Patents by Inventor Valentine C. Matula

Valentine C. Matula 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).

  • Agent-initiated automated co-browse
    Patent number: 10069973
    Abstract: 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: Grant
    Filed: August 25, 2015
    Date of Patent: September 4, 2018
    Assignee: Avaya Inc.
    Inventors: David Skiba, Valentine C. Matula, George Erhart
  • Service robot communication systems and system self-configuration
    Patent number: 10040201
    Abstract: A service robot is provided to communicate with other devices of a service location, such as another robot. A first and second robot may be tasked with performing a customer service task requiring a physical interaction. The first robot may determine that the second robot lacks instructions to perform the customer service task. Upon making the determination, the first robot retrieves physical interaction instructions and causes the second robot to load and execute the physical interaction instructions. The second robot is then transformed, by the first robot, into a configured robot able to perform the customer service task.
    Type: Grant
    Filed: March 31, 2016
    Date of Patent: August 7, 2018
    Assignee: Avaya Inc.
    Inventors: Valentine C. Matula, George Erhart, David Skiba
  • Communication systems for multi-source robot control
    Patent number: 10032137
    Abstract: 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: Grant
    Filed: March 31, 2016
    Date of Patent: July 24, 2018
    Assignee: Avaya Inc.
    Inventors: David Skiba, Valentine C. Matula, George Erhart
  • Movement and interaction verification
    Patent number: 9975243
    Abstract: Robotic customer service agents may require verification of a human. The verification may be of the identity of the human and/or a capability of the human. If verified, the robot operates in a verified mode and otherwise operates in a non-verified mode. The robot performs a customer service task in one of the verified mode or the non-verified mode, which may alter, omit, or substitute actions as appropriate for the mode.
    Type: Grant
    Filed: March 31, 2016
    Date of Patent: May 22, 2018
    Assignee: Avaya Inc.
    Inventors: George Erhart, David Skiba, Valentine C. Matula
  • Proxy-based reservation scheduling system
    Patent number: 9965820
    Abstract: A system is disclosed that features a transport vehicle that carries responsive objects in which the objects are equipped to provide state information about their states when queried. The transport vehicle is outfitted with a proxy that represents the responsive objects. The proxy is configured such that it is better able than the responsive objects to receive state query signals from a querying device. The vehicle is also outfitted with I) sensors that detect the responsive objects and ii) sensors that detect state information of the vehicle, in which both sets of sensors provide information to the proxy. The object sensors are able to detect the state of each responsive object or query the object about its state in the same way as the querying device would query those objects in the prior art. The proxy then responds to the query on behalf of the responsive objects.
    Type: Grant
    Filed: December 4, 2008
    Date of Patent: May 8, 2018
    Assignee: Avaya Inc.
    Inventors: George William Erhart, Valentine C. Matula, David Joseph Skiba, David S. Mohler
  • Skill change and routing correction
    Patent number: 9866696
    Abstract: 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.
    Type: Grant
    Filed: December 17, 2014
    Date of Patent: January 9, 2018
    Assignee: Avaya Inc.
    Inventors: David Skiba, Valentine C. Matula, George Erhart
  • COMMUNICATION SYSTEMS FOR MULTI-SOURCE ROBOT CONTROL
    Publication number: 20170286916
    Abstract: 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: Application
    Filed: March 31, 2016
    Publication date: October 5, 2017
    Inventors: David Skiba, Valentine C. Matula, George Erhart
  • AUTHENTICATION
    Publication number: 20170286651
    Abstract: 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.).
    Type: Application
    Filed: March 31, 2016
    Publication date: October 5, 2017
    Inventors: George Erhart, David Skiba, Valentine C. Matula
  • COMMAND AND CONTROL OF A USER-PROVIDED ROBOT BY A CONTACT CENTER
    Publication number: 20170282362
    Abstract: Robotic customer service agents are provided such that, when properly configured, 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. The robot may provide certain data to a contact center or a third-party to ensure compliance with operating practices to protect persons, property, and data and reduce the unnecessary acquisition of sensitive data, as well as, execute on-board risk mitigation applications.
    Type: Application
    Filed: March 31, 2016
    Publication date: October 5, 2017
    Inventors: George Erhart, David Skiba, Valentine C. Matula
  • COMMAND AND CONTROL OF A ROBOT BY A CONTACT CENTER WITH THIRD-PARTY MONITORING
    Publication number: 20170285628
    Abstract: 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: Application
    Filed: March 31, 2016
    Publication date: October 5, 2017
    Inventors: George Erhart, David Skiba, Valentine C. Matula
  • MOVEMENT AND INTERACTION VERIFICATION
    Publication number: 20170282365
    Abstract: Robotic customer service agents may require verification of a human. The verification may be of the identity of the human and/or a capability of the human. If verified, the robot operates in a verified mode and otherwise operates in a non-verified mode. The robot performs a customer service task in one of the verified mode or the non-verified mode, which may alter, omit, or substitute actions as appropriate for the mode.
    Type: Application
    Filed: March 31, 2016
    Publication date: October 5, 2017
    Inventors: George Erhart, David Skiba, Valentine C. Matula
  • SERVICE ROBOT COMMUNICATION SYSTEMS AND SYSTEM SELF-CONFIGURATION
    Publication number: 20170282374
    Abstract: A service robot is provided to communicate with other devices of a service location, such as another robot. A first and second robot may be tasked with performing a customer service task requiring a physical interaction. The first robot may determine that the second robot lacks instructions to perform the customer service task. Upon making the determination, the first robot retrieves physical interaction instructions and causes the second robot to load and execute the physical interaction instructions. The second robot is then transformed, by the first robot, into a configured robot able to perform the customer service task.
    Type: Application
    Filed: March 31, 2016
    Publication date: October 5, 2017
    Inventors: Valentine C. Matula, George Erhart, David Skiba
  • OPERATIONAL PARAMETERS
    Publication number: 20170282375
    Abstract: 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: Application
    Filed: March 31, 2016
    Publication date: October 5, 2017
    Inventors: George Erhart, Valentine C. Matula, David Skiba
  • SERVICE ROBOT ASSESSMENT AND OPERATION
    Publication number: 20170282371
    Abstract: 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: Application
    Filed: March 31, 2016
    Publication date: October 5, 2017
    Inventors: George Erhart, Valentine C. Matula, David Skiba
  • SECURITY
    Publication number: 20170286708
    Abstract: 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: Application
    Filed: March 31, 2016
    Publication date: October 5, 2017
    Inventors: George Erhart, David Skiba, Valentine C. Matula
  • Unspoken sentiment
    Patent number: 9715492
    Abstract: The sentiment of a message may not be obtainable from the message itself. However, many messages have an associated context that provides information useful in determining the sentiment of a message. Messages may include links to other resources, such as graphics or videos, which in turn include titles, comments, viewer ratings or other attributes that may provide a sentiment of the message.
    Type: Grant
    Filed: September 11, 2013
    Date of Patent: July 25, 2017
    Assignee: Avaya Inc.
    Inventors: David Skiba, George Erhart, Lee Becker, Valentine C Matula
  • SECONDARY VALIDATION FOR FRAUD PREVENTION
    Publication number: 20170193505
    Abstract: Banks and other financial institutions struggle to determine when to authorize and when to deny a transaction, such as credit card transactions, for customers. Customers, such as those who travel infrequently or otherwise make purchases at unusual locations, may have transactions denied at such locations. Conversely, stolen credit cards or their numbers, are often utilized in atypical locations for the customer. The provision of a secondary indicator of the customer's location to a bank, such as via an application or a check-in operation on a social media website, allows the bank to determine that the customer is likely at a location associated with a prospective transaction. Confirming a customer's location via a check-in operation, which may require the customer's device and/or social media credentials, provides an extra level of security while minimizing undue denial of legitimate transactions.
    Type: Application
    Filed: January 6, 2016
    Publication date: July 6, 2017
    Inventors: George Erhart, David Skiba, Valentine C. Matula
  • DYNAMIC INTERACTION PACING
    Publication number: 20170185945
    Abstract: 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.
    Type: Application
    Filed: December 29, 2015
    Publication date: June 29, 2017
    Inventors: Valentine C. Matula, David Skiba, George Erhart
  • SYSTEM AND METHOD FOR DYNAMIC ASR BASED ON SOCIAL MEDIA
    Publication number: 20170186419
    Abstract: System and method to adjust an automatic speech recognition (ASR) engine, the method including: receiving social network information from a social network; data mining the social network information to extract one or more characteristics; inferring a trend from the extracted one or more characteristics; and adjusting the ASR engine based upon the inferred trend. Embodiments of the method may further include: receiving a speech signal from a user; and recognizing the speech signal by use of the adjusted ASR engine. Further embodiments of the method may include: producing a list of candidate matching words; and ranking the list of candidate matching words by use of the inferred trend.
    Type: Application
    Filed: March 13, 2017
    Publication date: June 29, 2017
    Inventors: George W. Erhart, Valentine C. Matula, David J. Skiba
  • System and method for dynamic ASR based on social media
    Patent number: 9646604
    Abstract: System and method to adjust an automatic speech recognition (ASR) engine, the method including: receiving social network information from a social network; data mining the social network information to extract one or more characteristics; inferring a trend from the extracted one or more characteristics; and adjusting the ASR engine based upon the inferred trend. Embodiments of the method may further include: receiving a speech signal from a user; and recognizing the speech signal by use of the adjusted ASR engine. Further embodiments of the method may further include: producing a list of candidate matching words; and ranking the list of candidate matching words by use of the inferred trend.
    Type: Grant
    Filed: September 15, 2012
    Date of Patent: May 9, 2017
    Assignee: Avaya Inc.
    Inventors: George W. Erhart, Valentine C. Matula, David J. Skiba