Movement and interaction verification

• US 9,975,243 B2
• Filed: 03/31/2016
• Issued: 05/22/2018
• Est. Priority Date: 08/31/2015
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Erhart, George, Skiba, David, Matula, Valentine C.
• Primary Examiner(s): Figueroa, Jaime
• Application Number:
  US15/086,455
• Publication Number:
  US 20170282365A1
• Time in Patent Office: 782 Days
• Field of Search: 700245, 700253
• CPC Class Codes: G06F 21/74 operating in dual or compartmented mode, i.e. at least one secure mode
• CPC Class Codes: G06F 2221/2133 Verifying human interaction, e.g., Captcha
• CPC Class Codes: H04W 12/068 using credential vaults, e.g. password manager applications or one time password [OTP] applications
• CPC Class Codes: H04W 12/68 Gesture-dependent or behaviour-dependent

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.

Claims

1. A robot, comprising:

a microprocessor programmed to;

perform a customer service task at a service location;

access a data exchange protocol, the data exchange protocol comprising a robot portion and an expected human response, the robot portion comprising instructions for execution by the robot;

initiate a verification process to verify the identity of a human at the service location, the verification process comprising causing the robot to perform the robot portion;

observe an observed response comprising actions of the human at the service location;

determine whether the observed response is substantially equivalent to the expected human response;

upon determining that the observed response is substantially equivalent to the expected human response, operating the robot in a verified mode to perform the customer service task; and

upon determining that the observed response is not substantially equivalent to the expected human response, operating the robot in a non verified mode.

2. The robot of claim 1, further comprising:

a network interface; and

wherein the microprocessor, via the network interface, obtains the data exchange protocol from a contact center.

3. The robot of claim 1, wherein, the robot, in the verification process determines whether the human is the subject of the customer service task.

4. The robot of claim 1, wherein the observed response comprises an interaction provided by the human physically interacting with the robot.

5. The robot of claim 1, wherein the verification process comprises a plurality of steps for the robot portion or the expected human response, and wherein the plurality of steps bound the other of the robot portion or the expected human response.

6. The robot of claim 1, wherein the expected human response comprises a physical capacity test.

7. The robot of claim 1, wherein the expected human response comprises a mental capacity test.

8. The robot of claim 1, wherein the microprocessor is programmed to operate the robot in a partially verified mode upon determining that the observed human response was performed partially, but not completely.

9. The robot of claim 8, wherein the partially verified mode comprises a limitation on a portion of the customer service task.

10. The robot of claim 8, wherein:

the microprocessor further determines a degree to which the observed response matches the expected human response; and

the microprocessor further selects the customer service task, from a plurality of customer services tasks, based on the selected customer service task being more closely associated with the degree than another customer service task.

11. 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 to verify the identity of a human at the service location, the verification process comprising causing the robot to prompt the human to perform an expected human response;

observe an observed human response comprising actions of the human at the service location;

determine whether the observed response is substantially equivalent to the expected human response;

upon determining that the observed response is substantially equivalent to the expected human response, operating the robot in a verified mode to perform the customer service task; and

upon determining that the observed response is not substantially equivalent to the expected human response, operating the robot in a non verified mode.

12. The system of claim 11, further comprising:

a data repository; and

wherein the microprocessor accesses the verification process from the data repository and provides, via the network interface, the verification process to the robot.

13. The system of claim 11, wherein:

the microprocessor further determines a degree to which the observed response matches the expected human response; and

the microprocessor further selects the customer service task, from a plurality of customer services tasks, based on the selected customer service task being more closely associated with the degree than another customer service task.

14. The system of claim 11, wherein the expected human response comprises an expected physical interaction of the human with the robot.

15. The system of claim 11, wherein the verified mode terminates, whereby the robot operates in the non verified mode, upon the occurrence of a previously determined event.

16. 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 robot portion and an expected human response;

means to initiate, by the microprocessor, a verification process to verify the identity of a human at the service location, the verification process comprising causing a robot to perform the robot portion;

means to observe, by the microprocessor, an observed response comprising actions of the 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 that the observed response is substantially equivalent to the expected human response, means to cause, by the microprocessor, the robot to operate in a verified mode to perform the customer service task; and

upon determining that 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-verified mode.

17. The system of claim 16, further comprising, means to obtain, via the microprocessor and a network interface, the data exchange protocol from a contact center.

18. The system of claim 16, further comprising means to operate, by the microprocessor, the robot in a partially verified mode upon determining that the observed response was performed partially, but not completely.

19. The system of claim 18, wherein the partially verified mode comprises a limitation on a portion of the customer service task.

20. The system of claim 16, further comprising:

means to determine, by the microprocessor, a degree to which the observed response matches the expected human response; and

means to select, by the microprocessor, the customer service task, from a plurality of customer services tasks, based on the selected customer service task being more closely associated with the degree than another customer service task.