Patents by Inventor Patrick Tendick

Patrick Tendick 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).

  • Patent number: 10425363
    Abstract: 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: Grant
    Filed: October 10, 2016
    Date of Patent: September 24, 2019
    Assignee: Avaya Inc.
    Inventors: David Skiba, Reinhard Klemm, Patrick Tendick, George W. Erhart, Wen-Hua Ju
  • Patent number: 10348895
    Abstract: In order to provide better service with self-service applications, metrics for a communication session between a user and a self-service application are identified. Based on the metrics, a pattern is determined that will likely predict an initial outcome of the communication session with the self-service application. In response to determining that the pattern will likely predict the initial outcome of the communication session with the self-service application, the way the user is managed in the communication session is changed. For example, if a particular pattern of IVR responses is detected that will likely lead to a caller abandoning a voice call, the voice call can be automatically transferred from the IVR system to a contact center agent. This provides for increased customer satisfaction and better utilization of contact center resources.
    Type: Grant
    Filed: February 13, 2015
    Date of Patent: July 9, 2019
    Assignee: Avaya Inc.
    Inventors: Lorraine Denby, Wen-Hua Ju, Patrick Tendick
  • Patent number: 10003692
    Abstract: Text-based automated customer service agents provide an attractive contact center interaction for may customer-agent communications. However, the “say anything” nature of text may result in additional problems not encountered in prompted interactions. A single misunderstanding or error may cause an automated communication to fail, however, by providing micro-tasks to a human agent, an automated communication may be maintained longer with benefit of a human agent's input. A lack of progress towards completion of a work item may cause the communication to be routed to a human agent and/or a different channel (e.g., voice, email, etc.). Accordingly, a micro-task or an opt-out operation may be provided to maintain the communication with an automated agent for as long as possible but yet provide improved customer service when necessary.
    Type: Grant
    Filed: October 20, 2016
    Date of Patent: June 19, 2018
    Assignee: Avaya Inc.
    Inventors: David Skiba, Reinhard Klemm, Patrick Tendick, George W. Erhart, Wen-Hua Ju
  • Publication number: 20180115643
    Abstract: Text-based automated customer service agents provide an attractive contact center interaction for may customer-agent communications. However, the “say anything” nature of text may result in additional problems not encountered in prompted interactions. A single misunderstanding or error may cause an automated communication to fail, however, by providing micro-tasks to a human agent, an automated communication may be maintained longer with benefit of a human agent's input. A lack of progress towards completion of a work item may cause the communication to be routed to a human agent and/or a different channel (e.g., voice, email, etc.). Accordingly, a micro-task or an opt-out operation may be provided to maintain the communication with an automated agent for as long as possible but yet provide improved customer service when necessary.
    Type: Application
    Filed: October 20, 2016
    Publication date: April 26, 2018
    Inventors: DAVID SKIBA, REINHARD KLEMM, PATRICK TENDICK, GEORGE W. ERHART, WEN-HUA JU
  • Publication number: 20180103149
    Abstract: 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: Application
    Filed: October 10, 2016
    Publication date: April 12, 2018
    Inventors: DAVID SKIBA, REINHARD KLEMM, PATRICK TENDICK, GEORGE W. ERHART, WEN-HUA JU
  • Patent number: 9906647
    Abstract: To provide better metrics for a contact center, the system determines when a contact center agent has been assigned to a plurality of agent skills in a skill group. A skill group is a set of skills for which the contact center seeks to calculate overall metrics across those skills. Information is received that the contact center agent is in a first state for the plurality of agent skills. For example, the contact center agent is available to support the different products. A status is calculated for the contact center agent in the skill group. The status for the contact center agent in the skill group is calculated based a minimum or maximum of the first state of the contact center agent in the skill group. The status of the first agent in the skill group is sent to a contact center administrator to better manage the contact center.
    Type: Grant
    Filed: February 19, 2015
    Date of Patent: February 27, 2018
    Assignee: Avaya Inc.
    Inventors: Patrick Tendick, Lorraine Denby, Wen-Hua Ju
  • Patent number: 9894206
    Abstract: Contact centers comprise agents, human and automated, interacting with customers over a network to accomplish an objective for the interaction. While a blunt, factual exchange may appear to be the most expeditious means to accomplish the objective, often this is not the case. Humans often respond better when the interaction comprises a mix of progress (e.g., portions of the interaction directed towards the objective) and banter (e.g., portions of the interaction not directed to the progress). Determining the mix may be provided by analyzing historic interactions and their success. A current interaction may be analyzed and when the mix is outside an acceptable range and an automated agent may be configured to alter the mix accordingly or, when the agent is a human, signal the agent to make the alteration. Success may be continually monitored and the target mix adjusted based on subsequent interactions.
    Type: Grant
    Filed: October 4, 2016
    Date of Patent: February 13, 2018
    Assignee: Avaya Inc.
    Inventors: David Skiba, George W. Erhart, Patrick Tendick, Wen-Hua Ju
  • Patent number: 9876860
    Abstract: A first communication session is created with a first application written in first language. A change is detected in first variables in the first application. The first variables are retrieved from the first application in response to detecting a change in the first variables. The first communication session is transferred to a second application written in a second language. A change is detected in a second variable in the second application. The second variable is retrieved from the second application in response to detecting the change in the second variable. A common pair of variables are matched between the first variables and the second variable. The first communication session and the transferred first communication session are associated as a common communication session in response to matching the common pair of variables. One or more of the first plurality of variables is then used by the second application.
    Type: Grant
    Filed: October 25, 2013
    Date of Patent: January 23, 2018
    Assignee: Avaya Inc.
    Inventors: Shmuel Shaffer, Patrick Tendick, Sheldon Davis
  • Publication number: 20180018616
    Abstract: Information utilized in a contact center may be temporary. Facts may be directly verified (primary factor); however, contact centers may not have the resources to perform primary factor determinations. Validation factors may be utilized, such as by providing a customer of a contact center with a response and determining, based on feedback, whether the information is still proving to be valid. Over time, information may become more and more suspect, even if factually correct. Providing the information, such as in a text message to a customer or agent, who in turn is interacting with a customer, and an indication of the aging of the validity of the information, may provide an appropriate level of confidence in a reply to a customer and facilitate more accurate information dissemination.
    Type: Application
    Filed: October 4, 2016
    Publication date: January 18, 2018
    Inventors: DAVID SKIBA, GEORGE W. ERHART, PATRICK TENDICK, WEN-HUA JU
  • Publication number: 20180020095
    Abstract: Contact centers comprise agents, human and automated, interacting with customers over a network to accomplish an objective for the interaction. While a blunt, factual exchange may appear to be the most expeditious means to accomplish the objective, often this is not the case. Humans often respond better when the interaction comprises a mix of progress (e.g., portions of the interaction directed towards the objective) and banter (e.g., portions of the interaction not directed to the progress). Determining the mix may be provided by analyzing historic interactions and their success. A current interaction may be analyzed and when the mix is outside an acceptable range and an automated agent may be configured to alter the mix accordingly or, when the agent is a human, signal the agent to make the alteration. Success may be continually monitored and the target mix adjusted based on subsequent interactions.
    Type: Application
    Filed: October 4, 2016
    Publication date: January 18, 2018
    Inventors: DAVID SKIBA, GEORGE W. ERHART, PATRICK TENDICK, WEN-HUA JU
  • Patent number: 9860380
    Abstract: An agent rating prediction and routing mechanism provided by a contact center communication system for work assignment optimization is described along with various methods and mechanisms for administering the same. The prediction system proposed herein analyzes past agent performance, agent attributes, contact attributes, and customer attributes to calculate an outcome value and to provide a performance prediction for use in work item routing to contact center resources.
    Type: Grant
    Filed: February 5, 2014
    Date of Patent: January 2, 2018
    Assignee: Avaya Inc.
    Inventors: Shmuel Shaffer, Patrick Tendick, Sheldon Davis
  • Publication number: 20170249557
    Abstract: A device, system, and method use predictive analytics based on an application-centric approach. The method includes receiving a request from an interactive application interacting with a user utilizing a user device for action data indicating an action to be taken by the interactive application during a session with the user device, the request generated by the interactive application based on a decision point associated with the interactive application. The method includes receiving from the interactive application session data associated with the session and the user device. The method includes determining scoring package data associated with the request based on the session data, the scoring package data comprising a predictive model indicative of a plurality of actions to be performed by the interactive application. The method includes generating the action data based on the scoring package data and transmitting the action data to the interactive application.
    Type: Application
    Filed: April 27, 2016
    Publication date: August 31, 2017
    Inventor: Patrick Tendick
  • Patent number: 9680995
    Abstract: Aspects are directed towards methods including creating multiple states from at least two call center data sources; and combining at least two of the multiple states to obtain a data model, where the data model comprises an attribute related to the call center, and methods including collecting a set of call data from multiple sources, where the multiple sources comprise a management module source and at least one source not controlled by the management module, and analyzing the set of call data.
    Type: Grant
    Filed: March 11, 2013
    Date of Patent: June 13, 2017
    Assignee: Avaya Inc.
    Inventors: Patrick Tendick, Roger I. Krimstock, Matias Potel Feola
  • Patent number: 9609133
    Abstract: A predictive model for abandoned calls provided by a contact center communication system for routing optimization is described along with various methods and mechanisms for administering the same. Based on multiple attributes, the system can calculate the probabilities, risks, and costs associated with abandonment and wait, taking into account the patience of a caller, region where the caller lives, agents available to handle the call, length of time that the caller has already been waiting, potential cost of having the caller and call type abandon, and potential total cost of having the caller wait to be served.
    Type: Grant
    Filed: March 30, 2015
    Date of Patent: March 28, 2017
    Assignee: Avaya Inc.
    Inventors: Shmuel Shaffer, Patrick Tendick, Sheldon Davis, Wen-Hua Ju
  • Publication number: 20160295020
    Abstract: A predictive model for abandoned calls provided by a contact center communication system for routing optimization is described along with various methods and mechanisms for administering the same. Based on multiple attributes, the system can calculate the probabilities, risks, and costs associated with abandonment and wait, taking into account the patience of a caller, region where the caller lives, agents available to handle the call, length of time that the caller has already been waiting, potential cost of having the caller and call type abandon, and potential total cost of having the caller wait to be served.
    Type: Application
    Filed: March 30, 2015
    Publication date: October 6, 2016
    Inventors: Shmuel Shaffer, Patrick Tendick, Sheldon Davis, Wen-Hua Ju
  • Publication number: 20160248912
    Abstract: To provide better metrics for a contact center, the system determines when a contact center agent has been assigned to a plurality of agent skills in a skill group. A skill group is a set of skills for which the contact center seeks to calculate overall metrics across those skills. Information is received that the contact center agent is in a first state for the plurality of agent skills. For example, the contact center agent is available to support the different products. A status is calculated for the contact center agent in the skill group. The status for the contact center agent in the skill group is calculated based a minimum or maximum of the first state of the contact center agent in the skill group. The status of the first agent in the skill group is sent to a contact center administrator to better manage the contact center.
    Type: Application
    Filed: February 19, 2015
    Publication date: August 25, 2016
    Inventors: Patrick Tendick, Lorraine Denby, Wen-Hua Ju
  • Publication number: 20160241712
    Abstract: In order to provide better service with self-service applications, metrics for a communication session between a user and a self-service application are identified. Based on the metrics, a pattern is determined that will likely predict an initial outcome of the communication session with the self-service application. In response to determining that the pattern will likely predict the initial outcome of the communication session with the self-service application, the way the user is managed in the communication session is changed. For example, if a particular pattern of IVR responses is detected that will likely lead to a caller abandoning a voice call, the voice call can be automatically transferred from the IVR system to a contact center agent. This provides for increased customer satisfaction and better utilization of contact center resources.
    Type: Application
    Filed: February 13, 2015
    Publication date: August 18, 2016
    Inventors: Lorraine Denby, Wen-Hua Ju, Patrick Tendick
  • Patent number: 9124643
    Abstract: Methods and apparatus are disclosed for notifying one or more users of information having a plurality of attributes. A plurality of subscribable objects are provided to one or more users, where each subscribable object comprises one or more attributes as required attributes and zero or more of the attributes as optional attributes. Subscription requests are received from one or more of the users based on at least one of the subscribable objects. The subscribable objects are based, for example, on a set of predefined templates. The predefined templates identify each of the plurality of attributes as a required attribute or an optional attribute. Each of the attributes is presented to a user using a display format selected based on a cardinality of the corresponding attribute.
    Type: Grant
    Filed: September 15, 2012
    Date of Patent: September 1, 2015
    Assignee: Avaya Inc.
    Inventors: Joann J. Ordille, Nina M. Tandon, Patrick Tendick, Qian Yang
  • Publication number: 20150215463
    Abstract: An agent rating prediction and routing mechanism provided by a contact center communication system for work assignment optimization is described along with various methods and mechanisms for administering the same. The prediction system proposed herein analyzes past agent performance, agent attributes, contact attributes, and customer attributes to calculate an outcome value and to provide a performance prediction for use in work item routing to contact center resources.
    Type: Application
    Filed: February 5, 2014
    Publication date: July 30, 2015
    Applicant: Avaya Inc.
    Inventors: Shmuel Shaffer, Patrick Tendick, Sheldon Davis
  • Publication number: 20150120904
    Abstract: A first communication session is created with a first application written in first language. A change is detected in first variables in the first application. The first variables are retrieved from the first application in response to detecting a change in the first variables. The first communication session is transferred to a second application written in a second language. A change is detected in a second variable in the second application. The second variable is retrieved from the second application in response to detecting the change in the second variable. A common pair of variables are matched between the first variables and the second variable. The first communication session and the transferred first communication session are associated as a common communication session in response to matching the common pair of variables. One or more of the first plurality of variables is then used by the second application.
    Type: Application
    Filed: October 25, 2013
    Publication date: April 30, 2015
    Applicant: Avaya Inc.
    Inventors: Shmuel Shaffer, Patrick Tendick, Sheldon Davis