Patents by Inventor David Skiba
David Skiba has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).
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SYSTEM AND METHOD FOR GENERATING AND COMMUNICATING COMMUNICATION COMPONENTS OVER A MESSAGING CHANNEL
Publication number: 20200076750Abstract: A method for generating and communicating communication components over a messaging channel is provided. The method includes (i) generating widgets using at least one of (i) a pre-existing set of blocks or (ii) one or more micro blocks which are selected by a user, (ii) configuring a data type that includes strongly typed widgets, (iii) incorporating the widgets or said one or more micro blocks that collects strongly typed information from the user as a part of a messaging conversation, (iv) generating a structured workflow by interleaving the structured micro blocks with unstructured natural language and (v) communicating the structured workflow over the messaging channel for enabling the user to perform one or more operations.Type: ApplicationFiled: August 30, 2018Publication date: March 5, 2020Inventors: Venkatesh Krishnaswamy, Ajita John, David Skiba, Kundan Singh, Shalini Yajnik, Ramanujan Kashi -
Patent number: 10475042Abstract: Users may post issues and questions on public social media websites and other public forums. A business or product of the business may be the subject of the post. With a properly trained system the business can determined if another community member is likely provide and accurate, sufficient, and timely response to the post. If so, the business can avoid allocating resources to respond to such posts. However, if it is determined that an appropriate response is not likely, or not likely within an acceptable timeframe, the business may notify an agent to provide an appropriate response. As a benefit, the business may leverage a community of knowledgeable users to provide assistance to other users and thereby not expend resources unnecessarily.Type: GrantFiled: May 8, 2014Date of Patent: November 12, 2019Assignee: Avaya Inc.Inventors: David Skiba, Peter Finney, Andrew Maher
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Patent number: 10474706Abstract: A method, system, and phonetic search engine are described that enable phonetic searches to have increased relevancy to the searcher. Specifically, phonetic searches on a database containing phonetically-searchable content can have one or more phonetically-confusable terms included therein, thereby creating search results that more faithfully reflect the search terms used during the phonetic search of the database.Type: GrantFiled: May 13, 2016Date of Patent: November 12, 2019Assignee: Avaya Inc.Inventors: Wendy J. Holmes, David Skiba
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Patent number: 10462151Abstract: A user profile is temporarily accessed by an accessor. A method performed by the accessor of a contact center includes receiving access data. The access data includes a user identifier for a user, an identifier identifying a third party having profile data of the user, and a user-predefined condition which must be satisfied for the profile data to be temporarily accessible by the contact center. The method includes transmitting a request to the third party to temporarily access the profile data during a time period when the condition is satisfied, the request including the user identifier. The method includes temporarily accessing the user profile when the request is granted.Type: GrantFiled: November 17, 2015Date of Patent: October 29, 2019Assignee: Avaya Inc.Inventors: Tony McCormack, John H. Yoakum, David Skiba
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Patent number: 10425363Abstract: Systems are provided to manage pauses, including on-hold, conditions in communications, such as text-based communications. Users may be provided with messages at a pace that, among other things, allows a particular cadence of messages to be maintained, even if a reply has been created. Accordingly, resources of a contact center may be better allocated to other matters requiring attention without causing undue customer dissatisfaction or the burden of handling additional messages. While voice-based “hold” conditions may be managed with messages or music on hold, text-based communications may be managed with social messaging content and/or comfort messages.Type: GrantFiled: October 10, 2016Date of Patent: September 24, 2019Assignee: Avaya Inc.Inventors: David Skiba, Reinhard Klemm, Patrick Tendick, George W. Erhart, Wen-Hua Ju
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Patent number: 10410007Abstract: A robotic customer service agent (“robot”) is provided to a service location. The robot may present a number of security concerns that, whether realized or not, present barriers to acceptance. A robot is provided that is determined to be in compliance with a security criteria. The security criteria may be related to software (e.g., running anti-virus software), hardware (e.g., an added camera is secure), communication (e.g., no unexpected communications), or other aspect. Should the robot be in compliance, it may operate in a secure mode, such as to perform or access more sensitive information. If the robot is not in compliance, the robot is operated in a non-secure mode, such as to block data transmissions, information capturing, or other process or operation that may present a security risk.Type: GrantFiled: March 31, 2016Date of Patent: September 10, 2019Assignee: Avaya Inc.Inventors: George Erhart, David Skiba, Valentine C. Matula
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Patent number: 10404646Abstract: First communication information is received from a first communication session in a first communication medium. The first information has an associated first topic identifier. The first communication information may be a media stream, such as a voice media stream. Second communication information is received from a second communication session in a second communication medium associated with the first topic identifier. The first and second communication mediums are different communication mediums. The second communication session occurs after the first communication session has ended. For example, the second communication medium may be an email that occurs after a voice call has completed. The first information and the second information are stored in a first topic record based on the first topic identifier. A user can then access the topic record to view the first and second communication information for the topic.Type: GrantFiled: January 26, 2016Date of Patent: September 3, 2019Assignee: Avaya Inc.Inventors: Mehmet Balasaygun, Rajeshwari Edamadaka, Jonathan Mark Silverman, David Skiba
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Patent number: 10350757Abstract: 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.Type: GrantFiled: March 31, 2016Date of Patent: July 16, 2019Assignee: Avaya Inc.Inventors: George Erhart, Valentine C. Matula, David Skiba
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Publication number: 20190146483Abstract: Acceptance of robotic service agents may be improved if robots are compliant with a monitoring program of a third party. A robot may be allowed to perform certain operations if monitored or prevented from such operations if unmonitored. If authorized, a robot may be able to perform certain operations unmonitored; however, the third party may report the authorized exception. Should the robot be unmonitored, and absent unauthorized exception, the robot performs only those operations approved for unmonitored mode. Otherwise, the robot is enabled to perform tasks approved for monitored and unmonitored mode. The third party may report the monitoring, lack of monitoring, and compliance with a monitoring program accordingly.Type: ApplicationFiled: January 9, 2019Publication date: May 16, 2019Inventors: George Erhart, David Skiba, Valentine C. Matula
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Publication number: 20190121516Abstract: According to one embodiment, audio and non-audio data can be represented as sound sources in a three-dimensional sound space adapted to also provide visual data. Non-audio data can be associated with audio sound sources presented in the sound space. Navigation within this combined three-dimensional audio/visual space can be based primarily on the audio aspects of the sound sources with the details of the non-audio data being presented on demand, for example, when the listener navigates through the combined three-dimensional audio/visual space to a particular sound source at which point the non-audio data associated with that sound source can be presented.Type: ApplicationFiled: December 17, 2018Publication date: April 25, 2019Inventors: Doree Duncan Seligmann, Ajita John, Michael J. Sammon, David Skiba
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Patent number: 10257581Abstract: A contact center, communication system, and method are disclosed. An illustrative contact center is disclosed as enabling customer interactions via a television. As the customer interacts with the contact center, context information regarding an environment surrounding the television can be obtained by the contact center and further used to enhance the customer's interaction with the contact center, for example, by establishing additional communication channels with the customer.Type: GrantFiled: February 2, 2016Date of Patent: April 9, 2019Assignee: Avaya Inc.Inventors: Joann J. Ordille, David Skiba
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Patent number: 10216182Abstract: Acceptance of robotic service agents may be improved if robots are compliant with a monitoring program of a third party. A robot may be allowed to perform certain operations if monitored or prevented from such operations if unmonitored. If authorized, a robot may be able to perform certain operations unmonitored; however, the third party may report the authorized exception. Should the robot be unmonitored, and absent unauthorized exception, the robot performs only those operations approved for unmonitored mode. Otherwise, the robot is enabled to perform tasks approved for monitored and unmonitored mode. The third party may report the monitoring, lack of monitoring, and compliance with a monitoring program accordingly.Type: GrantFiled: March 31, 2016Date of Patent: February 26, 2019Assignee: Avaya Inc.Inventors: George Erhart, David Skiba, Valentine C. Matula
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Patent number: 10210472Abstract: The delivery of goods to a customer comprises a substantial portion of human activity. To correct address errors and/or to more precisely locate delivery locations, systems are provided to assist human, human operated vehicle, or autonomous vehicles to locate a delivery point. Often the location of a delivery point is inaccurate or imprecise. GPS and other coordinate systems often fail or are imprecise without an unobstructed view of the sky. Even with coordinates available, the delivery point may be different from the coordinates or, more commonly, coordinates that are different from some standard point within a postal address associated with the coordinates. Providing a delivery system that utilizes a broadcasted identifier, such as an identifier associated with the order of the item, the delivery of the item may be made proximate to the source of the broadcasted identifier or further refined using the broadcasted identifier as a reference.Type: GrantFiled: August 10, 2016Date of Patent: February 19, 2019Assignee: Avaya Inc.Inventors: Valentine C. Matula, David Skiba, George Erhart
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Patent number: 10203839Abstract: According to one embodiment, audio and non-audio data can be represented as sound sources in a three-dimensional sound space adapted to also provide visual data. Non-audio data can be associated with audio sound sources presented in the sound space. Navigation within this combined three-dimensional audio/visual space can be based primarily on the audio aspects of the sound sources with the details of the non-audio data being presented on demand, for example, when the listener navigates through the combined three-dimensional audio/visual space to a particular sound source at which point the non-audio data associated with that sound source can be presented.Type: GrantFiled: October 18, 2016Date of Patent: February 12, 2019Assignee: Avaya Inc.Inventors: Doree Duncan Seligmann, Ajita John, Michael J. Sammon, David Skiba
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Patent number: 10198760Abstract: Automated kiosks are often provided in retail settings to provide a convenient and cost-effective means to assist customers of the retail setting and as an alternative or supplement to human agents. Kiosks may work well for certain customers and actions, however, the customer and/or kiosk may fail to effectively interact with each other and leave the customer dissatisfied with the interaction. By determining a meta-meaning associated with a customer's actions with a kiosk, the kiosk may be able to determine whether an agent should be summoned to assist the customer. For example, a customer may be using the kiosk for an unusually long time. In response, an available agent may be notified and approach the customer to offer their assistance; without the customer explicitly requesting such assistance. As a benefit, the retail setting may appear more in-touch with the needs of the customer.Type: GrantFiled: April 16, 2014Date of Patent: February 5, 2019Assignee: Avaya Inc.Inventors: George Erhart, Valentine C. Matula, David Skiba
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Patent number: 10135983Abstract: Associating customers of a contact center with their social media presence may provide mutual benefits to the customer and contact center. For example, a business operating a contact center can receive information about their current and potential customers and customers can receive additional information, incentives, or other perks by allowing access to their social media profile. When a customer initially calls a contact center, they are provided with a code and asked to post the code on a page or other aspect of the company's social media presence. The social media identity of the customer can then be associated with the customer placing the call. The call center can then access additional information about the customer and respond accordingly.Type: GrantFiled: November 24, 2015Date of Patent: November 20, 2018Assignee: Avaya Inc.Inventors: Reinhard Klemm, David Skiba
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Patent number: 10124491Abstract: A customer service robot may be limited to a maximum physical ability, such as speed of travel, speed of a robotic arm, etc. However, certain customers may be uncomfortable with a robot operating at the maximum capacity. Accordingly, a customer may have an attribute associated with a performance-limiting criteria. The criteria then limits the robot to operations within operational parameters associated with the performance-limiting criteria. As a benefit, a robot may be transformed to provide a better customer service experience by working quickly to address a customer service task, but within the confines of what a particular customer, or customer type, may consider comfortable or acceptable.Type: GrantFiled: March 31, 2016Date of Patent: November 13, 2018Assignee: Avaya Inc.Inventors: George Erhart, Valentine C. Matula, David Skiba
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Publication number: 20180315006Abstract: The delivery of goods to a customer comprises a substantial portion of human activity. To correct address errors and/or to more precisely locate delivery locations, systems are provided to assist human, human operated vehicle, or autonomous vehicles to locate a delivery point. Often the location of a delivery point is inaccurate or imprecise. GPS and other coordinate systems often fail or are imprecise without an unobstructed view of the sky. Even with coordinates available, the delivery point may be different from the coordinates or, more commonly, coordinates that are different from some standard point within a postal address associated with the coordinates. Providing a delivery system that utilizes a broadcasted identifier, such as an identifier associated with the order of the item, the delivery of the item may be made proximate to the source of the broadcasted identifier or further refined using the broadcasted identifier as a reference.Type: ApplicationFiled: July 9, 2018Publication date: November 1, 2018Inventors: Valentine C. Matula, David Skiba, George Erhart
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Publication number: 20180276622Abstract: A service robot may be autonomous, with respect to a portion of a customer service task, and coordinated, with respect to another portion of a customer service task. A resource, such as another robot or an agent (human or automated), may monitor or interact with the robot and, in such a combination, perform a customer service task. The robot may be instructed to pause or delay initiation of a robot portion to allow for a resource to become available at a common time that the interaction portion is to be performed to minimize delay and promote better customer service. Should the delay be beyond an acceptable threshold, the robot may engage in a delay task (e.g., slow down, pause, etc.). The delay task may include a social interaction with a human at a service location.Type: ApplicationFiled: May 30, 2018Publication date: September 27, 2018Inventors: David Skiba, Valentine C. Matula, George Erhart
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Patent number: 10069973Abstract: 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.Type: GrantFiled: August 25, 2015Date of Patent: September 4, 2018Assignee: Avaya Inc.Inventors: David Skiba, Valentine C. Matula, George Erhart