公开(公告)号：US09715492B2

公开(公告)日：2017-07-25

申请号：US14024334

申请日：2013-09-11

Applicant: Avaya, Inc.

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

IPC: G06F17/27 ,  G06F17/10 ,  G05B13/04 ,  H04N21/25

CPC classification number: G06F17/2785 ,  G05B13/048 ,  G06F17/10 ,  G06F17/27 ,  H04N21/251

Abstract: The sentiment of a message may not be obtainable from the message itself. However, many messages have an associated context that provides information useful in determining the sentiment of a message. Messages may include links to other resources, such as graphics or videos, which in turn include titles, comments, viewer ratings or other attributes that may provide a sentiment of the message.

公开(公告)号：US20150134325A1

公开(公告)日：2015-05-14

申请号：US14080618

申请日：2013-11-14

Applicant: Avaya Inc.

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

IPC: G06F17/27

CPC classification number: G06F17/2785 ,  H04M3/42382 ,  H04M3/5233 ,  H04M2203/408

Abstract: Contact centers may benefit from routing messages to agents who have similar, or complementary, attributes as the customer of the message. In a text message, certain message attributes provide artifacts that may be common to one particular customer attribute. Messages containing that particular message attribute provide a derived customer attribute and the message routed accordingly. In addition, agents responding to a customer may be provided with guidance to ensure their response is appropriate for the derived customer attribute of the customer.

Abstract translation: 联系中心可能会将消息路由到与消息的客户具有相似或互补属性的代理。 在文本消息中，某些消息属性提供对于特定客户属性可能是共同的工件。 包含该特定消息属性的消息提供派生的客户属性，并且相应地路由消息。 此外，响应客户的代理可以被提供指导，以确保其响应适合于客户的派生客户属性。

公开(公告)号：US09378459B2

公开(公告)日：2016-06-28

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，而不是限于企业域的信息可能提供的信息。