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1. 发明授权

US11115526B2 Real time sign language conversion for communication in a contact center 有权
公开(公告)号：US11115526B2
公开(公告)日：2021-09-07
申请号：US16929274
申请日：2020-07-15
申请人： Avaya Inc.
发明人： Valentine C. Matula , Pushkar Yashavant Deole , Sandesh Chopdekar , Sadashiv Vamanrao Deshmukh
IPC分类号： H04M3/42 , H04M3/51 , H04L29/06 , G10L13/00 , G06K9/00 , G06F40/58
摘要： 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.

2. 发明授权

US11093590B2 Selection of robot operation mode from determined compliance with a security criteria 有权
公开(公告)号：US11093590B2
公开(公告)日：2021-08-17
申请号：US15086388
申请日：2016-03-31
申请人： Avaya Inc.
发明人： George Erhart , David Skiba , Valentine C. Matula
IPC分类号： G06F21/31 , B25J19/02 , B25J13/00 , B25J11/00 , B25J9/16 , B25J9/00
摘要： Robotic customer service agents are provided such that, when properly authenticated, they are operable to perform a customer service task. A contact center may dispatch a robot, an accessory for a customer-owned robot, or instructions to transform an unconfigured robot, such as a generic robot, into a configured robot operable to perform the task. If the robot, such as the base or entire robot, robot at the service location, an associated user, hardware addition, and/or software addition is authentic, then the robot may be operated in an authenticated mode. If non-authenticated, then the robot may operate in a non-authenticated mode, such as one consisting of one or more tasks or features being disabled. Additionally, authentication may be temporary (e.g., time restricted) or event restricted (e.g., as long as a result stays within a given range, the robot is being observed, etc.).

3. 发明申请

US20200314242A1 AGENT-TO-AGENT CONSULTATION AS FORMALLY MANAGED CHANNEL FOR ASSISTANCE 审中-公开
公开(公告)号：US20200314242A1
公开(公告)日：2020-10-01
申请号：US16370462
申请日：2019-03-29
申请人： Avaya Inc.
发明人： Valentine C. Matula , Bharti Patwari Poorey , Rajagiri Ravi
IPC分类号： H04M3/51 , H04M3/523
摘要： Communications between agents and customers are a key feature of contact centers. Agents may have a question about how to perform a particular task, a response to the question that other agents may know. A supervisor may be presently unavailable and transferring the customer requires significantly more overhead and resources. The systems and methods herein disclose an agent-to-agent (A-to-A) channel that enables a question to be posed to an agent and receive a response via a dedicated channel for A-to-A communications. Accordingly, the agent may stay engaged with the customer and resolve issues without the need to wait for a supervisor or transfer the customer to another agent.

4. 发明授权

US10229676B2 Phrase spotting systems and methods 有权
公开(公告)号：US10229676B2
公开(公告)日：2019-03-12
申请号：US13646303
申请日：2012-10-05
申请人： Avaya Inc.
发明人： Shmuel Shaffer , Keith Ponting , Valentine C. Matula
IPC分类号： G10L15/22 , G10L15/00 , G10L17/22 , G10L15/26 , G10L15/08
摘要： Methods and systems for identifying specified phrases within audio streams are provided. More particularly, a phrase is specified. An audio stream is them monitored for the phrase. In response to determining that the audio stream contains the phrase, verification from a user that the phrase was in fact included in the audio stream is requested. If such verification is received, the portion of the audio stream including the phrase is recorded. The recorded phrase can then be applied to identify future instances of the phrase in monitored audio streams.

5. 发明授权

US10069973B2 Agent-initiated automated co-browse 有权
公开(公告)号：US10069973B2
公开(公告)日：2018-09-04
申请号：US14834838
申请日：2015-08-25
申请人： Avaya Inc.
发明人： David Skiba , Valentine C. Matula , George Erhart
IPC分类号： H04M3/00 , H04M3/51 , H04M7/00 , H04M3/22 , G06Q30/06
摘要： Co-browsing sessions provide a way for one party to see exactly what is being displayed on another party's computer or similar device. Co-browsing is particularly useful to an agent to help a customer solve a problem on a computer. Contact centers may determine portions of a co-browsing session that have been successful, capture the associated inputs, and have them play back to future customers. The agent may then be relieved from portions of the co-browsing interaction that are predictable and provide manual inputs having less predictability. The instructions for the automated co-browsing portions may be executed by the agent's device, the customer's device, and/or a server and may appear to the customer to be originating from the agent.

6. 发明授权

US09866696B2 Skill change and routing correction 有权
公开(公告)号：US09866696B2
公开(公告)日：2018-01-09
申请号：US14573898
申请日：2014-12-17
申请人： Avaya Inc.
发明人： David Skiba , Valentine C. Matula , George Erhart
IPC分类号： H04M3/51 , H04M3/523
CPC分类号： H04M3/5233
摘要： Customer of a contact center often provide information related to their call that is use to route the call to an appropriate agent. As a result, a work item is created and routed to an agent selected, at least in part, as having a skill associated with the information provided. However, the information is often missing or wrong. As an agent processes the work item, it may become apparent that the work item was misrouted and if the true nature of the work item was known earlier, the work item would have been routed to a different agent. Provided with respect to certain embodiments, misrouted work items are identified and, if appropriate, rerouted to an appropriate agent for processing.

7. 发明申请

US20170282371A1 SERVICE ROBOT ASSESSMENT AND OPERATION 审中-公开
公开(公告)号：US20170282371A1
公开(公告)日：2017-10-05
申请号：US15086493
申请日：2016-03-31
申请人： Avaya Inc.
发明人： George Erhart , Valentine C. Matula , David Skiba
IPC分类号： B25J9/16 , B25J19/02 , G06Q30/00
CPC分类号： B25J9/1679 , B25J9/0003 , B25J9/1661 , B25J11/0005 , B25J11/008 , B25J19/023 , G05B2219/40411 , G05B2219/45084 , G06Q30/016
摘要： A customer service robot may be selected, or configured, to address a particular work item. Robots may comprise different functionality due to absent software or hardware or due to existent but worn or non-compliant components. A particular work item may have several means of resolution. A particular resolution path is selected in accord with the ability of a robot. Should no path exist, the robot may be transformed by the addition or installation of hardware and/or software to provide the absent functionality. Resolution paths may also be weighted based on the level of success provided by prior resolution paths and/or the requirement for human involvement. Accordingly, a resolution path may be provided that balances robot capability with the likelihood of success and an appropriate level of human involvement.

8. 发明申请

US20170185945A1 DYNAMIC INTERACTION PACING 审中-公开
公开(公告)号：US20170185945A1
公开(公告)日：2017-06-29
申请号：US14982364
申请日：2015-12-29
申请人： Avaya Inc.
发明人： Valentine C. Matula , David Skiba , George Erhart
IPC分类号： G06Q10/06 , H04M3/523 , G06Q30/00
CPC分类号： G06Q10/063114 , G06Q30/016 , H04M3/5238 , H04M2203/305
摘要： Contact centers often balance the business needs to efficiently operate with the objective of providing timely service to customers interacting with the contact center. Often contact centers are unable to connect customers to live agents without a period of hold time, usually to wait for an agent to become available. Automated resources, such as interactive voice response or automated text-based response components, may gather information from the customer. When an estimated wait time for a live agent is longer than the estimated time required to perform that automated interaction, artificial delays (e.g., slow-downs, pauses, echoes, etc.) may be inserted to keep the customer engaged in an effort to retain the customer beyond an estimated abandonment time.

9. 发明申请

US20170064079A1 AGENT-INITIATED AUTOMATED CO-BROWSE 审中-公开
标题翻译：代理启动自动协同浏览
公开(公告)号：US20170064079A1
公开(公告)日：2017-03-02
申请号：US14834838
申请日：2015-08-25
申请人： Avaya Inc.
发明人： David Skiba , Valentine C. Matula , George Erhart
IPC分类号： H04M3/51 , H04M3/22 , G06Q30/06 , H04M7/00
CPC分类号： H04M3/5191 , G06Q30/0613 , H04L65/00 , H04M3/2281 , H04M7/0012 , H04M7/0027
摘要： Co-browsing sessions provide a way for one party to see exactly what is being displayed on another party's computer or similar device. Co-browsing is particularly useful to an agent to help a customer solve a problem on a computer. Contact centers may determine portions of a co-browsing session that have been successful, capture the associated inputs, and have them play back to future customers. The agent may then be relieved from portions of the co-browsing interaction that are predictable and provide manual inputs having less predictability. The instructions for the automated co-browsing portions may be executed by the agent's device, the customer's device, and/or a server and may appear to the customer to be originating from the agent.
摘要翻译：共同浏览会话为一方准确地查看在另一方的计算机或类似设备上正在显示的内容的方式。协同浏览对于帮助客户解决计算机问题的代理特别有用。联络中心可以确定共同浏览会话的成功部分，捕获相关的输入，并使他们回到未来的客户。然后，代理可以从可预测的共浏览交互的部分中减轻，并提供具有较少可预测性的手动输入。自动共享浏览部分的说明可以由代理的设备，客户的设备和/或服务器执行，并且可以向客户显示为来自代理。

10. 发明申请

US20160379153A1 COLLECTIVE DYNAMICS 审中-公开
标题翻译：集体动力学
公开(公告)号：US20160379153A1
公开(公告)日：2016-12-29
申请号：US14748400
申请日：2015-06-24
申请人： Avaya Inc.
发明人： Valentine C. Matula , David Skiba , George Erhart
IPC分类号： G06Q10/06
CPC分类号： G06Q10/063114 , G06Q10/063116
摘要： Many factors can affect the operation of a contact center, especially contact centers utilizing human agents. An agent's health may be utilized as a predictor of performance with respect to a particular task. Having sensors to gather health data are provided. The data may then be aggregated into a long-term health trend, which may be determined to indicate that a change in an agent's performance is likely and may allow the contact center to reallocate tasks and/or other resources to accommodate the change in performance to mitigate the effect of the change in the agent's health. Work tasks are then routed to agents accordingly.
摘要翻译：许多因素可能影响联络中心的运作，特别是使用人体的联络中心。代理人的健康状况可能被用作对特定任务的绩效预测。提供传感器收集健康数据。然后可以将数据聚合成长期健康趋势，其可以被确定为指示代理的性能的改变是可能的，并且可以允许联络中心重新分配任务和/或其他资源以适应性能的变化减轻代理人健康状况变化的影响。然后，工作任务将相应地路由到代理。

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