公开(公告)号：US20160098663A1

公开(公告)日：2016-04-07

申请号：US14507127

申请日：2014-10-06

Applicant: Avaya Inc.

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

IPC: G06Q10/06 ,  G06Q10/10

CPC classification number: G06Q10/06393 ,  G06Q10/105 ,  H04M3/5175 ,  H04M3/523

Abstract: Contact centers continually monitor the performance of their resources (e.g., human and automated agents) used for processing work items. An agent with a primary skill receives a flow of work items each having an attribute associated with that particular primary skill. However, agents often have non-primary skills and may serve as a backup for other agents. Measuring the agent's skill level with respect to a non-primary skill allows agents to be scored and potentially identified as having the skill as a primary skill. Selectively providing agents with non-primary work items and monitoring the agent's performance with those work items provides a means to assess an agent's non-primary skill using real work items and without the need for testing resources.

Abstract translation: 联络中心不断监测用于处理工作项目的资源（例如人力和自动化代理人）的表现。 具有主要技能的代理接收每个具有与该特定主要技能相关联的属性的工作项流。 然而，代理商通常具有非主要技能，并可作为其他代理人的备份。 相对于非主要技能来测量代理人的技能水平，可以让代理人得分并将其识别为将技能作为主要技能。 选择性地向代理商提供非主要工作项目，并通过这些工作项目监控代理人的绩效提供了一种方法来评估代理人的非主要技能，并使用实际工作项目，而不需要测试资源。

公开(公告)号：US20160034841A1

公开(公告)日：2016-02-04

申请号：US14449620

申请日：2014-08-01

Applicant: AVAYA INC.

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

IPC: G06Q10/06 ,  H04M3/523 ,  H04M3/51

CPC classification number: G06Q10/063112 ,  H04M3/5233 ,  H04M2203/402 ,  H04M2203/404 ,  H04M2203/559

Abstract: A contact center, methods, and mechanisms are provided for dynamically assembling a team of resources to handle a work item. The work item is analyzed for any needs and a suitable team of resources is selected based at least partially on those needs. Each of the resources can be reserved and applied to a work item for a duration of time that the work item is being handled. As the workflow associated with the work item progresses, the needs of the work item are reevaluated for any changes that may require a modification to the team of resources. When the changes require modification, the team of resources can be adjusted on the fly to suit the changing needs of the work item.

Abstract translation: 提供了联络中心，方法和机制，用于动态组合一组资源以处理工作项。 根据任何需求分析工作项目，至少部分地基于这些需求选择合适的资源小组。 每个资源可以保留并应用到工作项目一段时间，正在处理工作项。 随着与工作项目相关联的工作进展，对可能需要对资源团队进行修改的任何更改都会重新评估工作项的需求。 当变更需要修改时，资源团队可以随时调整，以适应工作项目不断变化的需求。

公开(公告)号：US20150364134A1

公开(公告)日：2015-12-17

申请号：US14690649

申请日：2015-04-20

Applicant: Avaya Inc.

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

IPC: G10L15/19

CPC classification number: G10L15/19 ,  G06F17/2785 ,  G10L15/22 ,  G10L2015/228

Abstract: A geo-spatial grammar comprises rules, syntax, and other means by which a data input is determined to have a meaning associated with a particular event. The event may then be provided to an application, such as a calendaring or messaging application. As a benefit, an input, such as a user speaking the phrase, “I'll be there in an hour,” may be interpreted, via the geo-spatial grammar, as an event (e.g., “I'll be in the office,” “I'll join you for dinner,” “I'll be home,” etc.). An application may then perform an action based upon the event (e.g., reschedule the meeting that starts in five minutes, present directions to the restaurant on the user's car's navigation system, notify the user's spouse, etc.).

Abstract translation: 地理空间语法包括规则，语法和确定数据输入具有与特定事件相关联的含义的其他方式。 然后可以将事件提供给诸如日历或消息收发应用的应用。 作为一个好处，一个输入，例如用户说短语“我将在一个小时内到达”，可以通过地理空间语法来解释为一个事件（例如，“我会在 办公室“，”我会和你一起吃饭“，”我会回家“等等）。 然后，应用程序可以基于事件执行动作（例如，重新安排在五分钟内开始的会议，向用户的汽车导航系统上的餐厅呈现指示，通知用户的配偶等）。

公开(公告)号：US20150262237A1

公开(公告)日：2015-09-17

申请号：US14609615

申请日：2015-01-30

Applicant: Avaya Inc.

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

IPC: G06Q30/02

CPC classification number: G06Q30/0261 ,  H04M3/5141 ,  H04M3/5183

Abstract: Businesses have long appreciated the advantages of anticipating potential customers' needs. Directing marketing activities towards non-customers, persons not having such a need, wastes resources of the business and may damage a business' reputation. By providing a location-based analysis of a user's activities, such as by an opt-in application for a mobile device carried by the user, subject matter relevant and timely information on goods and/or services of the business may be provided to the user.

Abstract translation: 企业一直赞赏预测潜在客户需求的优势。 针对非客户的营销活动，没有这种需求的人员，会浪费业务资源，并可能损害企业的声誉。 通过提供用户活动的基于位置的分析，例如通过用户携带的移动设备的选择加入应用，可以向用户提供与业务的商品和/或服务相关的及时的信息的主题 。

公开(公告)号：US20150221299A1

公开(公告)日：2015-08-06

申请号：US14172297

申请日：2014-02-04

Applicant: Avaya, Inc.

Inventor： Valentine C. Matula ,  Shmuel Shaffer

IPC: G10L15/08 ,  H04M3/51 ,  G10L25/48

CPC classification number: G10L15/08 ,  G10L25/48 ,  G10L25/51 ,  G10L2015/088 ,  H04M3/2227 ,  H04M3/51 ,  H04M3/5175 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/404

Abstract: Contact center agents often work in close proximity to other agents. As a primary agent is engaged in a call, a neighboring agent speech may be picked up by the primary agent's microphone. Contact centers using automated speech recognition systems may monitor the agent's speech for key terms and, if detected, respond accordingly. Determining a primary agent spoke a key term, when the true speaker of the key term is a neighboring agent, may cause errors or other problems. Characterizing at least the primary agent's voice and then, once a key term is detected, determining if it was the primary agent that spoke the key term, may help to reduce the errors. Additionally, computational requirements may be reduced as non-key terms may be quickly discarded and optionally, key terms determined to not have been spoke by the primary agent, may also be discarded without further processing.

Abstract translation: 联络中心代理商经常在其他代理商附近工作。 作为主要代理人进行呼叫，可以由主代理的麦克风拾取相邻代理语音。 使用自动语音识别系统的联络中心可以监控代理人的关键词语，并且如果检测到，则相应地进行响应。 确定主要代理人是一个关键术语，当关键术语的真正发言人是相邻代理人时，可能会导致错误或其他问题。 至少表征主代理的语音，然后，一旦检测到关键术语，确定是否是主要代理人谈论关键术语，可能有助于减少错误。 此外，由于非关键术语可能被快速丢弃，并且可选地，被确定为不被主代理人讲话的关键术语也可能被丢弃，而无需进一步处理，可以减少计算要求。

公开(公告)号：US20150127558A1

公开(公告)日：2015-05-07

申请号：US14594829

申请日：2015-01-12

Applicant: Avaya Inc.

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

IPC: G06Q30/00 ,  G06Q10/10 ,  G06Q50/00

CPC classification number: G06Q30/016 ,  G06Q10/107 ,  G06Q30/02 ,  G06Q50/01 ,  H04L51/32 ,  H04L51/34 ,  H04L67/22 ,  H04M3/5141 ,  H04M2203/655

Abstract: Some social networks provide message histories that record information about previous posts that users make to the social media network. From this information, a contact center determines trends in the usage of a social media network by a user. The contact center can mine the message history database for times, frequency of posts, location of the user during posts, and other information provided in the message histories. From this information or metadata about the messages, the contact center develops trends about the user's postings of messages on social media networks. The contact center can further receive subsequent posts and read metadata related to the subsequent posts. The new metadata can be used to modify the trends over time.

Abstract translation: 一些社交网络提供消息历史记录，用于记录用户对社交媒体网络所做的先前帖子的信息。 根据该信息，联络中心确定用户使用社交媒体网络的趋势。 联络中心可以为消息历史数据库挖掘时间，职位频率，职位期间用户的位置以及消息历史中提供的其他信息。 根据关于消息的这些信息或元数据，联络中心会发布用户在社交媒体网络上发布消息的趋势。 联络中心可以进一步接收后续职位并阅读与后续员额相关的元数据。 新的元数据可以用于随时间修改趋势。

公开(公告)号：US20150006143A1

公开(公告)日：2015-01-01

申请号：US13929090

申请日：2013-06-27

Applicant: Avaya Inc.

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

IPC: G06F17/28

CPC classification number: G06F17/271 ,  G06F17/275 ,  G06F17/2785 ,  G06F17/289

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.

Abstract translation: 描述语义翻译模型系统以及用于管理它的各种方法和机制。 本文提出的语义翻译模型系统以多种语言创建了中间表示和知识库，减少了翻译所需的时间和昂贵的资源以及对书面通信的自动响应。 该系统还消除了翻译受到人的写作风格和人类误解的影响的问题，并提供正在进行的翻译以保持系统的最新状态。

公开(公告)号：US20140321633A1

公开(公告)日：2014-10-30

申请号：US13872563

申请日：2013-04-29

Applicant: AVAYA INC.

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

IPC: G06Q10/06 ,  H04M3/51

CPC classification number: G06Q10/063118 ,  H04M3/5175 ,  H04M2203/402 ,  H04M2203/405

Abstract: A prioritization and time allocation by customer service is provided, whereby the customer service agents are incentivized to accept those tasks which more closely align with the objectives of a call center. Individual agents will then be able to pursue their own methodology to achieve their own goals and, in the process, pursue an objective of the contact center.

Abstract translation: 提供客户服务的优先次序和时间分配，从而鼓励客户服务代理人接受与呼叫中心更紧密一致的任务。 然后，个人代理人将能够追求自己的方法来实现自己的目标，并在此过程中追求联络中心的目标。

公开(公告)号：US20140270145A1

公开(公告)日：2014-09-18

申请号：US13833453

申请日：2013-03-15

Applicant: AVAYA INC.

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

IPC: H04M3/523

CPC classification number: H04M3/523 ,  H04M3/5166 ,  H04M3/5235 ,  H04M2203/655

Abstract: A system can determine a best routing of a customer contact based on analysis of one or more automatically generated answers. A customer may provide an inquiry through a social media contact. The contact center can analyze the inquiry to generate one or more automated answers. The system then analyzes the automated answers. The analysis may include studying various attributes of the answer, either in relation to the inquiry or based in historical data. From the analysis, the system can modify the answers and/or provide a different or improved pool of agents to handle the contact. Thus, an improved set of answers and agents is provided for managing the contact.

Abstract translation: 系统可以基于对一个或多个自动生成的答案的分析来确定客户联系人的最佳路由。 客户可以通过社交媒体联系人提供查询。 联络中心可以分析查询以生成一个或多个自动答案。 系统然后分析自动答案。 分析可以包括研究答案的各种属性，无论是关于查询还是基于历史数据。 从分析中，系统可以修改答案和/或提供不同或改进的代理池来处理联系人。 因此，提供了一组改进的答案和代理来管理联系人。

公开(公告)号：US20140100848A1

公开(公告)日：2014-04-10

申请号：US13646303

申请日：2012-10-05

Applicant: AVAYA INC.

Inventor： Shmuel Shaffer ,  Keith Ponting ,  Valentine C. Matula

IPC: G10L15/00

CPC classification number: G10L15/22 ,  G10L15/00 ,  G10L15/265 ,  G10L17/22 ,  G10L2015/088 ,  G10L2015/221

Abstract: Methods and systems for identifying specified phrases within audio streams are provided. More particularly, a phrase is specified. An audio stream is them monitored for the phrase. In response to determining that the audio stream contains the phrase, verification from a user that the phrase was in fact included in the audio stream is requested. If such verification is received, the portion of the audio stream including the phrase is recorded. The recorded phrase can then be applied to identify future instances of the phrase in monitored audio streams.

Abstract translation: 提供了用于识别音频流中指定短语的方法和系统。 更具体地，指定短语。 他们监听了一个音频流。 响应于确定音频流包含短语，请求从用户的验证，该短语实际上包括在音频流中。 如果接收到这种验证，则记录包括短语的音频流的部分。 然后可以应用记录的短语来识别被监听的音频流中短语的未来实例。