Patents by Inventor Douglas K. Warner
Douglas K. Warner has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).
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Patent number: 8600734Abstract: A system, method, and computer program product for determining the emotional content of an electronic correspondence to route or prioritize the information, to set the expectations of a customer support worker, to flag those workers who are using inappropriate language with the customer, or to determine another best course to send the correspondence. In a preferred embodiment, a customer sends an electronic correspondence to a company via email. Emotionally charged words or symbols in each sentence are detected. The message is then given an emotional ranking which is used to determine what future action is most appropriate for the correspondence.Type: GrantFiled: December 18, 2006Date of Patent: December 3, 2013Assignee: Oracle OTC Subsidiary, LLCInventors: Douglas K. Warner, James Neal Richter, Stephen D. Durbin, Greg Gianforte
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Patent number: 8583628Abstract: An apparatus and method for a recursive document network searching system comprising a searchable document database containing multiple root and sub-root documents containing relational links to other documents where the relational links are manually created or are created by way learned functional components. An inventive aspect of this work is the ability to co-mingle the manual and learned components of such structures so that the user can have an efficient system for and method of a convenient and economical retrieval of the one desired informational item in an informational retrieval system that allows leveraging of the time and effort invested during prior information retrieval sessions; and can have an efficient system and method for a dynamic and context sensitive mapping of help items in a help information retrieval system. The documents at any point in the network can contain relational links to other documents both for the purposes of constructing a network. This network can be cyclic or acyclic.Type: GrantFiled: December 22, 2006Date of Patent: November 12, 2013Assignee: Oracle International CorporationInventors: James Neal Richter, Christopher M. Tarabochia, Douglas K Warner
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Patent number: 8505027Abstract: The present invention is directed to a system and method for selectively sharing data between different implementations of the same software program in a network environment. The program implementations are otherwise independent with each executing its own private memory space in a single computer or on multiple computers in the network. The present invention enables a first implementation of a program to borrow or utilize data collected, derived or otherwise utilized by a second implementation of the same program.Type: GrantFiled: December 22, 2005Date of Patent: August 6, 2013Assignee: Oracle OTC Subsidiary LLCInventors: Douglas K. Warner, J. Neal Richter, Stephen D. Durbin
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Patent number: 8321455Abstract: A method and system for use in an information retrieval system that provides related informational items that can be automatically classified and summarized in a hierarchical manner. The system comprises the steps and means for the presentation and analysis of mined data through the application of four distinct processes, namely, feature selection, clustering, classification and summarization. The implementation of each of these techniques is a single process without regard to order. Individual informational items are analyzed, and relevant features extracted. Individual groups of informational items, otherwise known as clusters, are identified, and rules are determined to allow the assignment of informational items to the previously mentioned groups. Descriptive and meaningful titles are then identified for the groups. Various methods of presenting searched information to an end user are also provided. A method of adaptive clustering is also provided.Type: GrantFiled: January 13, 2009Date of Patent: November 27, 2012Assignee: Oracle International CorporationInventors: Douglas K. Warner, James Neal Richter, Bikramjit Banerjee
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Publication number: 20110246378Abstract: Systems and methods automatically determine responses to content based on semantic analysis, token analysis and influence ratings. The systems and methods identify relevant queries for product support, purchase or advocacy from multiple communications channels and further separate the high-value conversations and individuals from the low value conversations and individuals in an efficient manner. Described herein is a system and method to use the identification of important individuals and the context of their conversations to appropriately route content items and messages and subsequent responses in such a way as to allow an efficient interaction to occur.Type: ApplicationFiled: March 30, 2010Publication date: October 6, 2011Inventors: E. Fredrick PRUSSACK, Greg Gianforte, Douglas K. Warner, David A. Vap
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Patent number: 7730072Abstract: A method and apparatus for use in an information retrieval system is provided, which derives related informational items that have a usage based relationship strength, and which results in an efficient and more accurate dynamic relationship association between informational items. This system comprises the steps for detecting a selection of at least a first informational item and a second informational item in an information retrieval session. A relationship type is assigned based on characteristic similarities between the first informational item and the second informational item. Additionally, a relationship strength is assigned based on historical frequency of the consecutive selection of the first and second informational items and providing an access to the second informational item upon detection of the first being accessed by a user of the information retrieval system.Type: GrantFiled: December 29, 2000Date of Patent: June 1, 2010Assignee: Rightnow Technologies, Inc.Inventors: James Neal Richter, Douglas K. Warner, Ganesh Prabu
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Publication number: 20100100418Abstract: Systems and methods for monitoring and adapting marketing campaigns are described. Various aspects of the systems and methods include dynamically adjusting presented campaign frequency based upon measured success criteria, identifying important or superfluous portions of a campaign to adjust campaign sub-part frequency based upon measured success criteria, and/or recombining campaign sub-parts into entirely new campaigns and selecting for successful campaigns based upon measured success criteria.Type: ApplicationFiled: October 20, 2008Publication date: April 22, 2010Inventors: J. Neal Richter, Douglas K. Warner, Stephen D. Durbin, Anthony Arnone
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Publication number: 20090198717Abstract: A method and system for use in an information retrieval system that provides related informational items that can be automatically classified and summarized in a hierarchical manner. The system comprises the steps and means for the presentation and analysis of mined data through the application of four distinct processes, namely, feature selection, clustering, classification and summarization. The implementation of each of these techniques is a single process without regard to order. Individual informational items are analyzed, and relevant features extracted. Individual groups of informational items, otherwise known as clusters, are identified, and rules are determined to allow the assignment of informational items to the previously mentioned groups. Descriptive and meaningful titles are then identified for the groups. Various methods of presenting searched information to an end user are also provided. A method of adaptive clustering is also provided.Type: ApplicationFiled: January 13, 2009Publication date: August 6, 2009Inventors: Douglas K. Warner, James Neal Richter, Bikramjit Banerjee
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Patent number: 7478103Abstract: A method and system for use in an information retrieval system that provides related informational items that can be automatically classified and summarized in a hierarchical manner. The system comprises the steps and means for the presentation and analysis of mined data through the application of four distinct processes, namely, feature selection, clustering, classification and summarization. The implementation of each of these techniques is a single process without regard to order. Individual informational items are analyzed, and relevant features extracted. Individual groups of informational items, otherwise known as clusters, are identified, and rules are determined to allow the assignment of informational items to the previously mentioned groups. Descriptive and meaningful titles are then identified for the groups. Various methods of presenting searched information to an end user are also provided. A method of adaptive clustering is also provided.Type: GrantFiled: August 22, 2002Date of Patent: January 13, 2009Assignee: Rightnow Technologies, Inc.Inventors: Douglas K. Warner, James Neal Richter, Bikramjit Banerjee
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Patent number: 7289949Abstract: A system, method, and computer program product for determining the emotional content of an electronic correspondence to route or prioritize the information, to set the expectations of a customer support worker, to flag those workers who are using inappropriate language with the customer, or to determine another best course to send the correspondence. In a preferred embodiment, a customer sends an electronic correspondence to a company via email. Emotionally charged words or symbols in each sentence are detected. The message is then given an emotional ranking which is used to determine what future action is most appropriate for the correspondence.Type: GrantFiled: October 7, 2002Date of Patent: October 30, 2007Assignee: Right Now Technologies, Inc.Inventors: Douglas K. Warner, James Neal Richter, Stephen D. Durbin, Greg Gianforte
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Patent number: 6985893Abstract: An information retrieval system allows a user to navigate through a plurality of informational items for a desired informational item, and upon selection of an informational item, presents other informational items related to the selected informational item. The information retrieval system in accordance with the principles of the present invention maintains a database that defines a relational association between a plurality of informational items in the system. The relational association is based on historical navigational behavior of users of the information retrieval system, and includes a relationship type, which is based on the characteristic similarities between the informational items, and relationship strength, which is based on the historical frequency of any related informational items being selected by a user within the same information retrieval session.Type: GrantFiled: April 14, 2000Date of Patent: January 10, 2006Inventors: Douglas K. Warner, Michael A. Myer
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Patent number: 6842748Abstract: An information retrieval system in accordance with the principles of the present invention maintains a database that defines a relational association between a plurality of informational items in the system. The relational association is based on historical navigational behavior of users of the information retrieval system, and includes a relationship type, which is based on the characteristic similarities between the informational items, and relationship strength, which is based on the historical frequency of any related informational items being selected by a user within the same information retrieval session. When a navigation from one informational item to another information item is detected, the relationship type and the relationship strength of the two informational items are determined and stored in the database.Type: GrantFiled: April 14, 2000Date of Patent: January 11, 2005Assignee: Rightnow Technologies, Inc.Inventors: Douglas K. Warner, Michael A. Myer
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Patent number: 6665655Abstract: An information retrieval system allows a user to search a database of informational items for a desired informational item, and presents the search result in the form of matching index entries in the order of relevance. The information retrieval system in accordance with the principles of the present invention assigns a relevance rating to each of the index entries without requiring an explicit input from the user with respect to the usefulness or the relevance of the retrieved information corresponding to the respective index entries. When the user selects and retrieves an informational item through a list of index entries presented by the retrieval system, as a result of a search, the relevance rating of the selected informational item is increased by a predetermined amount.Type: GrantFiled: April 14, 2000Date of Patent: December 16, 2003Assignee: Rightnow Technologies, Inc.Inventors: Douglas K. Warner, Michael A. Myer
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Publication number: 20030069936Abstract: A system, method, and computer program product for determining the emotional content of an electronic correspondence to route or prioritize the information, to set the expectations of a customer support worker, to flag those workers who are using inappropriate language with the customer, or determine another best course to send the correspondence. In a preferred embodiment, a customer sends an electronic correspondence to a company via email. Emotionally charged words or symbols in each sentence are detected. The message is then given an emotional ranking which is used to determine what future action is most appropriate for the correspondence.Type: ApplicationFiled: October 7, 2002Publication date: April 10, 2003Inventors: Douglas K. Warner, James Neal Richter, Stephen D. Durbin, Greg Gianforte
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Patent number: 6434550Abstract: An information retrieval system allows a user to search a database of informational items for a desired informational item, and presents the search result in the form of matching index entries in the order of relevance. The information retrieval system in accordance with the principles of the present invention assigns a relevance rating to each of the index entries without requiring an explicit input from the user with respect to the usefulness or the relevance of the retrieved information corresponding to the respective index entries. When the user selects and retrieves an informational item through a list of index entries presented by the retrieval system, as a result of a search, the relevance rating of the selected informational item is increased by a predetermined amount.Type: GrantFiled: April 14, 2000Date of Patent: August 13, 2002Assignee: RightNow Technologies, Inc.Inventors: Douglas K. Warner, James N. Richter