Patents by Inventor Robert L. Arseneault
Robert L. Arseneault 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: 9355354Abstract: Embodiments of the present invention provide a method, system and computer program product for an embedded multi-channel knowledgebase for embedded product support. In one embodiment of the invention, an embedded multi-channel knowledgebase data processing system can be configured for embedded product support. The system can include a consumer appliance, a knowledgebase embedded in the consumer appliance, a help module disposed in the consumer appliance and programmed to provide access to the knowledgebase through the consumer appliance, and multi-channel escalation and reporting logic coupled to the help module. The logic can include program code enabled to escalate support requests in the help module from the embedded knowledgebase to a remote, communicatively coupled response manager over a computer communications network.Type: GrantFiled: February 15, 2008Date of Patent: May 31, 2016Assignee: VERINT AMERICAS INC.Inventors: Charlie Isaacs, Robert L. Arseneault
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Patent number: 9070085Abstract: Embodiments of the present invention address deficiencies of the art in respect to expert modeling in a KM system and provide method, system and computer program product for organically ranked knowledge and categorization for a KM system. In one embodiment of the invention, a method for organically ranked knowledge and categorization in a KM system can be provided. The method can include bookmarking answer content for a first end user of the knowledge management system, suggesting a set of categories previously associated with the answer content by other end users of the knowledge management system, and categorizing the bookmarked answer content with a category selected from the set of categories.Type: GrantFiled: June 22, 2014Date of Patent: June 30, 2015Assignee: KANA SOFTWARE, INC.Inventors: Robert L. Arseneault, Vani T. Chiganmy, Robert Cohen, David P. Cokely, Enzo Guadagnoli, David M. Heath, Stefanie L. Moses, Sergio A. Rubio, Hector C. Torres
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Publication number: 20140304209Abstract: Embodiments of the present invention address deficiencies of the art in respect to expert modeling in a KM system and provide method, system and computer program product for organically ranked knowledge and categorization for a KM system. In one embodiment of the invention, a method for organically ranked knowledge and categorization in a KM system can be provided. The method can include bookmarking answer content for a first end user of the knowledge management system, suggesting a set of categories previously associated with the answer content by other end users of the knowledge management system, and categorizing the bookmarked answer content with a category selected from the set of categories.Type: ApplicationFiled: June 22, 2014Publication date: October 9, 2014Inventors: Robert L. Arseneault, Vani T. Chiganmy, Robert Cohen, David P. Cokely, Enzo Guadagnoli, David M. Heath, Stefanie L. Moses, Sergio A. Rubio, Hector C. Torres
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Patent number: 8775357Abstract: Embodiments of the present invention address deficiencies of the art in respect to expert modeling in a KM system and provide method, system and computer program product for organically ranked knowledge and categorization for a KM system. In one embodiment of the invention, a method for organically ranked knowledge and categorization in a KM system can be provided. The method can include bookmarking answer content for a first end user of the knowledge management system, suggesting a set of categories previously associated with the answer content by other end users of the knowledge management system, and categorizing the bookmarked answer content with a category selected from the set of categories.Type: GrantFiled: December 20, 2012Date of Patent: July 8, 2014Assignee: Kana Software Inc.Inventors: Robert L. Arseneault, Vani T. Chiganmy, Robert Cohen, David P. Cokely, Enzo Guadagnoli, David M. Heath, Stefanie L. Moses, Sergio A. Rubio, Hector C. Torres
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Publication number: 20130185244Abstract: Embodiments of the present invention address deficiencies of the art in respect to expert modeling in a KM system and provide method, system and computer program product for organically ranked knowledge and categorization for a KM system. In one embodiment of the invention, a method for organically ranked knowledge and categorization in a KM system can be provided. The method can include bookmarking answer content for a first end user of the knowledge management system, suggesting a set of categories previously associated with the answer content by other end users of the knowledge management system, and categorizing the bookmarked answer content with a category selected from the set of categories.Type: ApplicationFiled: December 20, 2012Publication date: July 18, 2013Inventors: Robert L. Arseneault, Vani T. Chiganmy, Robert Cohen, David P. Cokely, Enzo Guadagnoli, David M. Heath, Stefanie L. Moses, Sergio A. Rubio, Hector C. Torres
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Patent number: 8341107Abstract: Embodiments of the present invention address deficiencies of the art in respect to expert modeling in a KM system and provide method, system and computer program product for organically ranked knowledge and categorization for a KM system. In one embodiment of the invention, a method for organically ranked knowledge and categorization in a KM system can be provided. The method can include bookmarking answer content for a first end user of the knowledge management system, suggesting a set of categories previously associated with the answer content by other end users of the knowledge management system, and categorizing the bookmarked answer content with a category selected from the set of categories.Type: GrantFiled: December 12, 2011Date of Patent: December 25, 2012Inventors: Robert L. Arseneault, Vani T. Chiganmy, Robert Cohen, David P. Cokely, Enzo Guadagnoli, David M. Heath, Stefanie L. Moses, Sergio A. Rubio, Hector C. Torres
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Publication number: 20120084290Abstract: Embodiments of the present invention address deficiencies of the art in respect to expert modeling in a KM system and provide method, system and computer program product for organically ranked knowledge and categorization for a KM system. In one embodiment of the invention, a method for organically ranked knowledge and categorization in a KM system can be provided. The method can include bookmarking answer content for a first end user of the knowledge management system, suggesting a set of categories previously associated with the answer content by other end users of the knowledge management system, and categorizing the bookmarked answer content with a category selected from the set of categories.Type: ApplicationFiled: December 12, 2011Publication date: April 5, 2012Applicant: Kana Software, Inc.Inventors: Robert L. Arseneault, Vani T. Chiganmy, Robert L. Cohen, David P. Cokely, Enzo Guadagnoli, David M. Heath, Stefanie L. Moses, Sergio A. Rubio, Hector C. Torres
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Patent number: 8078565Abstract: Embodiments of the present invention address deficiencies of the art in respect to expert modeling in a KM system and provide method, system and computer program product for organically ranked knowledge and categorization for a KM system. In one embodiment of the invention, a method for organically ranked knowledge and categorization in a KM system can be provided. The method can include bookmarking answer content for a first end user of the knowledge management system, suggesting a set of categories previously associated with the answer content by other end users of the knowledge management system, and categorizing the bookmarked answer content with a category selected from the set of categories.Type: GrantFiled: June 12, 2007Date of Patent: December 13, 2011Assignee: Kana Software, Inc.Inventors: Robert L. Arseneault, Vani T. Chiganmy, Robert L. Cohen, David P. Cokely, Enzo Guadagnoli, David M. Heath, Stefanie L. Moses, Sergio A. Rubio, Hector C. Torres
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Publication number: 20090210473Abstract: Embodiments of the present invention provide a method, system and computer program product for an embedded multi-channel knowledgebase for embedded product support. In one embodiment of the invention, an embedded multi-channel knowledgebase data processing system can be configured for embedded product support. The system can include a consumer appliance, a knowledgebase embedded in the consumer appliance, a help module disposed in the consumer appliance and programmed to provide access to the knowledgebase through the consumer appliance, and multi-channel escalation and reporting logic coupled to the help module. The logic can include program code enabled to escalate support requests in the help module from the embedded knowledgebase to a remote, communicatively coupled response manager over a computer communications network.Type: ApplicationFiled: February 15, 2008Publication date: August 20, 2009Applicant: KANA SOFTWARE, INC.Inventors: Charlie Isaacs, Robert L. Arseneault
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Publication number: 20080313124Abstract: Embodiments of the present invention address deficiencies of the art in respect to expert modeling in a KM system and provide method, system and computer program product for organically ranked knowledge and categorization for a KM system. In one embodiment of the invention, a method for organically ranked knowledge and categorization in a KM system can be provided. The method can include bookmarking answer content for a first end user of the knowledge management system, suggesting a set of categories previously associated with the answer content by other end users of the knowledge management system, and categorizing the bookmarked answer content with a category selected from the set of categories.Type: ApplicationFiled: June 12, 2007Publication date: December 18, 2008Applicant: KANA SOFTWARE, INC.Inventors: Robert L. Arseneault, Vani T. Chiganmy, Robert L. Cohen, David P. Cokely, Enzo Guadagnoli, David M. Heath, Stefanie L. Moses, Sergio A. Rubio, Hector C. Torres