Command and control of a robot by a contact center with third-party monitoring

• US 10,216,182 B2
• Filed: 03/31/2016
• Issued: 02/26/2019
• Est. Priority Date: 03/31/2016
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Erhart, George, Skiba, David, Matula, Valentine C.
• Primary Examiner(s): Butler, Rodney A
• Application Number:
  US15/086,335
• Publication Number:
  US 20170285628A1
• Time in Patent Office: 1,062 Days
• CPC Class Codes: B25J 11/008 Manipulators for service tasks
• CPC Class Codes: B25J 13/00 Controls for manipulators programme controls B25J9/16; control in general G05
• CPC Class Codes: B25J 13/006 by means of a wireless system for controlling one or several manipulators
• CPC Class Codes: B25J 9/1674 characterised by safety, monitoring, diagnostic
• CPC Class Codes: G05D 1/0016 characterised by the operator's input device input arrangements for computing systems in general G06F3/00
• CPC Class Codes: G05D 1/0022 characterised by the communication link data switching networks in general H04L12/00
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: Y10S 901/01 Mobile robot
• CPC Class Codes: Y10S 901/02 Arm motion controller

Abstract

Acceptance of robotic service agents may be improved if robots are compliant with a monitoring program of a third party. A robot may be allowed to perform certain operations if monitored or prevented from such operations if unmonitored. If authorized, a robot may be able to perform certain operations unmonitored; however, the third party may report the authorized exception. Should the robot be unmonitored, and absent unauthorized exception, the robot performs only those operations approved for unmonitored mode. Otherwise, the robot is enabled to perform tasks approved for monitored and unmonitored mode. The third party may report the monitoring, lack of monitoring, and compliance with a monitoring program accordingly.

Claims

1. A robot, comprising:

a network interface; and

a microprocessor;

the robot being configurable to perform a customer service task comprising performance of an operation;

the microprocessor operates the robot in a first mode comprising one of an unmonitored mode or a monitored mode;

the microprocessor communicates data comprising at least one operational parameter to a third party via the network interface;

the microprocessor, upon receiving a signal via the network interface indicating the third party is receiving the data, operates the robot in the monitored mode; and

the microprocessor, upon an absence to receive the signal indicating the third-party is receiving the data, operates the robot in the unmonitored mode; and

wherein the robot is performance-curtailed for the performance of the operation while in the unmonitored mode and wherein the robot is performance-uncurtailed for the performance of the operation while the robot is in the monitored mode.

2. The robot of claim 1, wherein the operation, in the unmonitored mode, omits the operation.

3. The robot of claim 1, wherein the robot is performance-curtailed in the unmonitored mode comprising a constrained physical capability.

4. The robot of claim 1, wherein the robot gathers a first set of operational data, when in the unmonitored mode, and a second set of operational data, when in the monitored mode.

5. The robot of claim 1, wherein the microprocessor communicates to the third party via the network interface to a contact center.

6. The robot of claim 1, further comprising:

the microprocessor operating the robot in a second mode comprising one of monitoring needed mode and no monitoring needed mode; and

wherein the robot, while operating in the no monitoring needed mode, performs the monitored operation without regard to the first mode.

7. The robot of claim 6, wherein the second mode is determined in accord with a user input to the robot.

8. The robot of claim 7, wherein the user input to the robot further comprises a user input to a communication device, the communication device being in communication with the robot.

9. The robot of claim 1, further comprising a presentation indicia of the first mode observable by a user.

10. The robot of claim 1, wherein the operation is received by the robot from a contact center via the network interface.

11. A system, comprising

a resource of a contact center comprising a microprocessor to operate a robot in one of an unmonitored mode or a monitored mode;

a network interface that connects the resource of the contact center to the robot for a first communication session therebetween and the resource to a third party for a second communication session therebetween; and

wherein the resource of the contact center provides, in the first communication session, an operation to be performed by the robot and receives data from the robot;

wherein the resource of the contact center provides, in the second communication session, indicia of the first communication session;

wherein the microprocessor operates the robot in the monitored mode upon the microprocessor determining that the second communication session comprises a signal indicating that the third party is receiving content of the first communication session;

wherein the microprocessor operates the robot in the unmonitored mode upon the microprocessor failing to determine that the second communication session comprises the signal indicating that the third-party is receiving the content of the first communication session; and

wherein the operation is an unmonitored operation, while the robot is in the unmonitored mode and wherein the operation is a monitored operation while the robot is in the monitored mode.

12. The system of claim 11, wherein the indicia of the first communication session comprises the content of the first communication session.

13. The system of claim 11, wherein the monitored operation comprises a first set of instructions provided by the contact center and the unmonitored operation comprises a second set of instructions provided by the contact center.

14. The system of claim 11, wherein indicia of the operation of the robot in the monitored mode or the unmonitored mode is presented by the robot.

15. The system of claim 11, wherein the operation of the robot in the monitored mode or the unmonitored mode is determined in accord with a user input from a user proximate to the robot.

16. A means for operating a robot, comprising:

means to cause the robot to perform a customer service task comprising an operation;

means to operate the robot in one of an unmonitored mode or a monitored mode;

means to provide robot data to a third party;

means to operate the robot in a monitored mode, in response to receiving a signal indicating that the third party is receiving the robot data; and

means to operate the robot in the unmonitored mode, in response to not receiving the signal indicating that the third party is receiving the robot data; and

wherein the robot is performance-curtailed for the performance of the operation while the robot is in the unmonitored mode and wherein the robot is performance-uncurtailed for the performance of the operation while the robot is in the monitored mode.

17. The means of claim 16, wherein the robot is performance-curtailed, while in the unmonitored mode, comprising a reduced rate at which the robot performs a physical operation as compared to a non-reduced rate at which the robot performs the physical operation while the robot is performance-uncurtailed.

18. The means of claim 16, wherein the robot being performance-curtailed collects a first datum different from a second datum collected by the robot being performance uncurtailed.

19. The means of claim 16, wherein the robot is performance-curtailed comprising a first set of permitted operations different from a second set of operations when the robot is performance-uncurtailed.

20. The means of claim 16, further comprising, means to indicate the one of the unmonitored mode or the monitored mode to a user proximate to the robot.