Patents by Inventor Reinhard Klemm
Reinhard Klemm 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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Patent number: 11886797Abstract: The invention relates to jCode programs which perform programmatic creation of strings comprising hyperlinked data and references thereto, and to the programmatic creation of documents, including XML documents and other format documents, referencing internal and external data sources. JSON can be used to express jCode programs, as can other custom designed languages, or XML or YAML.Type: GrantFiled: October 16, 2020Date of Patent: January 30, 2024Assignee: BIOINVENTORS & ENTREPRENEURS NETWORK, LLCInventors: Michael Seul, Reinhard Klemm
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Patent number: 11568426Abstract: Associating callers of a contact center with their social media identity may provide mutual benefits to the caller 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 caller initially calls a contact center, they are prompted, and possibly incentivized, to check into a virtual venue. The caller may then be known, via an associated social media identity, to the contact center. The virtual venue may then receive access to comments and other posts, such as endorsements, provided by connects to the social media identity and process the call in accordance with the sentiment or utilize the social media network for post-call follow-up.Type: GrantFiled: November 24, 2015Date of Patent: January 31, 2023Assignee: Avaya Inc.Inventors: Reinhard Klemm, David Skiba
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Patent number: 11526540Abstract: At least one social media channel includes a plurality of user messages, which are accessible via a communication network. At least some of the stored messages are retrieved from the at least one social media channel via the communication network, and a collection of frequently asked questions (FAQ) is generated or updated by analyzing the retrieved messages to form a plurality of topical issue clusters. Each topical issue cluster is associated with at least one topic parameter from among a plurality of topic parameters, each topic parameter relates to at least one of use, installation or maintenance of a product or service, and each topical issue cluster includes at least one issue identified by a community of users and at least one resolution of the issue identified by the community of users. The generated or updated FAQ is uploaded to a storage location accessible to the community of users.Type: GrantFiled: March 16, 2020Date of Patent: December 13, 2022Assignee: Avaya Inc.Inventors: Reinhard Klemm, Valentine C. Matula, David Skiba
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Publication number: 20220368802Abstract: Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes analyzing interactions on a digital communication channel, determining that the interactions have paused for an amount of time, analyzing content of the interactions to determine an estimate of the amount of time, updating a state of the agent to release the agent for the estimated amount of time, and setting a timer that will automatically change the state of the agent back to an occupied state for the interactions at a future time that aligns with an expiration of the timer.Type: ApplicationFiled: August 1, 2022Publication date: November 17, 2022Inventors: George Erhart, Reinhard Klemm, Wen-Hua Ju, Michael Sisselman, Atsushi Hirano
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Patent number: 11418648Abstract: Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes analyzing interactions on a digital communication channel, determining that the interactions have paused for an amount of time, analyzing content of the interactions to determine an estimate of the amount of time, updating a state of the agent to release the agent for the estimated amount of time, and setting a timer that will automatically change the state of the agent back to an occupied state for the interactions at a future time that aligns with an expiration of the timer.Type: GrantFiled: July 21, 2020Date of Patent: August 16, 2022Assignee: Avaya Management L.P.Inventors: George Erhart, Reinhard Klemm, Wen-Hua Ju, Michael Sisselman, Atsushi Hirano
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Patent number: 11388131Abstract: A contact center is operated by reference to response time statistics and social media analytics. A method for identifying a user population's sensitivity to response time delay comprises monitoring social network messaging activity to identify user messages associated with the user population. In some embodiments, the activity relates to at least one of an entity or a product or service associated with the entity. The user population may be selected on the basis of a socio-demographic characteristic or on the basis of observable social networking behavior and/or sentiment over a prior selection phase. The method further includes selecting a loyalty transition boundary identified by detecting a difference in aggregate sentiment between a first group of users receiving a response delayed by a first time period and a second group of users receiving a response delayed by a second time period greater than the first time period.Type: GrantFiled: December 30, 2014Date of Patent: July 12, 2022Assignee: Avaya Inc.Inventors: Reinhard Klemm, Valentine Matula
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Publication number: 20220121816Abstract: The invention relates to a semantic data acquisition, storage and presentation system comprising SentenceClasses wherein SentenceClasses comprise SentenceClassLabels and SentenceClassData, each such label in the form of a RelationalPhrase or an alias thereof, and data, for each class, organized in conformance with the class-defining relation, as expressed in the form of the RelationalPhrase. Instantiation of SentenceClasses, by replacing substitution variables in RelationalPhrases with associated items of SentenceClassData, produces Sentences that provides context to the instantiated items. The system of the invention also comprises methods and processes including for: acquiring, transforming and recording data; operating on SentenceClasses including forming new SentenceClasses; and instantiating, rendering and presenting Sentences in human or machine-readable format.Type: ApplicationFiled: December 7, 2021Publication date: April 21, 2022Inventors: MICHAEL SEUL, Reinhard Klemm, Pedro Cano
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Publication number: 20220121807Abstract: The invention relates to jCode programs which perform programmatic creation of strings comprising hyperlinked data and references thereto, and to the programmatic creation of documents, including XML documents and other format documents, referencing internal and external data sources. JSON can be used to express jCode programs, as can other custom designed languages, or XML or YAML.Type: ApplicationFiled: October 16, 2020Publication date: April 21, 2022Inventors: Michael Seul, Reinhard Klemm
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Publication number: 20220083984Abstract: Systems and methods for dynamically responding to requests for information, derived from one or more data sources, relating to at least one event participant. A notification of a scheduled event is received at a server. The notification identities a plurality of individuals invited to attend or participate in an event. Data attributes relating to the event participants are retrieved from one or more data sources and stored. The data attributes can include personal attributes, professional attributes, and social interaction attributes. Before, during or after an event, requests are received and processed to provide event participants and other interested parties access to contextual information relating event participants to one another, the identities of event participants possessing one or more attributes, and lists of attributes for one or more known event participants. The requests can include images and sound recordings captured during the event.Type: ApplicationFiled: November 29, 2021Publication date: March 17, 2022Inventor: Reinhard Klemm
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Patent number: 11240215Abstract: A device, system, and method gives temporary control of a user device using location based grants. The method performed by a control server of a third party is performed when the user device is in a predetermined area. The method includes transmitting authentication data to the user device, the authentication data configured to authenticate the third party to the user device, the predetermined area being associated with the third party. The method includes receiving a request from the user device for command data, the command data configured to be executed on the user device to provide the third party with a limited control over the user device while the user device remains in the predetermined area. The method includes transmitting the command data to the user device.Type: GrantFiled: April 11, 2016Date of Patent: February 1, 2022Assignee: AVAYA INC.Inventors: Reinhard Klemm, Parameshwaran Krishnan, Navjot Singh
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Patent number: 11190469Abstract: Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes determining that a conversation is established with a customer communication device using an asynchronous communication channel, analyzing one or more messages exchanged over the asynchronous communication channel to determine a likelihood of communication disengagement, comparing the likelihood of communication disengagement with a predetermined disengagement threshold, and based on the comparison of the likelihood of communication disengagement with the predetermined threshold, updating a graphical user interface of an agent communication device being used to engage in the conversation.Type: GrantFiled: July 21, 2020Date of Patent: November 30, 2021Assignee: Avaya Management L.P.Inventors: George Erhart, Reinhard Klemm, Wen-Hua Ju, Michael Sisselman, Atsushi Hirano
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Patent number: 11188879Abstract: Systems and methods for dynamically responding to requests for information, derived from one or more data sources, relating to at least one event participant. A notification of a scheduled event is received at a server. The notification identities a plurality of individuals invited to attend or participate in an event. Data attributes relating to the event participants are retrieved from one or more data sources and stored. The data attributes can include personal attributes, professional attributes, and social interaction attributes. Before, during or after an event, requests are received and processed to provide event participants and other interested parties access to contextual information relating event participants to one another, the identities of event participants possessing one or more attributes, and lists of attributes for one or more known event participants. The requests can include images and sound recordings captured during the event.Type: GrantFiled: June 7, 2019Date of Patent: November 30, 2021Assignee: Avaya, Inc.Inventor: Reinhard Klemm
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Patent number: 11064074Abstract: Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes receiving a message from a customer communication device, determining that a conversation is already established in association with the customer communication device, including the message among a plurality of messages that are already assigned to the conversation, analyzing the message to determine a topic classification and a topic confidence score for the message, and based on the analysis of the message, determining whether the topic classification determined for the message corresponds to a continuation of a topic classification for the plurality of messages or whether the topic classification determined for the message corresponds to a different topic classification than the topic classification for the plurality of messages.Type: GrantFiled: May 5, 2020Date of Patent: July 13, 2021Assignee: Avaya Inc.Inventors: George Erhart, Reinhard Klemm, Wen-Hua Ju, Michael Sisselman, Atsushi Hirano
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Patent number: 11019000Abstract: Techniques for aiding an email recipient in the management of inbound email by detecting, and configurably responding to, dynamically variable patterns of activity and behavior are described. Characteristics are extracted from new email messages originated by senders and intended for a recipient. One or more patterns of sender activity, recipient message management behavior, and/or message response behavior, relating to treatment of messages from individual senders and/or plural senders in the aggregate, are identified. The patterns are identified by analyzing statistics collected by the extraction of characteristics from email messages previously received by the recipient. Before the recipient reads a new email, a determination is made as to whether any deviation from an identified pattern exists; and, if so, a pre-existing rule for treatment of the new message is enforced and/or a new rule specifying treatment of at least some messages from the sender of the email is proposed.Type: GrantFiled: March 27, 2020Date of Patent: May 25, 2021Assignee: Avaya, Inc.Inventors: Reinhard Klemm, Parameshwaran Krishnan, Navjot Singh
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Publication number: 20210029246Abstract: Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes analyzing interactions on a digital communication channel, determining that the interactions have paused for an amount of time, analyzing content of the interactions to determine an estimate of the amount of time, updating a state of the agent to release the agent for the estimated amount of time, and setting a timer that will automatically change the state of the agent back to an occupied state for the interactions at a future time that aligns with an expiration of the timer.Type: ApplicationFiled: July 21, 2020Publication date: January 28, 2021Inventors: George Erhart, Reinhard Klemm, Wen-Hua Ju, Michael Sisselman, Atsushi Hirano
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Publication number: 20210029065Abstract: Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes determining that a conversation is established with a customer communication device using an asynchronous communication channel, analyzing one or more messages exchanged over the asynchronous communication channel to determine a likelihood of communication disengagement, comparing the likelihood of communication disengagement with a predetermined disengagement threshold, and based on the comparison of the likelihood of communication disengagement with the predetermined threshold, updating a graphical user interface of an agent communication device being used to engage in the conversation.Type: ApplicationFiled: July 21, 2020Publication date: January 28, 2021Inventors: George Erhart, Reinhard Klemm, Wen-Hua Ju, Michael Sisselman, Atsushi Hirano
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Publication number: 20210029249Abstract: Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes receiving a message from a customer communication device, determining that a conversation is already established in association with the customer communication device, including the message among a plurality of messages that are already assigned to the conversation, analyzing the message to determine a topic classification and a topic confidence score for the message, and based on the analysis of the message, determining whether the topic classification determined for the message corresponds to a continuation of a topic classification for the plurality of messages or whether the topic classification determined for the message corresponds to a different topic classification than the topic classification for the plurality of messages.Type: ApplicationFiled: May 5, 2020Publication date: January 28, 2021Inventors: George Erhart, Reinhard Klemm, Wen-Hua Ju, Michael Sisselman, Atsushi Hirano
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Publication number: 20200280591Abstract: Techniques for efficiently allocating ports and bandwidth in a communication system configured to establish interactive, real time communication sessions between endpoints are described. Requests are received at a server, from a requester endpoint device, to initiate an interactive, real time communication voice and/or video session requiring access to an interactive session resource. In an embodiment, the communication system is a contact center and the interactive session resource is an available contact center agent. Pending availability of the interactive session resource, a requester is assigned a place in a queue or otherwise scheduled to receive access to the interactive session resource. In the meantime, a data channel is established between the server and the requester's endpoint device. Resources, which can include an executable program and/or information operative to enable the endpoint device to emulate an active on-hold voice connection period, are downloaded to the endpoint device.Type: ApplicationFiled: May 18, 2020Publication date: September 3, 2020Inventors: Reinhard Klemm, Parameshwaran Krishnan, Navjot Singh
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Publication number: 20200228471Abstract: Techniques for aiding an email recipient in the management of inbound email by detecting, and configurably responding to, dynamically variable patterns of activity and behavior are described. Characteristics are extracted from new email messages originated by senders and intended for a recipient. One or more patterns of sender activity, recipient message management behavior, and/or message response behavior, relating to treatment of messages from individual senders and/or plural senders in the aggregate, are identified. The patterns are identified by analyzing statistics collected by the extraction of characteristics from email messages previously received by the recipient. Before the recipient reads a new email, a determination is made as to whether any deviation from an identified pattern exists; and, if so, a pre-existing rule for treatment of the new message is enforced and/or a new rule specifying treatment of at least some messages from the sender of the email is proposed.Type: ApplicationFiled: March 27, 2020Publication date: July 16, 2020Inventors: Reinhard Klemm, Parameshwaran Krishnan, Navjot Singh
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Publication number: 20200218747Abstract: At least one social media channel includes a plurality of user messages, which are accessible via a communication network. At least some of the stored messages are retrieved from the at least one social media channel via the communication network, and a collection of frequently asked questions (FAQ) is generated or updated by analyzing the retrieved messages to form a plurality of topical issue clusters. Each topical issue cluster is associated with at least one topic parameter from among a plurality of topic parameters, each topic parameter relates to at least one of use, installation or maintenance of a product or service, and each topical issue cluster includes at least one issue identified by a community of users and at least one resolution of the issue identified by the community of users. The generated or updated FAQ is uploaded to a storage location accessible to the community of users.Type: ApplicationFiled: March 16, 2020Publication date: July 9, 2020Inventors: Reinhard Klemm, Valentine C. Matula, David Skiba