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公开(公告)号：US11756090B2
公开(公告)日：2023-09-12
申请号：US14670830
申请日：2015-03-27
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , David Skiba , George Erhart
IPC: G06Q30/00 , G06Q30/0601 , H04L51/04
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.
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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：US10475042B2
公开(公告)日：2019-11-12
申请号：US14273255
申请日：2014-05-08
Applicant: Avaya Inc.
Inventor： David Skiba , Peter Finney , Andrew Maher
Abstract: Users may post issues and questions on public social media websites and other public forums. A business or product of the business may be the subject of the post. With a properly trained system the business can determined if another community member is likely provide and accurate, sufficient, and timely response to the post. If so, the business can avoid allocating resources to respond to such posts. However, if it is determined that an appropriate response is not likely, or not likely within an acceptable timeframe, the business may notify an agent to provide an appropriate response. As a benefit, the business may leverage a community of knowledgeable users to provide assistance to other users and thereby not expend resources unnecessarily.
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公开(公告)号：US10462151B2
公开(公告)日：2019-10-29
申请号：US14943635
申请日：2015-11-17
Applicant: Avaya Inc.
Inventor： Tony McCormack , John H. Yoakum , David Skiba
Abstract: A user profile is temporarily accessed by an accessor. A method performed by the accessor of a contact center includes receiving access data. The access data includes a user identifier for a user, an identifier identifying a third party having profile data of the user, and a user-predefined condition which must be satisfied for the profile data to be temporarily accessible by the contact center. The method includes transmitting a request to the third party to temporarily access the profile data during a time period when the condition is satisfied, the request including the user identifier. The method includes temporarily accessing the user profile when the request is granted.
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公开(公告)号：US10257581B2
公开(公告)日：2019-04-09
申请号：US15013629
申请日：2016-02-02
Applicant: Avaya Inc.
Inventor： Joann J. Ordille , David Skiba
IPC: H04N21/478 , H04N21/258 , H04N21/45 , H04N21/41 , H04N21/442 , H04N21/4788 , H04N21/81 , G06Q30/00 , H04N21/236 , H04N7/15
Abstract: A contact center, communication system, and method are disclosed. An illustrative contact center is disclosed as enabling customer interactions via a television. As the customer interacts with the contact center, context information regarding an environment surrounding the television can be obtained by the contact center and further used to enhance the customer's interaction with the contact center, for example, by establishing additional communication channels with the customer.
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Patent Agency Ranking
公开(公告)号：US10135983B2
公开(公告)日：2018-11-20
申请号：US14951030
申请日：2015-11-24
Applicant: Avaya Inc.
Inventor： Reinhard Klemm , David Skiba
Abstract: Associating customers of a contact center with their social media presence may provide mutual benefits to the customer and contact center. For example, a business operating a contact center can receive information about their current and potential customers and customers can receive additional information, incentives, or other perks by allowing access to their social media profile. When a customer initially calls a contact center, they are provided with a code and asked to post the code on a page or other aspect of the company's social media presence. The social media identity of the customer can then be associated with the customer placing the call. The call center can then access additional information about the customer and respond accordingly.
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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：US10003692B2
公开(公告)日：2018-06-19
申请号：US15298914
申请日：2016-10-20
Applicant: AVAYA INC
Inventor： David Skiba , Reinhard Klemm , Patrick Tendick , George W. Erhart , Wen-Hua Ju
CPC classification number: H04M3/5191 , H04L51/02 , H04M3/5141 , H04M3/5175 , H04M7/0042 , H04M2203/2061
Abstract: Text-based automated customer service agents provide an attractive contact center interaction for may customer-agent communications. However, the “say anything” nature of text may result in additional problems not encountered in prompted interactions. A single misunderstanding or error may cause an automated communication to fail, however, by providing micro-tasks to a human agent, an automated communication may be maintained longer with benefit of a human agent's input. A lack of progress towards completion of a work item may cause the communication to be routed to a human agent and/or a different channel (e.g., voice, email, etc.). Accordingly, a micro-task or an opt-out operation may be provided to maintain the communication with an automated agent for as long as possible but yet provide improved customer service when necessary.
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公开(公告)号：US09894206B2
公开(公告)日：2018-02-13
申请号：US15285160
申请日：2016-10-04
Applicant: AVAYA INC.
Inventor： David Skiba , George W. Erhart , Patrick Tendick , Wen-Hua Ju
IPC: H04M3/51
CPC classification number: H04M3/5175 , G06Q10/063118 , G06Q30/016 , H04M3/42382 , H04M3/5166 , H04M2203/401 , H04M2203/402 , H04M2203/551 , H04M2203/6027
Abstract: Contact centers comprise agents, human and automated, interacting with customers over a network to accomplish an objective for the interaction. While a blunt, factual exchange may appear to be the most expeditious means to accomplish the objective, often this is not the case. Humans often respond better when the interaction comprises a mix of progress (e.g., portions of the interaction directed towards the objective) and banter (e.g., portions of the interaction not directed to the progress). Determining the mix may be provided by analyzing historic interactions and their success. A current interaction may be analyzed and when the mix is outside an acceptable range and an automated agent may be configured to alter the mix accordingly or, when the agent is a human, signal the agent to make the alteration. Success may be continually monitored and the target mix adjusted based on subsequent interactions.
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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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