公开(公告)号：US20170286708A1

公开(公告)日：2017-10-05

申请号：US15086424

申请日：2016-03-31

Applicant: Avaya Inc.

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

IPC: G06F21/62 ,  G06F21/56

CPC classification number: G06F21/6218 ,  G06F21/56 ,  G06F21/57 ,  Y10S901/50

Abstract: A robotic customer service agent (“robot”) is provided to a service location. The robot may present a number of security concerns that, whether realized or not, present barriers to acceptance. A robot is provided that is determined to be in compliance with a security criteria. The security criteria may be related to software (e.g., running anti-virus software), hardware (e.g., an added camera is secure), communication (e.g., no unexpected communications), or other aspect. Should the robot be in compliance, it may operate in a secure mode, such as to perform or access more sensitive information. If the robot is not in compliance, the robot is operated in a non-secure mode, such as to block data transmissions, information capturing, or other process or operation that may present a security risk.

公开(公告)号：US20170285628A1

公开(公告)日：2017-10-05

申请号：US15086335

申请日：2016-03-31

Applicant: Avaya Inc.

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

IPC: G05D1/00 ,  B25J13/00

CPC classification number: G05D1/0016 ,  B25J9/1674 ,  B25J11/008 ,  B25J13/006 ,  G05D1/0022 ,  G06Q10/00 ,  H04L12/00 ,  Y10S901/01 ,  Y10S901/02

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.

公开(公告)号：US20170282375A1

公开(公告)日：2017-10-05

申请号：US15086478

申请日：2016-03-31

Applicant: Avaya Inc.

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

IPC: B25J11/00 ,  B25J13/00

CPC classification number: B25J11/0015 ,  B25J9/1674 ,  B25J9/1697 ,  B25J11/0005 ,  B25J11/008 ,  B25J13/006 ,  B25J19/023 ,  G05B2219/39387 ,  G05B2219/40202 ,  G05B2219/40411 ,  G05B2219/45084 ,  G06N3/008 ,  Y10S901/01

Abstract: A customer service robot may be limited to a maximum physical ability, such as speed of travel, speed of a robotic arm, etc. However, certain customers may be uncomfortable with a robot operating at the maximum capacity. Accordingly, a customer may have an attribute associated with a performance-limiting criteria. The criteria then limits the robot to operations within operational parameters associated with the performance-limiting criteria. As a benefit, a robot may be transformed to provide a better customer service experience by working quickly to address a customer service task, but within the confines of what a particular customer, or customer type, may consider comfortable or acceptable.

公开(公告)号：US20170282362A1

公开(公告)日：2017-10-05

申请号：US15086303

申请日：2016-03-31

Applicant: Avaya Inc.

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

IPC: B25J9/16

CPC classification number: B25J11/008 ,  B25J9/1602 ,  G05B2219/45084

Abstract: Robotic customer service agents are provided such that, when properly configured, they are operable to perform a customer service task. A contact center may dispatch a robot, an accessory for a customer-owned robot, or instructions to transform an unconfigured robot, such as a generic robot, into a configured robot operable to perform the task. The robot may provide certain data to a contact center or a third-party to ensure compliance with operating practices to protect persons, property, and data and reduce the unnecessary acquisition of sensitive data, as well as, execute on-board risk mitigation applications.

公开(公告)号：US20170214650A1

公开(公告)日：2017-07-27

申请号：US15006293

申请日：2016-01-26

Applicant: Avaya Inc.

Inventor： Mehmet Balasaygun ,  Rajeshwari Edamadaka ,  Jonathan Mark Silverman ,  David Skiba

IPC: H04L12/58 ,  H04L29/08

CPC classification number: H04L51/36 ,  H04L51/00 ,  H04L51/10 ,  H04L65/4007

Abstract: First communication information is received from a first communication session in a first communication medium. The first information has an associated first topic identifier. The first communication information may be a media stream, such as a voice media stream. Second communication information is received from a second communication session in a second communication medium associated with the first topic identifier. The first and second communication mediums are different communication mediums. The second communication session occurs after the first communication session has ended. For example, the second communication medium may be an email that occurs after a voice call has completed. The first information and the second information are stored in a first topic record based on the first topic identifier. A user can then access the topic record to view the first and second communication information for the topic.

公开(公告)号：US20170040028A1

公开(公告)日：2017-02-09

申请号：US15296238

申请日：2016-10-18

Applicant: Avaya Inc.

Inventor： Doree Duncan Seligmann ,  Ajita John ,  Michael J. Sammon ,  David Skiba

IPC: G10L21/10 ,  G10L21/028 ,  G06F3/0481 ,  G10L25/51

CPC classification number: G10L21/10 ,  G06F3/04815 ,  G10L15/08 ,  G10L17/06 ,  G10L21/028 ,  G10L25/51 ,  H04R27/00 ,  H04R2227/003 ,  H04R2227/005 ,  H04S3/002 ,  H04S3/008 ,  H04S7/302 ,  H04S7/304 ,  H04S7/40 ,  H04S2400/11 ,  H04S2420/03

Abstract: Embodiments are directed to using a three-dimensional sound space to analyze security surveillance information. According to one embodiment, the three-dimensional sound space can comprise part of a security surveillance system in which sound sources related to security surveillance information can be presented and a user can efficiently navigate even a large number of sound sources in the three-dimensional sound space. Effective audio surveillance relies on the ability of the surveillance personnel to efficiently identify calls that need further analysis and calls that need no further analysis without introducing too many false negative or false positive conditions. Utilization of three-dimensional space described herein can increase the ease with which security analysts review audio content and identify relevant audio content that requires further analysis.

Abstract translation: 实施例涉及使用三维声音空间来分析安全监视信息。 根据一个实施例，三维声音空间可以包括其中可以呈现与安全监视信息相关的声源的安全监视系统的一部分，并且用户可以有效地导航三维声音中的大量声源 空间。 有效的音频监控依赖于监控人员有效识别需要进一步分析和呼叫的呼叫的能力，无需进一步分析，而不会引入太多的假阴性或假阳性条件。 这里描述的三维空间的利用可以增加安全分析者审查音频内容的容易性，并且识别需要进一步分析的相关音频内容。

公开(公告)号：US20170038943A1

公开(公告)日：2017-02-09

申请号：US15296921

申请日：2016-10-18

Applicant: Avaya Inc.

Inventor： Doree Duncan Seligmann ,  Ajita John ,  Michael J. Sammon ,  David Skiba

IPC: G06F3/0481 ,  G06F3/16 ,  G06F17/30 ,  H04S7/00

CPC classification number: G06F3/04815 ,  G06F3/167 ,  G06F17/3074 ,  G06F17/30752 ,  H04R27/00 ,  H04R2227/003 ,  H04R2227/005 ,  H04S3/008 ,  H04S7/302 ,  H04S7/304 ,  H04S7/40 ,  H04S2400/11 ,  H04S2420/03

Abstract: According to one embodiment, audio and non-audio data can be represented as sound sources in a three-dimensional sound space adapted to also provide visual data. Non-audio data can be associated with audio sound sources presented in the sound space. Navigation within this combined three-dimensional audio/visual space can be based primarily on the audio aspects of the sound sources with the details of the non-audio data being presented on demand, for example, when the listener navigates through the combined three-dimensional audio/visual space to a particular sound source at which point the non-audio data associated with that sound source can be presented.

Abstract translation: 根据一个实施例，音频和非音频数据可以被表示为适于也提供可视数据的三维声音空间中的声源。 非音频数据可以与声音空间中呈现的音频声源相关联。 该组合的三维音频/视觉空间内的导航可以主要基于声源的音频方面，其中根据需要呈现非音频数据的细节，例如当听者通过组合的三维 音频/视觉空间到特定声源，在该点可以呈现与该声源相关联的非音频数据。

公开(公告)号：US20160330131A1

公开(公告)日：2016-11-10

申请号：US14704071

申请日：2015-05-05

Applicant: Avaya Inc.

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

IPC: H04L12/923 ,  H04L12/26 ,  H04L29/08

CPC classification number: H04L47/762 ,  H04L41/0896 ,  H04L41/5096 ,  H04L43/0817 ,  H04L43/0876 ,  H04L67/1004 ,  H04L67/322 ,  H04M2203/40 ,  H04W4/18

Abstract: Allocation of resources utilized by a contact center remains a balancing act between the burden of having resources that are generally underutilized and underperforming due to resource constraints. Many contact centers support a variety of communication types (e.g., audio-video, audio, text, email, etc.) associated with a respective communication channel. Communications may be dynamically incentivized or allocated from one communication channel having greater resource demands to another communication channel having lesser resource demands. Additionally, the resources of the contact center may be shared by customers of clients utilizing the contact center. As a result, one customer having a spike in demand may have their, and/or another customer's, communications reallocated to the less demanding channel to manage contact center resource utilization.

Abstract translation: 联络中心利用的资源分配仍然是由于资源限制而使资源普遍利用不足和表现不佳的负担之间的平衡。 许多联络中心支持与各个通信信道相关联的各种通信类型（例如音频视频，音频，文本，电子邮件等）。 通信可以被动态激励或从具有较大资源需求的一个通信信道分配给具有较少资源需求的另一个通信信道。 此外，联络中心的资源可能由使用联络中心的客户的客户共享。 因此，一个需求飙升的客户可能会将他们和/或另一个客户的通信重新分配到要求较低的渠道来管理联络中心的资源利用。

公开(公告)号：US20160283995A1

公开(公告)日：2016-09-29

申请号：US14670830

申请日：2015-03-27

Applicant: Avaya Inc.

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

IPC: G06Q30/06 ,  G06F17/30 ,  H04L12/58

CPC classification number: G06Q30/0613 ,  G06Q30/0623 ,  H04L51/04

Abstract: Even with the best efforts to design and deliver accurate systems with usable interfaces, customers often encounter difficulties in completing a task using an electronic device, such as completing a form on a web page, using a software application, or navigating an interface. This may be due to a programming error, inaccurate instructions, or an unusual situation not contemplated by the programmers or designers. Without interaction with a human agent, a cue may be provided to the user upon detection of an issue for completing the task. A co-browse operation may be automatically initiated to provide a cue selected in accord with the issue that thereby allows the user to complete the task.

Abstract translation: 即使尽可能地设计和提供具有可用界面的准确系统，客户也常常在使用电子设备完成任务时遇到困难，例如使用软件应用程序完成网页上的表单或导航界面。 这可能是由于程序设计错误，指令不正确或程序员或设计人员未考虑的异常情况。 在没有与人类代理的交互的情况下，可以在检测到用于完成任务的问题时向用户提供提示。 可以自动启动共同浏览操作，以提供根据该问题选择的提示，从而允许用户完成该任务。

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。