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    Cross-lingual seeding of sentiment
    1.
    发明授权
    Cross-lingual seeding of sentiment 有权
    情感的跨语言播种

    公开(公告)号：US09438732B2

    公开(公告)日：2016-09-06

    申请号：US14021889

    申请日：2013-09-09

    Applicant: Avaya Inc.

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

    IPC: G10L21/00 ,  H04M3/51 ,  G06F17/28 ,  G06Q50/00 ,  G10L15/18 ,  H04L12/58 ,  G06F17/27

    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 be in a foreign language. The system can review messages by identifying content in the social media messages with negative/positive sentiment and then identify a seed term in the messages. A seed term can be a word in another language, different from the message body. The seed term is then used to find one or more other words, in the foreign language, that are correlated with the seed term. The identification of the found words in other messages can then be used to determine sentiment in the foreign language.

    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。 消息可能是外语。 系统可以通过在社交媒体消息中识别消息/积极情绪的内容来查看消息，然后在消息中识别种子字词。 种子术语可以是另一种语言的单词，不同于消息体。 然后使用种子术语来查找与种子术语相关的一种或多种其他外语词。 其他消息中找到的单词的识别可以用于确定外语的情绪。

    Social messaging hold and wait treatment systems
    3.
    发明授权
    Social messaging hold and wait treatment systems 有权

    公开(公告)号：US10425363B2

    公开(公告)日：2019-09-24

    申请号：US15289736

    申请日：2016-10-10

    Applicant: AVAYA INC

    Inventor： David Skiba ,  Reinhard Klemm ,  Patrick Tendick ,  George W. Erhart ,  Wen-Hua Ju

    IPC: H04L12/58 ,  H04M3/42 ,  H04M3/428 ,  H04M3/527

    Abstract: Systems are provided to manage pauses, including on-hold, conditions in communications, such as text-based communications. Users may be provided with messages at a pace that, among other things, allows a particular cadence of messages to be maintained, even if a reply has been created. Accordingly, resources of a contact center may be better allocated to other matters requiring attention without causing undue customer dissatisfaction or the burden of handling additional messages. While voice-based “hold” conditions may be managed with messages or music on hold, text-based communications may be managed with social messaging content and/or comfort messages.

    CROSS-LINGUAL SEEDING OF SENTIMENT
    6.
    发明申请
    CROSS-LINGUAL SEEDING OF SENTIMENT 有权
    十字路口识别

    公开(公告)号：US20140303981A1

    公开(公告)日：2014-10-09

    申请号：US14021889

    申请日：2013-09-09

    Applicant: Avaya Inc.

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

    IPC: G10L15/18 ,  G06F17/28 ,  G06Q50/00

    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 be in a foreign language. The system can review messages by identifying content in the social media messages with negative/positive sentiment and then identify a seed term in the messages. A seed term can be a word in another language, different from the message body. The seed term is then used to find one or more other words, in the foreign language, that are correlated with the seed term. The identification of the found words in other messages can then be used to determine sentiment in the foreign language.

    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。 消息可能是外语。 该系统可以通过在社交媒体消息中识别消极/积极情绪的内容来查看消息，然后在消息中识别种子字词。 种子术语可以是另一种语言的单词，不同于消息体。 然后使用种子术语来查找与种子术语相关的一种或多种其他外语词。 其他消息中找到的单词的识别可以用于确定外语的情绪。

    DIALOG COMPATABILITY
    7.
    发明申请
    DIALOG COMPATABILITY 有权
    对话兼容性

    公开(公告)号：US20140301540A1

    公开(公告)日：2014-10-09

    申请号：US14023018

    申请日：2013-09-10

    Applicant: Avaya Inc.

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

    IPC: H04M3/51

    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 consumers. The system can then interact with the consumer or customer using a dialog. Before conducting the session with the consumer, past interactions using the dialog are reviewed to determine words, phrases, and other information that caused the dialog to be successful. The information is stored as norms. Upon beginning a new interaction with the dialog, the norms and the past successful dialogs are retrieved and compared to the active dialog while the interaction is on-going. The comparison is then used to ensure that the present active dialog will lead to a successful outcome or to resolve any issued if the outcome is not likely to be successful.

    Abstract translation: 联络中心系统可以接收消费者的消息。 然后，系统可以使用对话框与消费者或客户进行交互。 在与消费者进行会议之前，将审查使用对话框的过去交互，以确定导致对话框成功的单词，短语和其他信息。 信息存储为规范。 在与对话框开始新的交互之后，将会检索规范和过去成功的对话框，并将其与活动对话框进行比较，同时进行交互。 然后使用比较来确保当前的活动对话将导致成功的结果，或者如果结果不太可能成功，则解决任何已发布的对话。

    AUTOMATIC NEGATIVE QUESTION HANDLING
    8.
    发明申请
    AUTOMATIC NEGATIVE QUESTION HANDLING 有权
    自动负面问题处理

    公开(公告)号：US20140297764A1

    公开(公告)日：2014-10-02

    申请号：US14020674

    申请日：2013-09-06

    Applicant: Avaya Inc.

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

    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 system can review long messages by identifying content in the long message with negative sentiment. The content with negative sentiment is further analyzed to determine whether the identified content is actionable. If the identified content is actionable, the communication system can automatically routed the long message to an agent for response.

    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。 系统可以通过在长消息中识别内容以负面情绪来查看长消息。 进一步分析具有消极情绪的内容，以确定所识别的内容是否可操作。 如果所识别的内容是可操作的，则通信系统可以将长消息自动路由到代理以作出响应。

    System initiated dialog adjustment
    9.
    发明授权
    System initiated dialog adjustment 有权

    公开(公告)号：US10003692B2

    公开(公告)日：2018-06-19

    申请号：US15298914

    申请日：2016-10-20

    Applicant: AVAYA INC

    Inventor： David Skiba ,  Reinhard Klemm ,  Patrick Tendick ,  George W. Erhart ,  Wen-Hua Ju

    IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04L12/58

    CPC classification number: H04M3/5191 ,  H04L51/02 ,  H04M3/5141 ,  H04M3/5175 ,  H04M7/0042 ,  H04M2203/2061

    Abstract: Text-based automated customer service agents provide an attractive contact center interaction for may customer-agent communications. However, the “say anything” nature of text may result in additional problems not encountered in prompted interactions. A single misunderstanding or error may cause an automated communication to fail, however, by providing micro-tasks to a human agent, an automated communication may be maintained longer with benefit of a human agent's input. A lack of progress towards completion of a work item may cause the communication to be routed to a human agent and/or a different channel (e.g., voice, email, etc.). Accordingly, a micro-task or an opt-out operation may be provided to maintain the communication with an automated agent for as long as possible but yet provide improved customer service when necessary.

    On-topic monitor
    10.
    发明授权
    On-topic monitor 有权

    公开(公告)号：US09894206B2

    公开(公告)日：2018-02-13

    申请号：US15285160

    申请日：2016-10-04

    Applicant: AVAYA INC.

    Inventor： David Skiba ,  George W. Erhart ,  Patrick Tendick ,  Wen-Hua Ju

    IPC: H04M3/51

    CPC classification number: H04M3/5175 ,  G06Q10/063118 ,  G06Q30/016 ,  H04M3/42382 ,  H04M3/5166 ,  H04M2203/401 ,  H04M2203/402 ,  H04M2203/551 ,  H04M2203/6027

    Abstract: Contact centers comprise agents, human and automated, interacting with customers over a network to accomplish an objective for the interaction. While a blunt, factual exchange may appear to be the most expeditious means to accomplish the objective, often this is not the case. Humans often respond better when the interaction comprises a mix of progress (e.g., portions of the interaction directed towards the objective) and banter (e.g., portions of the interaction not directed to the progress). Determining the mix may be provided by analyzing historic interactions and their success. A current interaction may be analyzed and when the mix is outside an acceptable range and an automated agent may be configured to alter the mix accordingly or, when the agent is a human, signal the agent to make the alteration. Success may be continually monitored and the target mix adjusted based on subsequent interactions.

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