Abstract: A social trust network is implemented in combination with a communication network capable of monitoring one or more parameters of communications. The social trust network includes a database containing trust data and possibly profiles of respective entities can be searched to return identities of entities such as subject matter experts with whom a user such as a decision-maker may wish to communicate; which communication may be facilitated by communication contact information corresponding to entities returned by the search. A plurality of trust metrics are computed from the trust data and search results are ordered based on a weighted sum of trust metrics, possibly including ratings of entities, where the relative weights may be manipulated at the will of the user. The monitored parameters of such communications are represented in data stored as trust data in a database which is thus adaptively developed through use of the social trust network.

Abstract: Systems and methods for adapting an existing call flow wherein the call flow further comprises an associated data set, comprising: activating the existing call flow, the existing call flow generating a series of questions designed to obtain information from a caller; determining if an exception condition has occurred; allowing a user to activate an exception call flow in response to the exception condition; retaining the data set associated with the call flow when the exception condition occurred; adapting the data set such that the call flow addresses the exception condition; analyzing the adapted data set to determine if it is unique; and, modifying the existing call flow to incorporate the adapted data set if the adapted data set is unique.

Abstract: An embodiment of the invention comprises a real-time collaborative technical support (RTCTS) system that may automatically generate and/or maintain social networks that may be dynamically evolving. The social networks may be based on the output of at least one multi-modal classification algorithm. These outputs may be occurring in real-time.

Abstract: Systems and methods for adapting an existing call flow wherein the call flow further comprises an associated data set, comprising: activating the existing call flow, the existing call flow generating a series of questions designed to obtain information from a caller; determining if an exception condition has occurred; allowing a user to activate an exception call flow in response to the exception condition; retaining the data set associated with the call flow when the exception condition occurred; adapting the data set such that the call flow addresses the exception condition; analyzing the adapted data set to determine if it is unique; and, modifying the existing call flow to incorporate the adapted data set if the adapted data set is unique.

Abstract: A social trust network is implemented in combination with a communication network capable of monitoring one or more parameters of communications. The social trust network includes a database containing trust data and possibly profiles of respective entities can be searched to return identities of entities such as subject matter experts with whom a user such as a decision-maker may wish to communicate; which communication may be facilitated by communication contact information corresponding to entities returned by the search. A plurality of trust metrics are computed from the trust data and search results are ordered based on a weighted sum of trust metrics, possibly including ratings of entities, where the relative weights may be manipulated at the will of the user. The monitored parameters of such communications are represented in data stored as trust data in a database which is thus adaptively developed through use of the social trust network.