-
公开(公告)号：US11388131B2
公开(公告)日：2022-07-12
申请号：US14586691
申请日：2014-12-30
Applicant: Avaya Inc.
Inventor： Reinhard Klemm , Valentine Matula
Abstract: A contact center is operated by reference to response time statistics and social media analytics. A method for identifying a user population's sensitivity to response time delay comprises monitoring social network messaging activity to identify user messages associated with the user population. In some embodiments, the activity relates to at least one of an entity or a product or service associated with the entity. The user population may be selected on the basis of a socio-demographic characteristic or on the basis of observable social networking behavior and/or sentiment over a prior selection phase. The method further includes selecting a loyalty transition boundary identified by detecting a difference in aggregate sentiment between a first group of users receiving a response delayed by a first time period and a second group of users receiving a response delayed by a second time period greater than the first time period.
-
2.发明申请公开(公告)号：US20170085515A1
公开(公告)日：2017-03-23
申请号：US14586691
申请日：2014-12-30
Applicant: Avaya Inc.
Inventor： Reinhard Klemm , Valentine Matula
CPC classification number: H04L51/32 , H04L51/046 , H04L67/22
Abstract: A contact center is operated by reference to response time statistics and social media analytics. A method for identifying a user population's sensitivity to response time delay comprises monitoring social network messaging activity to identify user messages associated with the user population. In some embodiments, the activity relates to at least one of an entity or a product or service associated with the entity. The user population may be selected on the basis of a socio-demographic characteristic or on the basis of observable social networking behavior and/or sentiment over a prior selection phase. The method further includes selecting a loyalty transition boundary identified by detecting a difference in aggregate sentiment between a first group of users receiving a response delayed by a first time period and a second group of users receiving a response delayed by a second time period greater than the first time period.
-
3.发明授权公开(公告)号：US09894201B1
公开(公告)日：2018-02-13
申请号：US15378507
申请日：2016-12-14
Applicant: AVAYA INC.
Inventor： Valentine Matula , David Skiba , George Erhart
CPC classification number: H04M3/5141 , H04M3/5191 , H04M3/5233 , H04M3/5235 , H04M7/0042
Abstract: Contact center agents are often presented work items utilizing voice, video, and text. Text messages are often processed concurrently with other text or non-text messages. In order to avoid over or under utilizing agents, contact centers may determine an initial complexity for a work item and route the work item to an agent having the skills and capacity to accommodate the initial complexity. However, the initial complexity may differ from an observed complexity as the agent processes the work item. Accordingly, systems and methods are provided to monitor ongoing text message complexity and route subsequent work items to agents based on an observed complexity provided, at least in part, by the complexity of text-based work item current being processed, and the agents capacity to process the subsequent work item.
-
-
Search Results
3
records
(took 0.014 seconds)
