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公开(公告)号：US20160105543A1
公开(公告)日：2016-04-14
申请号：US14512622
申请日：2014-10-13
Applicant: Avaya Inc.
Inventor： Keith Ponting , David Skiba , Valentine C. Matula
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。
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公开(公告)号：US20160098665A1
公开(公告)日：2016-04-07
申请号：US14504273
申请日：2014-10-01
Applicant: Avaya Inc.
Inventor： David Skiba , Valentine C. Matula , George Erhart
IPC: G06Q10/06
CPC classification number: G06Q10/063112
Abstract: Systems are provided for the automatic analysis of skills in a contact center. More particularly to skills that are available, skills that are requested, and the difference between the two. The system may then determine a number of solutions that, if implemented by the contact center, would allow the contact center to have the skill differential. A decision is then made whereby a factor is utilized to select the more optimal solution from the number of solutions.
Abstract translation: 提供系统用于自动分析联络中心的技能。 更特别的是可用的技能，所要求的技能以及两者之间的区别。 然后，系统可以确定多个解决方案，如果由联络中心实现的，则允许联络中心具有技能差异。 然后作出决定，由此利用一个因素从解决方案的数量中选择更优选的解。
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公开(公告)号：US09247061B2
公开(公告)日：2016-01-26
申请号：US13833453
申请日：2013-03-15
Applicant: Avaya Inc.
Inventor： George Erhart , Valentine C. Matula , David Skiba
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。 分析可能包括研究答案的各种属性，无论是关于查询还是依据历史数据。 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。
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公开(公告)号：US20150348050A1
公开(公告)日：2015-12-03
申请号：US14293156
申请日：2014-06-02
Applicant: Avaya, Inc.
Inventor： George Erhart , Valentine C. Matula , David Skiba
CPC classification number: G06Q30/016 , G06Q50/01 , G06Q2220/00
Abstract: Contact centers receive work items for processing by resources, such as human or automated agents. Social media has become a popular medium to receive work items and communicate with customers. Legal concerns, such as those focused on customer privacy, may limit gathering and/or storing of certain customer data on resources controlled by the contact center or require the deletion of data collected from a revoked prior authorization. Storing at least some data, such as a token, within a customer's social media website allows a contact center to maintain connections, transactions, or other information related to a customer or a specific transaction with a customer as long as the customer and/or social media website chose not to delete the token.
Abstract translation: 联络中心接收资源处理的工作项目，如人力或自动化代理。 社交媒体已成为接受工作项目并与客户沟通的流行媒介。 诸如专注于客户隐私的法律问题可能限制将某些客户数据收集和/或存储在由联络中心控制的资源上，或者要求从撤销的先前授权中收集的数据删除。 在客户的社交媒体网站内存储至少一些数据（例如令牌）允许联络中心只要客户和/或社会人员就可以保持与客户或客户的特定交易相关的连接，交易或其他信息 媒体网站选择不删除令牌。
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公开(公告)号：US20150324727A1
公开(公告)日：2015-11-12
申请号：US14273195
申请日：2014-05-08
Applicant: Avaya, Inc.
Inventor： George Erhart , Valentine C. Matula , David Skiba
IPC: G06Q10/06
CPC classification number: G06Q10/06311 , G06Q10/063114
Abstract: Correctly staffing retail settings is a challenge. While calendar based staffing decisions, such as increasing staffing for a holiday sale, may provide high-level staffing recommendations. The activities of customers may be monitored to provide a more granular staffing allocation. Customers who, for example, spend a certain duration of time within one portion of the retail setting may be determined to indicate a need for assistance and a staff member of the retail setting allocated to assist the customer or customers within an area with a spike in customer activity. Similarly, customers who indicate a desire to purchase an item requiring certain staff skills (e.g., verify customer identity, complete legal documents, lift heavy items, etc.) may be detected and an appropriate staff member allocated. As a result, the customer may receive assistance from staff members having the required skills to complete their purchase.
Abstract translation: 正确的人员配售设置是一个挑战。 虽然基于日历的人员配置决定，例如增加假期销售人员，可能会提供高级别的人员配置。 可以监控客户的活动，以提供更细致的人员配置。 例如，在零售环境的一部分内花费一定时间的客户可以被确定为表示需要帮助，并且分配给零售设施的工作人员协助客户或具有尖峰的区域内的客户 客户活动。 类似地，可以检测到表示希望购买需要某些工作人员技能的物品（例如，验证客户身份，完整的法律文件，提起重物品等）的客户，并分配适当的工作人员。 因此，客户可能会获得具有所需技能的工作人员的协助，以完成购买。
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Patent Agency Ranking
公开(公告)号：US20150319305A1
公开(公告)日：2015-11-05
申请号：US14268966
申请日：2014-05-02
Applicant: Avaya, Inc.
Inventor： Valentine C. Matula , Keith Ponting
IPC: H04M3/51
CPC classification number: H04M3/5175 , H04M3/2218 , H04M3/42221 , H04M3/51 , H04M3/5133
Abstract: Agents of a contact center often encounter conversational delays when speaking with a customer. These delays may be introduced by transmission delays, which include the distance between the agent and the customer, and processing delays, such as those introduced by systems and processes within a contact center. By providing an agent with information based on the amount of the delay, the agent can be prompted to overtalk the customer by a target amount. As a result, the customer may experience a more natural conversation with the agent. Furthermore, if a customer prefers more or less of a delay, such as based on their cultural norms, the delay may be modified to account for those cultural norms and better accommodate the conversational preferences of a diverse customer base.
Abstract translation: 当与客户交谈时，联络中心的代理人经常遇到会话延迟。 这些延迟可以通过传输延迟（包括代理和客户之间的距离）以及处理延迟（例如由联络中心内的系统和过程引入的延迟）引入。 通过向代理人提供基于延迟量的信息，可以提示代理人将客户超过目标数量。 因此，客户可能会与代理人进行更自然的对话。 此外，如果客户喜欢或多或少的延迟，例如基于其文化规范，可以修改延迟以解释这些文化规范，并更好地适应不同客户群的对话偏好。
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公开(公告)号：US20150302499A1
公开(公告)日：2015-10-22
申请号：US14254548
申请日：2014-04-16
Applicant: Avaya, Inc.
Inventor： George Erhart , Valentine C. Matula , David Skiba
CPC classification number: G06Q30/0613 , G06Q20/18
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.
Abstract translation: 自动售货亭通常在零售环境中提供，以便提供便利和具有成本效益的手段来协助客户进行零售设置，并作为人类代理商的替代或补充。 信息亭可能对某些客户和行为有益，但是，客户和/或信息亭可能无法有效地相互交互，并使客户不满意互动。 通过使用信息亭确定与客户的行为相关联的元意图，信息亭可能能够确定是否应该召集代理来协助客户。 例如，客户可能正在使用信息亭非常长的时间。 作为回应，可以通知可用代理并且接近客户以提供他们的帮助; 没有客户明确要求这样的帮助。 作为一个好处，零售设置可能会更符合客户的需求。
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公开(公告)号：US08964962B1
公开(公告)日：2015-02-24
申请号：US14043266
申请日：2013-10-01
Applicant: Avaya Inc.
Inventor： David Skiba , George Erhart , Lee Becker , Valentine C. Matula
CPC classification number: H04M3/5183 , H04M2203/252 , H04M2203/552 , H04M2203/556
Abstract: An automatic timeline and topic normalization mechanism is described along with various methods and systems for administering the same. The temporal correction system proposed herein creates fully interpreted and reordered representations of events within and external to a dialog, reducing the amount of time and expensive resources typically required for reading, comprehension, and response to written communications.
Abstract translation: 描述了自动时间轴和主题归一化机制以及用于管理它的各种方法和系统。 本文提出的时间校正系统创建对话内部和外部的事件的完全解释和重新排序的表示，减少了对书面通信的阅读，理解和响应通常需要的时间量和昂贵的资源。
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公开(公告)号：US11120410B2
公开(公告)日：2021-09-14
申请号：US15993280
申请日：2018-05-30
Applicant: Avaya Inc.
Inventor： David Skiba , Valentine C. Matula , George Erhart
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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70.发明申请公开(公告)号：US20210227076A1
公开(公告)日：2021-07-22
申请号：US17205321
申请日：2021-03-18
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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