公开(公告)号：US10032137B2

公开(公告)日：2018-07-24

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 ,  B25J11/00 ,  H04L29/06 ,  B25J9/00 ,  G06F9/50

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：US20170282374A1

公开(公告)日：2017-10-05

申请号：US15086506

申请日：2016-03-31

Applicant: Avaya Inc.

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

IPC: B25J11/00

CPC classification number: B25J11/008 ,  B25J3/00 ,  B25J9/1689 ,  G05B2219/31104 ,  G05B2219/31205 ,  G05B2219/39117 ,  G05B2219/39146 ,  G05B2219/40306 ,  G05B2219/45084

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：US20170186419A1

公开(公告)日：2017-06-29

申请号：US15457152

申请日：2017-03-13

Applicant: Avaya Inc.

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

IPC: G10L15/065 ,  H04L12/58 ,  G06Q50/00 ,  G06F17/30 ,  G10L15/30 ,  G10L15/06 ,  G10L15/02 ,  G10L25/51 ,  H04M3/51 ,  G06Q30/02

CPC classification number: G10L15/065 ,  G06F17/30675 ,  G06F17/30705 ,  G06F17/30746 ,  G06Q30/0281 ,  G06Q50/01 ,  G10L15/02 ,  G10L15/06 ,  G10L15/063 ,  G10L15/197 ,  G10L15/30 ,  G10L25/51 ,  G10L2015/0635 ,  H04L51/32 ,  H04M3/5166 ,  H04M3/5191 ,  H04M2201/40 ,  H04M2203/40 ,  H04M2203/655

Abstract: System and method to adjust an automatic speech recognition (ASR) engine, the method including: receiving social network information from a social network; data mining the social network information to extract one or more characteristics; inferring a trend from the extracted one or more characteristics; and adjusting the ASR engine based upon the inferred trend. Embodiments of the method may further include: receiving a speech signal from a user; and recognizing the speech signal by use of the adjusted ASR engine. Further embodiments of the method may include: producing a list of candidate matching words; and ranking the list of candidate matching words by use of the inferred trend.

公开(公告)号：US09635175B2

公开(公告)日：2017-04-25

申请号：US14084501

申请日：2013-11-19

Applicant: Avaya Inc.

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

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/42

CPC classification number: H04M3/5133 ,  H04M3/42382 ,  H04M2203/551

Abstract: A dialog aggregator provided by a contact center communication system for text-based interaction chains is described along with various methods and mechanisms for administering the same. The dialog aggregator produces a summary, in real-time, of questions posed and existing answers in the interaction chain while identifying outstanding questions that have not been answered for display to an agent. The display includes any current answer the agent is working on as well as completed items and additionally executes rules based on the status of the remaining questions. The display in canonical form of the summary and outstanding question set enables a contact center agent or other observer of the interaction to quickly and efficiently assess the interaction history.

公开(公告)号：US09491293B2

公开(公告)日：2016-11-08

申请号：US14985029

申请日：2015-12-30

Applicant: Avaya Inc.

Inventor： Valentine C. Matula ,  Keith Ponting

IPC: H04M3/51 ,  H04M3/523 ,  H04M3/22 ,  H04M3/42

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。

公开(公告)号：US20160286047A1

公开(公告)日：2016-09-29

申请号：US14670789

申请日：2015-03-27

Applicant: Avaya Inc.

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

IPC: H04M3/523 ,  G06Q10/10 ,  H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/06311 ,  G06Q10/1097 ,  H04M3/5233 ,  H04M2203/402

Abstract: An agent may be qualified to perform a number of tasks, each requiring different levels of mental and/or physical ability. Prior to scheduling the agent to work a particular task, a scheduling process receives biometric data for the agent and, based on the biometric data and the demands of the various tasks, schedules the agent to work on one task versus another task. As a benefit, the agent's present abilities and/or impairments may be better utilized by scheduling the agent to perform tasks for which they are better suited and/or not scheduling the agent to perform tasks for which they are less well suited. Agents may be incentivized to provide the biometric data and/or maintain their ability to be able to perform certain tasks.

Abstract translation: 代理人可能有资格执行许多任务，每个任务需要不同级别的精神和/或身体能力。 在安排代理工作特定任务之前，调度过程接收代理的生物特征数据，并且基于生物特征数据和各种任务的需求，安排代理在一个任务上对另一任务进行工作。 作为一个好处，代理的当前能力和/或损害可以通过调度代理来执行它们更适合的任务和/或不调度代理执行他们不太适合的任务来更好地利用。 可以激励代理提供生物特征数据和/或维持其能够执行某些任务的能力。

公开(公告)号：US09258421B2

公开(公告)日：2016-02-09

申请号：US14268966

申请日：2014-05-02

Applicant: Avaya, Inc.

Inventor： Valentine C. Matula ,  Keith Ponting

IPC: H04M3/51 ,  H04M3/523

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.

公开(公告)号：US09232064B1

公开(公告)日：2016-01-05

申请号：US14573417

申请日：2014-12-17

Applicant: Avaya Inc.

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

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06Q10/06

CPC classification number: G06Q10/063112

Abstract: Contact center strived to provide needed skills in close proximity to an anticipated demand for the skills. Skills may be needed to replace agents that are reassigned or that are no longer agents of the contact center. Training and recruitment of agents represents a significant investment in time money and other agents for a contact center. Determining a trajectory for a particular candidate to acquire the needed skill, at a point before the contact center fully invests in training, allows the agent to be excluded from future training should the agent not perform as expected were in the performance is measured at least one midpoint towards acquisition of the needed skill. As a benefit, agents can be directed towards acquiring the needed skills from other sources.

Abstract translation: 联络中心努力提供所需的技能，靠近预期的技能需求。 可能需要技能来替换重新分配的代理人，或者不再是联络中心的代理商。 代理商的培训和招聘代表了对联络中心的时间和其他代理商的大量投资。 确定特定候选人获得所需技能的轨迹，在联络中心完全投入培训之前，允许代理人从未来的培训中排除未来的培训，如果代理人不按预期执行的绩效是至少测量一个 中点，以获得所需的技能。 作为一个好处，代理商可以从其他来源获取所需的技能。

公开(公告)号：US20150161216A1

公开(公告)日：2015-06-11

申请号：US14103003

申请日：2013-12-11

Applicant: Avaya, Inc.

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

IPC: G06F17/30 ,  H04L12/58

CPC classification number: G06F17/30539 ,  G06F17/30598 ,  G06F17/30705 ,  G06F17/30707 ,  G06Q10/10 ,  G06Q50/01 ,  H04L51/04 ,  H04L51/32

Abstract: An automated system for message analysis whereby messages within a given category may be identified and processed as a category connote. While a domain of messages may be monitored and processed in the due course of business, connote message are different. For example, a number of messages may fall into a domain of “poor airline food.” Such messages may be processed in the due course of business. However, a message with a different aspect, such as, “I found glass in my food,” may be initially identified as begin within the domain of “poor airline food,” and processed further to distinguish the message as being a connote with regard to the “poor airline food” category and warranting special handling.

Abstract translation: 用于消息分析的自动化系统，其中可以将给定类别内的消息识别和处理为类别含义。 虽然在正常业务过程中可能会监控和处理消息域，但是意见消息是不同的。 例如，一些信息可能会落入“航空公司食物不佳”的范围内。这样的信息可能会在适当的业务过程中处理。 然而，有一个不同方面的信息，例如“我在食物中发现的玻璃”，可能最初被确定为在“差的航空公司食品”的范围内开始，并进一步处理将该信息区分为一个含义 对“差航空食品”类别进行专门处理。

公开(公告)号：US20150006460A1

公开(公告)日：2015-01-01

申请号：US13928832

申请日：2013-06-27

Applicant: Avaya Inc.

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

IPC: G06N5/02

CPC classification number: G06N5/022

Abstract: Automated method and systems are provided for determining a gap exists in an enterprise's knowledge base. Once a gap is determined, a question is developed in accord with the gap. An answer is then developed to answer the question and the knowledge base is updated accordingly. The source of the information may be cross-domain information such that an enterprise may include relevant information, and/or more usable information, than what could be otherwise provided by information limited to the enterprise's domain.

Abstract translation: 提供了自动化方法和系统，用于确定企业知识库中存在的差距。 一旦确定了差距，就会根据差距制定一个问题。 然后开发一个答案来回答这个问题，相应地更新知识库。 信息的来源可以是跨域信息，使得企业可以包括相关信息和/或更多的可用信息，而不是由限于企业域的信息可能提供的信息。