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公开(公告)号：US20150264176A1
公开(公告)日：2015-09-17
申请号：US14504238
申请日：2014-10-01
Applicant: Avaya Inc.
Inventor： David Skiba , Andrew Maher , George Erhart , Valentine C. Matula
IPC: H04M3/51
CPC classification number: G06Q30/0261 , H04M3/5141 , H04M3/5183
Abstract: Handheld communication devices, such as smart phones, comprise a number of data gathering sensors. The sensors may be utilized to provide an agent of a contact center with situational information regarding the user of the handheld device. While global positioning systems (GPS) provides one means to locate a user of a communication device, GPS is not always available. However, by utilizing radio receivers, internal condition sensors, motion detectors, and other sensing components, a situation for a customer may be determined to supplement or substitute for GPS-determined location as well as to identify more relevant situations for the user beyond those provided by GPS provided location information.
Abstract translation: 诸如智能电话的手持通信设备包括多个数据采集传感器。 传感器可用于向联络中心的代理提供关于手持设备的用户的情景信息。 虽然全球定位系统（GPS）提供了一种方法来定位通信设备的用户，但GPS并不总是可用。 然而，通过利用无线电接收机，内部状况传感器，运动检测器和其他感测部件，可以确定客户的情况以补充或替代GPS确定的位置，以及为超出所提供的用户的用户识别更多的相关情况 通过GPS提供位置信息。
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62.发明申请公开(公告)号：US20150206092A1
公开(公告)日：2015-07-23
申请号：US14160361
申请日：2014-01-21
Applicant: Avaya, Inc.
Inventor： George Erhart , Valentine C. Matula , David Skiba
IPC: G06Q10/06
CPC classification number: G06Q10/063114
Abstract: Contact centers handle contacts from any number of channels. One agent may be simultaneously handling several chats, emails, or other messages. Customers behind the contact often want to know how long of a wait time they are likely to experience before an agent begins to address their inquiry. Herein, techniques are provided whereby contacts currently, and/or enqueued, for one or more agents are examined to determine an estimated effort for each task. One message may represent a number of tasks each having an associated time estimate. Furthermore, messages from one channel may be more time consuming than messages from another channel. Such factors, and others, are considered and the customer may then be notified of an estimated wait time and, optionally, notified if another channel may provide a more expeditious option.
Abstract translation: 联络中心处理来自任何渠道的联络人。 一个代理可能同时处理几个聊天，电子邮件或其他消息。 联系人后面的客户经常想知道在代理商开始解决他们的询问之前，他们有可能经历多久的等待时间。 这里提供了技术，其中检查针对一个或多个代理的当前和/或入队的联系以确定每个任务的估计努力。 一个消息可以表示多个任务，每个任务具有关联的时间估计。 此外，来自一个信道的消息可能比来自另一个信道的消息更耗时。 考虑这些因素和其他因素，并且然后可以向客户通知估计的等待时间，并且可选地，如果另一信道可以提供更快速的选项则通知客户。
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公开(公告)号：US20150139416A1
公开(公告)日：2015-05-21
申请号：US14085464
申请日：2013-11-20
Applicant: Avaya, Inc.
Inventor： David Skiba , George Erhart , Lee Becker
IPC: H04M3/523
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。
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公开(公告)号：US20150073774A1
公开(公告)日：2015-03-12
申请号：US14023967
申请日：2013-09-11
Applicant: Avaya Inc.
Inventor： Lee Becker , Valentine C. Matula , David Skiba , George Erhart
IPC: G06F17/27
CPC classification number: G06F17/2785 , G06F17/2735
Abstract: Methods and systems for automatically extending a sentiment dictionary are provided. Starting with an initial set of elements (e.g., words, emoticons, etc.) having a known sentiment, messages can be analyzed for words frequently appearing in association with such words. As a result the frequently appearing words may then be associated with a sentiment and used to help determine the sentiment of a message.
Abstract translation: 提供了自动扩展情绪词典的方法和系统。 从具有已知情绪的初始元素集合（例如，单词，表情符号等）开始，可以分析与这些单词相关联地经常出现的单词的消息。 因此，频繁出现的词语可能与情绪相关联，并用于帮助确定消息的情绪。
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公开(公告)号：US12026678B2
公开(公告)日：2024-07-02
申请号：US17208422
申请日：2021-03-22
Applicant: Avaya Inc.
Inventor： David Skiba , Valentine C. Matula , George Erhart
CPC classification number: G06Q10/1097 , B25J9/1689 , B25J11/0005 , H04L67/01 , B25J9/003 , B25J9/1679 , B25J9/1697 , G06F9/5038
Abstract: A service robot may be autonomous, with respect to a portion of a customer service task, and coordinated, with respect to another portion of a customer service task. A resource, such as another robot or an agent (human or automated), may monitor or interact with the robot and, in such a combination, perform a customer service task. The robot may be instructed to pause or delay initiation of a robot portion to allow for a resource to become available at a common time that the interaction portion is to be performed to minimize delay and promote better customer service. Should the delay be beyond an acceptable threshold, the robot may engage in a delay task (e.g., slow down, pause, etc.). The delay task may include a social interaction with a human at a service location.
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Patent Agency Ranking
公开(公告)号：US10210472B2
公开(公告)日：2019-02-19
申请号：US15233465
申请日：2016-08-10
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , David Skiba , George Erhart
IPC: G06Q10/08 , B64C39/02 , G05D1/10 , G06Q30/06 , H04H20/53 , H04L12/24 , H04L29/12 , G01C21/00 , H04W4/04
Abstract: The delivery of goods to a customer comprises a substantial portion of human activity. To correct address errors and/or to more precisely locate delivery locations, systems are provided to assist human, human operated vehicle, or autonomous vehicles to locate a delivery point. Often the location of a delivery point is inaccurate or imprecise. GPS and other coordinate systems often fail or are imprecise without an unobstructed view of the sky. Even with coordinates available, the delivery point may be different from the coordinates or, more commonly, coordinates that are different from some standard point within a postal address associated with the coordinates. Providing a delivery system that utilizes a broadcasted identifier, such as an identifier associated with the order of the item, the delivery of the item may be made proximate to the source of the broadcasted identifier or further refined using the broadcasted identifier as a reference.
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公开(公告)号：US10198760B2
公开(公告)日：2019-02-05
申请号：US14254548
申请日：2014-04-16
Applicant: Avaya, Inc.
Inventor： George Erhart , Valentine C. Matula , David Skiba
Abstract: Automated kiosks are often provided in retail settings to provide a convenient and cost-effective means to assist customers of the retail setting and as an alternative or supplement to human agents. Kiosks may work well for certain customers and actions, however, the customer and/or kiosk may fail to effectively interact with each other and leave the customer dissatisfied with the interaction. By determining a meta-meaning associated with a customer's actions with a kiosk, the kiosk may be able to determine whether an agent should be summoned to assist the customer. For example, a customer may be using the kiosk for an unusually long time. In response, an available agent may be notified and approach the customer to offer their assistance; without the customer explicitly requesting such assistance. As a benefit, the retail setting may appear more in-touch with the needs of the customer.
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公开(公告)号：US20180315006A1
公开(公告)日：2018-11-01
申请号：US16029868
申请日：2018-07-09
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , David Skiba , George Erhart
CPC classification number: G06Q10/083 , B64C39/024 , B64C2201/128 , B64C2201/141 , G01C21/00 , G05D1/101 , G06Q30/0635 , H04H20/53 , H04L41/22 , H04L61/6022 , H04L61/6081 , H04W4/043
Abstract: The delivery of goods to a customer comprises a substantial portion of human activity. To correct address errors and/or to more precisely locate delivery locations, systems are provided to assist human, human operated vehicle, or autonomous vehicles to locate a delivery point. Often the location of a delivery point is inaccurate or imprecise. GPS and other coordinate systems often fail or are imprecise without an unobstructed view of the sky. Even with coordinates available, the delivery point may be different from the coordinates or, more commonly, coordinates that are different from some standard point within a postal address associated with the coordinates. Providing a delivery system that utilizes a broadcasted identifier, such as an identifier associated with the order of the item, the delivery of the item may be made proximate to the source of the broadcasted identifier or further refined using the broadcasted identifier as a reference.
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公开(公告)号：US10040201B2
公开(公告)日：2018-08-07
申请号：US15086506
申请日：2016-03-31
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , George Erhart , David Skiba
Abstract: A service robot is provided to communicate with other devices of a service location, such as another robot. A first and second robot may be tasked with performing a customer service task requiring a physical interaction. The first robot may determine that the second robot lacks instructions to perform the customer service task. Upon making the determination, the first robot retrieves physical interaction instructions and causes the second robot to load and execute the physical interaction instructions. The second robot is then transformed, by the first robot, into a configured robot able to perform the customer service task.
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公开(公告)号：US20170286916A1
公开(公告)日：2017-10-05
申请号：US15086541
申请日：2016-03-31
Applicant: Avaya Inc.
Inventor： David Skiba , Valentine C. Matula , George Erhart
CPC classification number: G06Q10/1097 , B25J9/003 , B25J9/1679 , B25J9/1689 , B25J9/1697 , B25J11/0005 , G06F9/5038 , H04L67/42
Abstract: A service robot may be autonomous, with respect to a portion of a customer service task, and coordinated, with respect to another portion of a customer service task. A resource, such as another robot or an agent (human or automated), may monitor or interact with the robot and, in such a combination, perform a customer service task. The robot may be instructed to pause or delay initiation of a robot portion to allow for a resource to become available at a common time that the interaction portion is to be performed to minimize delay and promote better customer service. Should the delay be beyond an acceptable threshold, the robot may engage in a delay task (e.g., slow down, pause, etc.). The delay task may include a social interaction with a human at a service location.
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