公开(公告)号：US10135983B2

公开(公告)日：2018-11-20

申请号：US14951030

申请日：2015-11-24

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  David Skiba

IPC: H04M3/51 ,  H04M3/523 ,  G06Q50/00

Abstract: Associating customers of a contact center with their social media presence may provide mutual benefits to the customer and contact center. For example, a business operating a contact center can receive information about their current and potential customers and customers can receive additional information, incentives, or other perks by allowing access to their social media profile. When a customer initially calls a contact center, they are provided with a code and asked to post the code on a page or other aspect of the company's social media presence. The social media identity of the customer can then be associated with the customer placing the call. The call center can then access additional information about the customer and respond accordingly.

公开(公告)号：US10003692B2

公开(公告)日：2018-06-19

申请号：US15298914

申请日：2016-10-20

Applicant: AVAYA INC

Inventor： David Skiba ,  Reinhard Klemm ,  Patrick Tendick ,  George W. Erhart ,  Wen-Hua Ju

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

CPC classification number: H04M3/5191 ,  H04L51/02 ,  H04M3/5141 ,  H04M3/5175 ,  H04M7/0042 ,  H04M2203/2061

Abstract: Text-based automated customer service agents provide an attractive contact center interaction for may customer-agent communications. However, the “say anything” nature of text may result in additional problems not encountered in prompted interactions. A single misunderstanding or error may cause an automated communication to fail, however, by providing micro-tasks to a human agent, an automated communication may be maintained longer with benefit of a human agent's input. A lack of progress towards completion of a work item may cause the communication to be routed to a human agent and/or a different channel (e.g., voice, email, etc.). Accordingly, a micro-task or an opt-out operation may be provided to maintain the communication with an automated agent for as long as possible but yet provide improved customer service when necessary.

公开(公告)号：US09503575B2

公开(公告)日：2016-11-22

申请号：US14318376

申请日：2014-06-27

Applicant: Avaya Inc.

Inventor： Reinhard Klemm

IPC: H04M3/42 ,  H04M3/428 ,  G06Q50/00

CPC classification number: H04M3/4285 ,  G06Q50/01 ,  H04M3/42068 ,  H04M3/4211

Abstract: Systems and methods for establishing and conducting communication sessions augmented by contextual information. A call originator initiates a request to establish a communication session. The endpoint furnishes information identifying the call originator and intended call recipient(s). The method receives the request from the call originator and retrieves contextual information relating the call originator to the intended call recipient. If no contextual information has yet been derived, the contextual information is generated from data attributes available from one or more social networking sites. In some embodiments, the method generates the contextual information according to a set of rules and, if applicable, user preferences. The method handles the call request based on at least one of a set of rules, user preferences, and scheduling input received from the intended recipient responsive to receipt of the contextual information. The contextual information is accessible to some or all participants before and during the communication session.

Abstract translation: 用于建立和进行通信会话的系统和方法由上下文信息增强。 呼叫发起者发起建立通信会话的请求。 端点提供标识呼叫发起者和预期呼叫接收者的信息。 该方法从呼叫发起者接收请求，并检索与呼叫发起者相关联的呼叫接收者的上下文信息。 如果还没有导出上下文信息，则从一个或多个社交网站可获得的数据属性生成上下文信息。 在一些实施例中，该方法根据一组规则和（如果适用的话）生成用户偏好的上下文信息。 所述方法基于从所述目的地接收者接收的响应于所述上下文信息的接收的一组规则，用户偏好和调度输入中的至少一个来处理所述呼叫请求。 在通信会话之前和期间，一些或所有参与者可访问上下文信息。

公开(公告)号：US09454760B2

公开(公告)日：2016-09-27

申请号：US14103144

申请日：2013-12-11

Applicant: Avaya, Inc.

Inventor： Reinhard Klemm ,  George Erhart ,  Lee Becker ,  David Skiba

IPC: H04M1/64 ,  G06Q30/00 ,  G06F17/28

CPC classification number: G06Q30/01 ,  G06F17/2881

Abstract: Contact centers may incorporate automated agents to respond to inquiries. The inquiries may solicit a substantive response, for example, by providing a time when the inquiry asks for the departure time for a flight. Such responses omit the normal conversational subject matter used to embellish person-to-person conversations and appear are very machine-like. Herein, a source of user context, such as a social media website, customer database, or other data, is accessed. Certain aspects of the customer may then be identified and used to embellish the reply with additional and/or alternative content. As a result, the reply may be more conversational.

Abstract translation: 联络中心可以结合自动化代理来回应查询。 查询可以征求实质性答复，例如，提供询问要求航班起飞时间的时间。 这样的答复省略了用于修饰个人对人对话的正常对话主题，并且出现非常类似机器。 这里，访问诸如社交媒体网站，客户数据库或其他数据的用户上下文来源。 然后可以识别客户的某些方面并用于用附加和/或替代内容来修饰该回复。 因此，答复可能会更多的对话。

公开(公告)号：US20140308970A1

公开(公告)日：2014-10-16

申请号：US13861485

申请日：2013-04-12

Applicant: AVAYA INC.

Inventor： Reinhard Klemm ,  Parameshwaran Krishnan ,  Doree D. Seligmann ,  Navjot Singh

IPC: H04W4/02

CPC classification number: H04W4/02 ,  H04W4/16 ,  H04W16/22

Abstract: Embodiments disclosed herein provide systems and methods for dynamically guiding a user to a target conversation area with a communication device. In a particular embodiment, a method provides receiving a call request to establish a call with a communication device and determining a location of the communication device. The method further provides determining a target conversation area for a user of the communication device to participate in the call based on the location of the communication device. The method also provides directing the user to the target conversation area.

Abstract translation: 本文公开的实施例提供了用于通过通信设备将用户动态地引导到目标会话区域的系统和方法。 在特定实施例中，一种方法提供接收呼叫请求以与通信设备建立呼叫并确定通信设备的位置。 该方法还提供基于通信设备的位置来确定通信设备的用户参与呼叫的目标会话区域。 该方法还提供将用户引导到目标对话区域。

公开(公告)号：US11568426B2

公开(公告)日：2023-01-31

申请号：US14951224

申请日：2015-11-24

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  David Skiba

IPC: G06Q30/02 ,  G06Q50/00 ,  H04M3/51

Abstract: Associating callers of a contact center with their social media identity may provide mutual benefits to the caller and contact center. For example, a business operating a contact center can receive information about their current and potential customers and customers can receive additional information, incentives, or other perks by allowing access to their social media profile. When a caller initially calls a contact center, they are prompted, and possibly incentivized, to check into a virtual venue. The caller may then be known, via an associated social media identity, to the contact center. The virtual venue may then receive access to comments and other posts, such as endorsements, provided by connects to the social media identity and process the call in accordance with the sentiment or utilize the social media network for post-call follow-up.

公开(公告)号：US20190287077A1

公开(公告)日：2019-09-19

申请号：US16434322

申请日：2019-06-07

Applicant: Avaya Inc.

Inventor： Reinhard Klemm

IPC: G06Q10/10 ,  G06F16/60 ,  G06F16/50

Abstract: Systems and methods for dynamically responding to requests for information, derived from one or more data sources, relating to at least one event participant. A notification of a scheduled event is received at a server. The notification identities a plurality of individuals invited to attend or participate in an event. Data attributes relating to the event participants are retrieved from one or more data sources and stored. The data attributes can include personal attributes, professional attributes, and social interaction attributes. Before, during or after an event, requests are received and processed to provide event participants and other interested parties access to contextual information relating event participants to one another, the identities of event participants possessing one or more attributes, and lists of attributes for one or more known event participants. The requests can include images and sound recordings captured during the event.

公开(公告)号：US20170149972A1

公开(公告)日：2017-05-25

申请号：US14951196

申请日：2015-11-24

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  David Skiba

IPC: H04M3/51 ,  H04M3/523 ,  G06Q50/00

CPC classification number: H04M3/5191 ,  G06Q50/01 ,  H04M3/5235

Abstract: Associating callers of a contact center with their social media identity may provide mutual benefits to the caller and contact center. For example, a business operating a contact center can receive information about their current and potential customers and customers can receive additional information, incentives, or other perks by allowing access to their social media profile. When a caller initially calls a contact center, they are prompted, and possibly incentivized, to provide a social media identity. The social media identity may or may not have an affinity with an organization on the social media website. If not, the caller is provided with the opportunity to establish the affinity. If the caller does establish the affinity, the call may be identified as having a positive sentiment or negative sentiment if the caller does not do so. The call, or future calls, with the caller may then be processed accordingly.

公开(公告)号：US20170149971A1

公开(公告)日：2017-05-25

申请号：US14951030

申请日：2015-11-24

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  David Skiba

IPC: H04M3/51 ,  H04M3/523 ,  G06Q50/00

CPC classification number: H04M3/5191 ,  G06Q50/01 ,  H04M3/5235

Abstract: Associating customers of a contact center with their social media presence may provide mutual benefits to the customer and contact center. For example, a business operating a contact center can receive information about their current and potential customers and customers can receive additional information, incentives, or other perks by allowing access to their social media profile. When a customer initially calls a contact center, they are provided with a code and asked to post the code on a page or other aspect of the company's social media presence. The social media identity of the customer can then be associated with the customer placing the call. The call center can then access additional information about the customer and respond accordingly.

公开(公告)号：US20160292204A1

公开(公告)日：2016-10-06

申请号：US14672478

申请日：2015-03-30

Applicant: AVAYA INC.

Inventor： Reinhard Klemm ,  Valentine C. Matula ,  David Skiba

IPC: G06F17/30

CPC classification number: G06F16/3329 ,  G06F16/355

Abstract: At least one social media channel includes a plurality of user messages, which are accessible via a communication network. At least some of the stored messages are retrieved from the at least one social media channel via the communication network, and a collection of frequently asked questions (FAQ) is generated or updated by analyzing the retrieved messages to form a plurality of topical issue clusters. Each topical issue cluster is associated with at least one topic parameter from among a plurality of topic parameters, each topic parameter relates to at least one of use, installation or maintenance of a product or service, and each topical issue cluster includes at least one issue identified by a community of users and at least one resolution of the issue identified by the community of users. The generated or updated FAQ is uploaded to a storage location accessible to the community of users.

Abstract translation: 至少一个社交媒体频道包括可经由通信网络访问的多个用户消息。 经由通信网络从至少一个社交媒体频道检索至少一些所存储的消息，并通过分析所检索的消息来形成或更新常见问题（FAQ）的集合，以形成多个局部问题集群。 每个主题问题集群与多个主题参数中的至少一个主题参数相关联，每个主题参数与产品或服务的使用，安装或维护中的至少一个有关，并且每个主题问题集群包括至少一个问题 由用户社区确定，并至少解决了用户社区确定的问题。 生成或更新的FAQ被上传到用户社区可访问的存储位置。