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公开(公告)号：US11049141B2
公开(公告)日：2021-06-29
申请号：US14504238
申请日：2014-10-01
Applicant: Avaya Inc.
Inventor： David Skiba , Andrew Maher , George Erhart , Valentine C. Matula
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.
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公开(公告)号：US10810599B2
公开(公告)日：2020-10-20
申请号：US14243108
申请日：2014-04-02
Applicant: Avaya, Inc.
Inventor： David Skiba , George Erhart , Valentine C. Matula
IPC: G06Q30/00
Abstract: Customer assistance is provided by leveraging certain contact center infrastructure components to a retail setting. Often contact centers have a wealth of information regarding individual products and services a retail setting may offer. The information, as provided herein, may then be delivered to the customer in the form of a dialogue. The dialogue may be based, in part, on a contact center dialogue for the same or similar item. The customer may then be instructed to perform an act, such as retrieving another item at a certain location. Unlike a contact center, the physical presence of the customer provides an opportunity to receive feedback in the form of monitor the customer's actions to determine if the customer complied with instructions. Optionally, a follow up activity may be imitated based on the customer's compliance.
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73.发明申请公开(公告)号：US20200218747A1
公开(公告)日：2020-07-09
申请号：US16820268
申请日：2020-03-16
Applicant: Avaya, Inc.
Inventor： Reinhard Klemm , Valentine C. Matula , David Skiba
IPC: G06F16/332 , G06F16/35
Abstract: At least one social media channel includes a plurality of user messages, which are accessible via a communication network. At least some of the stored messages are retrieved from the at least one social media channel via the communication network, and a collection of frequently asked questions (FAQ) is generated or updated by analyzing the retrieved messages to form a plurality of topical issue clusters. Each topical issue cluster is associated with at least one topic parameter from among a plurality of topic parameters, each topic parameter relates to at least one of use, installation or maintenance of a product or service, and each topical issue cluster includes at least one issue identified by a community of users and at least one resolution of the issue identified by the community of users. The generated or updated FAQ is uploaded to a storage location accessible to the community of users.
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公开(公告)号：US10694041B2
公开(公告)日：2020-06-23
申请号：US16046227
申请日：2018-07-26
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , Joseph Andreas , Stephen Japuntich , Diego Klajner
Abstract: A number of phantom communication sessions and a number of contact center agents are assigned to a high priority contact center queue. The number of phantom communication sessions are greater than or equal to the number of assigned contact center agents. The high priority contact center queue is used for coordinating communication session routing with an external control application. A first contact center agent of the number of contact center agents is determined to be available. The first contact center agent is assigned to a first phantom communication session in response to determining that the first contact center agent is available. This results in a notification being sent to the external control application that the first contact center agent is available. This allows the external control application to coordinate routing of the communication session.
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公开(公告)号：US10350757B2
公开(公告)日：2019-07-16
申请号：US15086493
申请日：2016-03-31
Applicant: Avaya Inc.
Inventor： George Erhart , Valentine C. Matula , David Skiba
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.
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Patent Agency Ranking
公开(公告)号：US10319376B2
公开(公告)日：2019-06-11
申请号：US14690649
申请日：2015-04-20
Applicant: Avaya Inc.
Inventor： George William Erhart , Valentine C. Matula , David Joseph Skiba
Abstract: A geo-spatial grammar comprises rules, syntax, and other means by which a data input is determined to have a meaning associated with a particular event. The event may then be provided to an application, such as a calendaring or messaging application. As a benefit, an input, such as a user speaking the phrase, “I'll be there in an hour,” may be interpreted, via the geo-spatial grammar, as an event (e.g., “I'll be in the office,” “I'll join you for dinner,” “I'll be home,” etc.). An application may then perform an action based upon the event (e.g., reschedule the meeting that starts in five minutes, present directions to the restaurant on the user's car's navigation system, notify the user's spouse, etc.).
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公开(公告)号：US10216182B2
公开(公告)日：2019-02-26
申请号：US15086335
申请日：2016-03-31
Applicant: Avaya Inc.
Inventor： George Erhart , David Skiba , Valentine C. Matula
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.
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公开(公告)号：US20190045059A1
公开(公告)日：2019-02-07
申请号：US16046227
申请日：2018-07-26
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , Joseph Andreas , Stephen Japuntich , Diego Klajner
IPC: H04M3/523
CPC classification number: H04M3/5235 , H04M3/5232
Abstract: A number of phantom communication sessions and a number of contact center agents are assigned to a high priority contact center queue. The number of phantom communication sessions are greater than or equal to the number of assigned contact center agents. The high priority contact center queue is used for coordinating communication session routing with an external control application. A first contact center agent of the number of contact center agents is determined to be available. The first contact center agent is assigned to a first phantom communication session in response to determining that the first contact center agent is available. This results in a notification being sent to the external control application that the first contact center agent is available. This allows the external control application to coordinate routing of the communication session.
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公开(公告)号：US10134391B2
公开(公告)日：2018-11-20
申请号：US15457152
申请日：2017-03-13
Applicant: Avaya Inc.
Inventor： George W. Erhart , Valentine C. Matula , David J. Skiba
IPC: G10L15/06 , G06F15/16 , G10L15/065 , H04M3/51 , H04L12/58 , G06Q50/00 , G06Q30/02 , G10L15/30 , G10L15/02 , G10L25/51 , G06F17/30
Abstract: System and method to adjust an automatic speech recognition (ASR) engine, the method including: receiving social network information from a social network; data mining the social network information to extract one or more characteristics; inferring a trend from the extracted one or more characteristics; and adjusting the ASR engine based upon the inferred trend. Embodiments of the method may further include: receiving a speech signal from a user; and recognizing the speech signal by use of the adjusted ASR engine. Further embodiments of the method may include: producing a list of candidate matching words; and ranking the list of candidate matching words by use of the inferred trend.
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公开(公告)号：US20180276622A1
公开(公告)日：2018-09-27
申请号：US15993280
申请日：2018-05-30
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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