公开(公告)号：US20170054852A1

公开(公告)日：2017-02-23

申请号：US15239924

申请日：2016-08-18

Applicant: Avaya Inc.

Inventor： John McGreevy ,  Adeel Gilani ,  James Bourke ,  John Reilly

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5235 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5238 ,  H04M2203/551 ,  H04M2203/555

Abstract: A method of responding to an incoming contact at a contact center includes receiving the incoming contact from a user device associated with a user; determining an attribute related to the user; and identifying historical contact interactions of the contact center that each have a respective attribute matching the attribute related to the user. Thus, based on the identified historical contact interactions, a next action associated with the contact can be predicted in order to provide dynamically modifying, during handling of the incoming contact, a default path for handling the incoming contact based on the predicted next action.

Abstract translation: 在联络中心响应传入联系人的方法包括从与用户相关联的用户设备接收传入联系人; 确定与用户相关的属性; 以及识别每个具有与用户相关的属性匹配的相应属性的联络中心的历史联系人交互。 因此，基于所识别的历史联系人交互，可以预测与联系人相关联的下一个动作，以便在处理传入联系人期间提供基于预测的下一个动作来处理传入联系人的默认路径。

公开(公告)号：US10817894B2

公开(公告)日：2020-10-27

申请号：US15239878

申请日：2016-08-18

Applicant: Avaya Inc.

Inventor： Joseph Smyth ,  John McGreevy ,  Siobhan Dervan ,  Adeel Gilani

IPC: G06Q30/00 ,  G06Q30/02 ,  H04L29/08 ,  H04L29/12 ,  H04L29/06

Abstract: A method for forming and disbanding dynamic temporary groups includes receiving a plurality of contacts at the facility, wherein each contact is associated with a respective user and a respective set of attributes; identifying a first subset of contacts which share a first common attribute; and dynamically forming a temporary group of contacts by determining a second common attribute shared by a second subset of the contacts, wherein the second subset of contacts is a smaller subset of the first subset of contacts. The method also includes identifying a related goods or service, based on the second common attribute, and presenting an offer for the related goods or services to the second subset of contacts and not to member contacts of the first subset that are not member contacts of the second subset of contacts.

公开(公告)号：US20170053303A1

公开(公告)日：2017-02-23

申请号：US15239878

申请日：2016-08-18

Applicant: Avaya Inc.

Inventor： Joseph Smyth ,  John McGreevy ,  Siobhan Dervan ,  Adeel Gilani

IPC: G06Q30/02 ,  H04L29/08 ,  H04L29/12 ,  H04L12/24

Abstract: A method for forming and disbanding dynamic temporary groups includes receiving a plurality of contacts at the facility, wherein each contact is associated with a respective user and a respective set of attributes; identifying a first subset of contacts which share a first common attribute; and dynamically forming a temporary group of contacts by determining a second common attribute shared by a second subset of the contacts, wherein the second subset of contacts is a smaller subset of the first subset of contacts. The method also includes identifying a related goods or service, based on the second common attribute, and presenting an offer for the related goods or services to the second subset of contacts and not to member contacts of the first subset that are not member contacts of the second subset of contacts.

Abstract translation: 用于形成和解散动态临时组的方法包括在设施处接收多个联系人，其中每个联系人与相应的用户和相应的一组属性相关联; 识别共享第一公共属性的联系人的第一子集; 以及通过确定由所述联系人的第二子集共享的第二公共属性来动态地形成临时的联系人组，其中所述第二接触子集是所述第一接触子集的较小子集。 该方法还包括基于第二公共属性来识别相关的商品或服务，并且将相关商品或服务的提议呈现给第二接触子集，而不是与不是第一子集的成员联系的成员联系 第二个接触子集。