Abstract: A computer-implemented method is provided for quantitative performance evaluation of a call agent. The method comprises converting an audio recording of a call between the call agent and a customer to a text-based transcript and identifying at least one topic for categorizing the transcript. The method also includes retrieving a set of criteria associated with the topic. Each criterion correlates to a set of predefined questions for interrogating the transcript to evaluate the performance of the call agent with respect to the corresponding criterion. Each question captures a sub-criterion under the corresponding criterion. The method further includes inputting the predefined questions and the transcript into a trained large language model to obtain scores for respective ones of the predefined questions. Each score measures a degree of satisfaction of the performance of the call agent during the call with respect to the sub-criterion captured by the corresponding predefined question.

Abstract: Methods and apparatuses are described for automated intelligent detection and mitigation of cyber security threats. A server receives application log data from application servers and analyzes the log data to identify indicia of potential cyber security threats. The server executes a trained threat modeler against the log data and the indicia of potential cyber security threats to identify indicia of actual cyber security threats. The server determines whether a remediation action exists for the identified actual cyber security threats. If a remediation action exists: the server executes the remediation action at the application servers to resolve the actual cyber security threat. If a remediation action does not exist: the server generates remediation parameters based upon the indicia of the actual cyber security threat, generates source code for a software package based upon the remediation parameters, and executes the software package at the application servers to resolve the cyber security threat.

Abstract: Methods and apparatuses are described for secure compliant storage of server access data. A server computing device generates one or more access logs based upon data access requests executed on a first compliant data storage container comprising a plurality of files. The server computing device stores the one or more access logs in a non-compliant data storage container and establishes a second compliant data storage container. The server computing device retrieves, from the non-compliant data storage container, the access logs stored therein and stores the access logs in the second compliant data storage container.

Abstract: A computer implemented method is provided for automatically determining a response to an input query. The method includes searching at a first stage a data repository using the input query. The data repository is configured to store historical queries and their corresponding responses. The search is adapted to determine a plurality of historical queries related to the input query and historical responses corresponding to the related historical queries. The method also includes clustering the plurality of historical responses into one or more response groups, where each response group includes one or more similar historical responses. The method additionally includes searching at a second stage a content management system (CMS) to determine if there is at least one similar response to at least one historical response in each response group. The CMS is configured to store standard responses to anticipated queries.

Abstract: Systems and methods are described herein for generating compliance indicators on a user interface corresponding to maturity levels of a continuous integration/continuous deployment system. A server captures compliance data corresponding to development status associated with a software application comprising newly-added source code. The server determines whether a plurality of maturity levels of a continuous integration system are completed for the software application based upon the captured compliance data. The server generates a plurality of compliance indicators, each of the compliance indicators corresponding to one of the maturity levels that is completed. The server generates for display the generated compliance indicators on a user interface of a user device communicatively coupled to the server.

Abstract: A method for automatically connecting a computing device to one of a first virtual private network (VPN) and a second VPN over a network includes receiving, by the computing device from a server system over the network, availability indicia. The method also includes obtaining, by the computing device, a priority status indicating one of a high priority and a low priority. The method further includes determining, by the computing device, a connection VPN selected from the group consisting of the first VPN and the second VPN, the determination based on at least one of the availability indicia and the priority status of the computing device. The method includes establishing, by the computing device over the network, a connection to the connection VPN. The first VPN is prioritized over the second VPN.

Abstract: Systems and methods for aggregating a dependency structure based on application logging data, application metadata, customer intent and journey, organizational structure, and operational support information. The method includes receiving data using an application programming interface. The method further includes, for each user, determining a start point and an end point corresponding to user activity on a networked system. The method also includes, for each user, determining a task based on the start point and end point corresponding to the user activity. The method further includes, for each user, determining operations data corresponding to the user activity. The method also includes, for each user, determining a dependency structure based on the task and the operations data. The method also includes aggregating the dependency structure, the task, and the operations data into a visualization. The method further includes generating for display the visualization on a user device.

Abstract: Systems and methods are described herein for identifying diminished capacity of a voice call participant based on audio data analysis. A server generates an audio image based on an audio file comprising speech data corresponding to a first user on a voice call. The server determines a diminished capacity score based on one or more characteristics of the audio image analyzed using a deep learning classification model. The server applies a security protocol to an account associated with the first user when the diminished capacity score is at or above a threshold value. The server receives a transaction request corresponding to the account from the first user. The server processes the transaction request based on the security protocol applied to the account.

Abstract: Methods and apparatuses are described for automated analysis of customer interaction text to generate customer intent information and a hierarchy of customer issues. A server captures computer text segments including a first portion comprising a transcript of an interaction and a second portion comprising notes about the interaction. The server generates interaction embeddings corresponding to the first portion of the computer text segment for a trained neural network. The server executes the neural network using the interaction embeddings to generate an interaction summary for each computer text segment. The server converts each interaction summary into a multidimensional vector and aggregates the multidimensional vectors into clusters based upon a similarity measure. The server aligns the clusters of vectors with attributes of the interaction summaries to generate a hierarchical mapping of customer issues.

Abstract: Methods and apparatuses are described for automated latency-aware purging of database records. A server determines a synchronization latency between a storage database and an online transaction processing (OLTP) database. When the synchronization latency is below a predetermined threshold, the server identifies a first database object in the OLTP database and selects database records to be purged from the first database object based upon a data purge instruction set. The server identifies a second database object in the storage database that corresponds to the first database object and selects database records in the second database object based upon the data purge instruction set. The server purges the database records from the first database object in the OLTP database when a characteristic of the database records to be purged from the first database object matches a characteristic of the database records selected in the second database object.

Abstract: Methods and apparatuses are described for intelligent imputation of missing data in a machine learning (ML) dataset comprised of a plurality of features. Each feature includes a plurality of values, where at least a portion of the values for one or more features are missing. A server analyzes the ML dataset to generate characteristics of the missing values in the ML dataset. The server selects an imputation algorithm for filling in the missing values based upon the identified characteristics. The server determines a computing environment in which the imputation algorithm is executed based upon one or more of a size of the ML dataset or the selected algorithm. The server generates code that comprises instructions for executing the imputation algorithm on the ML dataset in the computing environment. The server integrates the code into an ML platform that executes the code to assign replacement values to the missing values.

Abstract: Methods and apparatuses are described for testing and deploying targeted versions of application libraries within a software application. A computing device selects a software application comprising application libraries each associated with a current version identifier. The computing device identifies a target version of one or more application libraries, the target version associated with a different version identifier than the current identifier. The computing device defines a software application build for the software application incorporating the identified target versions of the application libraries, and deploys the application build to a test computing environment. The computing device executes tests of the software application build in the test environment, and captures test execution data for the target versions of the libraries in the software application build.

Abstract: Techniques are provided for managing and operating a microservices architecture with ad distributed cache. A data provider microservice may modify a data object stored on a database managed by the data provider microservice. In response, the modified data object may be transmitted to the distributed cache for storage. A data consumer microservice may request a data object. The distributed cache may be searched for the requested object. If the requested object is stored at the distributed cache, the requested object may be provided to the data consumer microservice. If the requested object is not stored at the distributed cache, the data consumer microservice may issue a request for the data object to the data provider microservice that manages the database that stores the data object. The data provider microservice may provide the data object to the distributed cache for storage and provide the data object to the data consumer microservice.

Abstract: Methods and apparatuses are described for generating and managing electronic communication campaigns. A data storage container receives campaign data comprising electronic communication metadata and structured review data from a first computing device. A server prepares one or more electronic communications based upon the campaign data by partitioning the structured review data into one or more subsets, each associated with a user identifier, and generating, for each subset, an electronic communication addressed to a user corresponding to the user identifier and comprising a URL to access the review data. The server transmits the prepared electronic communications to one or more remote computing devices. The data storage container updates the structured review data using input received from each remote computing device after detecting activation of the URL transmitted to the remote computing device to access the review data.

Abstract: Techniques are provided for updating, managing, and maintaining a reference template for web service API testing. A plurality of logs, corresponding to a target application that provides one or more web services, may be captured. The captured logs may be filtered using information (e.g., URL extension) in the captured logs. Each filtered log may be parameterized and API request payload data may be extracted to generate a baseline template. A reference template may be compared with a corresponding baseline template to determine if they differ. If they differ, a test template may be generated by replacing each differing field of the reference template with a corresponding baseline template identifier. The test template may then be used in testing a web service API, such that a test template can conform with a changing web service API.

Abstract: Systems and methods for switching between natural language processing units during an interaction using a dialog delegation processor. The method includes receiving a dialog utterance from a user via a user device. The method further includes determining a general intent based on the dialog utterance using a general natural language processor. The method also includes determining at least one specific intent corresponding to the general intent using the general natural language processor. The method also includes selecting a specific natural language processor corresponding to the at least one specific intent. The method further includes determining a dialog response corresponding to the at least one of specific intent using the specific natural language processor. The method also includes generating for display the dialog response on the user device.

Abstract: Techniques are provided for generating and using a multi-signature token for electronic message validation according to the one or more embodiments as described herein. Specifically, a multi-signature token may be generated that includes at least two digital signatures and information (e.g., user information). Each of the at least two digital signatures may be generated using a private key of at least two key pairs that are maintained on a plurality of keystores that have at least two different implementations (e.g., security protocols). If the at least two digital signatures are valid, the multi-signature token may be determined to be valid and the client request may optionally be performed. If at least one of the at least two digital signatures is invalid, the client request is optionally not performed.

Abstract: Methods and apparatuses are described for automatic validation of a hybrid digital document. A server computing device downloads a hybrid digital document from a remote computing device, the hybrid digital document comprising an image content file and a hypertext content file. The server computing device determines content validation rules based upon one or more attributes associated with the hybrid digital document. The server computing device converts the image content file to a text content file. The server computing device validates one or more data elements in the text content file using the content validation rules. The server computing device validates one or more data elements in the hypertext content file using the content validation rules. The server computing device transmits a notification to the remote computing device indicating an outcome of the data elements validation.

Abstract: Methods and apparatuses are described for intelligent smoothing of 3D alternative reality applications for secondary 2D viewing. A computing device receives a first data set corresponding to a first position of an alternative reality viewing device. The computing device generates a 3D virtual environment for display on the alternative reality viewing device using the first data set, and a 2D rendering of the virtual environment for display on a display device using the first data set. The computing device receives a second data set corresponding to a second position of the alternative reality viewing device after movement of the alternative reality viewing device. The computing device determines whether a difference between the first data set and the second data set is above a threshold. The computing device updates the 2D rendering of the virtual environment on the display device using the second data set, when the difference is above the threshold value.

Abstract: Methods and apparatuses are described for automated testing of mobile devices. A server establishes a connection with a client device via a high-latency connection. The server receives input from the client device comprising (i) a selection of mobile devices for testing and (ii) a selection of a test interaction. The server generates predicted interactions for each of the selected mobile devices using historical device interaction data. The server converts the predicted interactions into test scripts, each test script formatted for use with one of the selected mobile devices. The server deploys each test script for execution on the corresponding mobile device, and transmits results from the test script executions to the client device.