Abstract: An apparatus, system, and method are disclosed for generating contact plans and responding to web form inquires using the contact plans.

Abstract: An instance weighted learning (IWL) machine learning model. In one example embodiment, a method of employing an IWL machine learning model to train a classifier may include determining a quality value that should be associated with each machine learning training instance in a temporal sequence of reinforcement learning machine learning training instances, associating the corresponding determined quality value with each of the machine learning training instances, and training a classifier using each of the machine learning training instances. Each of the machine learning training instances includes a state-action pair and is weighted during the training based on its associated quality value using a weighting factor that weights different quality values differently such that the classifier learns more from a machine learning training instance with a higher quality value than from a machine learning training instance with a lower quality value.

Abstract: A hierarchical based sequencing (HBS) machine learning model. In one example embodiment, a method of employing an HBS machine learning model to predict multiple interdependent output components of an MOD output decision may include determining an order for multiple interdependent output components of an MOD output decision. The method may also include sequentially training a classifier for each component in the selected order to predict the component based on an input and based on any previous predicted component(s).

Abstract: Disclosed herein are systems and associated methods for operating web interactive services in conjunction with communication services, linking the communication with the interaction by means of a session-specific identifier such as a telephone number. During the course of a web session, user interaction information may be collected, that information potentially indicating subjects of interest to a user associated with the session-specific identifier. In the event the user uses the identifier make a contact regarding the information, the identifier can be used to associate the interaction information and subjects of interest, such that the contact may have that information and those subjects available to assist a user making contact. Interaction and subject information may also be used to customize the interaction with a contacting user with regard to the routing of a telephone call, a greeting, a product or service offering, or other communication.

Abstract: An apparatus, system, and method are disclosed for generating contact plans and responding to web form inquires using the contact plans.

Abstract: A multiple output relaxation (MOR) machine learning model. In one example embodiment, a method for employing an MOR machine learning model to predict multiple interdependent output components of a multiple output dependency (MOD) output decision may include training a classifier for each of multiple interdependent output components of an MOD output decision to predict the component based on an input and based on all of the other components. The method may also include initializing each possible value for each of the components to a predetermined output value. The method may further include running relaxation iterations on each of the classifiers to update the output value of each possible value for each of the components until a relaxation state reaches an equilibrium or a maximum number of relaxation iterations is reached. The method may also include retrieving an optimal component from each of the classifiers.

Abstract: An apparatus, system, and method are disclosed for providing web-based phone services. Phone calls are initiated by a user control on a web page. A calling module uniquely identifies the telephone call and initiates calling by a dialer. Once the telephone call is established, auxiliary functions such as call monitoring, recording, transfer, or conference calling may be initiated for the call. Additional controls corresponding to the auxiliary functions may provided on the web page or a related web page. The web pages used to provide the user controls may stateless web pages.

Abstract: An apparatus and method are disclosed for detecting online activity by a user and contacting the user in conjunction with a preferred response plan.