The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Aug. 30, 2016
Filed:
Sep. 06, 2013
Applicant:
Avaya Inc., Basking Ridge, NJ (US);
Inventors:
David Skiba, Golden, CO (US);
George W. Erhart, Loveland, CO (US);
Lee Becker, Boulder, CO (US);
Valentine C. Matula, Granville, OH (US);
Assignee:
Avaya Inc., Basking Ridge, NJ (US);
Attorney:
Primary Examiner:
Assistant Examiner:
Int. Cl.
CPC ...
G06F 15/16 (2006.01); H04L 12/58 (2006.01); A47L 13/20 (2006.01);
U.S. Cl.
CPC ...
H04L 51/32 (2013.01); A47L 13/20 (2013.01);
Abstract
A contact center system can receive messages from social media sites or centers. The system can review long messages by identifying content in the long message with negative sentiment. The content with negative sentiment is further analyzed to determine whether the identified content is actionable. If the identified content is actionable, the communication system can automatically routed the long message to an agent for response.