Abstract: A method and apparatus for facilitating training of agents is disclosed. Raw transcripts representing textual form of interactions between the agents and customers of the enterprise are transformed to generate transformed transcripts. An interaction summary is generated in relation to each transformed transcript. A plurality of intent-based interaction clusters are derived using the interaction summary generated in relation to each transformed transcript. The plurality of interactions are classified based on the plurality of intent-based interaction clusters and an interaction flow map is generated for each intent-based interaction cluster based on the interactions classified into the respective intent-based interaction cluster. The generated interaction flow map is capable of facilitating training of agents for interacting with the customers of the enterprise.

Abstract: A method and apparatus for facilitating training of agents is disclosed. Raw transcripts representing textual form of interactions between the agents and customers of the enterprise are transformed to generate transformed transcripts. An interaction summary is generated in relation to each transformed transcript. A plurality of intent-based interaction clusters are derived using the interaction summary generated in relation to each transformed transcript. The plurality of interactions are classified based on the plurality of intent-based interaction clusters and an interaction flow map is generated for each intent-based interaction cluster based on the interactions classified into the respective intent-based interaction cluster. The generated interaction flow map is capable of facilitating training of agents for interacting with the customers of the enterprise.

Abstract: A computer-implemented method and an apparatus for improving experiences of an online visitor visiting a website detects a website access event. A visitor profile is generated by defining a plurality of attributes related to visitor activities on the website. A data field is allocated to each attribute to configure the visitor profile including a plurality of data fields. Each data field is capable of accommodating a respective fixed number of entries determined based on a temporal threshold value computed to determine a number of entries required for storing of information related to past activities that are relevant to current activity of the online visitor on the website. The visitor profile is dynamically updated based on the current activity. At least one intention of the online visitor is predicted based on a state of the visitor profile selected at a chosen time instant during the current activity of the online visitor.

Abstract: Points in a user's website journey at which an invitation for an interactive session may be offered to users, e.g. those points at which an invitation made to a user may have a higher propensity to be accepted by the user, are identified. A technique is provided that, given ample data regarding visits to a website and data regarding offers of interactive assistance made, and responses to, such offers, learns to identify accurately those points in the user's journey where such offers may be made. For the current user, offers made at these points are highly likely to be accepted. This approach bypasses the need for manual analysis that previous approaches require. In embodiments of the invention, a model provided in accordance with this technique is only re-trained on new data to account for changing user behavior.

Abstract: A computer-implemented method and an apparatus for improving experiences of an online visitor visiting a website detects a website access event. A visitor profile is generated by defining a plurality of attributes related to visitor activities on the website. A data field is allocated to each attribute to configure the visitor profile including a plurality of data fields. Each data field is capable of accommodating a respective fixed number of entries determined based on a temporal threshold value computed to determine a number of entries required for storing of information related to past activities that are relevant to current activity of the online visitor on the website. The visitor profile is dynamically updated based on the current activity. At least one intention of the online visitor is predicted based on a state of the visitor profile selected at a chosen time instant during the current activity of the online visitor.

Abstract: In accordance with an example embodiment a computer-implemented method and an apparatus for generating FAQs is provided. The method comprises receiving interaction data corresponding to interactions between a plurality of users and customer support representatives by a processor. A plurality of user parameters associated with the plurality of users is also received by the processor. A plurality of clusters is generated from the interaction data based on the plurality of user parameters. The method further comprises determining one or more visitor parameters corresponding to a visitor on an interaction medium. At least one cluster related to the visitor from among the plurality of clusters is identified based on the one or more visitor parameters. Further, at least one FAQ is generated based on the identified at least one cluster. The method further comprises providing the generated at least one FAQ to the visitor on the interaction medium by the processor.

Abstract: Points in a user's website journey at which an invitation for an interactive session may be offered to users, e.g. those points at which an invitation made to a user may have a higher propensity to be accepted by the user, are identified. A technique is provided that, given ample data regarding visits to a website and data regarding offers of interactive assistance made, and responses to, such offers, learns to identify accurately those points in the user's journey where such offers may be made. For the current user, offers made at these points are highly likely to be accepted. This approach bypasses the need for manual analysis that previous approaches require. In embodiments of the invention, a model provided in accordance with this technique is only re-trained on new data to account for changing user behavior.

Abstract: The present invention relates to a computer implemented system for transferring data over a master driven TDD/TDMA based wireless network operating with minimum delay in end-to-end transmission by achieving optimum time slot utilization by minimizing the number of baseband packets created for each Link layer packet, where each baseband packet of is a size corresponding to one of a permitted set of capacities ‘C1, C2, . . . Cn’. The system also optimizes sharing of bandwidth, higher link utilization and low baseband packet transmission queue occupancy by adaptive scheduling of the transmission of the baseband packets in the queues. The invention also provides a method and computer program product for the above system.