公开(公告)号：US20180315006A1

公开(公告)日：2018-11-01

申请号：US16029868

申请日：2018-07-09

Applicant: Avaya Inc.

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

IPC: G06Q10/08 ,  H04L29/12 ,  H04H20/53 ,  H04L12/24 ,  G06Q30/06 ,  G05D1/10 ,  G01C21/00 ,  B64C39/02

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

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.

公开(公告)号：US10040201B2

公开(公告)日：2018-08-07

申请号：US15086506

申请日：2016-03-31

Applicant: Avaya Inc.

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

IPC: B25J11/00 ,  B25J9/16 ,  B25J3/00

Abstract: A service robot is provided to communicate with other devices of a service location, such as another robot. A first and second robot may be tasked with performing a customer service task requiring a physical interaction. The first robot may determine that the second robot lacks instructions to perform the customer service task. Upon making the determination, the first robot retrieves physical interaction instructions and causes the second robot to load and execute the physical interaction instructions. The second robot is then transformed, by the first robot, into a configured robot able to perform the customer service task.

公开(公告)号：US20170286916A1

公开(公告)日：2017-10-05

申请号：US15086541

申请日：2016-03-31

Applicant: Avaya Inc.

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

IPC: G06Q10/10 ,  B25J9/16

CPC classification number: G06Q10/1097 ,  B25J9/003 ,  B25J9/1679 ,  B25J9/1689 ,  B25J9/1697 ,  B25J11/0005 ,  G06F9/5038 ,  H04L67/42

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.

公开(公告)号：US20170286708A1

公开(公告)日：2017-10-05

申请号：US15086424

申请日：2016-03-31

Applicant: Avaya Inc.

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

IPC: G06F21/62 ,  G06F21/56

CPC classification number: G06F21/6218 ,  G06F21/56 ,  G06F21/57 ,  Y10S901/50

Abstract: A robotic customer service agent (“robot”) is provided to a service location. The robot may present a number of security concerns that, whether realized or not, present barriers to acceptance. A robot is provided that is determined to be in compliance with a security criteria. The security criteria may be related to software (e.g., running anti-virus software), hardware (e.g., an added camera is secure), communication (e.g., no unexpected communications), or other aspect. Should the robot be in compliance, it may operate in a secure mode, such as to perform or access more sensitive information. If the robot is not in compliance, the robot is operated in a non-secure mode, such as to block data transmissions, information capturing, or other process or operation that may present a security risk.

公开(公告)号：US20170285628A1

公开(公告)日：2017-10-05

申请号：US15086335

申请日：2016-03-31

Applicant: Avaya Inc.

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

IPC: G05D1/00 ,  B25J13/00

CPC classification number: G05D1/0016 ,  B25J9/1674 ,  B25J11/008 ,  B25J13/006 ,  G05D1/0022 ,  G06Q10/00 ,  H04L12/00 ,  Y10S901/01 ,  Y10S901/02

Abstract: Acceptance of robotic service agents may be improved if robots are compliant with a monitoring program of a third party. A robot may be allowed to perform certain operations if monitored or prevented from such operations if unmonitored. If authorized, a robot may be able to perform certain operations unmonitored; however, the third party may report the authorized exception. Should the robot be unmonitored, and absent unauthorized exception, the robot performs only those operations approved for unmonitored mode. Otherwise, the robot is enabled to perform tasks approved for monitored and unmonitored mode. The third party may report the monitoring, lack of monitoring, and compliance with a monitoring program accordingly.

公开(公告)号：US20170282375A1

公开(公告)日：2017-10-05

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

CPC classification number: B25J11/0015 ,  B25J9/1674 ,  B25J9/1697 ,  B25J11/0005 ,  B25J11/008 ,  B25J13/006 ,  B25J19/023 ,  G05B2219/39387 ,  G05B2219/40202 ,  G05B2219/40411 ,  G05B2219/45084 ,  G06N3/008 ,  Y10S901/01

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：US20170282362A1

公开(公告)日：2017-10-05

申请号：US15086303

申请日：2016-03-31

Applicant: Avaya Inc.

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

IPC: B25J9/16

CPC classification number: B25J11/008 ,  B25J9/1602 ,  G05B2219/45084

Abstract: Robotic customer service agents are provided such that, when properly configured, 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. The robot may provide certain data to a contact center or a third-party to ensure compliance with operating practices to protect persons, property, and data and reduce the unnecessary acquisition of sensitive data, as well as, execute on-board risk mitigation applications.

公开(公告)号：US20160330131A1

公开(公告)日：2016-11-10

申请号：US14704071

申请日：2015-05-05

Applicant: Avaya Inc.

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

IPC: H04L12/923 ,  H04L12/26 ,  H04L29/08

CPC classification number: H04L47/762 ,  H04L41/0896 ,  H04L41/5096 ,  H04L43/0817 ,  H04L43/0876 ,  H04L67/1004 ,  H04L67/322 ,  H04M2203/40 ,  H04W4/18

Abstract: Allocation of resources utilized by a contact center remains a balancing act between the burden of having resources that are generally underutilized and underperforming due to resource constraints. Many contact centers support a variety of communication types (e.g., audio-video, audio, text, email, etc.) associated with a respective communication channel. Communications may be dynamically incentivized or allocated from one communication channel having greater resource demands to another communication channel having lesser resource demands. Additionally, the resources of the contact center may be shared by customers of clients utilizing the contact center. As a result, one customer having a spike in demand may have their, and/or another customer's, communications reallocated to the less demanding channel to manage contact center resource utilization.

Abstract translation: 联络中心利用的资源分配仍然是由于资源限制而使资源普遍利用不足和表现不佳的负担之间的平衡。 许多联络中心支持与各个通信信道相关联的各种通信类型（例如音频视频，音频，文本，电子邮件等）。 通信可以被动态激励或从具有较大资源需求的一个通信信道分配给具有较少资源需求的另一个通信信道。 此外，联络中心的资源可能由使用联络中心的客户的客户共享。 因此，一个需求飙升的客户可能会将他们和/或另一个客户的通信重新分配到要求较低的渠道来管理联络中心的资源利用。

公开(公告)号：US20160283995A1

公开(公告)日：2016-09-29

申请号：US14670830

申请日：2015-03-27

Applicant: Avaya Inc.

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

IPC: G06Q30/06 ,  G06F17/30 ,  H04L12/58

CPC classification number: G06Q30/0613 ,  G06Q30/0623 ,  H04L51/04

Abstract: Even with the best efforts to design and deliver accurate systems with usable interfaces, customers often encounter difficulties in completing a task using an electronic device, such as completing a form on a web page, using a software application, or navigating an interface. This may be due to a programming error, inaccurate instructions, or an unusual situation not contemplated by the programmers or designers. Without interaction with a human agent, a cue may be provided to the user upon detection of an issue for completing the task. A co-browse operation may be automatically initiated to provide a cue selected in accord with the issue that thereby allows the user to complete the task.

Abstract translation: 即使尽可能地设计和提供具有可用界面的准确系统，客户也常常在使用电子设备完成任务时遇到困难，例如使用软件应用程序完成网页上的表单或导航界面。 这可能是由于程序设计错误，指令不正确或程序员或设计人员未考虑的异常情况。 在没有与人类代理的交互的情况下，可以在检测到用于完成任务的问题时向用户提供提示。 可以自动启动共同浏览操作，以提供根据该问题选择的提示，从而允许用户完成该任务。

公开(公告)号：US09438732B2

公开(公告)日：2016-09-06

申请号：US14021889

申请日：2013-09-09

Applicant: Avaya Inc.

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

IPC: G10L21/00 ,  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 social media sites or centers. The messages may be in a foreign language. The system can review messages by identifying content in the social media messages with negative/positive sentiment and then identify a seed term in the messages. A seed term can be a word in another language, different from the message body. The seed term is then used to find one or more other words, in the foreign language, that are correlated with the seed term. The identification of the found words in other messages can then be used to determine sentiment in the foreign language.

Abstract translation: 联络中心系统可以接收来自社交媒体网站或中心的消息。 消息可能是外语。 系统可以通过在社交媒体消息中识别消息/积极情绪的内容来查看消息，然后在消息中识别种子字词。 种子术语可以是另一种语言的单词，不同于消息体。 然后使用种子术语来查找与种子术语相关的一种或多种其他外语词。 其他消息中找到的单词的识别可以用于确定外语的情绪。