Abstract: For each workflow, processing logic determines a current time of the day and identifies a workflow stage corresponding to the time of the day, and retrieves a content item corresponding to the workflow stage. The content item is transmitted to one or more user devices of the user to be presented thereon. A response is received from at least one of the user devices representing a user response to the content item. The user response and time of the response are recorded in an event log that stores the user interaction history of the user. Subsequently, a machine-learning engine is invoked to perform an analysis on the user interaction history in the event log to determine user routine pattern of the user for each workflow. Timing as well as other parameters of one or more subroutines of the workflows may be modified based on the analysis.

Abstract: A server receives a request from a user device of a user to contact an agent. In response to the request, a list of agents are identified by matching a user profile of the user with agent profiles of the agents. A workflow is generated based on the identified agents using a workflow template, the workflow including multiple workflow stages. A first communication session is established between the user device and a first agent device of a first agent associated with a first workflow stage. It is determined whether a first criteria associated with the first workflow stage has been satisfied based on the first communication session. In response to determining that the first criteria has been satisfied, a second communication session is established between the user device and a second agent device of a second agent associated with a second workflow stage.

Abstract: A request is received for connecting a user with an agent, the request identifying a user interaction with content. A second server is accessed to determine a first score of the user representing a benefit the user has generated for a client that provides the content. A third server is accessed to determine a second score of the user representing overall burden to provide services to the user by the client based on an interaction history of the user with the client. A user value is dynamically determined based on the first score and the second score using a user value determination algorithm that is specifically configured for the client. A list of agent candidates is identified from a pool of agents based on the user value and the collection of real-time data. A first communication session is established between the user and one of the agent candidates.

Abstract: A machine-readable code is received at a first server and decoded to obtain a device ID and a first provider ID that identifies a device provider providing the second electronic device. At least one of the machine-readable code or the device ID is transmitted to a second server. A subscribed service that can be activated on the second electronic device is determined based on device metadata of the second electronic device and service metadata of the subscribed service. A first message is transmitted to a mobile device of a user associated with the second electronic device for a permission to activate the subscribed service on the second electronic device. In response to a second message received from the mobile device, the device metadata and the service metadata are transmitted to a third server to request the third server to activate the subscribed service on the second electronic device.

Abstract: An analysis is performed on first and second product information to determine a relationship between a first product and a second product. In response to a first notification from a first backend system, a first message is transmitted to a mobile device of the user indicating that the change of a first activity is needed. It is determined whether a modification of a second activity is needed based on the relationship information of the first product and the second product and in response to determining that the modification of the second activity is needed, a second message is transmitted to the mobile device, indicating a possible modification of the second activity and offering a list of one or more options to modify the second activity. A live communications session is established between the user and a support agent of the server to discuss the possible modification of the second activity.

Abstract: A communication session between a user and an agent to discuss content provided by a client. A first interactive event occurred during the communication session. A first data collection package associated with the first interactive event is identified. The first data collection package includes a plurality of queries, each query being associated with one of a plurality of workflow stages of a data collection workflow. For each of the queries in one of the workflow stages, a data collection rule corresponding to a current workflow stage is examined to determine whether the query should be sent to the user, the query is transmitted to the user device of the user based on the examination, and a user response is received from the user device in response to the query. The user profile and the agent profile are updated based on user responses.

Abstract: A request is received for connecting a user with an agent, the request identifying a user interaction with content. A second server is accessed to determine a first score of the user representing a benefit the user has generated for a client that provides the content. A third server is accessed to determine a second score of the user representing overall burden to provide services to the user by the client based on an interaction history of the user with the client. A user value is dynamically determined based on the first score and the second score using a user value determination algorithm that is specifically configured for the client. A list of agent candidates is identified from a pool of agents based on the user value and the collection of real-time data. A first communication session is established between the user and one of the agent candidates.

Abstract: User interactions with content presented during a particular browsing session are monitored in real-time during the browsing session. In response to different user interactions, content type of the content being interacted by the user is determined dynamically. A skill set is determined based on the content type within the same browsing session. Subsequently during the same browsing session, in response to a request from the user for connecting with an agent, a list of agents who possess the skill set is identified. A live communication session is established between a user device of the user and an agent device of an agent selected from the list.

Abstract: A request is received for connecting a user with an agent, the request identifying a user interaction with content. A second server is accessed to determine a first score of the user representing a benefit the user has generated for a client that provides the content. A third server is accessed to determine a second score of the user representing overall burden to provide services to the user by the client based on an interaction history of the user with the client. A user value is dynamically determined based on the first score and the second score using a user value determination algorithm that is specifically configured for the client. A list of agent candidates is identified from a pool of agents based on the user value and the collection of real-time data. A first communication session is established between the user and one of the agent candidates.

Abstract: An electronic device displays a first row of graphical representations, each corresponding to a context element of a route sequence map of a first user. The route sequence map includes context elements organized in a hierarchical structure, each context element having one or more property values specifying an action to be performed by the server or a link to one or more child context elements in the hierarchical structure. In response to a selection of a first graphical representation from the first row, a first message having at least a first identifier (ID) of the first graphical representation is transmitted to the server. A second message is received from the server in response to the first message, the second message including data identifying a second row of context elements of the route sequence map. The second row is displayed as a child row to the first row.

Abstract: An analysis is performed on first and second product information to determine a relationship between a first product and a second product. In response to a first notification from a first backend system, a first message is transmitted to a mobile device of the user indicating that the change of a first activity is needed. It is determined whether a modification of a second activity is needed based on the relationship information of the first product and the second product and in response to determining that the modification of the second activity is needed, a second message is transmitted to the mobile device, indicating a possible modification of the second activity and offering a list of one or more options to modify the second activity. A live communications session is established between the user and a support agent of the server to discuss the possible modification of the second activity.

Abstract: A request is received for connecting a user with an agent, the request identifying a user interaction with content. A second server is accessed to determine a first score of the user representing a benefit the user has generated for a client that provides the content. A third server is accessed to determine a second score of the user representing overall burden to provide services to the user by the client based on an interaction history of the user with the client. A user value is dynamically determined based on the first score and the second score using a user value determination algorithm that is specifically configured for the client. A list of agent candidates is identified from a pool of agents based on the user value and the collection of real-time data. A first communication session is established between the user and one of the agent candidates.

Abstract: A content type of content interacted by a user is determined and a skill set is determined based on the content type. A first set of preferred agents is identified based on the skill set, where the preferred agents have a prior relationship with the user. A second set of recommended agents is identified based on the skill set, where the recommended agents have no prior relationship with the user. The first and second set of preferred agents and recommended agents are transmitted to a user device of the user to allow the user to select one of the preferred and recommended agents. The transmitted information include information indicating whether any of the preferred and recommended agents is available the point in time. A live communication session is established between the user device and an agent device of a selected agent.

Abstract: An analysis is performed on first and second product information to determine a relationship between a first product and a second product. In response to a first notification from a first backend system, a first message is transmitted to a mobile device of the user indicating that the change of a first activity is needed. It is determined whether a modification of a second activity is needed based on the relationship information of the first product and the second product and in response to determining that the modification of the second activity is needed, a second message is transmitted to the mobile device, indicating a possible modification of the second activity and offering a list of one or more options to modify the second activity. A live communications session is established between the user and a support agent of the server to discuss the possible modification of the second activity.

Abstract: A request is received for connecting a user with an agent, the request identifying a user interaction with content. A second server is accessed to determine a first score of the user representing a benefit the user has generated for a client that provides the content. A third server is accessed to determine a second score of the user representing overall burden to provide services to the user by the client based on an interaction history of the user with the client. A user value is dynamically determined based on the first score and the second score using a user value determination algorithm that is specifically configured for the client. A list of agent candidates is identified from a pool of agents based on the user value and the collection of real-time data. A first communication session is established between the user and one of the agent candidates.

Abstract: After successfully authenticating a user of a mobile device, products that have been registered with the server are determined. For each of the registered products, a list of support options available to the user is determined for a corresponding registered product, the list of support options including a live support option and a self-support option. For the self-support option available to the corresponding registered product, articles associated with the corresponding registered product are identified that have been published in an online publication forum. For the live support option available a list of communication options is determined that is available for the user to establish a live communication session with a support agent. A personalized page to the mobile device to be displayed at a display of the mobile device, listing the registered products. Each product is associated with the support options available.

Abstract: Methods and apparatus are provided to establish temporal alignment of media clips. In an example embodiment, first and second media clips each contain an audio portion and the method comprises: determining an estimated global offset between the first and second clips; choosing a first test region of the first clip and identifying a corresponding second test region in the second clip based at least in part on the estimated global offset. The first and second test regions are compared to determine a local offset.

Abstract: A server receives a request from a user device of a user to contact an agent. In response to the request, a list of agents are identified by matching a user profile of the user with agent profiles of the agents. A workflow is generated based on the identified agents using a workflow template, the workflow including multiple workflow stages. A first communication session is established between the user device and a first agent device of a first agent associated with a first workflow stage. It is determined whether a first criteria associated with the first workflow stage has been satisfied based on the first communication session. In response to determining that the first criteria has been satisfied, a second communication session is established between the user device and a second agent device of a second agent associated with a second workflow stage.

Abstract: A first request is received from a first user device, including a content item identifier identifying a first content item. In response, a list of media content documents is identified from a content database based on the content item ID. Document identifiers of the media content document are transmitted to a second server. A list of agent identifiers is received from the second server identifying agents who are currently available to establish a live communication session with the first user. A subset of the media content documents is determined based on the availability information of the agents and transmitted to the first user device. Each of the subset is presented with at least one agent identifier identifying an available agent, at least one geographic location of the available agent, and a live connect button to allow the first user to reach the corresponding available agent.

Abstract: A request is received from a user device to connect with an agent, the request including information describing an interactive event representing a user interaction with a link embedded within a first message presented at the user device. A user device ID identifying the user device is determined based on the request. The interactive event is examined to determine whether the interactive event satisfies a predetermined condition based on a set of one or more rules. In response to determining that the interactive event satisfies the predetermined condition, a first agent device ID is determined that identifies a first agent device of a first agent who initiated and sent the first message to the user device. A communication session is established between the user device and the first agent device based on the user device ID and the first agent device ID.