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公开(公告)号：US20210407527A1
公开(公告)日：2021-12-30
申请号：US17468303
申请日：2021-09-07
Applicant: Avaya Inc.
Inventor： Pushkar Yashavant Deole , Sandesh Chopdekar
IPC: G10L21/013 , G10L15/18 , G10L15/22
Abstract: Real-time modification of audio of humans allows for the audio to be modified so that an expression of a subject human may be changed. Customer service agents may have more successful interactions with customers if they provide vocalization attribute in their speech that are appropriate, such as to provide a particular emotional state. By determining an appropriate vocalization attribute, and any deviation from a customer service agent's current vocalization attribute, a modification to the audio of the customer service agent's speech may be determined and applied. As a result, agents may not have a vocalization attribute that is best suited to successfully resolve a purpose of the interaction, altered to have the customer be presented with the customer service agent's speech having the best-suited vocalization attribute.
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公开(公告)号：US20200372547A1
公开(公告)日：2020-11-26
申请号：US16420404
申请日：2019-05-23
Applicant: Avaya Inc.
Inventor： Pushkar Yashavant Deole , John Young
Abstract: An offer is sent, via a network, to an entity system. For example, the entity system may be a computer system of a corporation. The offer is to provide advertising while one or more voice or video communication sessions are placed on hold in a contact center queue. An acceptance of the offer is received, via the network, from the entity system. The acceptance of the offer causes a blockchain orchestrator to create a block that is stored in a blockchain. A voice or video communication session is established at the contact center with a customer. The voice or video communication session is routed to a contact center queue. In response to routing the voice or video communication session to the contact center queue and based on the acceptance of the offer, the advertising is inserted into a media stream of the voice or video communication session.
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公开(公告)号：US20220070234A1
公开(公告)日：2022-03-03
申请号：US17008370
申请日：2020-08-31
Applicant: Avaya Inc.
Inventor： Pushkar Yashavant Deole , Sandesh Chopdekar , Navin Daga
Abstract: Systems and methods of the present disclosure include receiving, at a user device associated with a first user of a plurality of users participating in a group chat conversation, electronic messages from one or more of the plurality of users, identifying data in a first message of the electronic messages associated with a topic, determining, based on the identified data, the first message is associated with the topic, receiving a request from the first user, and, in response to the request, rearranging the electronic messages in a user interface of the user device based on topic associations.
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4.发明授权公开(公告)号：US11258901B2
公开(公告)日：2022-02-22
申请号：US16458370
申请日：2019-07-01
Applicant: Avaya Inc.
Inventor： Pushkar Yashavant Deole , Sandesh Chopdekar , Navin Daga
Abstract: Aspects of the present disclosure include monitoring a contact's communication device while a communication session is in a hold state to determine a sentiment of the contact. Natural language recognition and natural language processing are used to determine a sentiment score of the contact based on overheard communications while the communication session is in the hold state. Then, an action is performed based on the sentiment score of the contact.
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公开(公告)号：US11182595B2
公开(公告)日：2021-11-23
申请号：US16535169
申请日：2019-08-08
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , Pushkar Yashavant Deole , Sandesh Chopdekar , Sadashiv Vamanrao Deshmukh
Abstract: Real-time modification of video images of humans allows for the video to be modified so that an expression of a subject human may be changed. Customer service agents may have more successful interactions with customers if they display an appropriate facial expression, such as to provide a particular emotional state. By determining an appropriate facial expression, and any deviation from a customer service agent's current expression, a modification to the video image of the customer service agent may be determined and applied. As a result, agents may not have a facial expression that is best suited to successfully resolve a purpose of the interaction, to have the customer be presented with the best-suited facial expression.
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Patent Agency Ranking
公开(公告)号：US11128752B2
公开(公告)日：2021-09-21
申请号：US16865045
申请日：2020-05-01
Applicant: Avaya Inc.
Inventor： Pushkar Yashavant Deole , Joel M. Ezell
Abstract: A communication session with a communication endpoint is established. The communication session is placed on hold. For example, the communication session is placed on hold by being sent to a contact center queue. In response to placing the communication session on hold, a message is sent to the communication endpoint that indicates the communication session has been placed on hold. In response to the message, the communication endpoint may initiate a second media stream, such as to play personal media while the communication session is on hold. The second media stream may be a local media file or a remote media file, such as an internet radio station. In response to determining that the communication session is taken off hold, a second message is sent to the communication endpoint to stop playing the personalized media. This process allows the user to play personalized media while being placed on hold.
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公开(公告)号：US10681213B2
公开(公告)日：2020-06-09
申请号：US16228861
申请日：2018-12-21
Applicant: Avaya Inc.
Inventor： Pushkar Yashavant Deole , Clark Petrie
Abstract: Managing redundant multi-channel interactions in a contact center includes determining that the contact center has received a first contact and a second contact via respective channels, the second contact being received while the first contact is on-going. Managing also includes identifying that the first contact and the second contact are redundant or relate to an unknown topic and inquiring of the customer as to whether to proceed with either one or both of the first contact or the second contact. Furthermore, continuing with at least one of the first contact or the second contact is performed based on the response, each of the first contact and the second contact associated with a respective wait queue. Then one or both of the contacts can be assigned to an agent.
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公开(公告)号：US10594865B2
公开(公告)日：2020-03-17
申请号：US16049900
申请日：2018-07-31
Applicant: Avaya Inc.
Inventor： Pushkar Yashavant Deole , Clark Petrie
Abstract: Managing redundant multi-channel interactions in a contact center includes determining that the contact center has received a first contact and a second contact via respective channels, the second contact being received while the first contact is on-going. Managing also includes identifying that the first contact and the second contact are redundant and inquiring of the customer as to whether to proceed with the first contact or the second contact. In response to the inquiry, receiving a response from the customer. Furthermore continuing with one of the first contact or the second contact based on the response, each of the first contact and the second contact associated with a respective wait queue; and routing the one of the first contact or the second contact to a device associated with an agent of the contact center, when the one of the first contact or the second contact reaches a top of its associated wait queue.
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公开(公告)号：US20200076947A1
公开(公告)日：2020-03-05
申请号：US16116470
申请日：2018-08-29
Applicant: Avaya Inc.
Inventor： Pushkar Yashavant Deole
IPC: H04M3/493
Abstract: A request to establish a first communication session with a contact center is received. For example, a customer may make a voice call to the contact center. A determination is made that the request to establish the communication session is from an application in a customer communication endpoint. An agent virtual assistant is instantiated. The agent virtual agent works on behalf of a contact center agent. A message is sent to the application in a customer communication endpoint to instantiate a customer virtual assistant. A second communication session is established between the agent virtual assistant and the customer virtual assistant. This allows the contact center agent and the customer to have a better interaction using a simplified graphical user interface that provides the best available information.
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公开(公告)号：US10582050B2
公开(公告)日：2020-03-03
申请号：US15938283
申请日：2018-03-28
Applicant: Avaya Inc.
Inventor： Pushkar Yashavant Deole , Joel M. Ezell
Abstract: A communication session with a communication endpoint is established. The communication session is placed on hold. For example, the communication session is placed on hold by being sent to a contact center queue. In response to placing the communication session on hold, a first message is sent to the communication endpoint that indicates the communication session has been placed on hold. A second message is received from the communication endpoint that indicates that a user of the communication endpoint would like to play personal media while the communication session is on hold. The communication session is later taken off hold. In response to determining that the communication session is taken off hold, a third message is sent to the communication endpoint to stop playing the personalized media. This process allows the user to play personalized media while being placed on hold.
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