Abstract: A technical support system includes a problems data store storing a problem information related to a plurality of problems identified in response to other reported incidents, a problem search module configured to search the problem information based on one or more key words to determine problem information that is relevant to the one or more key words and that is applicable to a general population of computer systems, and a problem filter module configured to filter the determined problem information based on the parameters associated with the end-user's computer system configuration to determine problem information that is specific to the end-user's computer system.

Abstract: A system and method are provided for providing review and ratings information and for crowd-sourcing reviews and ratings in real-time based on activity of an entity to be rated. The system may include a storage device, a voice server, and a ratings server. The method may include receiving a notification of an action initiated by the entity being rated, receiving identifying information associated with the entity, outputting the identifying information on a display device, and prompting for a rating for the entity.

Abstract: Defining a human resource system is disclosed. Metadata models are defined. Processes are defined. The human resources system is stored including metadata models and processes, wherein the stored metadata models and processes are interpreted using an interpretive engine, wherein the interpretive engine is configured to process the metadata model and process definitions without compilation of any code, and wherein defining metadata models and defining processes when interpreted by the interpretive engine is sufficient to define a fully functional human resource system.

Abstract: In general terms, embodiments of the present invention relate to methods and apparatuses for providing information regarding relationships between individuals, who may be associated with a user of a mobile device, and objects (e.g., products, locations, businesses, etc.) identified in an image. In some embodiments, this image may be captured by a mobile device. For example, in some embodiments, a method is provided that includes: (a) receiving first information associated with an image, where the image was captured by a mobile device operated by a user; (b) receiving second information regarding one or more individuals; (c) determining, based at least partially on the first and second information, one or more relationships between information regarding individuals and information associated with the image; and (d) presenting, via the mobile device of the user, information associated with the one or more relationships.

Abstract: Embodiments of the present invention generally relate to a method for service configuration management. One embodiment of the present invention includes providing a configuration question and capturing an answer to the question. The embodiment also includes linking the answer to a requirement, tracing the requirement to a potential solution, and storing integrated information. Further, the integrated information of the embodiment includes the requirement, the potential solution, and a link between the requirement and the potential solution.

Abstract: A business object model, which reflects data that is used during a given business transaction, is utilized to generate interfaces. This business object model facilitates commercial transactions by providing consistent interfaces that are suitable for use across industries, across businesses, and across different departments within a business during a business transaction. In some operations, software creates, updates, or otherwise processes information related to an employee master data replication request and/or an organizational center replication request business object.

Abstract: A facility for screening service requests for requesting assistance is described. The facility receives from a user a service request that requests assistance with solving a problem associated with a system accessible to the user and includes information related to the system. The facility searches a collection of system status information for at least one entry that corresponds with the received information related to the system. Where a corresponding entry is found, the facility provides to the user an indication of the correspondence and an opportunity to cancel the service request.

Abstract: A method of providing personal service assistance in a virtual universe is disclosed. The method provides a customer avatar (CA) access to a personal assistance avatar or personal customer service representative (PCSR) avatar, hereinafter PCSR avatar. Through the PCSR avatar, the CA communicates a need or requests for personal service assistance from a business or organization. The communication of the received request is processed to identify an appropriate business, organization or vendor that meets the need or request. The identified business, organization or vendor is contacted for a representative from the business to accede to the request from the CA. The representative from the business is allowed to assume control of the PCSR avatar to conduct the session necessary for rendering the assistance or transaction. Upon completion of the session, control of the PCSR avatar is reverted to that prior to the session.

Abstract: A system and method for automated customer feedback allows for automatically collecting and analyzing customer feedback data regarding customer satisfaction and customer task completion with respect to self-service applications and live agents. When contacting a customer service center, customers provide one or more customer tasks. The customers are routed within the customer service center based on the customer task and/or one or more customer characteristics. While interacting with the customer service center, the customers are automatically asked one or more specific survey questions relating to the customers' interaction with the customer service center and the customers' satisfaction levels. The customers provide one or more survey responses to the survey questions. The survey responses are recorded and analyzed in order to modify and update the customer service center and the survey questions in order to increase customer satisfaction and increase customer task completion.

Abstract: A method, and system employing the method, for service channel reconfiguration at a service outlet includes generating service transaction data of a service outlet, generating queue management system (QMS) data of the service outlet, and generating cost and profit data for the service outlet. Data is extracted from the service transaction data and the QMS data relating to specified parameters including customer experience data, and customer demand data. The service transaction data and the QMS data is integrated with the cost and profit data providing a unified objective function. Stochastic service processes and customer behavior data are modeled. The unified objective function is evaluated using the stochastic service processes and customer behavior data model, and the service channel function of the service outlet is reconfigured using the unified objective function.

Abstract: According to some embodiments, a supplemental product or service may be offered to a user during a transaction, either in addition to products and/or services the user is purchasing, or as a replacement to one or more of the products and/or services that the user is purchasing. The functionality may be implemented, for example, in a retail embodiment where a user is purchasing products and/or services at a cash register or other point-of-sale terminal. One or more embodiments may be implemented online where a user is purchasing products and/or services using a computer, terminal, telephone or other client or user device and accessing a World Wide Web site, online catalog, interactive voice response unit or system, etc.

Abstract: Systems and techniques, including computer-implemented techniques, can be used to receive a base schedule that includes multiple rotations that each include one or more segments. A set of itineraries can be generated based upon the segments in the base schedule, and each itinerary can include an origin, a destination, and one or more segments linking the origin and the destination. The set of itineraries can be automatically analyzed to identify one or more valid itineraries within the set of itineraries, such that each valid itinerary complies with one or more constraints.

Abstract: Collaborative agents for simulating teamwork (CAST) are provided with a recognition-primed decision (RPD) model, thereby enhancing analysis through linking and sharing information using knowledge and experience distributed among team members. The RPD model is integrated within a CAST architecture to the extent that agents can proactively seek and fuse information to enhance the quality and timeliness of the decision-making process. The approach, which is applicable to both human assistants and virtual teammates, can approximately track human's decision-making process and effectively interact with human users. A disclosed example relates to teams of agents analyzing terrorist activities.

Abstract: The present invention is directed to presenting customer service representatives to a virtual universe client. A method for presenting a customer service representative (CSR) to a virtual universe client includes obtaining a preference(s) of the virtual universe client, and then presenting a virtual universe customer service representative (CSR) to the virtual universe client, based on the preference that was obtained. The invention allows virtual universe clients (“clients”), or customers, to experience consistent interaction quality with virtual universe CSR's, based on the client's stated preferences and/or interaction history in immersive support centers. This provides for consistency in the CSR experience for the client in that a virtual universe CSR may be staffed by varying human presences “behind” the avatar.

Abstract: A facility for screening service requests for requesting assistance is described. The facility receives from a user a service request that requests assistance with solving a problem associated with a system accessible to the user and includes information related to the system. The facility searches a collection of system status information for at least one entry that corresponds with the received information related to the system. Where a corresponding entry is found, the facility provides to the user an indication of the correspondence and an opportunity to cancel the service request.

Abstract: The invention relates to a method to interview a candidate.

Abstract: The embodiments of the invention provide methods, computer program products, etc. for complaint-based service level objectives. More specifically, a method of deducing undefined service level objectives receives complaints regarding behavior of a system. The complaints could include a severity parameter, an entity parameter, a nature-of-complaint parameter, a timestamp parameter, and/or an identification parameter. Next, system details representing a current state of the system are recorded for each of the complaints. The method then automatically analyzes a history of the system details and the complaints to produce a historical compilation of the system details. The analyzing can include weighing each of the system details by a severity parameter value.

Abstract: A computer-implemented system for updating mailing address or other contact information using service disconnect and connect information, such as for telephone, utility, or other service, is described. Electronic information about service disconnect requests and service connection requests is received and compared to identify requests that are linked to the same individual, household, or other entity. A confidence assessment module may produce an indicator, such as a score, of a confidence level in a correct matching of a disconnect and a connect request, based at least in part on similarity of names or other account information, proximity of addresses, and proximity of effective dates associated with potentially matching service connect and disconnect requests. In some embodiments, service disconnect and connect records from a plurality of services are used.

Abstract: An approach that provides product repair assistance using a virtual universe is described. In one embodiment, there is a method for providing repair assistance for a real-world product in a virtual universe. The method includes receiving diagnostic information relating to the real-world product, ascertaining repair assistance information for the real-world product from the received diagnostic information, and generating a rendition of the real-world product along with the repair assistance information for display to a resident on-line in the virtual universe.

Abstract: An online, and therefore distributed, technology transfer department accessible by multiple inventive entities is provided. The systems and methods of the invention provide a comprehensive interface to a remote application that collects information related to inventions, ranks the inventions, solicits approval for pursuing intellectual property protection, funding, financing, commercializing or otherwise exploiting the invention, solicits bids from a stable of service providers, manages the award of contracts to provide services, facilitates collaboration between users internal and external to the inventive entities and between different entities, implements security protocols, and reports government funded inventions to the appropriate regulatory agencies, and manages intellectual property portfolios. Each inventive entity may specify the level of control to be retained to utilize the distributed technology office application as a supplement for or as a substitute for full time technology transfer personnel.