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公开(公告)号：US11012570B2
公开(公告)日：2021-05-18
申请号：US16259059
申请日：2019-01-28
Applicant: Avaya Inc.
Inventor： Harshad Apshankar , Valentine C. Matula
Abstract: A computer-implemented process includes receiving an incoming contact at a contact center from a user; identifying a plurality of different portions of the incoming contact, each of a plurality of portions associated with a respective topic; and for each of the different portions, routing that different portion to a respective agent of the contact center based on its associated respective topic. Furthermore, the process includes receiving a respective response from one or more of the respective agents, the respective response pertaining to the different portion routed to that agent; combining the respective response from the one or more of the respective agents to form a first composite response; and forwarding the first composite response to the user.
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公开(公告)号：US20210227076A1
公开(公告)日：2021-07-22
申请号：US17205321
申请日：2021-03-18
Applicant: Avaya Inc.
Inventor： Harshad Apshankar , Valentine C. Matula
Abstract: A computer-implemented process includes receiving an incoming contact at a contact center from a user; identifying a plurality of different portions of the incoming contact, each of a plurality of portions associated with a respective topic; and for each of the different portions, routing that different portion to a respective agent of the contact center based on its associated respective topic. Furthermore, the process includes receiving a respective response from one or more of the respective agents, the respective response pertaining to the different portion routed to that agent; combining the respective response from the one or more of the respective agents to form a first composite response; and forwarding the first composite response to the user.
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公开(公告)号：US11290597B2
公开(公告)日：2022-03-29
申请号：US17205321
申请日：2021-03-18
Applicant: Avaya Inc.
Inventor： Harshad Apshankar , Valentine C. Matula
IPC: H04M3/523 , H04M3/51 , H04L51/046
Abstract: A computer-implemented process includes receiving an incoming contact at a contact center from a user; identifying a plurality of different portions of the incoming contact, each of a plurality of portions associated with a respective topic; and for each of the different portions, routing that different portion to a respective agent of the contact center based on its associated respective topic. Furthermore, the process includes receiving a respective response from one or more of the respective agents, the respective response pertaining to the different portion routed to that agent; combining the respective response from the one or more of the respective agents to form a first composite response; and forwarding the first composite response to the user.
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4.发明申请公开(公告)号：US20200244807A1
公开(公告)日：2020-07-30
申请号：US16259059
申请日：2019-01-28
Applicant: Avaya Inc.
Inventor： Harshad Apshankar , Valentine C. Matula
Abstract: A computer-implemented process includes receiving an incoming contact at a contact center from a user; identifying a plurality of different portions of the incoming contact, each of a plurality of portions associated with a respective topic; and for each of the different portions, routing that different portion to a respective agent of the contact center based on its associated respective topic. Furthermore, the process includes receiving a respective response from one or more of the respective agents, the respective response pertaining to the different portion routed to that agent; combining the respective response from the one or more of the respective agents to form a first composite response; and forwarding the first composite response to the user.
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