公开(公告)号：US20170286708A1

公开(公告)日：2017-10-05

申请号：US15086424

申请日：2016-03-31

Applicant: Avaya Inc.

Inventor： George Erhart ,  David Skiba ,  Valentine C. Matula

IPC: G06F21/62 ,  G06F21/56

CPC classification number: G06F21/6218 ,  G06F21/56 ,  G06F21/57 ,  Y10S901/50

Abstract: A robotic customer service agent (“robot”) is provided to a service location. The robot may present a number of security concerns that, whether realized or not, present barriers to acceptance. A robot is provided that is determined to be in compliance with a security criteria. The security criteria may be related to software (e.g., running anti-virus software), hardware (e.g., an added camera is secure), communication (e.g., no unexpected communications), or other aspect. Should the robot be in compliance, it may operate in a secure mode, such as to perform or access more sensitive information. If the robot is not in compliance, the robot is operated in a non-secure mode, such as to block data transmissions, information capturing, or other process or operation that may present a security risk.

公开(公告)号：US20170285628A1

公开(公告)日：2017-10-05

申请号：US15086335

申请日：2016-03-31

Applicant: Avaya Inc.

Inventor： George Erhart ,  David Skiba ,  Valentine C. Matula

IPC: G05D1/00 ,  B25J13/00

CPC classification number: G05D1/0016 ,  B25J9/1674 ,  B25J11/008 ,  B25J13/006 ,  G05D1/0022 ,  G06Q10/00 ,  H04L12/00 ,  Y10S901/01 ,  Y10S901/02

Abstract: Acceptance of robotic service agents may be improved if robots are compliant with a monitoring program of a third party. A robot may be allowed to perform certain operations if monitored or prevented from such operations if unmonitored. If authorized, a robot may be able to perform certain operations unmonitored; however, the third party may report the authorized exception. Should the robot be unmonitored, and absent unauthorized exception, the robot performs only those operations approved for unmonitored mode. Otherwise, the robot is enabled to perform tasks approved for monitored and unmonitored mode. The third party may report the monitoring, lack of monitoring, and compliance with a monitoring program accordingly.

公开(公告)号：US20170282375A1

公开(公告)日：2017-10-05

申请号：US15086478

申请日：2016-03-31

Applicant: Avaya Inc.

Inventor： George Erhart ,  Valentine C. Matula ,  David Skiba

IPC: B25J11/00 ,  B25J13/00

CPC classification number: B25J11/0015 ,  B25J9/1674 ,  B25J9/1697 ,  B25J11/0005 ,  B25J11/008 ,  B25J13/006 ,  B25J19/023 ,  G05B2219/39387 ,  G05B2219/40202 ,  G05B2219/40411 ,  G05B2219/45084 ,  G06N3/008 ,  Y10S901/01

Abstract: A customer service robot may be limited to a maximum physical ability, such as speed of travel, speed of a robotic arm, etc. However, certain customers may be uncomfortable with a robot operating at the maximum capacity. Accordingly, a customer may have an attribute associated with a performance-limiting criteria. The criteria then limits the robot to operations within operational parameters associated with the performance-limiting criteria. As a benefit, a robot may be transformed to provide a better customer service experience by working quickly to address a customer service task, but within the confines of what a particular customer, or customer type, may consider comfortable or acceptable.

公开(公告)号：US20170282362A1

公开(公告)日：2017-10-05

申请号：US15086303

申请日：2016-03-31

Applicant: Avaya Inc.

Inventor： George Erhart ,  David Skiba ,  Valentine C. Matula

IPC: B25J9/16

CPC classification number: B25J11/008 ,  B25J9/1602 ,  G05B2219/45084

Abstract: Robotic customer service agents are provided such that, when properly configured, 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. The robot may provide certain data to a contact center or a third-party to ensure compliance with operating practices to protect persons, property, and data and reduce the unnecessary acquisition of sensitive data, as well as, execute on-board risk mitigation applications.

公开(公告)号：US20160330131A1

公开(公告)日：2016-11-10

申请号：US14704071

申请日：2015-05-05

Applicant: Avaya Inc.

Inventor： Valentine C. Matula ,  David Skiba ,  George Erhart

IPC: H04L12/923 ,  H04L12/26 ,  H04L29/08

CPC classification number: H04L47/762 ,  H04L41/0896 ,  H04L41/5096 ,  H04L43/0817 ,  H04L43/0876 ,  H04L67/1004 ,  H04L67/322 ,  H04M2203/40 ,  H04W4/18

Abstract: Allocation of resources utilized by a contact center remains a balancing act between the burden of having resources that are generally underutilized and underperforming due to resource constraints. Many contact centers support a variety of communication types (e.g., audio-video, audio, text, email, etc.) associated with a respective communication channel. Communications may be dynamically incentivized or allocated from one communication channel having greater resource demands to another communication channel having lesser resource demands. Additionally, the resources of the contact center may be shared by customers of clients utilizing the contact center. As a result, one customer having a spike in demand may have their, and/or another customer's, communications reallocated to the less demanding channel to manage contact center resource utilization.

Abstract translation: 联络中心利用的资源分配仍然是由于资源限制而使资源普遍利用不足和表现不佳的负担之间的平衡。 许多联络中心支持与各个通信信道相关联的各种通信类型（例如音频视频，音频，文本，电子邮件等）。 通信可以被动态激励或从具有较大资源需求的一个通信信道分配给具有较少资源需求的另一个通信信道。 此外，联络中心的资源可能由使用联络中心的客户的客户共享。 因此，一个需求飙升的客户可能会将他们和/或另一个客户的通信重新分配到要求较低的渠道来管理联络中心的资源利用。

公开(公告)号：US20160283995A1

公开(公告)日：2016-09-29

申请号：US14670830

申请日：2015-03-27

Applicant: Avaya Inc.

Inventor： Valentine C. Matula ,  David Skiba ,  George Erhart

IPC: G06Q30/06 ,  G06F17/30 ,  H04L12/58

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.

Abstract translation: 即使尽可能地设计和提供具有可用界面的准确系统，客户也常常在使用电子设备完成任务时遇到困难，例如使用软件应用程序完成网页上的表单或导航界面。 这可能是由于程序设计错误，指令不正确或程序员或设计人员未考虑的异常情况。 在没有与人类代理的交互的情况下，可以在检测到用于完成任务的问题时向用户提供提示。 可以自动启动共同浏览操作，以提供根据该问题选择的提示，从而允许用户完成该任务。

公开(公告)号：US09444940B2

公开(公告)日：2016-09-13

申请号：US14085464

申请日：2013-11-20

Applicant: Avaya, Inc.

Inventor： David Skiba ,  George Erhart ,  Lee Becker

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

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。

公开(公告)号：US20160098665A1

公开(公告)日：2016-04-07

申请号：US14504273

申请日：2014-10-01

Applicant: Avaya Inc.

Inventor： David Skiba ,  Valentine C. Matula ,  George Erhart

IPC: G06Q10/06

CPC classification number: G06Q10/063112

Abstract: Systems are provided for the automatic analysis of skills in a contact center. More particularly to skills that are available, skills that are requested, and the difference between the two. The system may then determine a number of solutions that, if implemented by the contact center, would allow the contact center to have the skill differential. A decision is then made whereby a factor is utilized to select the more optimal solution from the number of solutions.

Abstract translation: 提供系统用于自动分析联络中心的技能。 更特别的是可用的技能，所要求的技能以及两者之间的区别。 然后，系统可以确定多个解决方案，如果由联络中心实现的，则允许联络中心具有技能差异。 然后作出决定，由此利用一个因素从解决方案的数量中选择更优选的解。

公开(公告)号：US09247061B2

公开(公告)日：2016-01-26

申请号：US13833453

申请日：2013-03-15

Applicant: Avaya Inc.

Inventor： George Erhart ,  Valentine C. Matula ,  David Skiba

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  H04M3/51

CPC classification number: H04M3/523 ,  H04M3/5166 ,  H04M3/5235 ,  H04M2203/655

Abstract: A system can determine a best routing of a customer contact based on analysis of one or more automatically generated answers. A customer may provide an inquiry through a social media contact. The contact center can analyze the inquiry to generate one or more automated answers. The system then analyzes the automated answers. The analysis may include studying various attributes of the answer, either in relation to the inquiry or based in historical data. From the analysis, the system can modify the answers and/or provide a different or improved pool of agents to handle the contact. Thus, an improved set of answers and agents is provided for managing the contact.

Abstract translation: 系统可以基于对一个或多个自动生成的答案的分析来确定客户联系人的最佳路由。 客户可以通过社交媒体联系人提供查询。 联络中心可以分析查询以生成一个或多个自动答案。 系统然后分析自动答案。 分析可能包括研究答案的各种属性，无论是关于查询还是依据历史数据。 从分析中，系统可以修改答案和/或提供不同或改进的代理池来处理联系人。 因此，提供了一组改进的答案和代理来管理联系人。

公开(公告)号：US20150348050A1

公开(公告)日：2015-12-03

申请号：US14293156

申请日：2014-06-02

Applicant: Avaya, Inc.

Inventor： George Erhart ,  Valentine C. Matula ,  David Skiba

IPC: G06Q30/00 ,  G06Q50/00

CPC classification number: G06Q30/016 ,  G06Q50/01 ,  G06Q2220/00

Abstract: Contact centers receive work items for processing by resources, such as human or automated agents. Social media has become a popular medium to receive work items and communicate with customers. Legal concerns, such as those focused on customer privacy, may limit gathering and/or storing of certain customer data on resources controlled by the contact center or require the deletion of data collected from a revoked prior authorization. Storing at least some data, such as a token, within a customer's social media website allows a contact center to maintain connections, transactions, or other information related to a customer or a specific transaction with a customer as long as the customer and/or social media website chose not to delete the token.

Abstract translation: 联络中心接收资源处理的工作项目，如人力或自动化代理。 社交媒体已成为接受工作项目并与客户沟通的流行媒介。 诸如专注于客户隐私的法律问题可能限制将某些客户数据收集和/或存储在由联络中心控制的资源上，或者要求从撤销的先前授权中收集的数据删除。 在客户的社交媒体网站内存储至少一些数据（例如令牌）允许联络中心只要客户和/或社会人员就可以保持与客户或客户的特定交易相关的连接，交易或其他信息 媒体网站选择不删除令牌。