公开(公告)号：US09258421B2

公开(公告)日：2016-02-09

申请号：US14268966

申请日：2014-05-02

Applicant: Avaya, Inc.

Inventor： Valentine C. Matula ,  Keith Ponting

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5175 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/51 ,  H04M3/5133

Abstract: Agents of a contact center often encounter conversational delays when speaking with a customer. These delays may be introduced by transmission delays, which include the distance between the agent and the customer, and processing delays, such as those introduced by systems and processes within a contact center. By providing an agent with information based on the amount of the delay, the agent can be prompted to overtalk the customer by a target amount. As a result, the customer may experience a more natural conversation with the agent. Furthermore, if a customer prefers more or less of a delay, such as based on their cultural norms, the delay may be modified to account for those cultural norms and better accommodate the conversational preferences of a diverse customer base.

公开(公告)号：US20150364130A1

公开(公告)日：2015-12-17

申请号：US14301901

申请日：2014-06-11

Applicant: Avaya Inc.

Inventor： Keith Ponting ,  Rein Sikveland ,  David Zeitlyn

IPC: G10L15/02 ,  G10L15/20

CPC classification number: G10L17/00 ,  G10L25/03 ,  G10L25/48

Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for analyzing a conversation between a plurality of participants. In a particular embodiment, a method provides determining a first speaker from the plurality of participants and determining a second speaker from the plurality of participants. The method further provides determining a first plurality of turns comprising portions of the conversation when the first speaker is speaking and determining a second plurality of turns comprising portions of the conversation when the second speaker is speaking The method also provides determining per-turn statistics for turns of the first and second pluralities of turns and identifying phases of the conversation based on the per-turn statistics.

Abstract translation: 本文公开的实施例提供用于分析多个参与者之间的对话的系统，方法和计算机可读介质。 在特定实施例中，一种方法提供从多个参与者确定第一说话者并从多个参与者确定第二发言者。 该方法进一步提供了当第一说话者正在说话时确定包括对话部分的第一多个匝数，并且当第二说话人在说话时确定包括会话部分的第二组匝数。该方法还提供确定每匝数的转弯 的第一和第二多个轮回，并基于每转统计量识别对话的阶段。