公开(公告)号：US20180115643A1

公开(公告)日：2018-04-26

申请号：US15298914

申请日：2016-10-20

申请人： AVAYA INC

发明人： DAVID SKIBA ,  REINHARD KLEMM ,  PATRICK TENDICK ,  GEORGE W. ERHART ,  WEN-HUA JU

IPC分类号： H04M3/51 ,  H04L12/58

CPC分类号： H04M3/5191 ,  H04L51/02 ,  H04M3/5175 ,  H04M2203/2061

摘要： Text-based automated customer service agents provide an attractive contact center interaction for may customer-agent communications. However, the “say anything” nature of text may result in additional problems not encountered in prompted interactions. A single misunderstanding or error may cause an automated communication to fail, however, by providing micro-tasks to a human agent, an automated communication may be maintained longer with benefit of a human agent's input. A lack of progress towards completion of a work item may cause the communication to be routed to a human agent and/or a different channel (e.g., voice, email, etc.). Accordingly, a micro-task or an opt-out operation may be provided to maintain the communication with an automated agent for as long as possible but yet provide improved customer service when necessary.

公开(公告)号：US20180018616A1

公开(公告)日：2018-01-18

申请号：US15285091

申请日：2016-10-04

申请人： AVAYA INC.

发明人： DAVID SKIBA ,  GEORGE W. ERHART ,  PATRICK TENDICK ,  WEN-HUA JU

IPC分类号： G06Q10/06 ,  G06Q30/00

CPC分类号： H04M3/5175 ,  G06Q10/063118 ,  G06Q30/016 ,  H04M3/42382 ,  H04M3/5166 ,  H04M2203/401 ,  H04M2203/402 ,  H04M2203/551 ,  H04M2203/6027

摘要： Information utilized in a contact center may be temporary. Facts may be directly verified (primary factor); however, contact centers may not have the resources to perform primary factor determinations. Validation factors may be utilized, such as by providing a customer of a contact center with a response and determining, based on feedback, whether the information is still proving to be valid. Over time, information may become more and more suspect, even if factually correct. Providing the information, such as in a text message to a customer or agent, who in turn is interacting with a customer, and an indication of the aging of the validity of the information, may provide an appropriate level of confidence in a reply to a customer and facilitate more accurate information dissemination.

公开(公告)号：US20180103149A1

公开(公告)日：2018-04-12

申请号：US15289736

申请日：2016-10-10

申请人： AVAYA INC

发明人： DAVID SKIBA ,  REINHARD KLEMM ,  PATRICK TENDICK ,  GEORGE W. ERHART ,  WEN-HUA JU

IPC分类号： H04M3/51 ,  H04M3/42 ,  H04L12/58

摘要： Systems are provided to manage pauses, including on-hold, conditions in communications, such as text-based communications. Users may be provided with messages at a pace that, among other things, allows a particular cadence of messages to be maintained, even if a reply has been created. Accordingly, resources of a contact center may be better allocated to other matters requiring attention without causing undue customer dissatisfaction or the burden of handling additional messages. While voice-based “hold” conditions may be managed with messages or music on hold, text-based communications may be managed with social messaging content and/or comfort messages.

公开(公告)号：US20180020095A1

公开(公告)日：2018-01-18

申请号：US15285160

申请日：2016-10-04

申请人： AVAYA INC.

发明人： DAVID SKIBA ,  GEORGE W. ERHART ,  PATRICK TENDICK ,  WEN-HUA JU

IPC分类号： H04M3/51

CPC分类号： H04M3/5175 ,  G06Q10/063118 ,  G06Q30/016 ,  H04M3/42382 ,  H04M3/5166 ,  H04M2203/401 ,  H04M2203/402 ,  H04M2203/551 ,  H04M2203/6027

摘要： Contact centers comprise agents, human and automated, interacting with customers over a network to accomplish an objective for the interaction. While a blunt, factual exchange may appear to be the most expeditious means to accomplish the objective, often this is not the case. Humans often respond better when the interaction comprises a mix of progress (e.g., portions of the interaction directed towards the objective) and banter (e.g., portions of the interaction not directed to the progress). Determining the mix may be provided by analyzing historic interactions and their success. A current interaction may be analyzed and when the mix is outside an acceptable range and an automated agent may be configured to alter the mix accordingly or, when the agent is a human, signal the agent to make the alteration. Success may be continually monitored and the target mix adjusted based on subsequent interactions.