Abstract: Techniques are described for analyzing communications sent during a service session to provide (e.g., customer) service on a social media channel, the analysis to determine a quality of service provided during the session. Natural language processing, lexical analysis, pattern matching, or other types of analysis may be used to determine an empathy factor and a conversational factor for communications between a service representative (SR) and a user during a session. The factors may be combined with other factors, such as a timely acknowledgement factor and a timely resolution factor, to generate a response quality index (RQI) for the session. Based on the RQI, feedback information may be generated and sent to the SR. In some implementations, the communications may be analyzed and feedback information sent to the SR in real time during the session, to dynamically improve service quality.

Abstract: Systems and methods are provided for sending and receiving encrypted submessages. Messages could be partitioned into a plurality of submessages based on the content of a message, and such submessages could be individually encrypted and sent over a network. The partitioning could be based on various standards and/or heuristics. In the sending process, submessages could be designated to travel over different networks and networks of different types. Such submessages could then be received and reassembled in spite containing overlapping content with respect to each other, having to contend with copies of submessages, and having accompanying related content (e.g., advertisements) and non-related content (e.g., random bits). Moreover, the sending process could also be performed in real time or in a batched manner, depending on the implementation.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving a vehicle identifier (VID), the VID uniquely identifying a vehicle of a user, receiving a response that indicates the user and that provides user information associated with the user, the user information including one or more of behavioral information and disbursement information, and at least partially performing an operation based on the user information.

Abstract: A method is described to increase the efficiency of the removal of defects from document images by reorienting the conceptual framework within which an image is filtered. Rather than arbitrarily applying a filter to an entire landscape of a document image, the disclosure describes a methodology by which a document image is separated into regions of darkness and regions of light, or viewed alternatively, regions of darkness and regions of lack of darkness. Filtering is then adaptively applied to each region to remove defects.

Abstract: A computer operations center that has a number of computing systems, where each computing system issues system messages regarding such computing system. Each issued system message from each computing system is stored in a message logging database. The system messages stored in the message logging database are monitored for predetermined patterns, and upon detecting a particular pattern in the system messages, a predetermined action corresponding to the detected pattern is taken. The detected pattern anticipates an occurrence of an unwanted system event, and the corresponding action is intended to prevent or at least minimize the unwanted system event.

Abstract: The present disclosure provides systems and methods for an intranet. An intranet can include a number of layer 3 networks including a number of servers associated with load balancers for advertising a virtual network address for the number of servers. The number of servers can also be interconnected via a number of layer 2 links.

Abstract: A system for charging fees to a card holder of a credit card account may comprise at least one subsystem that calculates a prepaid interest amount and at least one subsystem that charges the prepaid interest amount to the credit card account in lieu of charging interest on the actual balance of the account.

Abstract: Apparatus and method for managing password information associated with a service account are disclosed. In some embodiments, a service account management system is configured to include a security account utility and a password information data store. In some embodiments, a security account utility is used when registering, tracking, and adjusting password change information. In some embodiments, notification of a password change date is transmitted to a service account owner and a security auditor for enforcement. Use of a security account management system with a middleware application is also disclosed.