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    SERVICE ROBOT ASSESSMENT AND OPERATION
    62.
    发明申请
    SERVICE ROBOT ASSESSMENT AND OPERATION 审中-公开

    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

    IPC: B25J9/16 ,  B25J19/02 ,  G06Q30/00

    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.

    DYNAMIC INTERACTION PACING
    64.
    发明申请
    DYNAMIC INTERACTION PACING 审中-公开

    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

    IPC: G06Q10/06 ,  H04M3/523 ,  G06Q30/00

    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.

    AGENT-INITIATED AUTOMATED CO-BROWSE
    65.
    发明申请
    AGENT-INITIATED AUTOMATED CO-BROWSE 审中-公开
    代理启动自动协同浏览

    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

    IPC: H04M3/51 ,  H04M3/22 ,  G06Q30/06 ,  H04M7/00

    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。

    SOCIAL MEDIA PROCESSING WITH THREE-DIMENSIONAL AUDIO
    66.
    发明申请
    SOCIAL MEDIA PROCESSING WITH THREE-DIMENSIONAL AUDIO 有权
    社会媒体处理与三维音频

    公开(公告)号：US20170041730A1

    公开(公告)日：2017-02-09

    申请号：US15296883

    申请日：2016-10-18

    Applicant: Avaya Inc.

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

    IPC: H04S7/00

    CPC classification number: H04S7/303 ,  H04R27/00 ,  H04R2227/003 ,  H04R2227/005 ,  H04S3/002 ,  H04S3/008 ,  H04S7/302 ,  H04S7/304 ,  H04S7/40 ,  H04S2400/11 ,  H04S2420/03

    Abstract: According to one embodiment, the grouping and arrangement of sound sources within a three-dimensional sound space can be based on attributes of the sound source. The content presented in the three-dimensional sound space can comprise social media content. According to another embodiment, the content can comprise voicemail messages and the three-dimensional sound space can be used for managing and retrieving the voicemails messages. In yet another embodiment, the content can comprise communications in a contact center between a customer or other caller and a customer support agent. According to a further embodiment, the three-dimensional sound space or an environment in which the three-dimensional sound space is implemented can provide an opportunity for the user or listener to initiate a follow-on communication with the originator of the sound source such as a social media post or other social media communication, a voice call, or other message or communication.

    Abstract translation: 根据一个实施例，三维声音空间内的声源的分组和布置可以基于声源的属性。 呈现在三维声音空间中的内容可以包括社交媒体内容。 根据另一个实施例，内容可以包括语音邮件消息，并且三维声音空间可以用于管理和检索语音邮件消息。 在另一个实施例中，内容可以包括在客户或其他呼叫者和客户支持代理之间的联络中心中的通信。 根据另一实施例，三维声音空间或其中实现三维声音空间的环境可以为用户或听众提供机会，以发起与声源的发起者的后续通信，例如 社交媒体帖子或其他社交媒体通信，语音呼叫或其他消息或通信。

    COLLECTIVE DYNAMICS
    67.
    发明申请
    COLLECTIVE DYNAMICS 审中-公开
    集体动力学

    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。

    Optimization in workforce management using work assignment engine data
    68.
    发明授权
    Optimization in workforce management using work assignment engine data 有权
    使用工作分配引擎数据优化劳动力管理

    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

    IPC: H04M3/00 ,  H04M3/523 ,  H04M3/51

    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。

    Natural language processing (NLP) and natural language generation (NLG) based on user context for enhanced contact center communication
    69.
    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

    IPC: H04M1/64 ,  G06Q30/00 ,  G06F17/28

    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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