公开(公告)号：US09020135B2

公开(公告)日：2015-04-28

申请号：US14023018

申请日：2013-09-10

Applicant: Avaya Inc.

Inventor： David Skiba ,  George W. Erhart ,  Lee Becker ,  Valentine C. Matula

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06F17/28 ,  G06Q50/00 ,  G10L15/18 ,  H04L12/58 ,  G06F17/27

CPC classification number: H04M3/5175 ,  A47L13/20 ,  G06F17/27 ,  G06F17/28 ,  G06Q50/01 ,  G10L15/18 ,  G10L15/1822 ,  H04L51/046 ,  H04L51/32 ,  H04M2201/18 ,  H04M2203/357 ,  H04M2203/551

Abstract: A contact center system can receive messages from consumers. The system can then interact with the consumer or customer using a dialog. Before conducting the session with the consumer, past interactions using the dialog are reviewed to determine words, phrases, and other information that caused the dialog to be successful. The information is stored as norms. Upon beginning a new interaction with the dialog, the norms and the past successful dialogs are retrieved and compared to the active dialog while the interaction is on-going. The comparison is then used to ensure that the present active dialog will lead to a successful outcome or to resolve any issued if the outcome is not likely to be successful.

Abstract translation: 联络中心系统可以接收消费者的消息。 然后，系统可以使用对话框与消费者或客户进行交互。 在与消费者进行会议之前，将审查使用对话框的过去交互，以确定导致对话框成功的单词，短语和其他信息。 信息存储为规范。 在与对话框开始新的交互之后，将会检索规范和过去成功的对话框，并将其与活动对话框进行比较，同时进行交互。 然后使用比较来确保当前的活动对话将导致成功的结果，或者如果结果不太可能成功，则解决任何已发布的对话。

公开(公告)号：US20150073775A1

公开(公告)日：2015-03-12

申请号：US14024334

申请日：2013-09-11

Applicant: Avaya, Inc.

Inventor： David Skiba ,  George Erhart ,  Lee Becker ,  Valentine C. Matula

IPC: G06F17/27

CPC classification number: G06F17/2785 ,  G05B13/048 ,  G06F17/10 ,  G06F17/27 ,  H04N21/251

Abstract: The sentiment of a message may not be obtainable from the message itself. However, many messages have an associated context that provides information useful in determining the sentiment of a message. Messages may include links to other resources, such as graphics or videos, which in turn include titles, comments, viewer ratings or other attributes that may provide a sentiment of the message.

Abstract translation: 消息本身可能无法获取消息的情绪。 然而，许多消息具有相关联的上下文，其提供用于确定消息的情绪的信息。 消息可以包括指向其他​​资源的链接，诸如图形或视频，其又包括标题，评论，观看者评级或可能提供消息的情绪的其他属性。

公开(公告)号：US20210192536A1

公开(公告)日：2021-06-24

申请号：US16726677

申请日：2019-12-24

Applicant: Avaya Inc.

Inventor： Asmita Gokhale ,  Shamik Shah ,  Valentine C. Matula

IPC: G06Q30/00 ,  H04L12/58 ,  G10L15/22 ,  G10L19/00 ,  G10L25/63

Abstract: Contact centers strive to successfully resolve communications with customers as efficiently and effectively as possible. While providing prompts or scripts to agents may assist in the content delivered to the customer by the agent, such prompts or scripts lack emotion and cause the agent to rely on their own determination of what is appropriate, which may not be appropriate for a particular communication with a customer. By determining and prompting an agent to utilize a particular emotion, agents may better relate to the customer and improve the opportunity to successfully conclude the communication sooner than normal and allow resource to be utilized for other purposes.

公开(公告)号：US10599765B2

公开(公告)日：2020-03-24

申请号：US13929090

申请日：2013-06-27

Applicant: Avaya Inc.

Inventor： David Skiba ,  George Erhart ,  Lee Becker ,  Valentine C. Matula

IPC: G06F17/27 ,  G06F17/28

Abstract: A semantic translation model system is described along with various methods and mechanisms for administering the same. The semantic translation model system proposed herein creates an intermediate representation and a knowledge base in multiple languages, reducing the amount of time and expensive resources typically required for translation and automatic response to written communications. The system also removes the problem of a translation being influenced by a person's writing style and human misinterpretation and provides ongoing translation to keep the system current.

公开(公告)号：US10124491B2

公开(公告)日：2018-11-13

申请号：US15086478

申请日：2016-03-31

Applicant: Avaya Inc.

Inventor： George Erhart ,  Valentine C. Matula ,  David Skiba

IPC: B25J11/00 ,  B25J13/00 ,  B25J9/16 ,  B25J19/02 ,  G06N3/00

Abstract: A customer service robot may be limited to a maximum physical ability, such as speed of travel, speed of a robotic arm, etc. However, certain customers may be uncomfortable with a robot operating at the maximum capacity. Accordingly, a customer may have an attribute associated with a performance-limiting criteria. The criteria then limits the robot to operations within operational parameters associated with the performance-limiting criteria. As a benefit, a robot may be transformed to provide a better customer service experience by working quickly to address a customer service task, but within the confines of what a particular customer, or customer type, may consider comfortable or acceptable.

公开(公告)号：US20170286651A1

公开(公告)日：2017-10-05

申请号：US15086388

申请日：2016-03-31

Applicant: Avaya Inc.

Inventor： George Erhart ,  David Skiba ,  Valentine C. Matula

IPC: G06F21/31 ,  B25J9/00

CPC classification number: G06F21/31 ,  B25J9/0003 ,  B25J9/1689 ,  B25J11/008 ,  B25J13/006 ,  B25J19/023 ,  G06F2221/2111

Abstract: Robotic customer service agents are provided such that, when properly authenticated, they are operable to perform a customer service task. A contact center may dispatch a robot, an accessory for a customer-owned robot, or instructions to transform an unconfigured robot, such as a generic robot, into a configured robot operable to perform the task. If the robot, such as the base or entire robot, robot at the service location, an associated user, hardware addition, and/or software addition is authentic, then the robot may be operated in an authenticated mode. If non-authenticated, then the robot may operate in a non-authenticated mode, such as one consisting of one or more tasks or features being disabled. Additionally, authentication may be temporary (e.g., time restricted) or event restricted (e.g., as long as a result stays within a given range, the robot is being observed, etc.).

公开(公告)号：US20160350702A1

公开(公告)日：2016-12-01

申请号：US15233465

申请日：2016-08-10

Applicant: Avaya Inc.

Inventor： Valentine C. Matula ,  David Skiba ,  George Erhart

IPC: G06Q10/08 ,  H04W4/04 ,  G06Q30/06 ,  H04H20/53 ,  G05D1/10 ,  B64C39/02 ,  H04L29/12 ,  H04L12/24

CPC classification number: G06Q10/083 ,  B64C39/024 ,  B64C2201/128 ,  B64C2201/141 ,  G01C21/00 ,  G05D1/101 ,  G06Q30/0635 ,  H04H20/53 ,  H04L41/22 ,  H04L61/6022 ,  H04L61/6081 ,  H04W4/043 ,  H04W4/30

Abstract: The delivery of goods to a customer comprises a substantial portion of human activity. To correct address errors and/or to more precisely locate delivery locations, systems are provided to assist human, human operated vehicle, or autonomous vehicles to locate a delivery point. Often the location of a delivery point is inaccurate or imprecise. GPS and other coordinate systems often fail or are imprecise without an unobstructed view of the sky. Even with coordinates available, the delivery point may be different from the coordinates or, more commonly, coordinates that are different from some standard point within a postal address associated with the coordinates. Providing a delivery system that utilizes a broadcasted identifier, such as an identifier associated with the order of the item, the delivery of the item may be made proximate to the source of the broadcasted identifier or further refined using the broadcasted identifier as a reference.

Abstract translation: 向客户交付货物包括人类活动的很大一部分。 为了校正地址错误和/或更精确地定位传送位置，提供系统以帮助人类，人造车辆或自主车辆定位传送点。 通常，交货点的位置不准确或不准确。 GPS和其他坐标系统经常会失败或不精确，而无需无阻碍地观察天空。 即使有可用的坐标，传送点也可能不同于与坐标相关联的邮政地址内的某些标准点的坐标或更常见的坐标。 提供利用广播的标识符（诸如与项目的顺序相关联的标识符）的传送系统，可以使广播的标识符的源接近于广播的标识符的源，或者使用广播的标识符作为参考进一步细化。

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。

公开(公告)号：US09456075B2

公开(公告)日：2016-09-27

申请号：US14512622

申请日：2014-10-13

Applicant: Avaya Inc.

Inventor： Keith Ponting ,  David Skiba ,  Valentine C. Matula

IPC: G10L15/00 ,  G10L15/06 ,  G10L19/12 ,  G10L21/00 ,  H04M3/22 ,  H04M3/51 ,  H04M3/36

CPC classification number: H04M3/2227 ,  H04L65/403 ,  H04L65/80 ,  H04M3/2209 ,  H04M3/36 ,  H04M3/5175 ,  H04M7/0072 ,  H04M7/1205 ,  H04M2203/404 ,  H04M2203/406

Abstract: In order to detect a specific codec sequence being used, a signal that is based on a codec sequence is analyzed. The signal is analyzed to determine if there is a pattern in the signal. A pattern of a codec sequence can be a unique pattern of frames, frequencies and/or frequency ranges that are generated based on a specific codec sequence. The pattern is compared to one or more previously stored patterns of codec sequences to see if there is a match. If there is a match, an event is generated. For example, if a known codec sequence that has a poor signal quality is determined to be in use for a voice call, the parties may be notified that the call is likely to be a low quality voice call.

Abstract translation: 为了检测正在使用的特定编解码器序列，分析基于编解码器序列的信号。 分析信号以确定信号中是否存在图案。 编解码器序列的模式可以是基于特定编解码器序列生成的帧，频率和/或频率范围的唯一模式。 将该模式与一个或多个先前存储的编解码器序列的模式进行比较，以查看是否存在匹配。 如果有匹配，则会生成事件。 例如，如果确定具有差的信号质量的已知编解码器序列正在用于语音呼叫，则可以通知各方该呼叫可能是低质量语音呼叫。

公开(公告)号：US20160182719A1

公开(公告)日：2016-06-23

申请号：US14573898

申请日：2014-12-17

Applicant: Avaya Inc.

Inventor： David Skiba ,  Valentine C. Matula ,  George Erhart

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5233

Abstract: Customer of a contact center often provide information related to their call that is use to route the call to an appropriate agent. As a result, a work item is created and routed to an agent selected, at least in part, as having a skill associated with the information provided. However, the information is often missing or wrong. As an agent processes the work item, it may become apparent that the work item was misrouted and if the true nature of the work item was known earlier, the work item would have been routed to a different agent. Provided with respect to certain embodiments, misrouted work items are identified and, if appropriate, rerouted to an appropriate agent for processing.

Abstract translation: 联络中心的客户经常提供与呼叫相关的信息，用于将呼叫路由到适当的代理。 因此，创建工作项并将其路由到至少部分地被选择为具有与提供的信息相关联的技能的代理。 但是，这些信息往往丢失或错误。 作为代理处理工作项目，工作项目可能会被错误地显示出来，并且如果工作项目的真实性质早已知道，则工作项目将被路由到不同的代理。 对于某些实施例，对错误路由的工作项目进行识别，如果合适，则重新路由到适当的代理进行处理。