Abstract: The disclosed embodiments relate to a system that segments users and associated events for an ecommerce system to facilitate actionable insights. During operation, the system receives a query to segment users of the ecommerce system and/or events associated with user actions, wherein the query comprises a Boolean expression with a list of filters that are applied attributes of the users and/or events to form filter groups, and wherein the filter groups are joined by logical operators. Next, the system performs a search based on the query to produce a result set comprising a list of users and/or events that satisfy the query. Finally, the system displays the result set to a customer-support agent for the ecommerce system to facilitate actionable insights.

Abstract: The disclosed embodiments relate to a system that publishes an event to a message bus in an event-driven computing system. During operation, the system executes event-producing code, which detects an event, wherein the event results in one or more writes to a database system, and wherein success of the one or more writes defines whether the event took place. In response to detecting the event, the system writes the event to temporary storage, which is maintained by the database system, wherein the database system automatically reclaims the temporary storage without requiring additional clean up operations by the application. Next, the system executes event-publishing code, which asynchronously collects the event from the temporary storage, and publishes the event to the message bus.

Abstract: The disclosed embodiments relate to a system that suggests helpful articles to resolve a customer request. During operation, the system receives the customer request, wherein the customer request is associated with a product or a service used by the customer. Next, the system feeds a set of words from the customer request through a model to generate a request vector comprising numerical values representing words in the customer request. The system then compares the request vector against article vectors representing articles in a set of help center articles to determine whether the customer request matches one or more help center articles. If the customer request matches one or more help center articles, the system presents the one or more help center articles to the customer to facilitate automatically resolving the customer request.

Abstract: The disclosed embodiments relate to a system that processes requests to access data item at an edge device in a network. During operation, the system receives the request to access the data item from a user, wherein the request is received at the edge device, and wherein the edge device communicates with an origin server, which stores data items. If the request includes a token identifier, the system uses the token identifier to look up a token payload in a token cache at the edge device. The system then decorates the request with fields from the token payload, and analyzes the decorated request to determine whether the user is authorized to access the data item. If the user is authorized to access the data item, the system looks up the data item in a content cache at the edge device, and returns the data item to the user to complete the request.

Abstract: We disclose a system that provides customer-support services to a user of a website through a web widget. When the user accesses a web page containing the web widget, a call is automatically made from the web widget to a customer-support system. In response to the call, the system obtains status information from the customer-support system indicating whether customer-support agents are available to take telephone phone calls. If the status information indicates customer-support agents are available to take telephone calls, the web widget provides a call-related interface to the user, wherein the call-related interface is configured to facilitate a telephone call with a customer-support agent. If the status information indicates customer-support agents are not available to take telephone calls, the web widget provides a non-call-related interface to the user, wherein the non-call-related interface is configured to facilitate an alternative channel of customer support that does not involve a telephone call.

Abstract: The disclosed embodiments relate to a system that facilitates communication between virtual private clouds (VPCs) hosted by different cloud service providers. During operation, the system receives a packet from a source at a first router in a first VPC, wherein the first VPC is hosted by a first cloud service provider, and wherein the packet is directed to a destination in a second VPC, which is hosted by a second cloud service provider. If no direct tunnel exists between the first VPC and the second VPC, the system forwards the packet through an intermediate hub to the second VPC, and automatically builds a direct tunnel from the first router in the first VPC to a second router in the second VPC to facilitate subsequent communications between the first and second VPCs.

Abstract: During operation, the system receives a customer request. Next, the system segments the customer request into customer request sentences. The system then encodes each sentence from the customer request with information sequentially collected from the previously observed sentences. Next, the system translates the encodings to sparse probabilities that measure the importance of sentences from the customer request. The system then extracts relevant sentences from the customer request based on the importance. Next, the system forms an extracted-sentence customer request embedding from embeddings for the extracted relevant customer request sentences. The system then uses the extracted-sentence customer request embedding to select an agent response from a set of possible agent responses based on comparisons between the extracted-sentence customer request embedding and embeddings for the set of possible agent responses.

Abstract: Techniques for improving customer relationship management are disclosed. The techniques may be realized via a call processing system that may efficiently rout an incoming call to an agent of a call center. Also, the call processing system may provision a telephone number to a web-based help desk call center. Further, the call processing system may include a communication framework enabling a communication between a plurality of browser windows and a local storage medium.

Abstract: During operation, the system obtains a set of tickets to be processed at the customer-support ticketing system, wherein each ticket is tagged with any required skills, which are required to respond to the ticket. The system then enables an agent to request tickets to process, wherein a data structure representing the agent is tagged with any skills possessed by the agent. In response to the request, the system selects a matching subset of the set of tickets to be processed, wherein the matching subset comprises tickets for which the agent possesses a superset of the required skills that the ticket is tagged with. Next, the system presents the matching subset of tickets to the agent through a UI. Finally, the system enables the agent to operate the UI to: select a ticket from the matching subset of the set of tickets to be processed; and respond to an associated customer request.

Abstract: The system obtains a set of tickets representing customer requests for a customer-support ticketing system. Next, the system produces a set of request vectors by feeding words from each ticket through a model to generate a request vector for the ticket, wherein the set of request vectors is represented as a set of points in a vector space. The system then performs a clustering operation on the set of points to form clusters representing support topics, wherein the clustering operation creates a new point for a new ticket in the vector space when the new ticket is received, and incrementally updates existing clusters to accommodate the new point. Finally, the system presents a user interface to a customer-support agent, wherein the user interface uses the support topics to organize the customer requests, and enables the customer-support agent to perform a customer-support operation in response to a customer request.

Abstract: The disclosed embodiments relate to a system that facilitates communication between virtual private clouds (VPCs) hosted by different cloud service providers. During operation, the system receives a packet from a source at a first router in a first VPC, wherein the first VPC is hosted by a first cloud service provider, and wherein the packet is directed to a destination in a second VPC, which is hosted by a second cloud service provider. If no direct tunnel exists between the first VPC and the second VPC, the system forwards the packet through an intermediate hub to the second VPC, and automatically builds a direct tunnel from the first router in the first VPC to a second router in the second VPC to facilitate subsequent communications between the first and second VPCs.

Abstract: The disclosed embodiments relate to a system that detects and controls operations performed by abusive accounts in a customer-relationship-management system. During operation, the system obtains account-related information for an account in the customer-relationship-management system. Next, the system determines a likelihood that the account is being used for abusive purposes based on the account-related information. Finally, the system limits a rate of processing for application-programming interface (API) calls made from the account to the customer-relationship-management system based on the determined likelihood that the account is being used for abusive purposes.

Abstract: The system obtains a set of tickets representing customer requests generated by a customer-support ticketing system. Next, the system feeds words from each ticket through a model to generate a request vector for the ticket, wherein the request vector comprises numerical values representing words in the ticket. The system then embeds the request vectors in a vector space. If help center articles already exist, the system embeds article vectors for the existing help center articles in the vector space. Next, the system identifies clusters of request vectors, which are within a pre-specified distance of each other in the vector space. If an identified cluster is more than a pre-specified distance away from a closest article vector in the vector space, the system notifies a content creator that a new article needs to be written, or an existing article needs to be updated, to cover the identified cluster.

Abstract: The present application describes a method for improving user experience with filtering information. A free text entry is received on a user interface of a computer. A navigation key entry is also received on the user interface. Next, it is determined whether the free text entry fulfills criteria for a field input. Further, information is filtered based upon the fulfilled field criteria and the received navigation key entry. The application also is directed to a system for improving user experience on an electronic device.

Abstract: The disclosed embodiments provide a system that uses an integration service to facilitate access to an origin service. During operation, the integration service receives a request service from a software platform, wherein the request is made through an integration service application programming interface (API) provided by the integration service. In response to the request, the integration service makes a corresponding request to the origin service, wherein the corresponding request is made through an origin service API provided by the origin service, and wherein making the corresponding request involves translating data received through the integration service API into a format suitable for the origin service API.

Abstract: The disclosed embodiments relate to a system that suggests helpful articles to resolve a customer request. During operation, the system receives the customer request, wherein the customer request is associated with a product or a service used by the customer. Next, the system feeds a set of words from the customer request through a model to generate a request vector comprising numerical values representing words in the customer request. The system then compares the request vector against article vectors representing articles in a set of help center articles to determine whether the customer request matches one or more help center articles. If the customer request matches one or more help center articles, the system presents the one or more help center articles to the customer to facilitate automatically resolving the customer request.

Abstract: The disclosed embodiments relate to a system that suggests helpful articles to automatically resolve a customer request. During operation, the system receives the customer request, wherein the customer request is associated with a product or a service used by the customer. Next, the system determines whether the customer request matches one or more similar previously received customer requests. If so, the system identifies one or more helpful articles that were useful in resolving the one or more previously received customer requests, and then uses the one or more helpful articles to generate a set of suggested articles. Finally, the system presents the set of suggested articles to the customer to facilitate automatically resolving the customer request.

Abstract: The disclosed embodiments provide a system that uses a predicted probability of satisfaction for a customer to facilitate a customer-service interaction. During operation, the system obtains information related to an ongoing customer-service interaction involving the customer. The system uses the obtained information to determine a probability that the customer will be satisfied with the customer-service interaction. Next, the system uses the determined probability that the customer will be satisfied to facilitate subsequent interactions whether automated or manual with the customer in furtherance of the customer-service interaction.

Abstract: Techniques for improving customer relationship management are disclosed. The techniques may be realized via a call processing system that may efficiently rout an incoming call to an agent of a call center. Also, the call processing system may provision a telephone number to a web-based help desk call center. Further, the call processing system may include a communication framework enabling a communication between a plurality of browser windows and a local storage medium.

Abstract: Techniques for providing and controlling access to Tasks for prioritized resolution by a plurality of agents, which include receiving the Tasks, each Task having one or more associated characteristics: obtaining an identification of a first agent included in the plurality of agents; displaying to the first agent a first user interface for issuing a request for automated selection of a next Task for action by the first agent; selecting, in real time and in response to the request, the next Task for action by the first agent. The selection is based on a prioritization of the Tasks, wherein the prioritization is based on the identification of the first agent, wherein the selection does not include a Task displayed to another agent at the time of selection, and wherein displaying to the first agent a second user interface allowing the first agent to take action on the selected next Task.