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公开(公告)号：US11093590B2
公开(公告)日：2021-08-17
申请号：US15086388
申请日：2016-03-31
Applicant: Avaya Inc.
Inventor： George Erhart , David Skiba , Valentine C. Matula
Abstract: Robotic customer service agents are provided such that, when properly authenticated, 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. If the robot, such as the base or entire robot, robot at the service location, an associated user, hardware addition, and/or software addition is authentic, then the robot may be operated in an authenticated mode. If non-authenticated, then the robot may operate in a non-authenticated mode, such as one consisting of one or more tasks or features being disabled. Additionally, authentication may be temporary (e.g., time restricted) or event restricted (e.g., as long as a result stays within a given range, the robot is being observed, etc.).
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公开(公告)号：US10069973B2
公开(公告)日：2018-09-04
申请号：US14834838
申请日：2015-08-25
Applicant: Avaya Inc.
Inventor： David Skiba , Valentine C. Matula , George Erhart
Abstract: Co-browsing sessions provide a way for one party to see exactly what is being displayed on another party's computer or similar device. Co-browsing is particularly useful to an agent to help a customer solve a problem on a computer. Contact centers may determine portions of a co-browsing session that have been successful, capture the associated inputs, and have them play back to future customers. The agent may then be relieved from portions of the co-browsing interaction that are predictable and provide manual inputs having less predictability. The instructions for the automated co-browsing portions may be executed by the agent's device, the customer's device, and/or a server and may appear to the customer to be originating from the agent.
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公开(公告)号：US09866696B2
公开(公告)日：2018-01-09
申请号：US14573898
申请日：2014-12-17
Applicant: Avaya Inc.
Inventor： David Skiba , Valentine C. Matula , George Erhart
CPC classification number: H04M3/5233
Abstract: Customer of a contact center often provide information related to their call that is use to route the call to an appropriate agent. As a result, a work item is created and routed to an agent selected, at least in part, as having a skill associated with the information provided. However, the information is often missing or wrong. As an agent processes the work item, it may become apparent that the work item was misrouted and if the true nature of the work item was known earlier, the work item would have been routed to a different agent. Provided with respect to certain embodiments, misrouted work items are identified and, if appropriate, rerouted to an appropriate agent for processing.
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公开(公告)号：US20170282371A1
公开(公告)日：2017-10-05
申请号：US15086493
申请日：2016-03-31
Applicant: Avaya Inc.
Inventor： George Erhart , Valentine C. Matula , David Skiba
CPC classification number: B25J9/1679 , B25J9/0003 , B25J9/1661 , B25J11/0005 , B25J11/008 , B25J19/023 , G05B2219/40411 , G05B2219/45084 , G06Q30/016
Abstract: A customer service robot may be selected, or configured, to address a particular work item. Robots may comprise different functionality due to absent software or hardware or due to existent but worn or non-compliant components. A particular work item may have several means of resolution. A particular resolution path is selected in accord with the ability of a robot. Should no path exist, the robot may be transformed by the addition or installation of hardware and/or software to provide the absent functionality. Resolution paths may also be weighted based on the level of success provided by prior resolution paths and/or the requirement for human involvement. Accordingly, a resolution path may be provided that balances robot capability with the likelihood of success and an appropriate level of human involvement.
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公开(公告)号：US09715492B2
公开(公告)日：2017-07-25
申请号：US14024334
申请日：2013-09-11
Applicant: Avaya, Inc.
Inventor： David Skiba , George Erhart , Lee Becker , Valentine C Matula
CPC classification number: G06F17/2785 , G05B13/048 , G06F17/10 , G06F17/27 , H04N21/251
Abstract: The sentiment of a message may not be obtainable from the message itself. However, many messages have an associated context that provides information useful in determining the sentiment of a message. Messages may include links to other resources, such as graphics or videos, which in turn include titles, comments, viewer ratings or other attributes that may provide a sentiment of the message.
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Patent Agency Ranking
公开(公告)号：US20170185945A1
公开(公告)日：2017-06-29
申请号：US14982364
申请日：2015-12-29
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , David Skiba , George Erhart
CPC classification number: G06Q10/063114 , G06Q30/016 , H04M3/5238 , H04M2203/305
Abstract: Contact centers often balance the business needs to efficiently operate with the objective of providing timely service to customers interacting with the contact center. Often contact centers are unable to connect customers to live agents without a period of hold time, usually to wait for an agent to become available. Automated resources, such as interactive voice response or automated text-based response components, may gather information from the customer. When an estimated wait time for a live agent is longer than the estimated time required to perform that automated interaction, artificial delays (e.g., slow-downs, pauses, echoes, etc.) may be inserted to keep the customer engaged in an effort to retain the customer beyond an estimated abandonment time.
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公开(公告)号：US20170064079A1
公开(公告)日：2017-03-02
申请号：US14834838
申请日：2015-08-25
Applicant: Avaya Inc.
Inventor： David Skiba , Valentine C. Matula , George Erhart
CPC classification number: H04M3/5191 , G06Q30/0613 , H04L65/00 , H04M3/2281 , H04M7/0012 , H04M7/0027
Abstract: Co-browsing sessions provide a way for one party to see exactly what is being displayed on another party's computer or similar device. Co-browsing is particularly useful to an agent to help a customer solve a problem on a computer. Contact centers may determine portions of a co-browsing session that have been successful, capture the associated inputs, and have them play back to future customers. The agent may then be relieved from portions of the co-browsing interaction that are predictable and provide manual inputs having less predictability. The instructions for the automated co-browsing portions may be executed by the agent's device, the customer's device, and/or a server and may appear to the customer to be originating from the agent.
Abstract translation: 共同浏览会话为一方准确地查看在另一方的计算机或类似设备上正在显示的内容的方式。 协同浏览对于帮助客户解决计算机问题的代理特别有用。 联络中心可以确定共同浏览会话的成功部分，捕获相关的输入，并使他们回到未来的客户。 然后，代理可以从可预测的共浏览交互的部分中减轻，并提供具有较少可预测性的手动输入。 自动共享浏览部分的说明可以由代理的设备，客户的设备和/或服务器执行，并且可以向客户显示为来自代理。
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公开(公告)号：US20160379153A1
公开(公告)日：2016-12-29
申请号：US14748400
申请日：2015-06-24
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , David Skiba , George Erhart
IPC: G06Q10/06
CPC classification number: G06Q10/063114 , G06Q10/063116
Abstract: Many factors can affect the operation of a contact center, especially contact centers utilizing human agents. An agent's health may be utilized as a predictor of performance with respect to a particular task. Having sensors to gather health data are provided. The data may then be aggregated into a long-term health trend, which may be determined to indicate that a change in an agent's performance is likely and may allow the contact center to reallocate tasks and/or other resources to accommodate the change in performance to mitigate the effect of the change in the agent's health. Work tasks are then routed to agents accordingly.
Abstract translation: 许多因素可能影响联络中心的运作，特别是使用人体的联络中心。 代理人的健康状况可能被用作对特定任务的绩效预测。 提供传感器收集健康数据。 然后可以将数据聚合成长期健康趋势，其可以被确定为指示代理的性能的改变是可能的，并且可以允许联络中心重新分配任务和/或其他资源以适应性能的变化 减轻代理人健康状况变化的影响。 然后，工作任务将相应地路由到代理。
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39.发明授权公开(公告)号：US09531880B2
公开(公告)日：2016-12-27
申请号：US14296208
申请日：2014-06-04
Applicant: Avaya, Inc.
Inventor： George Erhart , Valentine C. Matula , David Skiba
CPC classification number: H04M3/5233 , H04M3/5175
Abstract: Contact centers strive to match the demands and preferences of their customers with the skills and abilities of the agents who process work items associated with the customers (e.g., contacts). However, the preferred agent may be unavailable, non-existent, backlogged or otherwise ineligible to accept the work item. An agent who is non-preferred but still qualified may be utilized to process the work item, such as an agent with adequate skills with respect to a particular attribute of the work item. Reports for the selection of the non-preferred but qualified agents are provided herein. A contact center may then utilize such reporting to identify underserved areas of their customer base.
Abstract translation: 联络中心努力满足客户的需求和偏好，以及处理与客户相关的工作项目（例如联系人）的代理人的技能和能力。 然而，优选的代理可能是不可用的，不存在的，积压的或者其他方式不符合接受工作项目的资格。 不优先但仍然合格的代理可以用于处理工作项目，例如具有关于工作项目的特定属性的足够技能的代理。 本文提供了选择非优选但合格的药剂的报告。 然后，联络中心可以利用这样的报告来识别他们的客户群中服务不足的区域。
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40.发明授权Natural language processing (NLP) and natural language generation (NLG) based on user context for enhanced contact center communication 有权基于用户环境的自然语言处理（NLP）和自然语言生成（NLG），用于增强联络中心通信公开(公告)号：US09454760B2
公开(公告)日：2016-09-27
申请号：US14103144
申请日：2013-12-11
Applicant: Avaya, Inc.
Inventor： Reinhard Klemm , George Erhart , Lee Becker , David Skiba
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。
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