公开(公告)号：US20150071418A1

公开(公告)日：2015-03-12

申请号：US14024674

申请日：2013-09-12

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Reinhard P. Klemm

IPC: H04M3/493 ,  G06Q50/00

CPC classification number: H04M3/493 ,  G06Q30/02 ,  G06Q50/01 ,  H04M3/5166 ,  H04M3/5191 ,  H04M2203/655

Abstract: Techniques for topical customer service menu reconfiguration based on social media are claimed. In one embodiment, for example, an apparatus may comprise a social media gateway and an adjustment component. The social media gateway may be operative to receive social media information from one or more social media networks. The adjustment component may be operative to data mine the social media information to extract one or more characteristics, infer a trend from the extracted one or more characteristics, and adjust a customer service menu tree based upon the inferred trend. Other embodiments are described and claimed.

Abstract translation: 声称基于社交媒体进行局部客户服务菜单重新配置的技术。 在一个实施例中，例如，设备可以包括社交媒体网关和调整组件。 社交媒体网关可以用于从一个或多个社交媒体网络接收社交媒体信息。 调整组件可以用于数据挖掘社交媒体信息以提取一个或多个特征，从所提取的一个或多个特征推断趋势，并且基于推断的趋势来调整客户服务菜单树。 描述和要求保护其他实施例。

公开(公告)号：US20200304594A1

公开(公告)日：2020-09-24

申请号：US16898572

申请日：2020-06-11

Applicant: Avaya Inc.

Inventor： Reinhard P. Klemm ,  Doree Duncan Seligmann

IPC: H04L29/08 ,  H04W4/21

Abstract: An event selection system for computing user migration pattern across social network pages is provided. The event selection system includes a monitor module to monitor predetermined activities of social media users on preconfigured resources. The event selection system further includes a profile module to build a social media user profile based on the monitored activities of the social media users. The event selection system further includes a computing module to compute user migration patterns based on the social media user profiles. The event selection system further includes a display module to display the user migration patterns on a system user terminal. The event selection system further includes a reporting module configured to produce a report based on the monitored social media user activities.

公开(公告)号：US10713668B2

公开(公告)日：2020-07-14

申请号：US13922528

申请日：2013-06-20

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Reinhard P. Klemm

IPC: H04M3/00 ,  G06Q30/02

Abstract: A method and a system for adaptive outbound campaign are provided. The system includes a monitoring module for real-time monitoring of public sentiment to an outbound campaign. Further, the system includes an adaptive module communicably coupled to the monitoring module. The adaptive module further adapts one or more parameters corresponding to the outbound campaign based on the monitored public sentiment.

公开(公告)号：US09408051B2

公开(公告)日：2016-08-02

申请号：US13904361

申请日：2013-05-29

Applicant: Avaya Inc.

Inventor： Peter Finney ,  Alberto Pasi ,  David Skiba ,  Reinhard P. Klemm

IPC: G06F15/16 ,  H04W4/22 ,  G06Q10/00 ,  H04W4/20 ,  H04L12/58 ,  H04L12/26

CPC classification number: H04W4/90 ,  G06Q10/00 ,  G06Q50/01 ,  G06Q50/10 ,  H04L43/04 ,  H04L51/00 ,  H04L51/22 ,  H04L51/32 ,  H04W4/21

Abstract: Social media websites contain posts which may benefit persons affected by an emergency situation or natural disaster. Discovering trustworthy posters of useful information is disclosed such that messages indicating relevant information, and an associated trust value, may be provided to interested parties.

Abstract translation: 社交媒体网站包含可能受到紧急情况或自然灾害影响的人员的职位。 公开了发现有用信息的值得信赖的海报，使得可以向相关方提供指示相关信息的消息和相关联的信任值。

公开(公告)号：US20150261756A1

公开(公告)日：2015-09-17

申请号：US14305636

申请日：2014-06-16

Applicant: Avaya Inc.

Inventor： Reinhard P. Klemm ,  David Skiba

IPC: G06F17/30 ,  H04L12/18

CPC classification number: G06F17/3053 ,  G06Q50/01 ,  H04L51/32

Abstract: A social media network is monitored for postings of a control group. The control group is a group of one or more individuals that posts on a particular topic. The postings of the control group may cover all the postings of each member of the control group for a period of time. A first relative social media score is calculated for the postings of the control group on the social media network. A social media score is calculated for a social media posting of a user or entity on the social media network. The relative social media score for the control group is compared to the social media score for the user or entity to see if there is a significant difference. If there is a significant difference, an agent in a contact center to is identified respond to the social media posting of the user or entity.

Abstract translation: 对社会媒体网络进行监控，以控制组的过帐。 控制组是一组或多个发布特定主题的人员。 控制组的职位可能会覆盖对照组各成员一段时间的所有职位。 针对社交媒体网络上对照组的贴子计算第一个相对社交媒体评分。 针对社交媒体网络上的用户或实体的社交媒体发布计算社交媒体得分。 将对照组的相对社交媒体评分与用户或实体的社交媒体得分进行比较，看是否存在显着性差异。 如果存在显着差异，则确定的联络中心中的代理人对用户或实体的社交媒体发布作出响应。

公开(公告)号：US20140254790A1

公开(公告)日：2014-09-11

申请号：US13789190

申请日：2013-03-07

Applicant: AVAYA INC.

Inventor： Shmuel Shaffer ,  Reinhard P. Klemm

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M2201/18 ,  H04M2203/555

Abstract: An agent selection system for selecting agents during call routing in a contact center is provided. The agent selection system includes a data mining module to mine agent related data from preconfigured resources e.g., social networking sites. The agent selection system further includes a profile module to build one or more agent profile based on the mined agent related data. The agent selection system further includes a mapping module configured to map a customer profile in a customer work request with the one or more agent profile. The agent selection system further includes a selection module to select an agent for handling the customer work request based on mapping between the customer profile and the one or more agent profile.

Abstract translation: 提供了一种用于在联络中心的呼叫路由期间选择代理的代理选择系统。 代理选择系统包括数据挖掘模块，用于从预先配置的资源（例如，社交网络站点）向矿工代理相关数据。 代理选择系统还包括简档模块，用于基于开采代理相关数据构建一个或多个代理简档。 代理选择系统还包括映射模块，配置成将客户工作请求中的客户简档与一个或多个代理简档进行映射。 代理选择系统还包括选择模块，用于基于客户简档和一个或多个代理简档之间的映射来选择用于处理客户工作请求的代理。

公开(公告)号：US20140237371A1

公开(公告)日：2014-08-21

申请号：US13771678

申请日：2013-02-20

Applicant: AVAYA INC.

Inventor： Reinhard P. Klemm ,  Doree Duncan Seligmann ,  John Yoakum

IPC: G06F3/01

CPC classification number: G06Q10/109

Abstract: A presentation pacing system includes a monitor module for monitoring a time spent by a speaker on one or more slides while presenting a presentation, the presentation having a plurality of slides. The presentation pacing system further includes a compare module for comparing the monitored time with a pre-recorded time associated with the slides. The presentation pacing system further includes a notification module for notifying the speaker for changing pace of the presentation based at least on the comparison. The presentation pacing system further includes a query module for scheduling and presenting queries of audience to the speaker of the presentation during a slide transition.

Abstract translation: 演示起搏系统包括一个监视器模块，用于在呈现演示的同时监视扬声器在一个或多个幻灯片上花费的时间，该演示具有多个幻灯片。 呈现起搏系统还包括比较模块，用于将监视的时间与与幻灯片相关联的预先记录的时间进行比较。 呈现起搏系统还包括通知模块，用于通知至少基于该比较的演讲者改变节奏的通知。 演示起搏系统还包括一个查询模块，用于在幻灯片切换期间调度和呈现观众对演示者的演讲者的查询。

公开(公告)号：US20150207938A1

公开(公告)日：2015-07-23

申请号：US14674560

申请日：2015-03-31

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Reinhard P. Klemm

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M2201/18 ,  H04M2203/555

Abstract: An agent selection system for selecting agents during call routing in a contact center is provided. The agent selection system includes a data mining module to mine agent related data from preconfigured resources e.g., social networking sites. The agent selection system further includes a profile module to build one or more agent profile based on the mined agent related data. The agent selection system further includes a mapping module configured to map a customer profile in a customer work request with the one or more agent profile. The agent selection system further includes a selection module to select an agent for handling the customer work request based on mapping between the customer profile and the one or more agent profile.

Abstract translation: 提供了一种用于在联络中心的呼叫路由期间选择代理的代理选择系统。 代理选择系统包括数据挖掘模块，用于从预先配置的资源（例如，社交网络站点）向矿工代理相关数据。 代理选择系统还包括简档模块，用于基于开采代理相关数据构建一个或多个代理简档。 代理选择系统还包括映射模块，配置成将客户工作请求中的客户简档与一个或多个代理简档进行映射。 代理选择系统还包括选择模块，用于基于客户简档和一个或多个代理简档之间的映射来选择用于处理客户工作请求的代理。

公开(公告)号：US20140255895A1

公开(公告)日：2014-09-11

申请号：US13787627

申请日：2013-03-06

Applicant: AVAYA INC.

Inventor： Shmuel Shaffer ,  Reinhard P. Klemm

IPC: G09B7/02

CPC classification number: G09B7/02

Abstract: A training system for providing training to agents of an enterprise is provided. The training system may include a retrieval module for retrieving content from at least one predetermined resource. The training system further may include a topic determining module for determining at least one topic based on the retrieved content. The training system further may include an answer selecting module for selecting an answer for the at least one topic from the retrieved content based upon predefined rules. The training system further may include a reporting module for reporting the at least one topic and answer to one or more agents of the enterprise.

Abstract translation: 提供了向企业代理人提供培训的培训体系。 训练系统可以包括用于从至少一个预定资源检索内容的检索模块。 训练系统还可以包括用于基于检索到的内容来确定至少一个主题的主题确定模块。 训练系统还可以包括答案选择模块，用于基于预定义的规则从所检索的内容中选择至少一个主题的答案。 训练系统还可以包括报告模块，用于报告至少一个主题并回答企业的一个或多个代理。

公开(公告)号：US20140250182A1

公开(公告)日：2014-09-04

申请号：US13928532

申请日：2013-06-27

Applicant: Avaya Inc.

Inventor： Reinhard P. Klemm ,  Doree Duncan Seligmann

IPC: H04L29/08

CPC classification number: H04L67/306 ,  H04W4/21

Abstract: An event selection system for computing user migration pattern across social network pages is provided. The event selection system includes a monitor module to monitor predetermined activities of social media users on preconfigured resources. The event selection system further includes a profile module to build a social media user profile based on the monitored activities of the social media users. The event selection system further includes a computing module to compute user migration patterns based on the social media user profiles. The event selection system further includes a display module to display the user migration patterns on a system user terminal. The event selection system further includes a reporting module configured to produce a report based on the monitored social media user activities.

Abstract translation: 提供了一种用于在社交网页上计算用户迁移模式的事件选择系统。 事件选择系统包括监视器模块，用于监视社交媒体用户预先配置的资源的预定活动。 事件选择系统还包括基于所监视的社交媒体用户的活动来构建社交媒体用户简档的简档模块。 事件选择系统还包括基于社交媒体用户简档来计算用户迁移模式的计算模块。 事件选择系统还包括在系统用户终端上显示用户迁移模式的显示模块。 所述事件选择系统还包括报告模块，所述报告模块被配置为基于所监视的社交媒体用户活动来生成报告。