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。

公开(公告)号：US09542455B2

公开(公告)日：2017-01-10

申请号：US14103003

申请日：2013-12-11

Applicant: Avaya, Inc.

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

IPC: G06F7/02 ,  G06F17/30 ,  H04L12/58 ,  G06Q10/10 ,  G06Q50/00

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：US09451085B2

公开(公告)日：2016-09-20

申请号：US14047812

申请日：2013-10-07

Applicant: Avaya Inc.

Inventor： David Skiba ,  George W. Erhart ,  Lee Becker

IPC: G06F15/16 ,  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 include derogatory or nefarious content. The system can review messages to identify the message as nefarious and identify the poster as a social media provocateur. The system may then automatically respond to the nefarious content. Further, the system may prevent future nefarious conduct by the identified social media provocateur by executing one or more automated procedures.

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。 消息可能包括贬损或恶意内容。 该系统可以查看消息，将消息识别为恶意，并将该标签识别为社交媒体挑衅者。 然后系统可以自动响应恶意内容。 此外，该系统可以通过执行一个或多个自动化程序来防止所识别的社交媒体挑衅者的未来恶意行为。

公开(公告)号：US20150139416A1

公开(公告)日：2015-05-21

申请号：US14085464

申请日：2013-11-20

Applicant: Avaya, Inc.

Inventor： David Skiba ,  George Erhart ,  Lee Becker

IPC: H04M3/523

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：US20150073774A1

公开(公告)日：2015-03-12

申请号：US14023967

申请日：2013-09-11

Applicant: Avaya Inc.

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

IPC: G06F17/27

CPC classification number: G06F17/2785 ,  G06F17/2735

Abstract: Methods and systems for automatically extending a sentiment dictionary are provided. Starting with an initial set of elements (e.g., words, emoticons, etc.) having a known sentiment, messages can be analyzed for words frequently appearing in association with such words. As a result the frequently appearing words may then be associated with a sentiment and used to help determine the sentiment of a message.

Abstract translation: 提供了自动扩展情绪词典的方法和系统。 从具有已知情绪的初始元素集合（例如，单词，表情符号等）开始，可以分析与这些单词相关联地经常出现的单词的消息。 因此，频繁出现的词语可能与情绪相关联，并用于帮助确定消息的情绪。