公开(公告)号：US10270914B2

公开(公告)日：2019-04-23

申请号：US14302779

申请日：2014-06-12

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Seamus Hayes ,  Paul D'Arcy

IPC: H04M3/523 ,  G10L15/18 ,  H04M3/51 ,  G10L15/08 ,  G10L15/22

Abstract: System and method to calculate expected waiting time of a caller to a calling center, the method including: monitoring, by a monitor circuit, a content of a present communication session; estimating a point of progress of the monitored communication session; comparing the point of progress to a historical statistic; calculating, by a processor, a projection of a duration of a remainder of the present communication session; and providing, by a communication circuit, an expected waiting time (EWT) based upon the projection of the duration of the remainder of the present communication session. Embodiments may include a speech search process to record call progress. The speech search process may inform, diagnose or monitor a call. The speech search process may inform a supervisor of progress, to take action if necessary. The speech search process may dynamically trigger other processes and construct profiles based upon historical data.

公开(公告)号：US09860380B2

公开(公告)日：2018-01-02

申请号：US14173610

申请日：2014-02-05

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Patrick Tendick ,  Sheldon Davis

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5232 ,  H04M3/5238 ,  H04M2203/401

Abstract: An agent rating prediction and routing mechanism provided by a contact center communication system for work assignment optimization is described along with various methods and mechanisms for administering the same. The prediction system proposed herein analyzes past agent performance, agent attributes, contact attributes, and customer attributes to calculate an outcome value and to provide a performance prediction for use in work item routing to contact center resources.

公开(公告)号：US09609133B2

公开(公告)日：2017-03-28

申请号：US14673515

申请日：2015-03-30

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Patrick Tendick ,  Sheldon Davis ,  Wen-Hua Ju

IPC: H04M3/523 ,  H04M3/42

CPC classification number: H04M3/5235 ,  G06Q10/10 ,  G06Q30/01 ,  H04M3/42068 ,  H04M3/5238 ,  H04M2203/556

Abstract: A predictive model for abandoned calls provided by a contact center communication system for routing optimization is described along with various methods and mechanisms for administering the same. Based on multiple attributes, the system can calculate the probabilities, risks, and costs associated with abandonment and wait, taking into account the patience of a caller, region where the caller lives, agents available to handle the call, length of time that the caller has already been waiting, potential cost of having the caller and call type abandon, and potential total cost of having the caller wait to be served.

公开(公告)号：US09473632B2

公开(公告)日：2016-10-18

申请号：US14469627

申请日：2014-08-27

Applicant: Avaya Inc.

Inventor： Yolanda Schwartz ,  Shmuel Shaffer ,  Michael Krack ,  Aaron Lepold

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06Q30/00

CPC classification number: H04M3/5175 ,  G06Q30/016 ,  H04M3/4217 ,  H04M3/5166 ,  H04M2203/357

Abstract: System and method to improve self-service operation in a contact center, the method including: monitoring progress of a self-service customer support session for a customer of the contact center; monitoring surplus status of agents in the contact center; determining a system state related to the customer by use of the monitored progress and the monitored surplus status; setting an indicator signal to a first state if the system state is in an agent-support domain, otherwise setting the indicator signal to a second state if the system state is in an self-support domain; and assigning the customer to an agent-supported session if the indicator signal is in the first state.

Abstract translation: 提高联络中心自助服务运行的系统和方法，包括：监控联络中心客户自助客户支持会话进度; 监测联络中心代理人的盈余状况; 通过使用监测进度和监测的剩余状态确定与客户有关的系统状态; 如果系统状态处于代理支持域，则将指示符信号设置为第一状态，否则如果系统状态处于自支持域，则将指示符信号设置为第二状态; 以及如果所述指示符信号处于所述第一状态，则将所述客户分配给代理支持的会话。

公开(公告)号：US20160295020A1

公开(公告)日：2016-10-06

申请号：US14673515

申请日：2015-03-30

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Patrick Tendick ,  Sheldon Davis ,  Wen-Hua Ju

IPC: H04M3/523 ,  H04M3/42

CPC classification number: H04M3/5235 ,  G06Q10/10 ,  G06Q30/01 ,  H04M3/42068 ,  H04M3/5238 ,  H04M2203/556

Abstract: A predictive model for abandoned calls provided by a contact center communication system for routing optimization is described along with various methods and mechanisms for administering the same. Based on multiple attributes, the system can calculate the probabilities, risks, and costs associated with abandonment and wait, taking into account the patience of a caller, region where the caller lives, agents available to handle the call, length of time that the caller has already been waiting, potential cost of having the caller and call type abandon, and potential total cost of having the caller wait to be served.

Abstract translation: 描述由用于路由优化的联络中心通信系统提供的放弃呼叫的预测模型以及用于管理该呼叫的各种方法和机制。 基于多个属性，系统可以计算与放弃和等待相关的概率，风险和成本，同时考虑到呼叫者，呼叫者居住的区域，可用于处理呼叫的代理，呼叫者的时间长度 已经在等待，使呼叫者和呼叫类型放弃的潜在成本以及让呼叫者等待服务的潜在总成本。

公开(公告)号：US09426289B2

公开(公告)日：2016-08-23

申请号：US14024674

申请日：2013-09-12

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Reinhard P. Klemm

IPC: H04M3/493 ,  G06Q50/00 ,  G06Q30/02 ,  H04M3/51

CPC classification number: H04M3/493 ,  G06Q30/02 ,  G06Q50/01 ,  H04M3/5166 ,  H04M3/5191 ,  H04M2203/655

Abstract: Techniques for topical customer service menu reconfiguration based on social media are claimed. In one embodiment, for example, an apparatus may comprise a social media gateway and an adjustment component. The social media gateway may be operative to receive social media information from one or more social media networks. The adjustment component may be operative to data mine the social media information to extract one or more characteristics, infer a trend from the extracted one or more characteristics, and adjust a customer service menu tree based upon the inferred trend. Other embodiments are described and claimed.

Abstract translation: 声称基于社交媒体进行局部客户服务菜单重新配置的技术。 在一个实施例中，例如，设备可以包括社交媒体网关和调整组件。 社交媒体网关可以用于从一个或多个社交媒体网络接收社交媒体信息。 调整组件可以用于数据挖掘社交媒体信息以提取一个或多个特征，从所提取的一个或多个特征推断趋势，并且基于推断的趋势来调整客户服务菜单树。 描述和要求保护其他实施例。

公开(公告)号：US09257117B2

公开(公告)日：2016-02-09

申请号：US14172297

申请日：2014-02-04

Applicant: Avaya, Inc.

Inventor： Valentine C. Matula ,  Shmuel Shaffer

IPC: G10L15/00 ,  G10L15/08 ,  G10L25/48 ,  H04M3/51

CPC classification number: G10L15/08 ,  G10L25/48 ,  G10L25/51 ,  G10L2015/088 ,  H04M3/2227 ,  H04M3/51 ,  H04M3/5175 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/404

Abstract: Contact center agents often work in close proximity to other agents. As a primary agent is engaged in a call, a neighboring agent speech may be picked up by the primary agent's microphone. Contact centers using automated speech recognition systems may monitor the agent's speech for key terms and, if detected, respond accordingly. Determining a primary agent spoke a key term, when the true speaker of the key term is a neighboring agent, may cause errors or other problems. Characterizing at least the primary agent's voice and then, once a key term is detected, determining if it was the primary agent that spoke the key term, may help to reduce the errors. Additionally, computational requirements may be reduced as non-key terms may be quickly discarded and optionally, key terms determined to not have been spoke by the primary agent, may also be discarded without further processing.

Abstract translation: 联络中心代理商经常在其他代理商附近工作。 作为主要代理人进行呼叫，可以由主代理的麦克风拾取相邻代理语音。 使用自动语音识别系统的联络中心可以监控代理人的关键词语，并且如果检测到，则相应地进行响应。 确定主要代理人是一个关键术语，当关键术语的真正发言人是相邻代理人时，可能会导致错误或其他问题。 至少表征主代理的语音，然后，一旦检测到关键术语，确定是否是主要代理人谈论关键术语，可能有助于减少错误。 此外，由于非关键术语可能被快速丢弃，并且可选地，被确定为不被主代理人讲话的关键术语也可能被丢弃，而无需进一步处理，可以减少计算要求。

公开(公告)号：US20160019882A1

公开(公告)日：2016-01-21

申请号：US14332115

申请日：2014-07-15

Applicant: Avaya Inc.

Inventor： Valentine C. Matula ,  Shmuel Shaffer

IPC: G10L15/02 ,  G10L25/51

CPC classification number: G10L15/187 ,  G10L25/51 ,  G10L2015/025

Abstract: A contact center system can receive audio messages. The system can review audio messages by identifying phoneme strings within the audio messages associated with a characteristic. A phoneme can be a component of spoken language. Identified phoneme strings are used to analyze subsequent audio messages to determine the presence of the characteristic without requiring human analysis. Thus, the identification of phoneme strings then can be used to determine a characteristic of audio messages without transcribing the messages.

Abstract translation: 联络中心系统可以接收音频消息。 系统可以通过识别与特征相关联的音频消息内的音素串来检查音频消息。 音素可以是口语的组成部分。 识别的音素字符串用于分析后续音频消息以确定特征的存在而不需要人类分析。 因此，音素字符串的识别可以用于确定音频消息的特征而不转录消息。

公开(公告)号：US20140379419A1

公开(公告)日：2014-12-25

申请号：US13922528

申请日：2013-06-20

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Reinhard P. Klemm

IPC: G06Q30/02

CPC classification number: G06Q30/0201

Abstract: A method and a system for adaptive outbound campaign are provided. The system includes a monitoring module for real-time monitoring of public sentiment to an outbound campaign. Further, the system includes an adaptive module communicably coupled to the monitoring module. The adaptive module further adapts one or more parameters corresponding to the outbound campaign based on the monitored public sentiment.

Abstract translation: 提供了一种自适应出站活动的方法和系统。 该系统包括一个监控模块，用于实时监测对外宣传的公众情绪。 此外，该系统包括可通信地耦合到监视模块的自适应模块。 基于受监视的公众情绪，自适应模块进一步调整对应于出站活动的一个或多个参数。