公开(公告)号：US11264012B2

公开(公告)日：2022-03-01

申请号：US16731542

申请日：2019-12-31

Applicant: Avaya Inc.

Inventor： Piyush Mital ,  Nikita Kotak ,  Asmita Gokhale ,  Robert E. Braudes

IPC: G10L15/00 ,  G10L15/26 ,  G10L15/18 ,  H04L51/00 ,  G10L15/22 ,  G06K9/00 ,  G10L25/63 ,  H04L41/0806 ,  H04L41/12

Abstract: Conversations between agents of a contact center and a customer are often transcribed so that text is maintained. However, text conversations consist only of text and omit significant portions of a conversation that are conveyed outside of the specific words spoken. By determining the emotion, tone, or other aspect in a conversation, which may contradict the text content, a data structure may be maintained such that the textual content is annotated with emotion or tonal information and/or utilized in a routing decision to cause a communication network to be altered, such as to include at least one additional node based upon a particular emotion or tone.

公开(公告)号：US20210201897A1

公开(公告)日：2021-07-01

申请号：US16731542

申请日：2019-12-31

Applicant: Avaya Inc.

Inventor： Piyush Mital ,  Nikita Kotak ,  Asmita Gokhale ,  Robert E. Braudes

IPC: G10L15/18 ,  H04L12/58 ,  G10L15/22 ,  G06K9/00 ,  G10L25/63

Abstract: Conversations between agents of a contact center and a customer are often transcribed so that text is maintained. However, text conversations consist only of text and omit significant portions of a conversation that are conveyed outside of the specific words spoken. By determining the emotion, tone, or other aspect in a conversation, which may contradict the text content, a data structure may be maintained such that the textual content is annotated with emotion or tonal information and/or utilized in a routing decision to cause a communication network to be altered, such as to include at least one additional node based upon a particular emotion or tone.

公开(公告)号：US20210192536A1

公开(公告)日：2021-06-24

申请号：US16726677

申请日：2019-12-24

Applicant: Avaya Inc.

Inventor： Asmita Gokhale ,  Shamik Shah ,  Valentine C. Matula

IPC: G06Q30/00 ,  H04L12/58 ,  G10L15/22 ,  G10L19/00 ,  G10L25/63

Abstract: Contact centers strive to successfully resolve communications with customers as efficiently and effectively as possible. While providing prompts or scripts to agents may assist in the content delivered to the customer by the agent, such prompts or scripts lack emotion and cause the agent to rely on their own determination of what is appropriate, which may not be appropriate for a particular communication with a customer. By determining and prompting an agent to utilize a particular emotion, agents may better relate to the customer and improve the opportunity to successfully conclude the communication sooner than normal and allow resource to be utilized for other purposes.