公开(公告)号：US10599765B2

公开(公告)日：2020-03-24

申请号：US13929090

申请日：2013-06-27

Applicant: Avaya Inc.

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

IPC: G06F17/27 ,  G06F17/28

Abstract: A semantic translation model system is described along with various methods and mechanisms for administering the same. The semantic translation model system proposed herein creates an intermediate representation and a knowledge base in multiple languages, reducing the amount of time and expensive resources typically required for translation and automatic response to written communications. The system also removes the problem of a translation being influenced by a person's writing style and human misinterpretation and provides ongoing translation to keep the system current.

公开(公告)号：US10124491B2

公开(公告)日：2018-11-13

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 ,  B25J9/16 ,  B25J19/02 ,  G06N3/00

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：US20170286651A1

公开(公告)日：2017-10-05

申请号：US15086388

申请日：2016-03-31

Applicant: Avaya Inc.

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

IPC: G06F21/31 ,  B25J9/00

CPC classification number: G06F21/31 ,  B25J9/0003 ,  B25J9/1689 ,  B25J11/008 ,  B25J13/006 ,  B25J19/023 ,  G06F2221/2111

Abstract: Robotic customer service agents are provided such that, when properly authenticated, 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. If the robot, such as the base or entire robot, robot at the service location, an associated user, hardware addition, and/or software addition is authentic, then the robot may be operated in an authenticated mode. If non-authenticated, then the robot may operate in a non-authenticated mode, such as one consisting of one or more tasks or features being disabled. Additionally, authentication may be temporary (e.g., time restricted) or event restricted (e.g., as long as a result stays within a given range, the robot is being observed, etc.).

公开(公告)号：US20160350702A1

公开(公告)日：2016-12-01

申请号：US15233465

申请日：2016-08-10

Applicant: Avaya Inc.

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

IPC: G06Q10/08 ,  H04W4/04 ,  G06Q30/06 ,  H04H20/53 ,  G05D1/10 ,  B64C39/02 ,  H04L29/12 ,  H04L12/24

CPC classification number: G06Q10/083 ,  B64C39/024 ,  B64C2201/128 ,  B64C2201/141 ,  G01C21/00 ,  G05D1/101 ,  G06Q30/0635 ,  H04H20/53 ,  H04L41/22 ,  H04L61/6022 ,  H04L61/6081 ,  H04W4/043 ,  H04W4/30

Abstract: The delivery of goods to a customer comprises a substantial portion of human activity. To correct address errors and/or to more precisely locate delivery locations, systems are provided to assist human, human operated vehicle, or autonomous vehicles to locate a delivery point. Often the location of a delivery point is inaccurate or imprecise. GPS and other coordinate systems often fail or are imprecise without an unobstructed view of the sky. Even with coordinates available, the delivery point may be different from the coordinates or, more commonly, coordinates that are different from some standard point within a postal address associated with the coordinates. Providing a delivery system that utilizes a broadcasted identifier, such as an identifier associated with the order of the item, the delivery of the item may be made proximate to the source of the broadcasted identifier or further refined using the broadcasted identifier as a reference.

Abstract translation: 向客户交付货物包括人类活动的很大一部分。 为了校正地址错误和/或更精确地定位传送位置，提供系统以帮助人类，人造车辆或自主车辆定位传送点。 通常，交货点的位置不准确或不准确。 GPS和其他坐标系统经常会失败或不精确，而无需无阻碍地观察天空。 即使有可用的坐标，传送点也可能不同于与坐标相关联的邮政地址内的某些标准点的坐标或更常见的坐标。 提供利用广播的标识符（诸如与项目的顺序相关联的标识符）的传送系统，可以使广播的标识符的源接近于广播的标识符的源，或者使用广播的标识符作为参考进一步细化。

公开(公告)号：US20160182719A1

公开(公告)日：2016-06-23

申请号：US14573898

申请日：2014-12-17

Applicant: Avaya Inc.

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

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5233

Abstract: Customer of a contact center often provide information related to their call that is use to route the call to an appropriate agent. As a result, a work item is created and routed to an agent selected, at least in part, as having a skill associated with the information provided. However, the information is often missing or wrong. As an agent processes the work item, it may become apparent that the work item was misrouted and if the true nature of the work item was known earlier, the work item would have been routed to a different agent. Provided with respect to certain embodiments, misrouted work items are identified and, if appropriate, rerouted to an appropriate agent for processing.

Abstract translation: 联络中心的客户经常提供与呼叫相关的信息，用于将呼叫路由到适当的代理。 因此，创建工作项并将其路由到至少部分地被选择为具有与提供的信息相关联的技能的代理。 但是，这些信息往往丢失或错误。 作为代理处理工作项目，工作项目可能会被错误地显示出来，并且如果工作项目的真实性质早已知道，则工作项目将被路由到不同的代理。 对于某些实施例，对错误路由的工作项目进行识别，如果合适，则重新路由到适当的代理进行处理。

公开(公告)号：US20160098663A1

公开(公告)日：2016-04-07

申请号：US14507127

申请日：2014-10-06

Applicant: Avaya Inc.

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

IPC: G06Q10/06 ,  G06Q10/10

CPC classification number: G06Q10/06393 ,  G06Q10/105 ,  H04M3/5175 ,  H04M3/523

Abstract: Contact centers continually monitor the performance of their resources (e.g., human and automated agents) used for processing work items. An agent with a primary skill receives a flow of work items each having an attribute associated with that particular primary skill. However, agents often have non-primary skills and may serve as a backup for other agents. Measuring the agent's skill level with respect to a non-primary skill allows agents to be scored and potentially identified as having the skill as a primary skill. Selectively providing agents with non-primary work items and monitoring the agent's performance with those work items provides a means to assess an agent's non-primary skill using real work items and without the need for testing resources.

Abstract translation: 联络中心不断监测用于处理工作项目的资源（例如人力和自动化代理人）的表现。 具有主要技能的代理接收每个具有与该特定主要技能相关联的属性的工作项流。 然而，代理商通常具有非主要技能，并可作为其他代理人的备份。 相对于非主要技能来测量代理人的技能水平，可以让代理人得分并将其识别为将技能作为主要技能。 选择性地向代理商提供非主要工作项目，并通过这些工作项目监控代理人的绩效提供了一种方法来评估代理人的非主要技能，并使用实际工作项目，而不需要测试资源。

公开(公告)号：US20160034841A1

公开(公告)日：2016-02-04

申请号：US14449620

申请日：2014-08-01

Applicant: AVAYA INC.

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

IPC: G06Q10/06 ,  H04M3/523 ,  H04M3/51

CPC classification number: G06Q10/063112 ,  H04M3/5233 ,  H04M2203/402 ,  H04M2203/404 ,  H04M2203/559

Abstract: A contact center, methods, and mechanisms are provided for dynamically assembling a team of resources to handle a work item. The work item is analyzed for any needs and a suitable team of resources is selected based at least partially on those needs. Each of the resources can be reserved and applied to a work item for a duration of time that the work item is being handled. As the workflow associated with the work item progresses, the needs of the work item are reevaluated for any changes that may require a modification to the team of resources. When the changes require modification, the team of resources can be adjusted on the fly to suit the changing needs of the work item.

Abstract translation: 提供了联络中心，方法和机制，用于动态组合一组资源以处理工作项。 根据任何需求分析工作项目，至少部分地基于这些需求选择合适的资源小组。 每个资源可以保留并应用到工作项目一段时间，正在处理工作项。 随着与工作项目相关联的工作进展，对可能需要对资源团队进行修改的任何更改都会重新评估工作项的需求。 当变更需要修改时，资源团队可以随时调整，以适应工作项目不断变化的需求。

公开(公告)号：US20150262237A1

公开(公告)日：2015-09-17

申请号：US14609615

申请日：2015-01-30

Applicant: Avaya Inc.

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

IPC: G06Q30/02

CPC classification number: G06Q30/0261 ,  H04M3/5141 ,  H04M3/5183

Abstract: Businesses have long appreciated the advantages of anticipating potential customers' needs. Directing marketing activities towards non-customers, persons not having such a need, wastes resources of the business and may damage a business' reputation. By providing a location-based analysis of a user's activities, such as by an opt-in application for a mobile device carried by the user, subject matter relevant and timely information on goods and/or services of the business may be provided to the user.

Abstract translation: 企业一直赞赏预测潜在客户需求的优势。 针对非客户的营销活动，没有这种需求的人员，会浪费业务资源，并可能损害企业的声誉。 通过提供用户活动的基于位置的分析，例如通过用户携带的移动设备的选择加入应用，可以向用户提供与业务的商品和/或服务相关的及时的信息的主题 。

公开(公告)号：US20150134325A1

公开(公告)日：2015-05-14

申请号：US14080618

申请日：2013-11-14

Applicant: Avaya Inc.

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

IPC: G06F17/27

CPC classification number: G06F17/2785 ,  H04M3/42382 ,  H04M3/5233 ,  H04M2203/408

Abstract: Contact centers may benefit from routing messages to agents who have similar, or complementary, attributes as the customer of the message. In a text message, certain message attributes provide artifacts that may be common to one particular customer attribute. Messages containing that particular message attribute provide a derived customer attribute and the message routed accordingly. In addition, agents responding to a customer may be provided with guidance to ensure their response is appropriate for the derived customer attribute of the customer.

Abstract translation: 联系中心可能会将消息路由到与消息的客户具有相似或互补属性的代理。 在文本消息中，某些消息属性提供对于特定客户属性可能是共同的工件。 包含该特定消息属性的消息提供派生的客户属性，并且相应地路由消息。 此外，响应客户的代理可以被提供指导，以确保其响应适合于客户的派生客户属性。

公开(公告)号：US20150127558A1

公开(公告)日：2015-05-07

申请号：US14594829

申请日：2015-01-12

Applicant: Avaya Inc.

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

IPC: G06Q30/00 ,  G06Q10/10 ,  G06Q50/00

CPC classification number: G06Q30/016 ,  G06Q10/107 ,  G06Q30/02 ,  G06Q50/01 ,  H04L51/32 ,  H04L51/34 ,  H04L67/22 ,  H04M3/5141 ,  H04M2203/655

Abstract: Some social networks provide message histories that record information about previous posts that users make to the social media network. From this information, a contact center determines trends in the usage of a social media network by a user. The contact center can mine the message history database for times, frequency of posts, location of the user during posts, and other information provided in the message histories. From this information or metadata about the messages, the contact center develops trends about the user's postings of messages on social media networks. The contact center can further receive subsequent posts and read metadata related to the subsequent posts. The new metadata can be used to modify the trends over time.

Abstract translation: 一些社交网络提供消息历史记录，用于记录用户对社交媒体网络所做的先前帖子的信息。 根据该信息，联络中心确定用户使用社交媒体网络的趋势。 联络中心可以为消息历史数据库挖掘时间，职位频率，职位期间用户的位置以及消息历史中提供的其他信息。 根据关于消息的这些信息或元数据，联络中心会发布用户在社交媒体网络上发布消息的趋势。 联络中心可以进一步接收后续职位并阅读与后续员额相关的元数据。 新的元数据可以用于随时间修改趋势。