Bots learn from bots: Already the 600th patent for Avaya
Avaya, a global player in the field of unified messaging, has been granted its 600th contact center patent for its AI-based chatbot innovation from the cloud.
With virtual chat agents, the global company Avaya is driving forward the use of artificial intelligence for contact centers. Their chatbot socialization technology uses AI to "train" virtual agents that interact with customers via voice, text and chat channels. The virtual agents are programmed to quickly access relevant information and collaborate with other interactive agents during customer communication. In this way, the knowledge base of the virtual agents is continuously expanded, which contributes to the effectiveness of the AI systems and tools in the contact center.
For the underlying technology, Avaya has now received its 600th patent for contact center technologies in the Avaya OneCloud CCaaS portfolio from the US Patent and Trademark Office. Avaya now has over 4,400 patents across the entire range of solutions.
Ourania Odermatt, Managing Director Avaya Switzerland and Austria, says: "Communication and collaboration are important foundations for business success. Avaya is communication. With 600 patents in the contact center environment and a total of 4,400 patents in the CCaaS, UCaaS and CPaaS portfolios, Avaya demonstrates its focus on future-oriented communication".
"Leader" for intelligent contact centers
Avaya was named a "Leader" in the report "The Aragon Research Globe for Intelligent Contact Center 2020". The report particularly highlights Avaya's extensive in-house developed AI capabilities, as well as its partnerships - including the integration of Google Contact Center AI - to improve the customer experience and anticipate customer needs.
