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公开(公告)号：US20150006143A1
公开(公告)日：2015-01-01
申请号：US13929090
申请日：2013-06-27
Applicant: Avaya Inc.
Inventor： David Skiba , George Erhart , Lee Becker , Valentine C. Matula
IPC: G06F17/28
CPC classification number: G06F17/271 , G06F17/275 , G06F17/2785 , G06F17/289
Abstract: A semantic translation model system is described along with various methods and mechanisms for administering the same. The semantic translation model system proposed herein creates an intermediate representation and a knowledge base in multiple languages, reducing the amount of time and expensive resources typically required for translation and automatic response to written communications. The system also removes the problem of a translation being influenced by a person's writing style and human misinterpretation and provides ongoing translation to keep the system current.
Abstract translation: 描述语义翻译模型系统以及用于管理它的各种方法和机制。 本文提出的语义翻译模型系统以多种语言创建了中间表示和知识库，减少了翻译所需的时间和昂贵的资源以及对书面通信的自动响应。 该系统还消除了翻译受到人的写作风格和人类误解的影响的问题，并提供正在进行的翻译以保持系统的最新状态。
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公开(公告)号：US20140321633A1
公开(公告)日：2014-10-30
申请号：US13872563
申请日：2013-04-29
Applicant: AVAYA INC.
Inventor： George Erhart , Valentine C. Matula , David Skiba
CPC classification number: G06Q10/063118 , H04M3/5175 , H04M2203/402 , H04M2203/405
Abstract: A prioritization and time allocation by customer service is provided, whereby the customer service agents are incentivized to accept those tasks which more closely align with the objectives of a call center. Individual agents will then be able to pursue their own methodology to achieve their own goals and, in the process, pursue an objective of the contact center.
Abstract translation: 提供客户服务的优先次序和时间分配，从而鼓励客户服务代理人接受与呼叫中心更紧密一致的任务。 然后，个人代理人将能够追求自己的方法来实现自己的目标，并在此过程中追求联络中心的目标。
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公开(公告)号：US20140270145A1
公开(公告)日：2014-09-18
申请号：US13833453
申请日：2013-03-15
Applicant: AVAYA INC.
Inventor： George Erhart , Valentine C. Matula , David Skiba
IPC: H04M3/523
CPC classification number: H04M3/523 , H04M3/5166 , H04M3/5235 , H04M2203/655
Abstract: A system can determine a best routing of a customer contact based on analysis of one or more automatically generated answers. A customer may provide an inquiry through a social media contact. The contact center can analyze the inquiry to generate one or more automated answers. The system then analyzes the automated answers. The analysis may include studying various attributes of the answer, either in relation to the inquiry or based in historical data. From the analysis, the system can modify the answers and/or provide a different or improved pool of agents to handle the contact. Thus, an improved set of answers and agents is provided for managing the contact.
Abstract translation: 系统可以基于对一个或多个自动生成的答案的分析来确定客户联系人的最佳路由。 客户可以通过社交媒体联系人提供查询。 联络中心可以分析查询以生成一个或多个自动答案。 系统然后分析自动答案。 分析可以包括研究答案的各种属性，无论是关于查询还是基于历史数据。 从分析中，系统可以修改答案和/或提供不同或改进的代理池来处理联系人。 因此，提供了一组改进的答案和代理来管理联系人。
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14.发明申请公开(公告)号：US20130254170A1
公开(公告)日：2013-09-26
申请号：US13899286
申请日：2013-05-21
Applicant: Avaya Inc
Inventor： George Erhart , Valentine C. Matula , David Skiba
IPC: G06F17/30
CPC classification number: G06F17/30554 , H04L29/12594 , H04L61/30 , H04L67/22
Abstract: A server executing a social media identity and discovery application and method are provided that scan social networking sites for communications. The target content is found with content indicators when communications are put on a social networking site. The content is recorded and evaluated. If the identified content is contextually significant, the alias and the user account data and/or user data from public records are correlated based on keywords and/or events, and a notification of the correlation is sent to an agency, agent, or a contact center system. The agent or agency may verify that the identity of a poster has been accurately correlated with a customer record in the database or with user data from public records. The agent, the agency, or the system has the opportunity to respond to the communication, despite the anonymity of the poster on the social networking site.
Abstract translation: 提供了执行社交媒体身份和发现应用程序和方法的服务器，其扫描社交网站进行通信。 当通信被放置在社交网站上时，找到目标内容与内容指示符。 内容被记录和评估。 如果所识别的内容是上下文重要的，则来自公共记录的别名和用户帐户数据和/或用户数据基于关键字和/或事件相关联，并且将相关通知发送到代理，代理或联系人 中心系统。 代理或代理可以验证海报的身份是否已经与数据库中的客户记录或公共记录中的用户数据精确地相关。 代理商，代理机构或系统有机会回应通信，尽管社交网站上的海报匿名。
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公开(公告)号：US11120410B2
公开(公告)日：2021-09-14
申请号：US15993280
申请日：2018-05-30
Applicant: Avaya Inc.
Inventor： David Skiba , Valentine C. Matula , George Erhart
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.
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Patent Agency Ranking
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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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：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：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
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.
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