Operational parameters

Patent metadata

Field	Value
Publication number	US-10124491-B2
Application number	US-201615086478-A
Country	US
Kind code	B2
Filing date	Mar 31, 2016
Priority date	Aug 31, 2015
Publication date	Nov 13, 2018
Grant date	Nov 13, 2018

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.

First claim

What is claimed is:

1. A robot, comprising:
a data repository; and
a microprocessor in communication with a network interface and, when provided with instructions, the instructions cause the microprocessor to:
access, from the data repository, a profile datum specific to a user at a service location, wherein the profile datum comprises an initial value;
access a performance-limiting criterion from the data repository, the performance-limiting criterion being determined in accordance with the profile datum;
operate the robot to perform a customer service task at the service location at a default value for an operational parameter and upon determining the performance-limiting criterion is different from the default value of the operational parameter, operate the robot to perform the customer service task at the service location within the operational parameter associated with the performance-limiting criterion; and
upon receiving signals associated with a component of the robot detecting a human behavior of a human at the service location, determine the human behavior is in accord with a modified profile datum and set the profile datum to the modified profile datum.

2. The robot of claim 1 , wherein the operational parameter criterion comprises a limit to a speed of travel of the robot.

3. The robot of claim 1 , wherein the operational parameter criterion comprises a limit to a speed of motion of a mechanical portion of the robot.

4. The robot of claim 1 , wherein the operational parameter criterion comprises a limit to a motion of an item being moved by the robot.

5. The robot of claim 1 , wherein the operational parameter criterion comprises avoiding an area of exclusion within the service location.

6. The robot of claim 1 , wherein the component of the robot detecting the human behavior of the human at the service location further comprises observing the user.

7. The robot of claim 1 , wherein a resource of a contact center remotely detects the human behavior, via a signal provided by the robot to the network interface, and determines the modified profile datum.

8. The robot of claim 1 , wherein the human behavior comprises a behavior associated with impatience.

9. The robot of claim 1 , wherein the human behavior comprises a behavior associated with a concern.

10. The robot of claim 1 , wherein the profile datum comprises a desire for social interaction by the robot.

11. The robot of claim 10 , further comprising:
the network interface; and
wherein the robot performs the social interaction comprising inputs received, via the network interface, from an agent of a contact center.

12. The robot of claim 1 , further comprising:
the network interface; and
wherein the data repository is accessed by the microprocessor via the network interface.

13. A system, comprising:
a data repository;
a network interface;
a server of a contact center communicating via the network interface with a robot at a service location, wherein the server:
accesses a performance-limiting criterion from the data repository, the performance-limiting criterion being determined in accordance with a profile datum specific to a user at the service location, wherein the profile datum comprises an initial value;
signals the robot to perform a customer service task at the service location within a default value of an operational parameter;
upon determining that the performance-limiting criterion is different from the default value, signals the robot to perform the customer service task at the service location within the operational parameter associated with the performance-limiting criterion;
receives signals, via the network interface, comprising detections by the robot of a human at the service location; and
upon determining that a human behavior is in accordance with a modified profile datum, sets the profile datum to the modified profile datum.

14. A system, comprising:
means to access, by a microprocessor, a performance-limiting criterion for a robot performing a customer service task at a service location, the performance-limiting criterion being determined in accordance with a profile datum specific to a user at the service location, and wherein the profile datum comprises an initial value;
means to cause, by the microprocessor, the robot to perform the customer service task at a default value for an operational parameter and upon determining that the performance-limiting criterion is different from the default value of the operational parameter, means to cause, by the microprocessor, the robot to perform the customer service task within an operational parameter associated with the performance-limiting criterion;
means to detect a human behavior, by the microprocessor; and
means to determine, by the microprocessor, that the human behavior is in accordance with a modified profile datum and, in response to the determination means, means to set, by the microprocessor, the profile datum to the modified profile datum.

15. The system of claim 14 , further comprising means to detect, by a component of the robot, the human behavior comprising a non-spoken behavior.

16. The system of claim 15 , further comprising means to provide, by the microprocessor, social interaction.

17. The system of claim 14 , further comprising, means to provide the microprocessor to the robot via a network interface.

18. The robot of claim 1 , wherein the human behavior comprises a behavior indicating impatience to another human and not to the robot.

19. The robot of claim 1 , wherein the human behavior comprises a facial expression.

20. The robot of claim 1 , wherein the human behavior comprises a gesture.

Assignees

• Avaya Inc

Inventors

• Erhart George
• Matula Valentine C
• Skiba David

Classifications

• G06N3/008

  based on physical entities controlled by simulated intelligence so as to replicate intelligent life forms, e.g. based on robots replicating pets or humans in their appearance or behaviour · CPC title

• B25J13/006

  by means of a wireless system for controlling one or several manipulators · CPC title

• G05B2219/39387

  Reflex control, follow movement, track face, work, hand, visual servoing · CPC title

• G05B2219/40202

  Human robot coexistence · CPC title

• B25J11/008 Primary

  Manipulators for service tasks · CPC title