公开(公告)号：US20210195029A1

公开(公告)日：2021-06-24

申请号：US16726627

申请日：2019-12-24

Applicant: Avaya Inc.

Inventor： Ishaan Aggarwal ,  Divakar Kumar Ray ,  Anjum Siddique

IPC: H04M3/523 ,  G06Q30/00 ,  G06Q10/06 ,  G10L15/22 ,  G10L15/00

Abstract: Humans often understand speech at a rate closing matching their own rate of speech. However, this is an average and natural speech will have a fluctuating rate of speech. Mandating that a must speak at a certain rate, such as to accommodate the preferred rate of another person, is distracting to the speaker and often results in a noticeably unnatural patter of speech. By automatically identifying a preferred speaking rate, a customer of a contact center may automatically be matched to an agent who naturally speaks at the same rate, with an acceptable margin of error, as the customer. Accordingly, the selected agent requires no coaching with regard to the rate of speech and may naturally converse with the customer.

公开(公告)号：US20210182430A1

公开(公告)日：2021-06-17

申请号：US16714376

申请日：2019-12-13

Applicant: Avaya Inc.

Inventor： Manish Negi ,  Sujata Anand Gole ,  Divakar Kumar Ray

IPC: G06F21/62 ,  G06N3/08 ,  G06F16/176

Abstract: Embodiments described herein provide systems and methods for automatically censoring sensitive data from a shared document in a collaborative document-sharing session. Methods and systems include receiving, by a processor of a computer system executing an application participating in the collaborative document-sharing session, a document to upload to the session. Methods and systems include analyzing a plurality of portions of the document. Methods and systems include based on the analysis of the plurality of portions, identifying a first one or more of the portions of the document containing sensitive information. Methods and systems include using an artificial intelligence system to identify sensitive information contained within the documents. Methods and systems include modifying a copy of the document to block the first one or more of the portions of the document containing sensitive information. Methods and systems include displaying the modified copy of the document in the collaborative document-sharing session.