公开(公告)号：US09172809B1

公开(公告)日：2015-10-27

申请号：US14309587

申请日：2014-06-19

Applicant: Avaya Inc.

Inventor： Audris Mockus ,  Randy Hackbarth ,  John Palframan ,  Brett Shockley

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523

CPC classification number: H04M3/5235

Abstract: Systems, methods, and computer-readable storage media for predicting escalation risks in customer support contexts. A system implementing the example method can identify instances of customer escalation from a corpus of customer support sales, customer support, and product software development data, and determine, for the instances of customer escalation, sets of trigger conditions that were at least partially responsible for respective instances of customer escalation. Then the system can classify each of the instances of customer escalation by problem type based on the set of trigger conditions to yield classifications, and add the classifications, the sets of trigger conditions, and the instances of customer escalation to a database. Then the system can compare the database to support data to identify customers or support tasks that are likely to be escalated, and the system or a user can allocate additional support resources to proactively prevent escalations.

Abstract translation: 用于预测客户支持环境中的升级风险的系统，方法和计算机可读存储介质。 实施示例方法的系统可以从客户支持销售，客户支持和产品软件开发数据的语料库中识别客户升级的实例，并且为客户升级的实例确定至少部分负责的触发条件集合 客户升级的各自实例。 然后，系统可以根据触发条件集合的问题类型对客户升级的每个实例进行分类，以产生分类，并将分类，触发条件集和客户升级实例添加到数据库。 然后，系统可以比较数据库以支持数据以识别客户或支持可能升级的任务，并且系统或用户可以分配额外的支持资源来主动防止升级。

公开(公告)号：US09176729B2

公开(公告)日：2015-11-03

申请号：US14046409

申请日：2013-10-04

Applicant: Avaya Inc.

Inventor： Audris Mockus ,  Randy L. Hackbarth ,  John D. Palframan

IPC: G06F9/44

CPC classification number: G06F8/70 ,  G06F8/20 ,  G06F8/71 ,  G06F11/3616

Abstract: Disclosed herein are systems, methods, and computer-readable storage media for identifying and remediating risky source files. An example system configured to practice the method can gather data describing each file in a source code repository, and generate, using a weighted algorithm based on empirical relationships between the data and customer-found defects, a risk score for each file in the source code repository, wherein the weighted algorithm prioritizes factors based on predictiveness of defects. Then the system can generate a list of files having risk scores above a threshold, and make risk-mitigation recommendations based on the risk scores. A file can include a single file or a collection of files such as a module. The system can identify, for each file in the list of files having risk scores above the threshold, a respective risk type, and make the risk-mitigation recommendation for each file based on the respective risk type.

Abstract translation: 本文公开了用于识别和修复风险源文件的系统，方法和计算机可读存储介质。 配置为实施该方法的示例系统可以收集描述源代码库中的每个文件的数据，并且使用基于数据和客户发现的缺陷之间的经验关系的加权算法来生成源代码中的每个文件的风险分数 存储库，其中加权算法基于缺陷的预测性优先考虑因素。 然后，系统可以生成具有高于阈值的风险分数的文件列表，并根据风险分数进行风险缓解建议。 一个文件可以包括一个文件或一个文件的集合，如一个模块。 系统可以针对风险分数高于阈值的文件列表中的每个文件识别各自的风险类型，并且基于相应的风险类型对每个文件进行风险缓解建议。

公开(公告)号：US09854098B2

公开(公告)日：2017-12-26

申请号：US14951038

申请日：2015-11-24

Applicant: Avaya Inc.

Inventor： Audris Mockus ,  Biswajyoti Pal

IPC: H04M5/00 ,  H04M3/51 ,  H04L12/58 ,  G06F17/30

CPC classification number: H04M3/5183 ,  G06F17/30654 ,  H04L51/046 ,  H04L51/16 ,  H04M3/5108 ,  H04M3/5141 ,  H04M2203/556

Abstract: An electronic communication is received from a first communication device by a multi-tasking operating system. For example, a customer has entered a service request at a web site, which is received by the multi-tasking operating system. The electronic communication comprises a plurality of items of information associated with a service request. An accuracy level for the plurality of items of information is determined. The accuracy level for the plurality of items is based on a history of prior electronic communications. In response to determining the accuracy level for the plurality of items of information associated with the service request, a communication system associated with a contact center and/or a contact center agent is identified. In response to identifying the communication system associated with the contact center and/or contact center agent, the electronic communication is routed to the communication system associated with the contact center and/or contact center agent.

公开(公告)号：US20170149969A1

公开(公告)日：2017-05-25

申请号：US14951038

申请日：2015-11-24

Applicant: Avaya Inc.

Inventor： Audris Mockus ,  Biswajyoti Pal

IPC: H04M3/51 ,  H04L12/58 ,  G06F17/27

CPC classification number: H04M3/5183 ,  G06F17/30654 ,  H04L51/046 ,  H04L51/16 ,  H04M3/5108 ,  H04M3/5141 ,  H04M2203/556

Abstract: An electronic communication is received from a first communication device by a multi-tasking operating system. For example, a customer has entered a service request at a web site, which is received by the multi-tasking operating system. The electronic communication comprises a plurality of items of information associated with a service request. An accuracy level for the plurality of items of information is determined. The accuracy level for the plurality of items is based on a history of prior electronic communications. In response to determining the accuracy level for the plurality of items of information associated with the service request, a communication system associated with a contact center and/or a contact center agent is identified. In response to identifying the communication system associated with the contact center and/or contact center agent, the electronic communication is routed to the communication system associated with the contact center and/or contact center agent.