Abstract: A system and method for dynamic generation of procedures is disclosed. The method comprises: (a) storing asset types defining attributes; asset instances, inheriting attributes of one of the asset types and having attribute-values; procedure statements being associated to conditional rule(s) to be applied to an attribute-value of an asset instance; and procedure templates, each defining a unique combination of asset type and a group of said procedure statements. The method further comprises (b) for a given asset instance and a given procedure template: (i) iteratively reading each of the procedure statements of the group of procedure statements being associated to the given procedure template; and (ii) presenting, on a user interface, each one of the procedure statements where a condition is met when the corresponding conditional rule(s) is applied to the attribute-values of the given asset instance, in order to dynamically generate an asset specific procedure.

Abstract: A system and method for dynamic generation of procedures is disclosed. The method comprises: (a) storing asset types defining attributes; asset instances, inheriting attributes of one of the asset types and having attribute-values; procedure statements being associated to conditional rule(s) to be applied to an attribute-value of an asset instance; and procedure templates, each defining a unique combination of asset type and a group of said procedure statements. The method further comprises (b) for a given asset instance and a given procedure template: (i) iteratively reading each of the procedure statements of the group of procedure statements being associated to the given procedure template; and (ii) presenting, on a user interface, each one of the procedure statements where a condition is met when the corresponding conditional rule(s) is applied to the attribute-values of the given asset instance, in order to dynamically generate an asset specific procedure.

Abstract: Relay of information from technical documentation by contact center workers to assist clients is limited by industry standard storage formats and query mechanisms. A method is disclosed for processing technical documents and tagging them against a Telecom Hardware domain ontology. The method comprises classical ontological Natural Language Processing (NLP) approaches to extract information from both text segments and tables, identifying text segments, named entities and relations between named entities described by an existing T-Box. A method for scoring candidate object property assertions derived from text before populating the Telecom Hardware ontology is also disclosed.

Abstract: This invention (The Customer Contact Channel Changer) enables the integration of different Customer Contact Channels such as live call centre ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web) servers. The world wide web servers are used to allow customers with computer equipment to access information from an organizations databases in a self service mode. Frequently these customers have questions best answered by human ACD agents. With this invention the connection between the customer with the question and the agent with the answer is done quickly and efficiently with both parties sharing screens of common information. Also control is retained by the customer to make the call happen when they want it.

Abstract: This invention (The Customer Contact Channel Changer) enables the integration of different Customer Contact Channels such as live call center ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web ) servers. The world wide web servers are used to allow customers with computer equipment to access information from an organizations databases in a self service mode. Frequently these customers have questions best answered by human ACD agents. With this invention the connection between the customer with the question and the agent with the answer is done quickly and efficiently with both parties sharing screens of common information. Also control is retained by the customer to make the call happen when they want it.

Abstract: This invention (The Customer Contact Channel Changer) enables the integration of different Customer Contact Channels such as live call centre ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web ) servers. The world wide web servers are used to allow customers with computer equipment to access information from an organizations databases in a self service mode. Frequently these customers have questions best answered by human ACD agents. With this invention the connection between the customer with the question and the agent with the answer is done quickly and efficiently with both parties sharing screens of common information. Also control is retained by the customer to make the call happen when they want it.

Abstract: This invention (The Customer Contact Channel Changer) enables the integration of different Customer Contact Channels such as live call center ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web) servers. The world wide web servers are used to allow customers with computer equipment to access information from an organizations databases in a self service mode. Frequently these customers have questions best answered by human ACD agents. With this invention the connection between the customer with the question and the agent with the answer is done quickly and efficiently with both parties sharing screens of common information. Also control is retained by the customer to make the call happen when they want it.