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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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2.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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公开(公告)号：US11115526B2
公开(公告)日：2021-09-07
申请号：US16929274
申请日：2020-07-15
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , Pushkar Yashavant Deole , Sandesh Chopdekar , Sadashiv Vamanrao Deshmukh
Abstract: Interactions between agents of a contact center and customers provide the bulk of many communications and generally work well, except when the customer is deaf or mute. Customers that sign would often prefer to conduct interactions in sign language but the pool of agents having such skills is limited. By providing systems and methods to alter an image of a non-signing agent, a customer may be presented with an image of a signing agent. Additionally, systems and methods herein enable a non-signing agent to be presented with generated speech and/or text translated from the signing gestures provided by the image of the signing customer.
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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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Patent Agency Ranking
公开(公告)号：US20210067628A1
公开(公告)日：2021-03-04
申请号：US16929274
申请日：2020-07-15
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , Pushkar Yashavant Deole , Sandesh Chopdekar , Sadashiv Vamanrao Deshmukh
Abstract: Interactions between agents of a contact center and customers provide the bulk of many communications and generally work well, except when the customer is deaf or mute. Customers that sign would often prefer to conduct interactions in sign language but the pool of agents having such skills is limited. By providing systems and methods to alter an image of a non-signing agent, a customer may be presented with an image of a signing agent. Additionally, systems and methods herein enable a non-signing agent to be presented with generated speech and/or text translated from the signing gestures provided by the image of the signing customer.
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公开(公告)号：US20210042508A1
公开(公告)日：2021-02-11
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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公开(公告)号：US10757251B1
公开(公告)日：2020-08-25
申请号：US16557488
申请日：2019-08-30
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , Pushkar Yashavant Deole , Sandesh Chopdekar , Sadashiv Vamanrao Deshmukh
Abstract: Interactions between agents of a contact center and customers provide the bulk of many communications and generally work well, except when the customer is deaf or mute. Customers that sign would often prefer to conduct interactions in sign language but the pool of agents having such skills is limited. By providing systems and methods to alter an image of a non-signing agent, a customer may be presented with an image of a signing agent. Additionally, systems and methods herein enable a non-signing agent to be presented with generated speech and/or text translated from the signing gestures provided by the image of the signing customer.
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公开(公告)号：US20200177646A1
公开(公告)日：2020-06-04
申请号：US16208076
申请日：2018-12-03
Applicant: Avaya Inc.
Inventor： Pushkar Yashavant Deole , Sandesh Chopdekar
IPC: H04L29/06
Abstract: A real-time communication session is monitored to determine if the real-time communication session has been placed on hold. For example, a contact center agent may place a real-time video communication session with a customer on hold. In response to determining that the real-time communication session has been placed on hold: a maximum hold time is determined for the real-time communication session and the real-time communication session is monitored to determine if the maximum hold time has expired while the real-time communication is placed on hold. In response to determining that maximum hold time has expired while the real-time communication session is placed on hold, the real-time communication session is automatically taken off hold.
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公开(公告)号：US10938867B2
公开(公告)日：2021-03-02
申请号：US16208076
申请日：2018-12-03
Applicant: Avaya Inc.
Inventor： Pushkar Yashavant Deole , Sandesh Chopdekar
Abstract: A real-time communication session is monitored to determine if the real-time communication session has been placed on hold. For example, a contact center agent may place a real-time video communication session with a customer on hold. In response to determining that the real-time communication session has been placed on hold: a maximum hold time is determined for the real-time communication session and the real-time communication session is monitored to determine if the maximum hold time has expired while the real-time communication is placed on hold. In response to determining that maximum hold time has expired while the real-time communication session is placed on hold, the real-time communication session is automatically taken off hold.
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