开(公告)日：2016-01-05

申请号：US14573417

申请日：2014-12-17

Applicant: Avaya Inc.

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

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06Q10/06

CPC classification number: G06Q10/063112

Abstract: Contact center strived to provide needed skills in close proximity to an anticipated demand for the skills. Skills may be needed to replace agents that are reassigned or that are no longer agents of the contact center. Training and recruitment of agents represents a significant investment in time money and other agents for a contact center. Determining a trajectory for a particular candidate to acquire the needed skill, at a point before the contact center fully invests in training, allows the agent to be excluded from future training should the agent not perform as expected were in the performance is measured at least one midpoint towards acquisition of the needed skill. As a benefit, agents can be directed towards acquiring the needed skills from other sources.

Abstract translation: 联络中心努力提供所需的技能，靠近预期的技能需求。 可能需要技能来替换重新分配的代理人，或者不再是联络中心的代理商。 代理商的培训和招聘代表了对联络中心的时间和其他代理商的大量投资。 确定特定候选人获得所需技能的轨迹，在联络中心完全投入培训之前，允许代理人从未来的培训中排除未来的培训，如果代理人不按预期执行的绩效是至少测量一个 中点，以获得所需的技能。 作为一个好处，代理商可以从其他来源获取所需的技能。

公开(公告)号：US20150170152A1

公开(公告)日：2015-06-18

申请号：US14104471

申请日：2013-12-12

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Reinhard P. Klemm ,  David Skiba

IPC: G06Q30/00 ,  H04L12/58 ,  G06Q50/00

CPC classification number: G06Q30/016 ,  G06Q50/01 ,  H04L51/32

Abstract: A contact center system can receive messages from social media sites or centers. The messages may include a problem encountered by a customer. The system can review messages to identify the problem and any solution provided in the social media. The system may then automatically retrieve, store, and repurpose the solution. Thus, the system uses the discovered solution to respond to future occurrences of the problem.

Abstract translation: 联络中心系统可以接收来自社交媒体网站或中心的消息。 消息可能包括客户遇到的问题。 系统可以查看消息以识别问题以及社交媒体中提供的任何解决方案。 然后，系统可以自动检索，存储和重新使用解决方案。 因此，系统使用发现的解决方案来应对未来出现的问题。

公开(公告)号：US20150163358A1

公开(公告)日：2015-06-11

申请号：US14103144

申请日：2013-12-11

Applicant: Avaya, Inc.

Inventor： Reinhard Klemm ,  George Erhart ,  Lee Becker ,  David Skiba

IPC: H04M3/493 ,  H04M3/42 ,  G06F17/28

CPC classification number: G06Q30/01 ,  G06F17/2881

Abstract: Contact centers may incorporate automated agents to respond to inquiries. The inquiries may solicit a substantive response, for example, by providing a time when the inquiry asks for the departure time for a flight. Such responses omit the normal conversational subject matter used to embellish person-to-person conversations and appear are very machine-like. Herein, a source of user context, such as a social media website, customer database, or other data, is accessed. Certain aspects of the customer may then be identified and used to embellish the reply with additional and/or alternative content. As a result, the reply may be more conversational.

Abstract translation: 联络中心可以结合自动化代理来回应查询。 查询可以征求实质性答复，例如，提供询问要求航班起飞时间的时间。 这样的答复省略了用于修饰个人对人对话的正常对话主题，并且出现非常类似机器。 这里，访问诸如社交媒体网站，客户数据库或其他数据的用户上下文来源。 然后可以识别客户的某些方面并用于用附加和/或替代内容来修饰该回复。 因此，答复可能会更多的对话。

公开(公告)号：US20150161216A1

公开(公告)日：2015-06-11

申请号：US14103003

申请日：2013-12-11

Applicant: Avaya, Inc.

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

IPC: G06F17/30 ,  H04L12/58

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。

公开(公告)号：US20150006460A1

公开(公告)日：2015-01-01

申请号：US13928832

申请日：2013-06-27

Applicant: Avaya Inc.

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

IPC: G06N5/02

CPC classification number: G06N5/022

Abstract: Automated method and systems are provided for determining a gap exists in an enterprise's knowledge base. Once a gap is determined, a question is developed in accord with the gap. An answer is then developed to answer the question and the knowledge base is updated accordingly. The source of the information may be cross-domain information such that an enterprise may include relevant information, and/or more usable information, than what could be otherwise provided by information limited to the enterprise's domain.

Abstract translation: 提供了自动化方法和系统，用于确定企业知识库中存在的差距。 一旦确定了差距，就会根据差距制定一个问题。 然后开发一个答案来回答这个问题，相应地更新知识库。 信息的来源可以是跨域信息，使得企业可以包括相关信息和/或更多的可用信息，而不是由限于企业域的信息可能提供的信息。

公开(公告)号：US20140303981A1

公开(公告)日：2014-10-09

申请号：US14021889

申请日：2013-09-09

Applicant: Avaya Inc.

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

IPC: G10L15/18 ,  G06F17/28 ,  G06Q50/00

CPC classification number: H04M3/5175 ,  A47L13/20 ,  G06F17/27 ,  G06F17/28 ,  G06Q50/01 ,  G10L15/18 ,  G10L15/1822 ,  H04L51/046 ,  H04L51/32 ,  H04M2201/18 ,  H04M2203/357 ,  H04M2203/551

Abstract: A contact center system can receive messages from social media sites or centers. The messages may be in a foreign language. The system can review messages by identifying content in the social media messages with negative/positive sentiment and then identify a seed term in the messages. A seed term can be a word in another language, different from the message body. The seed term is then used to find one or more other words, in the foreign language, that are correlated with the seed term. The identification of the found words in other messages can then be used to determine sentiment in the foreign language.

Abstract translation: 联络中心系统可以接收来自社交媒体网站或中心的消息。 消息可能是外语。 该系统可以通过在社交媒体消息中识别消极/积极情绪的内容来查看消息，然后在消息中识别种子字词。 种子术语可以是另一种语言的单词，不同于消息体。 然后使用种子术语来查找与种子术语相关的一种或多种其他外语词。 其他消息中找到的单词的识别可以用于确定外语的情绪。

公开(公告)号：US20140301540A1

公开(公告)日：2014-10-09

申请号：US14023018

申请日：2013-09-10

Applicant: Avaya Inc.

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

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  A47L13/20 ,  G06F17/27 ,  G06F17/28 ,  G06Q50/01 ,  G10L15/18 ,  G10L15/1822 ,  H04L51/046 ,  H04L51/32 ,  H04M2201/18 ,  H04M2203/357 ,  H04M2203/551

Abstract: A contact center system can receive messages from consumers. The system can then interact with the consumer or customer using a dialog. Before conducting the session with the consumer, past interactions using the dialog are reviewed to determine words, phrases, and other information that caused the dialog to be successful. The information is stored as norms. Upon beginning a new interaction with the dialog, the norms and the past successful dialogs are retrieved and compared to the active dialog while the interaction is on-going. The comparison is then used to ensure that the present active dialog will lead to a successful outcome or to resolve any issued if the outcome is not likely to be successful.

Abstract translation: 联络中心系统可以接收消费者的消息。 然后，系统可以使用对话框与消费者或客户进行交互。 在与消费者进行会议之前，将审查使用对话框的过去交互，以确定导致对话框成功的单词，短语和其他信息。 信息存储为规范。 在与对话框开始新的交互之后，将会检索规范和过去成功的对话框，并将其与活动对话框进行比较，同时进行交互。 然后使用比较来确保当前的活动对话将导致成功的结果，或者如果结果不太可能成功，则解决任何已发布的对话。

公开(公告)号：US20140297764A1

公开(公告)日：2014-10-02

申请号：US14020674

申请日：2013-09-06

Applicant: Avaya Inc.

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

IPC: H04L12/58

CPC classification number: H04M3/5175 ,  A47L13/20 ,  G06F17/27 ,  G06F17/28 ,  G06Q50/01 ,  G10L15/18 ,  G10L15/1822 ,  H04L51/046 ,  H04L51/32 ,  H04M2201/18 ,  H04M2203/357 ,  H04M2203/551

Abstract: A contact center system can receive messages from social media sites or centers. The system can review long messages by identifying content in the long message with negative sentiment. The content with negative sentiment is further analyzed to determine whether the identified content is actionable. If the identified content is actionable, the communication system can automatically routed the long message to an agent for response.

Abstract translation: 联络中心系统可以接收来自社交媒体网站或中心的消息。 系统可以通过在长消息中识别内容以负面情绪来查看长消息。 进一步分析具有消极情绪的内容，以确定所识别的内容是否可操作。 如果所识别的内容是可操作的，则通信系统可以将长消息自动路由到代理以作出响应。