公开(公告)号：US20150324727A1

公开(公告)日：2015-11-12

申请号：US14273195

申请日：2014-05-08

Applicant: Avaya, Inc.

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

IPC: G06Q10/06

CPC classification number: G06Q10/06311 ,  G06Q10/063114

Abstract: Correctly staffing retail settings is a challenge. While calendar based staffing decisions, such as increasing staffing for a holiday sale, may provide high-level staffing recommendations. The activities of customers may be monitored to provide a more granular staffing allocation. Customers who, for example, spend a certain duration of time within one portion of the retail setting may be determined to indicate a need for assistance and a staff member of the retail setting allocated to assist the customer or customers within an area with a spike in customer activity. Similarly, customers who indicate a desire to purchase an item requiring certain staff skills (e.g., verify customer identity, complete legal documents, lift heavy items, etc.) may be detected and an appropriate staff member allocated. As a result, the customer may receive assistance from staff members having the required skills to complete their purchase.

Abstract translation: 正确的人员配售设置是一个挑战。 虽然基于日历的人员配置决定，例如增加假期销售人员，可能会提供高级别的人员配置。 可以监控客户的活动，以提供更细致的人员配置。 例如，在零售环境的一部分内花费一定时间的客户可以被确定为表示需要帮助，并且分配给零售设施的工作人员协助客户或具有尖峰的区域内的客户 客户活动。 类似地，可以检测到表示希望购买需要某些工作人员技能的物品（例如，验证客户身份，完整的法律文件，提起重物品等）的客户，并分配适当的工作人员。 因此，客户可能会获得具有所需技能的工作人员的协助，以完成购买。

公开(公告)号：US20150302499A1

公开(公告)日：2015-10-22

申请号：US14254548

申请日：2014-04-16

Applicant: Avaya, Inc.

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

IPC: G06Q30/06 ,  G06Q20/18

CPC classification number: G06Q30/0613 ,  G06Q20/18

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.

Abstract translation: 自动售货亭通常在零售环境中提供，以便提供便利和具有成本效益的手段来协助客户进行零售设置，并作为人类代理商的替代或补充。 信息亭可能对某些客户和行为有益，但是，客户和/或信息亭可能无法有效地相互交互，并使客户不满意互动。 通过使用信息亭确定与客户的行为相关联的元意图，信息亭可能能够确定是否应该召集代理来协助客户。 例如，客户可能正在使用信息亭非常长的时间。 作为回应，可以通知可用代理并且接近客户以提供他们的帮助; 没有客户明确要求这样的帮助。 作为一个好处，零售设置可能会更符合客户的需求。

公开(公告)号：US20150172145A1

公开(公告)日：2015-06-18

申请号：US14133251

申请日：2013-12-18

Applicant: Avaya, Inc.

Inventor： David Skiba ,  George Erhart ,  Lee Becker

IPC: H04L12/26 ,  H04L29/08

CPC classification number: H04L67/10 ,  H04L67/22 ,  H04W4/21

Abstract: Social media websites occasionally experience a spike in activity known as a viral event or “going viral.” While some viral events are purely entertainment based, such as the latest cat video, other viral events can be specifically relevant to a domain, such as an industry or business. A social media event, such as a common thread of posts, may attract no more than the usual amount of interest or it may be about to “go viral.” As provided herein, social media events may be monitored and evaluated for virality. If an event indicates it will go viral, but has not yet done so, an affected party may be made aware of the event and take steps to curtail negative viral events or to leverage, or even promote, positive viral events.

Abstract translation: 社交媒体网站偶尔会经历一场被称为病毒性事件或“病毒性”的活动。虽然一些病毒性事件纯粹是基于娱乐的，例如最新的猫视频，但是其他病毒事件可以与域名特别相关，例如 行业或业务。 社交媒体事件，例如公共帖子的帖子，可能会吸引不超过通常的兴趣数量，或者可能会“病毒化”。如本文所述，社交媒体活动可能会被监视和评估为病毒。 如果一个事件表明它会病毒，但还没有这样做，可能会使受影响的一方了解该事件，并采取措施减少病毒性病毒事件或利用，甚至促进积极的病毒事件。

公开(公告)号：US08964962B1

公开(公告)日：2015-02-24

申请号：US14043266

申请日：2013-10-01

Applicant: Avaya Inc.

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

IPC: H04M3/00 ,  H04M3/51

CPC classification number: H04M3/5183 ,  H04M2203/252 ,  H04M2203/552 ,  H04M2203/556

Abstract: An automatic timeline and topic normalization mechanism is described along with various methods and systems for administering the same. The temporal correction system proposed herein creates fully interpreted and reordered representations of events within and external to a dialog, reducing the amount of time and expensive resources typically required for reading, comprehension, and response to written communications.

Abstract translation: 描述了自动时间轴和主题归一化机制以及用于管理它的各种方法和系统。 本文提出的时间校正系统创建对话内部和外部的事件的完全解释和重新排序的表示，减少了对书面通信的阅读，理解和响应通常需要的时间量和昂贵的资源。