公开(公告)号：GB2564539B

公开(公告)日：2021-12-22

申请号：GB201808102

申请日：2018-05-18

Applicant: AVAYA INC

Inventor： GERARD CARTY ,  THOMAS MORAN

IPC: G10L15/22 ,  H04M3/51 ,  H04M3/58

Abstract: A process for updating a second agent about a call in a contact center comprises receiving a call at the contact center and connecting the call to a device associated with a first agent of the contact center. A processor is used to configure a list of keywords to detect during the call, and when a key word is detected (e.g., using a speech analyzer), a snippet of the call based on the detected keywords is identified. The snippets are presented to a second agent through a device associated with the second agent. The call is then connected to the device associated with the second agent.

公开(公告)号：US20180130257A1

公开(公告)日：2018-05-10

申请号：US15348054

申请日：2016-11-10

Applicant: AVAYA INC.

Inventor： THOMAS MORAN

IPC: G06T19/00 ,  G06F17/30 ,  H04N5/225 ,  H04N5/77

CPC classification number: H04N5/77 ,  G06F16/29 ,  G06F16/9537 ,  G06T19/006

Abstract: As technology advances, customer-agent interactions require adoption of the new technologies to remain useful to customers and cost effective to contact centers. Virtual reality technology allows a customer to virtually tour a remote location and optionally interact with an agent during the virtual tour. The agent and/or customer may select virtual reality elements, including a recording of the interaction itself, to be triggered upon the customer, with a location enabled customer device, being located in the real-world at a corresponding virtual location in which the virtual reality element was created. The virtual reality element may be automatically presented and the presentation may be a full virtual reality presentation, an augmented reality presentation, or a converted presentation, such as to a more conventional format.

公开(公告)号：US20180359363A1

公开(公告)日：2018-12-13

申请号：US15617580

申请日：2017-06-08

Applicant: AVAYA INC.

Inventor： THOMAS MORAN

IPC: H04M3/51 ,  H04M3/523 ,  G06K9/00

CPC classification number: H04M3/5191 ,  G06K9/00442 ,  G06K9/00711 ,  H04M3/5235

Abstract: A document is often the impetus for a customer to call a contact center. Customers may have access to a video camera which may be utilized to capture an image of the document without requiring the customer to take any action beyond positioning the document in view of the camera. The contact center then determines the video image comprises text, extracts the text, and matches the text to a document. An agent is then selected having an ability to process work items associated with the identified document. The call is then routed to the selected agent.

公开(公告)号：GB2564539A

公开(公告)日：2019-01-16

申请号：GB201808102

申请日：2018-05-18

Applicant: AVAYA INC

Inventor： GERARD CARTY ,  THOMAS MORAN

IPC: G10L15/22 ,  H04M3/51 ,  H04M3/58

Abstract: A call received by a first agent in a contact center is speech analysed (preferably in real time) to detect keywords (508-512) from a preconfigured list. If it is determined via detected keywords that eg. the first agent does not have the requisite skills to deal with the call, snippets 512 or portions of the call are identified, ordered 520 and presented (eg. transcribed graphically 516) to a second agent along with possible indications that the caller has become upset or angry or that the first agent has become confused, and an indication of when the call will be transferred (522).