公开(公告)号：US10728359B2

公开(公告)日：2020-07-28

申请号：US13928532

申请日：2013-06-27

Applicant: Avaya Inc.

Inventor： Reinhard P. Klemm ,  Doree Duncan Seligmann

IPC: H04L29/08 ,  H04W4/21

Abstract: An event selection system for computing user migration pattern across social network pages is provided. The event selection system includes a monitor module to monitor predetermined activities of social media users on preconfigured resources. The event selection system further includes a profile module to build a social media user profile based on the monitored activities of the social media users. The event selection system further includes a computing module to compute user migration patterns based on the social media user profiles. The event selection system further includes a display module to display the user migration patterns on a system user terminal. The event selection system further includes a reporting module configured to produce a report based on the monitored social media user activities.

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：US09491295B2

公开(公告)日：2016-11-08

申请号：US14674560

申请日：2015-03-31

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Reinhard P. Klemm

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

CPC classification number: H04M3/5233 ,  H04M2201/18 ,  H04M2203/555

Abstract: An agent selection system for selecting agents during call routing in a contact center is provided. The agent selection system includes a data mining module to mine agent related data from preconfigured resources e.g., social networking sites. The agent selection system further includes a profile module to build one or more agent profile based on the mined agent related data. The agent selection system further includes a mapping module configured to map a customer profile in a customer work request with the one or more agent profile. The agent selection system further includes a selection module to select an agent for handling the customer work request based on mapping between the customer profile and the one or more agent profile.

Abstract translation: 提供了一种用于在联络中心的呼叫路由期间选择代理的代理选择系统。 代理选择系统包括数据挖掘模块，用于从预先配置的资源（例如，社交网络站点）向矿工代理相关数据。 代理选择系统还包括简档模块，用于基于开采代理相关数据构建一个或多个代理简档。 代理选择系统还包括映射模块，配置成将客户工作请求中的客户简档与一个或多个代理简档进行映射。 代理选择系统还包括选择模块，用于基于客户简档和一个或多个代理简档之间的映射来选择用于处理客户工作请求的代理。

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：US20130170637A1

公开(公告)日：2013-07-04

申请号：US13789160

申请日：2013-03-07

Applicant: AVAYA INC.

Inventor： Reinhard P. Klemm ,  Shmuel Shaffer

IPC: H04M3/51

CPC classification number: H04M3/5191 ,  G06Q10/00 ,  G06Q30/016

Abstract: A system for providing customized customer service interaction between a user and an enterprise is disclosed. The system includes a badge and a badge reader. The badge is installed at a user device, and the badge reader is installed at the enterprise. The badge is configured to generate an access key for a customer's social network account based on a customer's work request to the enterprise. The badge reader is configured to retrieve user data as permitted by the associated access key from the badge, and route a work request of the user to a suitable agent of the enterprise based on the user data.

Abstract translation: 公开了一种用于在用户和企业之间提供定制的客户服务交互的系统。 系统包括徽章和徽章阅读器。 徽章安装在用户设备上，徽章阅读器安装在企业中。 该徽章被配置为基于客户对企业的工作请求为客户的社交网络帐户生成访问密钥。 徽章读取器被配置为从徽章检索由相关联的访问密钥允许的用户数据，并且基于用户数据将用户的工作请求路由到企业的合适代理。

公开(公告)号：US09426289B2

公开(公告)日：2016-08-23

申请号：US14024674

申请日：2013-09-12

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Reinhard P. Klemm

IPC: H04M3/493 ,  G06Q50/00 ,  G06Q30/02 ,  H04M3/51

CPC classification number: H04M3/493 ,  G06Q30/02 ,  G06Q50/01 ,  H04M3/5166 ,  H04M3/5191 ,  H04M2203/655

Abstract: Techniques for topical customer service menu reconfiguration based on social media are claimed. In one embodiment, for example, an apparatus may comprise a social media gateway and an adjustment component. The social media gateway may be operative to receive social media information from one or more social media networks. The adjustment component may be operative to data mine the social media information to extract one or more characteristics, infer a trend from the extracted one or more characteristics, and adjust a customer service menu tree based upon the inferred trend. Other embodiments are described and claimed.

Abstract translation: 声称基于社交媒体进行局部客户服务菜单重新配置的技术。 在一个实施例中，例如，设备可以包括社交媒体网关和调整组件。 社交媒体网关可以用于从一个或多个社交媒体网络接收社交媒体信息。 调整组件可以用于数据挖掘社交媒体信息以提取一个或多个特征，从所提取的一个或多个特征推断趋势，并且基于推断的趋势来调整客户服务菜单树。 描述和要求保护其他实施例。

公开(公告)号：US20150379527A1

公开(公告)日：2015-12-31

申请号：US14319019

申请日：2014-06-30

Applicant: Avaya Inc.

Inventor： David Skiba ,  Peter Finney ,  Andrew Maher ,  Reinhard P. Klemm

IPC: G06Q30/02 ,  H04L29/08 ,  G06Q50/00 ,  G06F17/30

CPC classification number: G06Q30/0201 ,  G06F16/955 ,  G06Q50/01 ,  H04L67/22 ,  H04L67/306

Abstract: Derivative network profile is provided for determining a more complete picture of a customer on a social media website or websites for improved customer interactions. A customer may have a social media presence with any number of connections to other individuals, businesses, etc. As provided herein, the relevancy of those connections is determined within the context of a “seed” or business purpose. As a benefit, a customer who may share a substantial amount of information (e.g., funny videos, favorite sports teams, etc.) with a large pool of connections, may have a particular relationship identified (e.g., a more obscure relative who travels frequently) when a contact center is interacting with the customer with respect to the business purpose (e.g., providing travel-related services to the customer).

Abstract translation: 提供衍生网络配置文件，用于在社交媒体网站或网站上确定客户的更完整图片，以改善客户互动。 客户可能有与其他个人，企业等的任何数量的连接的社交媒体存在。如本文所提供的，这些连接的相关性在“种子”或业务目的的上下文中确定。 作为一个好处，可能与大量连接共享大量信息（例如，有趣的视频，喜爱的运动队等）的客户可能会确定一个特定的关系（例如，一个更模糊的亲戚经常旅行 ）当一个联络中心与客户在业务目的上进行交互时（例如，向客户提供旅游相关服务）。

公开(公告)号：US09106750B2

公开(公告)日：2015-08-11

申请号：US13971599

申请日：2013-08-20

Applicant: Avaya Inc.

Inventor： Reinhard P. Klemm ,  Parameshwaran Krishnan ,  Doree D. Seligmann ,  Navjot Singh

IPC: H04M3/523

CPC classification number: H04M3/5233

Abstract: The system and method enable an agent to be able to select a contact (e.g., a voice call or email from a customer) from a contact queue in a contact center. As contacts come into a contact center, the contacts are placed in the contact queue. An agent in the contact center is presented with the contacts along with a profile that is associated with each of the contacts. The profile may contain information about the contacts such as an attitude of the contact, a conversation style of the contact, a sentiment of the contact, and the like. The agent selects one of the contacts in the contact queue. The selected contact is then sent to the agent for handling.

Abstract translation: 系统和方法使得代理能够从联络中心的联系人队列中选择联系人（例如，来自客户的语音呼叫或电子邮件）。 当联系人进入联络中心时，联系人将被放置在联系人队列中。 联络人中心的代理人将显示联系人以及与每个联系人相关联的个人资料。 简档可以包含关于联系人的信息，例如联系人的态度，联系人的对话风格，联系人的情绪等。 代理选择联系人队列中的一个联系人。 所选的联系人然后被发送到代理处理。

公开(公告)号：US20150055772A1

公开(公告)日：2015-02-26

申请号：US13971599

申请日：2013-08-20

Applicant: Avaya Inc.

Inventor： Reinhard P. Klemm ,  Parameshwaran Krishnan ,  Doree D. Seligmann ,  Navjot Singh

IPC: H04M3/523

CPC classification number: H04M3/5233

Abstract: The system and method enable an agent to be able to select a contact (e.g., a voice call or email from a customer) from a contact queue in a contact center. As contacts come into a contact center, the contacts are placed in the contact queue. An agent in the contact center is presented with the contacts along with a profile that is associated with each of the contacts. The profile may contain information about the contacts such as an attitude of the contact, a conversation style of the contact, a sentiment of the contact, and the like. The agent selects one of the contacts in the contact queue. The selected contact is then sent to the agent for handling.

Abstract translation: 系统和方法使得代理能够从联络中心的联系人队列中选择联系人（例如，来自客户的语音呼叫或电子邮件）。 当联系人进入联络中心时，联系人将被放置在联系人队列中。 联络人中心的代理人将显示联系人以及与每个联系人相关联的个人资料。 简档可以包含关于联系人的信息，例如联系人的态度，联系人的对话风格，联系人的情绪等。 代理选择联系人队列中的一个联系人。 所选的联系人然后被发送到代理处理。

公开(公告)号：US20140379419A1

公开(公告)日：2014-12-25

申请号：US13922528

申请日：2013-06-20

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Reinhard P. Klemm

IPC: G06Q30/02

CPC classification number: G06Q30/0201

Abstract: A method and a system for adaptive outbound campaign are provided. The system includes a monitoring module for real-time monitoring of public sentiment to an outbound campaign. Further, the system includes an adaptive module communicably coupled to the monitoring module. The adaptive module further adapts one or more parameters corresponding to the outbound campaign based on the monitored public sentiment.

Abstract translation: 提供了一种自适应出站活动的方法和系统。 该系统包括一个监控模块，用于实时监测对外宣传的公众情绪。 此外，该系统包括可通信地耦合到监视模块的自适应模块。 基于受监视的公众情绪，自适应模块进一步调整对应于出站活动的一个或多个参数。