Abstract: Example systems and methods for displaying an edit tracker of form-based entries on a graphical user interface are described herein. Form based data items including a name and a data entry box are displayed in an area of the graphical user interface. As edits are made to the data items (e.g., changed or new data values are added to the data entry boxes), an edit tracker entry for each changed data item is displayed. The edit tracker entries can include the item name of the data item, the item value of the data item, and the changed item value of the data item. As various modifications are made, some of which may be made within nested or other tabs of the graphical user interface, the edit tracker can include the entries, allowing the user to quickly identify changes, quickly navigate to the changes, and/or undo individual changes.

Abstract: Embodiments of the present invention employ a virtual assistant for use by a live agent during a session while traditional virtual assistant applications interact directly with the customer contact. According to one embodiment, the virtual assistant content can be displayed to the live agent alongside the chat window, for example in a side-by-side layout. Buttons and/or shortcut keys can also be provided which would allow the agent to “promote” the virtual assistant response to the chat session. In such cases, the virtual assistant answer or response can be moved to the chat panel and be sent to the customer. This approach can leverage the virtual assistant to make live agents more efficient by providing answers to questions that keep the live agent from having to look them up or even type the answer at all. This approach can also provide a more consistent service experience between customers and between sessions.

Abstract: Described herein is a method for displaying an edit tracker of form-based entries on a graphical user interface. The method can include displaying form based data items including a name and a data entry box in an area of the graphical user interface. As edits are made to the data items (e.g., changed or new data values are added to the data entry boxes), the method can include displaying an edit tracker entry for each changed data item. The edit tracker entries can include the item name of the data item, the item value of the data item, and the changed item value of the data item. As various modifications are made, some of which may be made within nested or other tabs of the graphical user interface, the edit tracker can include the entries, allowing the user to quickly identify changes and, in some embodiments, quickly navigate to the changes or undo individual changes.

Abstract: Embodiments of the invention provide for dynamically generating an interface including conditional content based on runtime variables related to the device on which the content will be presented. Embodiments provide for creating and using runtime variables for showing or hiding data, depending on the type of device that the interface is accessed from. In other words, embodiments allow a designer of the interface to define conditional sections within the interface and the conditions, i.e., values of the runtime variables, upon which those section should be included or excluded from the interface. Based on the definition of these sections and the runtime values of variables associated with those sections, e.g., variables representing a device type, application type, mode, etc. of a client device on which the content will be presented, embodiments can provide an interface tailored to be presented on that type of device.

Abstract: Embodiments of the present invention employ a virtual assistant for use by a live agent during a session while traditional virtual assistant applications interact directly with the customer contact. According to one embodiment, the virtual assistant content can be displayed to the live agent alongside the chat window, for example in a side-by-side layout. Buttons and/or shortcut keys can also be provided which would allow the agent to “promote” the virtual assistant response to the chat session. In such cases, the virtual assistant answer or response can be moved to the chat panel and be sent to the customer. This approach can leverage the virtual assistant to make live agents more efficient by providing answers to questions that keep the live agent from having to look them up or even type the answer at all. This approach can also provide a more consistent service experience between customers and between sessions.

Abstract: Embodiments of the invention provide for dynamically generating an interface including conditional content based on runtime variables related to the device on which the content will be presented. Embodiments provide for creating and using runtime variables for showing or hiding data, depending on the type of device that the interface is accessed from. In other words, embodiments allow a designer of the interface to define conditional sections within the interface and the conditions, i.e., values of the runtime variables, upon which those section should be included or excluded from the interface. Based on the definition of these sections and the runtime values of variables associated with those sections, e.g., variables representing a device type, application type, mode, etc. of a client device on which the content will be presented, embodiments can provide an interface tailored to be presented on that type of device.

Abstract: Embodiments of the invention provide systems and methods for managing interactions with a customer in a customer relationship management system. Generally speaking, embodiments of the present invention provide the ability to track customer activity resulting from service related emails or other messages by capturing interaction with the message itself (views/clicks) and the subsequent interaction the user has with the website landing pages. This captured information can then be displayed in a format that allows the agent who sent the response to see the chronological order of various responses sent and the associated activity with each response all of which can be tracked by the individual email addresses associated with the contact.

Abstract: Systems and methods determine an engagement score reflecting a level of engagement for a customer with a company. The engagement score is determined using data from past interactions the customer has had with the company and using other factors such as sentiment expressed in interactions and the recency of interactions.