Service robot assessment and operation

• US 10,350,757 B2
• Filed: 03/31/2016
• Issued: 07/16/2019
• Est. Priority Date: 08/31/2015
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Erhart, George, Matula, Valentine C., Skiba, David
• Primary Examiner(s): Tran, Khoi H
• Assistant Examiner(s): Nguyen, Robert T
• Application Number:
  US15/086,493
• Publication Number:
  US 20170282371A1
• Time in Patent Office: 1,202 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 11/008 Manipulators for service tasks
• CPC Class Codes: B25J 19/023 including video camera means
• CPC Class Codes: B25J 9/0003 Home robots, i.e. small robots for domestic use
• CPC Class Codes: B25J 9/1661 characterised by task planning, object-oriented languages
• CPC Class Codes: B25J 9/1679 characterised by the tasks executed
• CPC Class Codes: G05B 2219/40411 Robot assists human in non-industrial environment like home or office
• CPC Class Codes: G05B 2219/45084 Service robot
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

A customer service robot may be selected, or configured, to address a particular work item. Robots may comprise different functionality due to absent software or hardware or due to existent but worn or non-compliant components. A particular work item may have several means of resolution. A particular resolution path is selected in accord with the ability of a robot. Should no path exist, the robot may be transformed by the addition or installation of hardware and/or software to provide the absent functionality. Resolution paths may also be weighted based on the level of success provided by prior resolution paths and/or the requirement for human involvement. Accordingly, a resolution path may be provided that balances robot capability with the likelihood of success and an appropriate level of human involvement.

Claims

1. An electronic device, comprising:

a data repository;

a microprocessor;

a network interface connecting the microprocessor to a network; and

wherein the microprocessor;

receives, via an interface of the electronic device, a work item requiring a physical act at a service location;

performs an assessment of a robot, the assessment determining a capability to perform an operation required to resolve the work item and wherein the assessment further comprises an evaluation operation and monitoring, by the microprocessor, the compliance to determine whether the robot performed the evaluation operation as expected;

selects a resolution in accordance with the capability, wherein the resolution addresses the work item;

provisions, via the network, the robot with the resolution; and

signals the robot to execute the resolution.

2. The electronic device of claim 1, wherein the microprocessor selects the resolution in accord with a signal received from a contact center via the network interface.

3. The electronic device of claim 1, further comprising:

a camera; and

wherein the assessment comprises signaling the robot to perform the evaluation operation and evaluating the evaluation operation via an observation of the robot by the camera.

9. The system of claim 1, wherein the microprocessor:

performs the assessment to determine the capability of the robot to perform a candidate resolution to resolve the work item; and

upon determining the robot has the capability to perform the candidate resolution, selects the candidate resolution as the resolution.

10. The system of claim 1, wherein the operation is a mechanical operation.

11. The system of claim 1, wherein the operation is a computational operation.

12. The system of claim 1, wherein:

the microprocessor, upon performing the assessment, determining the capability to perform the operation is absent;

selects a remedy to provide the robot with the capability to perform the operation; and

signals a provisioning component to transform the robot by providing the remedy to the robot.

13. The system of claim 12, wherein the provisioning component comprises a software application repository.

14. The system of claim 12, wherein the provisioning component comprises a robotic hardware repository.

15. The system of claim 12, wherein the provisioning component comprises a connection, via the network interface, to a communication device associated with a user at the service location.

16. The system of claim 1, wherein the resolution is further selected by the microprocessor in accord with a more successful result to a first prior work item over a less successful result to a second prior work item.

17. The system of claim 1, wherein the selection of the resolution comprises selecting, by the microprocessor, a plurality of resolutions.

18. The system of claim 1, wherein the compliance to determine to whether the robot performed the evaluation operation as expected, further comprises the microprocessor determining the robot performed the evaluation operation at a level of sufficiency satisfying a minimum capability required to perform the operation.

19. The system of claim 1, wherein:

determining the capability to perform the operation required to resolve the work item, comprises determining, by the microprocessor, a setting for an adjustable capability; and

wherein provisioning the robot comprises, signaling the robot to acquire the capability comprising applying, by the microprocessor, the setting of the adjustable capability.

20. The system of claim 1, wherein:

the robot further comprises a camera; and

the assessment further comprises, signaling the robot to perform the evaluation operation and monitoring, by the microprocessor, the compliance of the execution of the evaluation operation being determined, in part, via signals from the camera.

4. A robot, comprising:

a data repository;

a microprocessor;

a user interface; and

wherein the microprocessor;

receives, via the user interface, a work item requiring a physical act at a service location;

performs an assessment of a robot, the assessment determining a capability to perform an operation required to resolve the work item and wherein the assessment further comprises an evaluation operation and monitoring, by the microprocessor, the compliance to determine whether the robot performed the evaluation operation as expected;

accesses, from the data repository, a plurality of resolutions addressing the work item;

selects one of the plurality of resolutions in accordance with the capability;

provisions the robot with the resolution; and

signals the robot to execute the resolution.

5. The robot of claim 4, further comprising:

a network interface connecting the microprocessor to a communication network; and

wherein the data repository comprises an accessed data repository, located remotely to the robot and accessed via the network interface connection to a network.

6. The robot of claim 4, further comprising:

a network interface connecting the microprocessor to a communication network;

the microprocessor determines that none of the plurality of resolutions are in accord with the capability due to a software deficiency; and

causing the robot to obtain, via the network interface, a software remedy to alleviate the software deficiency; and

selecting the one of the plurality of resolutions in accord with the capability comprising the software remedy.

7. The robot of claim 4, further comprising:

a camera; and

performing the assessment of the robot, further comprises, the microprocessor causing the robot to perform the evaluation operation and monitoring, by the microprocessor receiving signals from the camera, and determining compliance with the evaluation operation.

8. A system, comprising:

a data repository;

a microprocessor;

a network interface connecting the microprocessor to a communication network; and

the microprocessor;

receives, via the network interface, a work item requiring a physical act at a service location;

performs an assessment of a robot, the assessment determining a capability to perform an operation required to resolve the work item and wherein the assessment further comprises an evaluation operation and monitoring, by the microprocessor, the compliance to determine whether the robot performed the evaluation operation as expected;

selects a resolution in accordance with the capability, wherein the resolution addresses the work item;

provisions the robot with the resolution; and

signals the robot to execute the resolution.