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    UNSPOKEN SENTIMENT
    81.
    发明申请
    UNSPOKEN SENTIMENT 有权

    公开(公告)号：US20150073775A1

    公开(公告)日：2015-03-12

    申请号：US14024334

    申请日：2013-09-11

    Applicant: Avaya, Inc.

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

    IPC: G06F17/27

    CPC classification number: G06F17/2785 ,  G05B13/048 ,  G06F17/10 ,  G06F17/27 ,  H04N21/251

    Abstract: The sentiment of a message may not be obtainable from the message itself. However, many messages have an associated context that provides information useful in determining the sentiment of a message. Messages may include links to other resources, such as graphics or videos, which in turn include titles, comments, viewer ratings or other attributes that may provide a sentiment of the message.

    Abstract translation: 消息本身可能无法获取消息的情绪。 然而，许多消息具有相关联的上下文，其提供用于确定消息的情绪的信息。 消息可以包括指向其他​​资源的链接，诸如图形或视频，其又包括标题，评论，观看者评级或可能提供消息的情绪的其他属性。

    SOCIAL MEDIA PROVOCATEUR DETECTION AND MITIGATION
    82.
    发明申请
    SOCIAL MEDIA PROVOCATEUR DETECTION AND MITIGATION 有权
    社会媒体预防和减缓

    公开(公告)号：US20140304343A1

    公开(公告)日：2014-10-09

    申请号：US14047812

    申请日：2013-10-07

    Applicant: Avaya Inc.

    Inventor： David Skiba ,  George W. Erhart ,  Lee Becker

    IPC: H04L12/58

    CPC classification number: H04M3/5175 ,  A47L13/20 ,  G06F17/27 ,  G06F17/28 ,  G06Q50/01 ,  G10L15/18 ,  G10L15/1822 ,  H04L51/046 ,  H04L51/32 ,  H04M2201/18 ,  H04M2203/357 ,  H04M2203/551

    Abstract: A contact center system can receive messages from social media sites or centers. The messages may include derogatory or nefarious content. The system can review messages to identify the message as nefarious and identify the poster as a social media provocateur. The system may then automatically respond to the nefarious content. Further, the system may prevent future nefarious conduct by the identified social media provocateur by executing one or more automated procedures.

    Abstract translation: 联络中心系统可以接收来自社交媒体网站或中心的消息。 消息可能包括贬损或恶意内容。 该系统可以查看消息，将消息识别为恶意，并将该标签识别为社交媒体挑衅者。 然后系统可以自动响应恶意内容。 此外，该系统可以通过执行一个或多个自动化程序来防止所识别的社交媒体挑衅者的未来恶意行为。

    Systems and methods for compiling and dynamically updating a collection of frequently asked questions
    83.
    发明授权
    Systems and methods for compiling and dynamically updating a collection of frequently asked questions 有权

    公开(公告)号：US11526540B2

    公开(公告)日：2022-12-13

    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.

    COMMUNICATION SYSTEMS FOR MULTI-SOURCE ROBOT CONTROL
    84.
    发明申请
    COMMUNICATION SYSTEMS FOR MULTI-SOURCE ROBOT CONTROL 有权

    公开(公告)号：US20210209563A1

    公开(公告)日：2021-07-08

    申请号：US17208422

    申请日：2021-03-22

    Applicant: Avaya Inc.

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

    IPC: G06Q10/10 ,  B25J11/00 ,  H04L29/06 ,  B25J9/16

    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.

    Organizing speech search results
    85.
    发明授权
    Organizing speech search results 有权

    公开(公告)号：US10474706B2

    公开(公告)日：2019-11-12

    申请号：US15154000

    申请日：2016-05-13

    Applicant: Avaya Inc.

    Inventor： Wendy J. Holmes ,  David Skiba

    IPC: G06F16/00 ,  G06F16/33 ,  G06F17/27 ,  G10L15/02 ,  G06F16/332

    Abstract: A method, system, and phonetic search engine are described that enable phonetic searches to have increased relevancy to the searcher. Specifically, phonetic searches on a database containing phonetically-searchable content can have one or more phonetically-confusable terms included therein, thereby creating search results that more faithfully reflect the search terms used during the phonetic search of the database.

    Selection of robot operation mode from determined compliance with a security criteria
    86.
    发明授权
    Selection of robot operation mode from determined compliance with a security criteria 有权

    公开(公告)号：US10410007B2

    公开(公告)日：2019-09-10

    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

    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.

    COMMAND AND CONTROL OF A ROBOT BY A CONTACT CENTER WITH THIRD-PARTY MONITORING
    87.
    发明申请
    COMMAND AND CONTROL OF A ROBOT BY A CONTACT CENTER WITH THIRD-PARTY MONITORING 审中-公开

    公开(公告)号：US20190146483A1

    公开(公告)日：2019-05-16

    申请号：US16243757

    申请日：2019-01-09

    Applicant: Avaya Inc.

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

    IPC: G05D1/00 ,  G06Q10/00 ,  B25J9/16 ,  B25J13/00 ,  B25J11/00

    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.

    Ongoing text analysis to self-regulate network node allocations and contact center adjustments
    89.
    发明授权
    Ongoing text analysis to self-regulate network node allocations and contact center adjustments 有权

    公开(公告)号：US09894201B1

    公开(公告)日：2018-02-13

    申请号：US15378507

    申请日：2016-12-14

    Applicant: AVAYA INC.

    Inventor： Valentine Matula ,  David Skiba ,  George Erhart

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

    CPC classification number: H04M3/5141 ,  H04M3/5191 ,  H04M3/5233 ,  H04M3/5235 ,  H04M7/0042

    Abstract: Contact center agents are often presented work items utilizing voice, video, and text. Text messages are often processed concurrently with other text or non-text messages. In order to avoid over or under utilizing agents, contact centers may determine an initial complexity for a work item and route the work item to an agent having the skills and capacity to accommodate the initial complexity. However, the initial complexity may differ from an observed complexity as the agent processes the work item. Accordingly, systems and methods are provided to monitor ongoing text message complexity and route subsequent work items to agents based on an observed complexity provided, at least in part, by the complexity of text-based work item current being processed, and the agents capacity to process the subsequent work item.

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