Communication systems for multi-source robot control

• US 10,032,137 B2
• Filed: 03/31/2016
• Issued: 07/24/2018
• Est. Priority Date: 08/31/2015
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Skiba, David, Matula, Valentine C., Erhart, George
• Primary Examiner(s): Holloway, Jason
• Application Number:
  US15/086,541
• Publication Number:
  US 20170286916A1
• Time in Patent Office: 845 Days
• CPC Class Codes: B25J 11/0005 Manipulators having means for high-level communication with users, e.g. speech generator, face recognition means
• CPC Class Codes: B25J 9/003 having parallel kinematics
• CPC Class Codes: B25J 9/1679 characterised by the tasks executed
• CPC Class Codes: B25J 9/1689 Teleoperation
• CPC Class Codes: B25J 9/1697 Vision controlled systems
• CPC Class Codes: G06F 9/5038 considering the execution order of a plurality of tasks, e.g. taking priority or time dependency constraints into consideration scheduling strategies G06F9/4881 and subgroups
• CPC Class Codes: G06Q 10/1097 Task assignment
• CPC Class Codes: H04L 67/01 Protocols
• CPC Class Codes: H04L 67/025 for remote control or remote monitoring of applications

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.

Claims

1. A system, comprising:

a network interface connecting a server to a network; and

the server programmed to;

receive a work item comprising a robot execution portion for execution by a first robot at a service location, the robot execution portion comprising a physical interaction, and a coordinated task, the coordinated task comprising an interaction between a resource and the first robot;

determine that the work item will require the execution of the coordinated task at a requested resource time;

select the resource from a resource pool, the selected resource having an estimated resource availability time to perform the coordinated task coinciding with the requested resource time;

route the work item to the selected resource; and

signal a resource communication device associated with the selected resource to establish a communication channel with the first robot, via the network interface, accommodating the interaction between the resource and the first robot.

2. The system of claim 1, wherein the resource comprises the resource communication device configured to receive interactions from an agent of a contact center.

3. The system of claim 1, wherein the resource comprises a second robot.

4. The system of claim 1, further comprising:

the server, further programmed to, determine that the requested resource time is earlier than the estimated resource availability time and a previously determined threshold, and, in response to the determination, signals the resource communication device associated with the selected resource to establish the communication channel with the first robot, via the network interface, accommodating an observation by the resource utilizing the resource communication device.

5. The system of claim 1, further comprising:

the server, further programmed to, determine that the requested resource time is later than the estimated resource availability time and a previously determined threshold, and, in response to the determination, signals the first robot to implement a delay task.

6. The system of claim 5, wherein the delay task comprises performance of an interaction task selected to engage a human at the service location with the first robot in a social interaction.

7. The system of claim 5, wherein:

the robot execution portion comprises a plurality of robot execution portions; and

a processor is further programmed to implement the delay task comprising reordering the plurality of the robot execution portions from a first order to a second order, wherein the second order comprises the coordinated task having the requested resource time more closely occurring to the estimated resource availability time as compared to the difference between the requested resource time and the estimated resource availability time associated with the first order.

8. The system of claim 1, wherein the interaction comprises receiving inputs captured by the first robot during execution of the robot execution portion and, upon receiving a halt instruction via the resource communication device, signaling the first robot to halt execution of the robot execution portion.

9. The system of claim 1:

wherein the selecting the resource from the resource pool comprises selecting a team of resources comprising two resources each having the estimated resource availability time to perform an agent interaction portion coinciding with the requested resource time;

routing the work item further comprises routing the work item to the team of resources; and

signaling the resource communication device associated with the team of resources to establish the communication channel with the first robot, via the network interface, accommodating the interaction comprising a team interaction.

10. The system of claim 9, wherein ones of the resources of the team of resources perform a portion of the team interaction.

11. The system of claim 1, wherein a processor is programmed to select the resource from the resource pool having the estimated resource availability time to perform an interaction most closely coinciding with the requested resource time as compared to a non-selected resource of the resource pool.

15. The system of claim 1, wherein the server receives the work item comprising the robot execution portion for execution by the first robot at the service location, wherein the robot execution portion comprises a further portion for execution by an actuator of the first robot.

16. The system of claim 15, wherein the actuator of the first robot comprises a mobility/actuator of the first robot.

17. The system of claim 1, wherein the network interface connecting the server to the network, wherein the network further comprises at least a portion of a wireless network.

12. A system, comprising:

means to communicate over a network;

means to receive a work item comprising a robot execution portion for execution by a first robot at a service location, the robot execution portion comprising a physical interaction, and a coordinated task, the coordinated task comprising an interaction between a resource and the first robot;

means to determine that the work item will require the execution of the coordinated task at a requested resource time;

means to select a resource from a resource pool, the selected resource having an estimated resource availability time to perform the coordinated task coinciding with the requested resource time;

means to route the work item to the selected resource; and

means to signal a resource communication device associated with the selected resource to establish a communication channel with the first robot, via the network interface, accommodating the interaction between the resource and the first robot.

13. The system of claim 12, further comprising, means to determine that the requested resource time is later than the estimated resource availability time and a previously determined threshold, and, in response to the determination, signals the first robot to implement a delay task.

14. The system of claim 12, wherein the coordinated task comprises a second robot performing a second robot task.

18. The system of claim 12, wherein the means to receive the work item comprising the robot execution portion for execution by the first robot at the service location, further comprises means to receive the work item comprising the robot execution portion for execution by an actuator of the first robot.

19. The system of claim 12, wherein the means to receive the work item comprising the robot execution portion for execution by the first robot at the service location, further comprises means to receive the work item comprising the robot execution portion for execution by a mobility/actuator of the first robot.

20. The system of claim 12, wherein the means to receive the work item further comprise means to wirelessly receive the work item.