Abstract: The technology disclosed relates to creating an audit trail of data incorporation in user profiles. In particular, it relates to linking trust objects to fields of the user profiles. The technology disclosed also relates to maintaining an opt trail that captures user opt-ins by recording the circumstances surrounding opt-in actions. In particular, it relates to linking trust objects to user profiles that connect users to an advertising campaign. The technology disclosed further relates to tracking and measuring reputation of product models in consumer markets. In particular, it relates to assembling consumer feedback on the product models from online social networks and service records of the product models and applying sentiment analysis on the consumer feedback.

Abstract: Disclosed are some examples of systems, apparatus, methods and storage media for automated device management, and more specifically, for detecting exceptions in devices and facilitating workflows to resolve the exceptions. In one innovative aspect, a database system is configurable to maintain at least one knowledge database storing a plurality of prescriptions, each prescription defining a respective action-oriented workflow for one or more exceptions. The system is further configurable to receive device data associated with the devices, analyze the received device data, and detect occurrences of exceptions based on the analysis. The system is further configurable to determine whether the knowledge base includes a prescription for a detected exception, and responsive to a determination that the knowledge base includes a prescription for the detected exception, trigger a first workflow for remedying the detected exception based on the prescription.

Abstract: The technology disclosed relates to creating an audit trail of data incorporation in user profiles. In particular, it relates to linking trust objects to fields of the user profiles. The technology disclosed also relates to maintaining an opt trail that captures user opt-ins by recording the circumstances surrounding opt-in actions. In particular, it relates to linking trust objects to user profiles that connect users to an advertising campaign. The technology disclosed further relates to tracking and measuring reputation of product models in consumer markets. In particular, it relates to assembling consumer feedback on the product models from online social networks and service records of the product models and applying sentiment analysis on the consumer feedback.

Abstract: The technology disclosed relates to creating an audit trail of data incorporation in user profiles. In particular, it relates to linking trust objects to fields of the user profiles. The technology disclosed also relates to maintaining an opt trail that captures user opt-ins by recording the circumstances surrounding opt-in actions. In particular, it relates to linking trust objects to user profiles that connect users to an advertising campaign. The technology disclosed further relates to tracking and measuring reputation of product models in consumer markets. In particular, it relates to assembling consumer feedback on the product models from online social networks and service records of the product models and applying sentiment analysis on the consumer feedback.

Abstract: Disclosed are some examples of systems, apparatus, methods and storage media for automated device management, and more specifically, for detecting exceptions in devices and facilitating workflows to resolve the exceptions. In one innovative aspect, a database system is configurable to maintain at least one knowledge database storing a plurality of prescriptions, each prescription defining a respective action-oriented workflow for one or more exceptions. The system is further configurable to receive device data associated with the devices, analyze the received device data, and detect occurrences of exceptions based on the analysis. The system is further configurable to determine whether the knowledge base includes a prescription for a detected exception, and responsive to a determination that the knowledge base includes a prescription for the detected exception, trigger a first workflow for remedying the detected exception based on the prescription.

Abstract: Embodiments of the present invention provide a method, system and computer program product for an embedded multi-channel knowledgebase for embedded product support. In one embodiment of the invention, an embedded multi-channel knowledgebase data processing system can be configured for embedded product support. The system can include a consumer appliance, a knowledgebase embedded in the consumer appliance, a help module disposed in the consumer appliance and programmed to provide access to the knowledgebase through the consumer appliance, and multi-channel escalation and reporting logic coupled to the help module. The logic can include program code enabled to escalate support requests in the help module from the embedded knowledgebase to a remote, communicatively coupled response manager over a computer communications network.

Abstract: Disclosed are some examples of systems, apparatus, methods and storage media for generating and integrating experiences for a user to provide an amalgamated experience. In some implementations, a system includes an experience-generating platform configured to receive event data indicating the occurrence of an event; determine whether one or more triggers are satisfied based on the event data; when a one of the triggers is satisfied, identify a next one of the activities; and when a last one of the triggers is satisfied or a last one of the activities is determined to completed, determine that the experience has ended and identify a next activity associated with a next experience.

Abstract: The technology disclosed relates to creating an audit trail of data incorporation in user profiles. In particular, it relates to linking trust objects to fields of the user profiles. The technology disclosed also relates to maintaining an opt trail that captures user opt-ins by recording the circumstances surrounding opt-in actions. In particular, it relates to linking trust objects to user profiles that connect users to an advertising campaign. The technology disclosed further relates to tracking and measuring reputation of product models in consumer markets. In particular, it relates to assembling consumer feedback on the product models from online social networks and service records of the product models and applying sentiment analysis on the consumer feedback.

Abstract: The technology disclosed relates to connecting a user's location via a location mediation server with indications of interest in products and product groups and in real time. An application executing on a user's mobile computing device supplies a location. The location mediation server works with the application, using various allocations of effort, to match current locations to sales environments that set the product(s) of interest and, in some implementations, to product exemplars outside sales environments.

Abstract: Embodiments of the present invention address deficiencies of the art in respect to message response systems for customer service environments and provide a method, system and computer program product for dynamic message context driven application assembly in a customer service agent productivity suite of applications. In one embodiment of the invention, a message context driven application assembly method for a customer service agent productivity suite can be provided. The method can include determining a context of an inbound message in a message list of an agent user interface for the customer service agent productivity suite; selecting at least one application based upon the determined context; providing an activatable reference to the at least one application in the agent user interface; and, displaying the agent user interface to provide access to the at least one application through the activatable reference.

Abstract: Embodiments of the present invention address deficiencies of the art in respect to message response systems for customer service environments and provide a method, system and computer program product for dynamic message context driven application assembly in a customer service agent productivity suite of applications. In one embodiment of the invention, a message context driven application assembly method for a customer service agent productivity suite can be provided. The method can include determining a context of an inbound message in a message list of an agent user interface for the customer service agent productivity suite; selecting at least one application based upon the determined context; providing an activatable reference to the at least one application in the agent user interface; and, displaying the agent user interface to provide access to the at least one application through the activatable reference.

Abstract: Embodiments of the present invention address deficiencies of the art in respect to message response systems for customer service environments and provide a method, system and computer program product for dynamic message context driven application assembly in a customer service agent productivity suite of applications. In one embodiment of the invention, a message context driven application assembly method for a customer service agent productivity suite can be provided. The method can include determining a context of an inbound message in a message list of an agent user interface for the customer service agent productivity suite; selecting at least one application based upon the determined context; providing an activatable reference to the at least one application in the agent user interface; and, displaying the agent user interface to provide access to the at least one application through the activatable reference.

Abstract: Embodiments of the present invention provide a method, system and computer program product for user interface workflow composition. In an embodiment of the invention, a user interface workflow composition method can include loading a set of references to both human steps of a workflow and also automated steps of a workflow. Each of the human steps of the workflow references a corresponding user interface. Further, each of the human steps and automated steps of the workflow individually include contextual data. Individual graphical elements each representative of a selected one of the human steps and automated steps is placed into a canvas and transitions can be defined between different ones of the human steps and automated steps represented by corresponding ones of the graphical elements in the canvas resulting in the specification of a user interface workflow. Consequently, computer readable instructions can be generated for the user interface workflow.

Abstract: Embodiments of the present invention address deficiencies of the art in respect to inquiry resolution for KM systems and provide a method, system and computer program product for multi-channel answering services for inquiry resolution in a KM system. In an exemplary embodiment of the invention, a method for multi-channel answering services for inquiry resolution in a KM system can include receiving a request for interaction with an answering server of the KM system, extracting question text from the request along with question text meta-data, and deducing a context for the question text from the question text meta-data. Thereafter, the context can be analyzed to determine a preferred channel of communication, a preferred mode of interaction and a preferred delivery format for interacting with the answering server. Finally, the answer content can be provided for the question text according to the preferred channel of communication, the preferred mode of interaction and the preferred delivery format.

Abstract: Embodiments of the invention provide a method, system and computer program product for automated selection of a channel of support dependant upon the behavior of the customer. In one embodiment, a method for agile channeling inquiries to a customer relationship management system can be provided. The method can include receiving an inquiry from a customer to a customer relationship management system over a computer communications network. The method also can include inspecting an environment pertaining to the inquiry and matching the inspected environment to a specific channel of communication amongst multiple different channels of communication supported by the customer relationship management system, for example Web content, an e-mail, a live chat and a live phone call. Finally, the method can include responding to the inquiry through the matched specific channel of communications. In this way, a specific channel of communication can be selected to optimally respond to the inquiry.

Abstract: Embodiments of the present invention provide a method, system and computer program product for an embedded multi-channel knowledgebase for embedded product support. In one embodiment of the invention, an embedded multi-channel knowledgebase data processing system can be configured for embedded product support. The system can include a consumer appliance, a knowledgebase embedded in the consumer appliance, a help module disposed in the consumer appliance and programmed to provide access to the knowledgebase through the consumer appliance, and multi-channel escalation and reporting logic coupled to the help module. The logic can include program code enabled to escalate support requests in the help module from the embedded knowledgebase to a remote, communicatively coupled response manager over a computer communications network.

Abstract: Embodiments of the present invention address deficiencies of the art in respect to inquiry resolution for KM systems and provide a method, system and computer program product for multi-channel answering services for inquiry resolution in a KM system. In an exemplary embodiment of the invention, a method for multi-channel answering services for inquiry resolution in a KM system can include receiving a request for interaction with an answering server of the KM system, extracting question text from the request along with question text meta-data, and deducing a context for the question text from the question text meta-data. Thereafter, the context can be analyzed to determine a preferred channel of communication, a preferred mode of interaction and a preferred delivery format for interacting with the answering server. Finally, the answer content can be provided for the question text according to the preferred channel of communication, the preferred mode of interaction and the preferred delivery format.

Abstract: Embodiments of the present invention address deficiencies of the art in respect to message response systems for customer service environments and provide a method, system and computer program product for dynamic message context driven application assembly in a customer service agent productivity suite of applications. In one embodiment of the invention, a message context driven application assembly method for a customer service agent productivity suite can be provided. The method can include determining a context of an inbound message in a message list of an agent user interface for the customer service agent productivity suite; selecting at least one application based upon the determined context; providing an activatable reference to the at least one application in the agent user interface; and, displaying the agent user interface to provide access to the at least one application through the activatable reference.