Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing assistance for customer service agents are disclosed. In one aspect, a method includes the actions of receiving, by a computing device, customer interaction data that reflects an interaction between a first user and a second user. The actions further include receiving, by the computing device, a customer summary file that reflects characteristics of the first user. The actions further include, based on the customer interaction data and the customer summary file, determining, by the computing device, instructions for the second user to continue interacting with the first user during the interaction between the first user and the second user. The actions further include, based on determining the instructions, providing, for output to the second user, the instructions for the second user to continue interacting with the first user.

Abstract: The present technology pertains to keeping track of a purchase status of a product and delivering pre-purchase product experiences prior to the purchase of the product and a post-purchase product experience after the purchase of the product. The present technology provides for a device to identify a product and to request a purchase experience that is both informative and useful based on the purchase status of the product.

Abstract: Artificial intelligence directed controlled-environment facility resident support ticket response and/or action may provide access to a controlled-environment facility media and/or communications terminal or device support application program via one or more controlled-environment facility media and/or communications terminals and/or a plurality of personal controlled-environment facility resident media and/or communications devices, which accept input of a support request, via the support application program, from a controlled-environment facility resident. A controlled-environment facility media and/or communications device services platform receives the request, determines an assigned weight of words in the request and selects one or more passages of predefined response text to compose a response to the request, based on a determined weight of words in the request and tags associated with these words and the passage(s) of predefined text.

Abstract: Systems and methods are provided for diagnosing an issue associated with an enterprise application on a client device by initiating a communication from the client device to a CSR device to report the issue, generating a matter identifier associated with the reported issue, transmitting a communication containing a deep link to the client device, invoking the deep link to initiate mining of logging data corresponding to the use of the enterprise application and stored locally on the client device, formatting and/or tagging the mined logging data with the matter identifier, transmitting the formatted mined logging data from the client device to the CSR device and/or a proprietary server, analyzing the mined logging data to diagnose a source of the reported issue, and attempting to resolve the reported issue based on the analysis of the mined logging data.

Abstract: A computer-implemented method for accurately identifying related incidents using textual data and contextual data includes receiving incident data associated with a computing system, wherein the incident data further comprises textual data and contextual data associated with the incident data. One or more relevant incidents associated with the received incident data is identified by applying an artificial intelligence model on the textual data associated with the received incident data. The identified one or more relevant incidents associated with the received incident data is provided to a site engineer device and the provided one or more relevant incidents is resolved.

Abstract: Examples provide customized authorization of item self-returns. A customized returns manager component calculates a customized return-trust score and a per-item return value based on analysis of item data and transaction history data. If a per-user return-trust score is within an unacceptable threshold range or an item value is within an unacceptable threshold value range, a second user is assigned to assist a first user with completion of the proposed return of the selected item. If the per-user return-trust score and the item value is within an acceptable threshold range, a return authorization component authorizes unassisted self-return of the selected item. An item disposition component determines in real-time whether to permit the first user to keep the selected item or instruct the first user to return the selected item to a designated item return area prior to completion of the item return based on a set of item disposition criteria.

Abstract: A computer-implemented method for using a machine-learning trained predictive engine to predict failures, comprising receiving, from a user using a graphical user interface, electronic transaction data comprising an item and candidate transaction terms, the candidate transaction terms comprising a first transaction term, the electronic transaction data being associated with a candidate transaction. The method may determine, by a machine learning predictive engine, a likelihood of success of the candidate transaction based on the electronic transaction data, and may determine, by the machine learning predictive engine, based on the first transaction term, a second transaction term that, together with the first transaction term, increases the likelihood of success of the candidate transaction above a predetermined threshold. An indication of the second transaction term and an indication of the likelihood of success of the candidate transaction may be displayed on the graphical user interface.

Abstract: A method comprises receiving a request to generate a customized dataset comprising data stored onto a blockchain; retrieving user work history data associated with a user from one or more block instances of the blockchain; in response to presenting the user work history data on a display of the second computing device, receiving a selection of a subset of the user work history data from the second computing device; generating a blockchain address corresponding to one or more hash values of a subset of the one or more block instances associated with the selection of the subset of the user work history data; and transmitting the blockchain address to the second computing device.

Abstract: Provided are techniques for determining an effect of a message on a personal brand based on future goals. A message is received from an entity for a social media platform. Additional messages related to the message are identified. A reaction sentiment trend is determined for each topic of the additional messages for a period of time. An effect the message has on a personal brand of the entity in future is predicted based on future goals of the entity and based on the reaction sentiment trend for each topic. An indication of whether the message is aligned with the future goals based on the predicted effect is provided. In response to the message being aligned with the future goals, the message is posted to the social media platform. In response to the message not being aligned with the future goals, one or more suggestions to modify the message are provided.

Abstract: A management system operates in conjunction with entities to provide component recommendations for objects. The management system trains a machine learning model used to generate the component recommendations. The machine learning model is trained based on historical component entries describing components previously provided and identifiers of the components. The management system generates training data by classifying the historical component entries into predetermined component classifications. After the machine learning model is trained, the management system generates a customized recommendation of components for an object based on likelihoods of selection of the predetermined component classifications.

Abstract: A system, method and computer program product for continuous monitoring based on biometric information, includes an employee database storing employee information, including an employee name photograph; a notification server transmitting an incoming event, including an employee verification request, including a name of an employee name and a photograph of the employee to be verified; and a verification server couple to the notification server and accessing the employee database, based on the incoming event received from the notification server. The verification server determining if the name of the employee to be verified matches a name in the employee database, and if so, determining if the photograph of the employee to be verified biometrically matches a photograph corresponding to the matching name in the employee database, and if so, transmitting a positive verification result notification including multijurisdictional arrest and conviction data to a customer device via the notification server.

Abstract: A contact center service is configured, deployed, and operated for a limited term in connection with an event. Configurations to provide a contact center service for an event are defined according to a term of the event and one or more service features available for attendees of the event to use. The contact center service is deployed at or prior to the start of the term of the event according to the configurations. Responsive to deploying the contact center service, the service features are facilitated via the contact center service, such as to enable contact center engagements between agents and users as event attendees. The contact center service is eventually terminated based on an expiration of the term. Contact center as a service software used to configure, deploy, and operate the contact center service may be integrated with an event system used to implement the event.

Abstract: Among other things, embodiments of the present disclosure improve the functionality of electronic messaging and imaging software and systems by determining the current activities of users based on location sensor information from the users' computing devices and generating customized media content items based on their activities. The media content can be generated for a variety of topics and shared with other users. For example, media content (e.g., images or video) can be generated and displayed on a user's computing device, as well as transmitted to other users via electronic communications, such as short message service (SMS) or multimedia service (MMS) texts and emails.

Abstract: This disclosure describes techniques that include interpreting information about a smart contract so that the terms of the smart contract can be implemented across a diverse array of consensus networks or blockchain platforms. In one example, this disclosure describes a method that includes receiving, by a first computing device, information describing a smart contract, wherein the first computing device is included within a first plurality of computing devices, each on a first consensus network that maintains a first distributed ledger; performing, by the first computing device and in response to receiving the information describing the smart contract, operations to update the first distributed ledger; and interpreting, by at least one of the first plurality of computing devices, the information describing the smart contract to determine and perform at least one of a plurality of first smart contract operations on the first consensus network.

Abstract: Among other things, embodiments of the present disclosure improve the functionality of electronic messaging and imaging software and systems by determining the current activities of users based on location sensor information from the users' computing devices and generating customized media content items based on their activities. The media content can be generated for a variety of topics and shared with other users. For example, media content (e.g., images or video) can be generated and displayed on a user's computing device, as well as transmitted to other users via electronic communications, such as short message service (SMS) or multimedia service (MMS) texts and emails.

Abstract: A system and/or method can be provided for optimizing data-sharing in a multi-institutional application system using, where appropriate, semi-blind data-viewing in a semi-cooperative context. A method for evaluating agent quality, individual student success probability, and sharing these evaluations among a plurality of applicants to a plurality of academic programs while retaining the confidentiality of individual applicants is shown. Multiple parameters both immediate and historic are used to evaluate agent quality and individual student success probability.

Abstract: An apparatus comprising a communications interface configured to communicate over one or more networks, at least one processor and at least one memory including program code is provided. The at least one memory and the program code configured to, with the processor, cause the apparatus to at least receive, via the communications interface, an interparty transaction request. The interparty transaction request corresponds to an interparty transaction and identifying a first party and a second party. The apparatus generates a smart contract based on the interparty transaction request; stores a data entry indicating the generation of the smart contract to a distributed ledger; executes the smart contract to cause settlement of the interparty transaction between the first party and the second party; and stores a data entry indicating the settlement of the interparty transaction to the distributed ledger.

Abstract: A system and/or method can be provided for improving applicant diversity by giving institutions selectable and adjustable application windows, thereby providing a number of benefits including an enriched learning environment. A similar system or method may be used to manage the availability of application windows in general to ensure that a diversity of applicant groups have an opportunity to apply.

Abstract: Aspects of the disclosure relate to enhanced chain of custody certification. A computing platform may establish, within a period of time of receiving data, a first distributed ledger that includes the data. The computing platform may receive a request to access the data. The computing platform may compute a first hash of the data indicating a state of the data prior to being accessed, and may record the first hash in a second distributed ledger. After granting data access, the computing platform may receive first information indicating actions performed on the data and second information indicating reasons for accessing the data. The computing platform may compute a second hash of the data indicating a state of the data after being accessed, and may record the second hash and the second information in the second distributed ledger. The computing platform may record, in a third distributed ledger, the first information.

Abstract: The presently disclosed subject matter includes an apparatus with a processor and a memory storing code which, when executed by the processor, causes the processor to receive a data profile associated with a candidate resource, the data profile includes a set of attributes of the candidate resource which are relevant for assessing the candidate resource's suitability to satisfy a particular resource demand. The apparatus extracts an n-dimensional feature vector from the received data profile, the n-dimensional feature vector capturing aspects of the candidate resource's attributes and process said n-dimensional feature vector with a first ensemble machine learning model to generate a first suitability factor. Likewise, the apparatus process said n-dimensional feature vector with a second ensemble machine learning model to generate a second suitability factor. The apparatus determines whether to allocate the candidate resource to the particular resource demand using said first and second suitability factors.