Patents by Inventor Wen-Hua Ju

Wen-Hua Ju 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
  • Publication number: 20190279256
    Abstract: A real-time or non-real-time communication from a customer communication endpoint is received. A work item is generated that represents the real-time or non-real-time communication. For example, a real-time voice communication is received and tracked in a contact center as a work item. First data from an external data service provider (DSP) is consumed. For example, the first data is received from an Experian® data service. The first data is natively provided by the external DSP in a first format. For example, the first format may be in Extended Markup Language (XML). The first data is converted into second data in a second format for use in a contact center. The second data in the second format is used to: 1) select a first offer from multiple offers; and 2) route the work item and the first selected offer to a communication element (e.g., an agent communication endpoint).
    Type: Application
    Filed: January 25, 2019
    Publication date: September 12, 2019
    Inventors: Michael Sisselman, Oliver Huber, Wen-Hua Ju, Rafael Luis Piva, Andre Aragao
  • Patent number: 10410147
    Abstract: A mechanism for adaptive modification of an attribute tree in a graph based contact center is described along with various methods and mechanisms for administering the same. Adaptive modification methods are disclosed that allow a graph database to automatically remove and create categories as well as block removal of categories with active relationships. Staff assignment, administrator productivity, and customer service are improved with the assessment, merging, and removal of atrophied categories and the operationally desirable expansion and/or addition of categories.
    Type: Grant
    Filed: May 29, 2014
    Date of Patent: September 10, 2019
    Assignee: Avaya Inc.
    Inventors: Robert C. Steiner, 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: 10313526
    Abstract: A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also described is the operation of a work assignment engine that leverages the graph database to make intelligent and flexible work assignment decisions.
    Type: Grant
    Filed: March 22, 2018
    Date of Patent: June 4, 2019
    Assignee: Avaya Inc.
    Inventors: Robert C. Steiner, Wen-Hua Ju
  • Publication number: 20180213087
    Abstract: A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also described is the operation of a work assignment engine that leverages the graph database to make intelligent and flexible work assignment decisions.
    Type: Application
    Filed: March 22, 2018
    Publication date: July 26, 2018
    Inventors: Robert C. Steiner, Wen-Hua Ju
  • 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: 9930179
    Abstract: A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also described is the operation of a work assignment engine that leverages the graph database to make intelligent and flexible work assignment decisions.
    Type: Grant
    Filed: May 29, 2014
    Date of Patent: March 27, 2018
    Assignee: Avaya Inc.
    Inventors: Robert C. Steiner, 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
  • 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
  • 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
  • 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
  • Patent number: 9569751
    Abstract: A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also included in the graph database is an attribute tree that enables a work assignment engine in the contact center to make proximity-based work assignment decisions.
    Type: Grant
    Filed: May 29, 2014
    Date of Patent: February 14, 2017
    Assignee: Avaya Inc.
    Inventors: Robert C. Steiner, 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
  • Publication number: 20150350432
    Abstract: A mechanism for avoidance of one or more resources for work assignment based on nodes and relationships within an attribute tree of a graph based contact center is described along with various methods and mechanisms for administering the same. Avoidance methods are disclosed that allow an administrator to set up a graph database operable to automatically block work assignment to certain resources based on set rules and conditions. The graph database is additionally designed as a learning system that can adapt and respond to changing rules and conditions over time, including historically successful and unsuccessful interactions, attribute changes for customers and agents, and changes in desired results. Agent matching and customer satisfaction are improved with the avoidance of inappropriate or undesirable resources.
    Type: Application
    Filed: May 29, 2014
    Publication date: December 3, 2015
    Applicant: Avaya Inc.
    Inventors: Robert C. Steiner, Wen-Hua Ju