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41.发明申请公开(公告)号：US20130254170A1
公开(公告)日：2013-09-26
申请号：US13899286
申请日：2013-05-21
Applicant: Avaya Inc
Inventor： George Erhart , Valentine C. Matula , David Skiba
IPC: G06F17/30
CPC classification number: G06F17/30554 , H04L29/12594 , H04L61/30 , H04L67/22
Abstract: A server executing a social media identity and discovery application and method are provided that scan social networking sites for communications. The target content is found with content indicators when communications are put on a social networking site. The content is recorded and evaluated. If the identified content is contextually significant, the alias and the user account data and/or user data from public records are correlated based on keywords and/or events, and a notification of the correlation is sent to an agency, agent, or a contact center system. The agent or agency may verify that the identity of a poster has been accurately correlated with a customer record in the database or with user data from public records. The agent, the agency, or the system has the opportunity to respond to the communication, despite the anonymity of the poster on the social networking site.
Abstract translation: 提供了执行社交媒体身份和发现应用程序和方法的服务器，其扫描社交网站进行通信。 当通信被放置在社交网站上时，找到目标内容与内容指示符。 内容被记录和评估。 如果所识别的内容是上下文重要的，则来自公共记录的别名和用户帐户数据和/或用户数据基于关键字和/或事件相关联，并且将相关通知发送到代理，代理或联系人 中心系统。 代理或代理可以验证海报的身份是否已经与数据库中的客户记录或公共记录中的用户数据精确地相关。 代理商，代理机构或系统有机会回应通信，尽管社交网站上的海报匿名。
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公开(公告)号：US12026678B2
公开(公告)日：2024-07-02
申请号：US17208422
申请日：2021-03-22
Applicant: Avaya Inc.
Inventor： David Skiba , Valentine C. Matula , George Erhart
CPC classification number: G06Q10/1097 , B25J9/1689 , B25J11/0005 , H04L67/01 , B25J9/003 , B25J9/1679 , B25J9/1697 , G06F9/5038
Abstract: A service robot may be autonomous, with respect to a portion of a customer service task, and coordinated, with respect to another portion of a customer service task. A resource, such as another robot or an agent (human or automated), may monitor or interact with the robot and, in such a combination, perform a customer service task. The robot may be instructed to pause or delay initiation of a robot portion to allow for a resource to become available at a common time that the interaction portion is to be performed to minimize delay and promote better customer service. Should the delay be beyond an acceptable threshold, the robot may engage in a delay task (e.g., slow down, pause, etc.). The delay task may include a social interaction with a human at a service location.
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公开(公告)号：US11700329B2
公开(公告)日：2023-07-11
申请号：US16370462
申请日：2019-03-29
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , Bharti Patwari Poorey , Rajagiri Ravi
CPC classification number: H04M3/5183 , H04M3/5141 , H04M3/5235 , H04M2203/404
Abstract: Communications between agents and customers are a key feature of contact centers. Agents may have a question about how to perform a particular task, a response to the question that other agents may know. A supervisor may be presently unavailable and transferring the customer requires significantly more overhead and resources. The systems and methods herein disclose an agent-to-agent (A-to-A) channel that enables a question to be posed to an agent and receive a response via a dedicated channel for A-to-A communications. Accordingly, the agent may stay engaged with the customer and resolve issues without the need to wait for a supervisor or transfer the customer to another agent.
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44.发明授权公开(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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公开(公告)号：US11289077B2
公开(公告)日：2022-03-29
申请号：US14332115
申请日：2014-07-15
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , Shmuel Shaffer
IPC: G10L15/18 , G10L15/187 , G10L25/51 , G10L15/02
Abstract: A contact center system can receive audio messages. The system can review audio messages by identifying phoneme strings within the audio messages associated with a characteristic. A phoneme can be a component of spoken language. Identified phoneme strings are used to analyze subsequent audio messages to determine the presence of the characteristic without requiring human analysis. Thus, the identification of phoneme strings then can be used to determine a characteristic of audio messages without transcribing the messages.
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Patent Agency Ranking
公开(公告)号：US11182595B2
公开(公告)日：2021-11-23
申请号：US16535169
申请日：2019-08-08
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , Pushkar Yashavant Deole , Sandesh Chopdekar , Sadashiv Vamanrao Deshmukh
Abstract: Real-time modification of video images of humans allows for the video to be modified so that an expression of a subject human may be changed. Customer service agents may have more successful interactions with customers if they display an appropriate facial expression, such as to provide a particular emotional state. By determining an appropriate facial expression, and any deviation from a customer service agent's current expression, a modification to the video image of the customer service agent may be determined and applied. As a result, agents may not have a facial expression that is best suited to successfully resolve a purpose of the interaction, to have the customer be presented with the best-suited facial expression.
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公开(公告)号：US10735591B1
公开(公告)日：2020-08-04
申请号：US16295381
申请日：2019-03-07
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , Rajagiri Ravi , Bharti Patwari Poorey
Abstract: Contact centers strive to match the best resource, commonly an agent, with a customer for an interaction, such as telephone call, text exchange, or email exchange. Often the initial best match is not the best match upon a different agent being identified and/or new information being gathered. Therefore, it is often beneficial to take a call routed to an agent, who may or may not have answered the call, and reroute it to a different agent. If the agent has already answered the call, the benefits need to at least exceed the costs associated with the transfer. To avoid creating an unstable or unending re-assessment, if the cost-benefit for a particular routing (or rerouting) calls between agents has reached a Nash Equilibrium, the system is stable and, absent new information, re-evaluation unnecessary.
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48.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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公开(公告)号：US10210472B2
公开(公告)日：2019-02-19
申请号：US15233465
申请日：2016-08-10
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , David Skiba , George Erhart
IPC: G06Q10/08 , B64C39/02 , G05D1/10 , G06Q30/06 , H04H20/53 , H04L12/24 , H04L29/12 , G01C21/00 , H04W4/04
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.
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公开(公告)号：US10198760B2
公开(公告)日：2019-02-05
申请号：US14254548
申请日：2014-04-16
Applicant: Avaya, Inc.
Inventor： George Erhart , Valentine C. Matula , David Skiba
Abstract: Automated kiosks are often provided in retail settings to provide a convenient and cost-effective means to assist customers of the retail setting and as an alternative or supplement to human agents. Kiosks may work well for certain customers and actions, however, the customer and/or kiosk may fail to effectively interact with each other and leave the customer dissatisfied with the interaction. By determining a meta-meaning associated with a customer's actions with a kiosk, the kiosk may be able to determine whether an agent should be summoned to assist the customer. For example, a customer may be using the kiosk for an unusually long time. In response, an available agent may be notified and approach the customer to offer their assistance; without the customer explicitly requesting such assistance. As a benefit, the retail setting may appear more in-touch with the needs of the customer.
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