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US 2017/0282365 A1Published application
Movement and interaction verification
AssigneeAvaya Inc.
InventorsGeorge Erhart, David Skiba, Valentine C. Matula
Life of this patent
Estimating the term…
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.
Claims20
A robot, comprising:
- a microprocessor programmed to:
- perform a customer service task at a service location;
- access a data exchange protocol comprising a stored robot portion and an expected human response;
- initiate a verification process comprising causing the robot to perform the stored robot portion;
- observe an observed response comprising actions of a human at the service location;
- determine whether the observed response is substantially equivalent to the expected human response;
- upon determining the observed response is substantially equivalent to the expected human response, operating the robot in a validated mode to perform the customer service task;
- and
- upon determining the observed response is not substantially equivalent to the expected human response, operating the robot in a non-validated mode.
6 more elements
A system, comprising:
- a network interface;
- a microprocessor in communication with the network interface and when provided with instructions cause the microprocessor to:
- cause a robot to perform a customer service task at a service location;
- initiate a verification process comprising causing the robot to prompt a human to perform an expected human response;
- observe an observed human response comprising actions of a human at the service location;
- determine whether the observed response is substantially equivalent to the expected human response;
- upon determining the observed response is substantially equivalent to the expected human response, operating the robot in a validated mode to perform the customer service task;
- and
- upon determining the observed response is not substantially equivalent to the expected human response, operating the robot in a non-validated mode.
6 more elements
A system, comprising:
- means to perform, by a microprocessor, a customer service task at a service location;
- means to access, by the microprocessor, a data exchange protocol comprising a stored robot portion and an expected human response;
- means to initiate, by the microprocessor, a verification process comprising causing a robot to perform the stored robot portion;
- means to observe, by the microprocessor, an observed response comprising actions of a human at the service location;
- means to determine, by the microprocessor, whether the observed response is substantially equivalent to the expected human response;
- upon determining the observed response is substantially equivalent to the expected human response, means to cause, by the microprocessor, the robot to operate in a validated mode to perform the customer service task;
- and
- upon determining the observed response is not substantially equivalent to the expected human response, means to cause, by the microprocessor, the robot to operate in a non-validated mode.
5 more elements
Dependencies are inferred from the claim text.