Abstract: A data-driven information navigation system and method enable search and analysis of a set of objects or other materials by certain common attributes that characterize the materials, as well as by relationships among the materials. The invention includes several aspects of a data-driven information navigation system that employs this navigation mode. The navigation system of the present invention includes features of a knowledge base, a navigation model that defines and enables computation of a collection of navigation states, a process for computing navigation states that represent incremental refinements relative to a given navigation state, and methods of implementing the preceding features.

Abstract: A system, method, and computer readable medium for applying one or more information retrieval technologies is disclosed for resolving a query. In one embodiment, an exemplary system generates a response using a language analysis module configured to parse a query into elements. This system can also include a rules engine configured to compare a condition of a rule against the elements, where the rule is configured to perform an action to retrieve information. Further, a response generator coupled to said rules engine receives the rule and retrieves the information for presentation to a querier in a portion of a display that adjusts proportionately to the degree of importance of said information.

Abstract: A system, method, and computer program product for determining the emotional content of an electronic correspondence to route or prioritize the information, to set the expectations of a customer support worker, to flag those workers who are using inappropriate language with the customer, or to determine another best course to send the correspondence. In a preferred embodiment, a customer sends an electronic correspondence to a company via email. Emotionally charged words or symbols in each sentence are detected. The message is then given an emotional ranking which is used to determine what future action is most appropriate for the correspondence.

Abstract: A technique for providing context information for a PSTN phone call originating from an user includes dynamically selecting a phone number (or invite code or combination thereof) from among a pool of available phone numbers; displaying the selected phone number to the user in a web page; receiving context information corresponding to the user; receiving an incoming phone call on the dynamically selected phone number, connecting the incoming call to an outgoing call to the call center, and providing the context information to a computer corresponding to an agent to whom the outgoing call is connected. The context information may include a web page viewed by the user, and may be sufficient to provide a co-browsing capability. The technique may be utilized with or without session based web pages and may be performed by a sever that serves web page content to the user or a third party service provider.

Abstract: Systems and methods are described that calculate the interestingness of a set of one or more records in a database, either absolutely (i.e., compared to an overall collection of records) or relative to some other set of records. In one embodiment, the measure is a relative entropy value that has been normalized. Various applications of the measure are described in the context of an information retrieval system. These applications include, for example, guiding query interpretation, guiding view selection and summarization, intelligent ranges, event detection, concept triggers and interpreting user actions, hierarchy discovery, and adaptive data mining.

Abstract: Systems and methods are described that calculate the interestingness of a set of one or more records in a database, either absolutely (i.e., compared to an overall collection of records) or relative to some other set of records. In one embodiment, the measure is a relative entropy value that has been normalized. Various applications of the measure are described in the context of an information retrieval system. These applications include, for example, guiding query interpretation, guiding view selection and summarization, intelligent ranges, event detection, concept triggers and interpreting user actions, hierarchy discovery, and adaptive data mining.

Abstract: A sales automation system and method, namely a system and method for scoring sales representative performance and forecasting future sales representative performance. These scoring and forecasting techniques can apply to a sales representative monitoring his own performance, comparing himself to others within the organization (or even between organizations using methods described in application), contemplating which job duties are falling behind and which are ahead of schedule, and numerous other related activities. Similarly, with the sales representative providing a full set of performance data, the system is in a position to aid a sales manager identify which sales representatives are behind others and why, as well as help with resource planning should requirements, such as quotas or staffing, change.

Abstract: The present invention is directed to a system and method for selectively sharing data between different implementations of the same software program in a network environment. The program implementations are otherwise independent with each executing its own private memory space in a single computer or on multiple computers in the network. The present invention enables a first implementation of a program to borrow or utilize data collected, derived or otherwise utilized by a second implementation of the same program.

Abstract: A system and method for enhanced tracking of calls resulting from referrals to a website from third party servers includes the steps of identifying a tracking parameter, dynamically allocating a phone number to the tracking parameter, displaying the dynamically allocated number on a web page, and tracking calls received on the number. The dynamically allocated number may replace an existing number on the web page. The tracking parameter can be a keyword used in a search, an identifier of the referring website, or any other parameter, including combinations thereof. The tracking parameter may be included in the referring URL, the URL of the website, or in the body of a web page. In some embodiments, the call tracking capability is provided by a service provider other than an operator of the merchant website and JavaScript is used so that the process is easy to implement by the merchant website.

Abstract: Linguistic analysis is used to identify queries that use different natural language formations to request similar information. Common intent categories are identified for the queries requesting similar information. Intent responses can then be provided that are associated with the identified intent categories. An intent management tool can be used for identifying new intent categories, identifying obsolete intent categories, or refining existing intent categories.

Abstract: The present invention includes relational Bayesian network-based tracking methods. Various, distinct embodiments of the present invention include tracking methods for: real-time relational tracking of e-commerce segmentation and personalization, in-residence tracking of elderly and disabled people, real-time relational tracking for ground target tracking, and real-time relational tracking of satellites and satellite constellations.

Abstract: In one method and apparatus for blocking unwanted calls in a callback system, parameters associated with a callback request (e.g., the user device to which the call is to be directed, the IP address from which the request originated or an identifier of the source computer from which the callback request originated, the party from whom the call is requested) are tracked for each call. A decision to automatically block the requested callback is made based on one or more criteria based on a combination of these parameters, which may be a total over a period of time. In a second method, one or both of the parties to the callback is queried as to whether the callback is unwanted and, if so, one or more parameters associated with the request are blacklisted.

Abstract: A method and apparatus for calculating a score for word selection, which may be used to preprocess sets of words prior to a dimensionality reduction process, employs information about relationships between words themselves (such as synonym relationships) or relationships between items with which the words are associated (such as products in a catalog). In some embodiments, the relationships are also community based; i.e., the relationships are established by a community of users. The relationships may be references to two or more word sets in which the word of interest is common. In one embodiment, the word sets are descriptions of products in an online catalog, the community is the group of people who view the catalog, and the relationships used for calculating the score for a particular word of interest are coreferences (e.g., viewing or purchasing) of pairs of products for which the catalog descriptions both include the particular word.