公开(公告)号：US09444940B2

公开(公告)日：2016-09-13

申请号：US14085464

申请日：2013-11-20

Applicant: Avaya, Inc.

Inventor： David Skiba ,  George Erhart ,  Lee Becker

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

CPC classification number: H04M3/5233 ,  H04M3/5183 ,  H04M2203/655

Abstract: Contact centers employ agents to provide services to customers. In particular, artificial agents are provided that have a rich background and continuing life with the realm of social media. The artificial agent's profile is selected in accord with the profiles of current or prospective customers. As the customers age and progress in life, the artificial agent profile is updated in accord with the customers' changing profiles and similarly ages and progresses in life. When a customer desires to interact with artificial agent, for a purpose provided by a contact center, a human agent may be provided the profile and/or history of the artificial agent so as to impersonate the artificial agent and promote the relationship with the customer.

Abstract translation: 联络中心聘请代理人为客户提供服务。 特别是提供了具有丰富背景和持续生活的人造物件与社交媒体的领域。 根据现有客户或潜在客户的情况选择人造剂的简介。 随着客户的年龄和生活进步，人工代理人资料根据客户变化的情况和年龄以及生活进度等进行更新。 当客户希望与人造剂进行交互时，为了由联络中心提供的目的，可以向人类代理人提供人造代理的简档和/或历史，以假冒人造剂并促进与客户的关系。

公开(公告)号：US09438732B2

公开(公告)日：2016-09-06

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: G10L21/00 ,  H04M3/51 ,  G06F17/28 ,  G06Q50/00 ,  G10L15/18 ,  H04L12/58 ,  G06F17/27

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。 系统可以通过在社交媒体消息中识别消息/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：US20150172145A1

公开(公告)日：2015-06-18

申请号：US14133251

申请日：2013-12-18

Applicant: Avaya, Inc.

Inventor： David Skiba ,  George Erhart ,  Lee Becker

IPC: H04L12/26 ,  H04L29/08

CPC classification number: H04L67/10 ,  H04L67/22 ,  H04W4/21

Abstract: Social media websites occasionally experience a spike in activity known as a viral event or “going viral.” While some viral events are purely entertainment based, such as the latest cat video, other viral events can be specifically relevant to a domain, such as an industry or business. A social media event, such as a common thread of posts, may attract no more than the usual amount of interest or it may be about to “go viral.” As provided herein, social media events may be monitored and evaluated for virality. If an event indicates it will go viral, but has not yet done so, an affected party may be made aware of the event and take steps to curtail negative viral events or to leverage, or even promote, positive viral events.

Abstract translation: 社交媒体网站偶尔会经历一场被称为病毒性事件或“病毒性”的活动。虽然一些病毒性事件纯粹是基于娱乐的，例如最新的猫视频，但是其他病毒事件可以与域名特别相关，例如 行业或业务。 社交媒体事件，例如公共帖子的帖子，可能会吸引不超过通常的兴趣数量，或者可能会“病毒化”。如本文所述，社交媒体活动可能会被监视和评估为病毒。 如果一个事件表明它会病毒，但还没有这样做，可能会使受影响的一方了解该事件，并采取措施减少病毒性病毒事件或利用，甚至促进积极的病毒事件。

公开(公告)号：US08964962B1

公开(公告)日：2015-02-24

申请号：US14043266

申请日：2013-10-01

Applicant: Avaya Inc.

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

IPC: H04M3/00 ,  H04M3/51

CPC classification number: H04M3/5183 ,  H04M2203/252 ,  H04M2203/552 ,  H04M2203/556

Abstract: An automatic timeline and topic normalization mechanism is described along with various methods and systems for administering the same. The temporal correction system proposed herein creates fully interpreted and reordered representations of events within and external to a dialog, reducing the amount of time and expensive resources typically required for reading, comprehension, and response to written communications.

Abstract translation: 描述了自动时间轴和主题归一化机制以及用于管理它的各种方法和系统。 本文提出的时间校正系统创建对话内部和外部的事件的完全解释和重新排序的表示，减少了对书面通信的阅读，理解和响应通常需要的时间量和昂贵的资源。

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：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：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。