Abstract: Methods and systems for merging a updated schema and a customized schema both derived from the same schema are presented. The schemas may be used by application programs as decision trees. The schemas may have categories with linked business objects. The categories may be organized by a hierarchy which defines relationships between the categories. The customized schema may be imported and merged with the updated schema. The merging may be based on the merging the paths of the updated schema with the paths of the customized schema. Additional steps may include merging the attributes of the updated and customized schemas, merging the application areas of the updated and customized schemas, and merging the attributes of the categories. Adjustments may be performed to the merged updated schema by a user or an application program. The results of merging may be recorded in a log.

Abstract: Systems and methods for intelligent information navigation in a graphical user interface (GUI) where a sequence of items is generated and stored in a memory of a computer system. A number of graphical elements are displayed on a screen of a GUI, wherein each graphical element corresponds to an item of the sequence of items, and wherein the graphical elements are ordered according to the sequence. When requested, the graphical elements scroll in a chosen direction to gradually include a new graphical element into the screen at the direction of scrolling. Respectively, the scrolling could gradually exclude from the screen a graphical element at opposite direction. An item of the sequence of items could be selected as a currently active item. The displayed graphical elements are automatically scrolled to move the graphical element corresponding to the currently active item at a focal position within the screen.

Abstract: Systems and methods for nested roadmap information navigation in a graphical user interface (GUI) where a sequence of items is generated and stored in a memory of a computer system. The sequence of items includes at least one compound item. A number of user interface (UI) elements are displayed in a GUI screen, wherein each UI element represents an item of the sequence of items, and wherein the UI elements are ordered according to the sequence of items. The displayed UI elements include a UI element representing a compound item of the sequence of items. The compound item could be selected as a currently active item. The UI element representing the selected compound item can gradually expand to display one or more new UI elements representing component items subordinate to the compound item. The first of the component items is automatically selected as a currently active item.

Abstract: Methods and apparatus, including systems and computer program products, for a services architecture design that provides enterprise services having customer relationship management functionality at the level of an enterprise application. The design includes a set of service operations, process components, and optionally deployment units. Suitable business objects are also described.

Abstract: One implementation provides a method for providing a solution to a problem durring an interaction. In this implementation, the method includes displaying to the user a first question and possible answers to the first question in a graphical user interface (GUI) upon identification of the problem. Each possible answer to the first question is associated with an electronic document stored in a first knowledge base. The method further includes receiving input from the user selecting one of the displayed answers to the first question during the interaction. In response to receiving this input, a name of the electronic document is displayed within the GUI. The electronic document whose name is displayed is associated with the selected answer to the first question and that provides a solution to the problem.

Abstract: Systems and methods for intelligent information navigation in a graphical user interface (GUI) where a sequence of items is generated and stored in a memory of a computer system. A number of graphical elements are displayed on a screen of a GUI, wherein each graphical element corresponds to an item of the sequence of items, and wherein the graphical elements are ordered according to the sequence. When requested, the graphical elements scroll in a chosen direction to gradually include a new graphical element into the screen at the direction of scrolling. Respectively, the scrolling could gradually exclude from the screen a graphical element at opposite direction. An item of the sequence of items could be selected as a currently active item. The displayed graphical elements are automatically scrolled to move the graphical element corresponding to the currently active item at a focal position within the screen.

Abstract: Systems and methods for nested roadmap information navigation in a graphical user interface (GUI) where a sequence of items is generated and stored in a memory of a computer system. The sequence of items includes at least one compound item. A number of user interface (UI) elements are displayed in a GUI screen, wherein each UI element represents an item of the sequence of items, and wherein the UI elements are ordered according to the sequence of items. The displayed UI elements include a UI element representing a compound item of the sequence of items. The compound item could be selected as a currently active item. The UI element representing the selected compound item can gradually expand to display one or more new UI elements representing component items subordinate to the compound item. The first of the component items is automatically selected as a currently active item.

Abstract: Methods and systems for merging a updated schema and a customized schema both derived from the same schema are presented. The schemas may be used by application programs as decision trees. The schemas may have categories with linked business objects. The categories may be organized by a hierarchy which defines relationships between the categories. The customized schema may be imported and merged with the updated schema. The merging may be based on the merging the paths of the updated schema with the paths of the customized schema. Additional steps may include merging the attributes of the updated and customized schemas, merging the application areas of the updated and customized schemas, and merging the attributes of the categories. Adjustments may be performed to the merged updated schema by a user or an application program. The results of merging may be recorded in a log.

Abstract: Systems, computer program products, and associated methods provide for selecting between manual and automatic operating modes based upon previous experience as quantified by confidence indicators. Confidence indicators are values that may each represent a likelihood that an associated candidate class or candidate object matches an incoming message, for example. Confidence indicator values may be updated according to previous manual selections or rejections of the associated class or object, for example. In an exemplary response management system, the selections may be for modes of operation that relate to classification of an incoming message, and/or suggestion of objects, for example.

Abstract: A graphical user interface (GUI) tool for maintaining categorization schemes includes a categorization area that displays user-input fields which may be used to define a number of categories and a number of links that form a categorization scheme. The categorization scheme is organized to enable the computer-executed process to categorize the data. The categorization causes the selection of categories that correspond to the data. The selection is made by making a category determination beginning at the top level and proceeding to the children of categories that correspond to the data.

Abstract: Methods and apparatus, including systems and computer program products, for a services architecture design that provides enterprise services having customer relationship management functionality at the level of an enterprise application. The design includes a set of service operations, process components, and optionally deployment units. Suitable business objects are also described.

Abstract: Systems, computer program products, and associated methods provide for selecting between manual and automatic operating modes based upon previous experience as quantified by confidence indicators. Confidence indicators are values that may each represent a likelihood that an associated candidate class or candidate object matches an incoming message, for example. Confidence indicator values may be updated according to previous manual selections or rejections of the associated class or object, for example. In an exemplary response management system, the selections may be for modes of operation that relate to classification of an incoming message, and/or suggestion of objects, for example.

Abstract: One implementation provides a method for providing a solution to a problem durring an interaction. In this implementation, the method includes displaying to the user a first question and possible answers to the first question in a graphical user interface (GUI) upon identification of the problem. Each possible answer to the first question is associated with an electronic document stored in a first knowledge base. The method further includes receiving input from the user selecting one of the displayed answers to the first question during the interaction. In response to receiving this input, a name of the electronic document is displayed within the GUI. The electronic document whose name is displayed is associated with the selected answer to the first question and that provides a solution to the problem.

Abstract: A graphical user interface (GUI) tool for maintaining categorization schemes includes a categorization area that displays user-input fields which may be used to define a number of categories and a number of links that form a categorization scheme. The categorization scheme is organized to enable the computer-executed process to categorize the data. The categorization causes the selection of categories that correspond to the data. The selection is made by making a category determination beginning at the top level and proceeding to the children of categories that correspond to the data.

Abstract: Programs and methods involve structuring categories coherently such that a single categorization scheme may be used to perform multiple business process steps. A method of responding to a received message includes analyzing content of a received message to select which of a plurality of predefined categories relates to the received message. Each predefined category has response information linked to it. If a first of a number of predefined computer-executable response modules is executed, then the first module executes using at least a first part of the response information linked to the selected category. If a second of the number of predefined computer-executable response modules is executed, then the second module executes using at least a second part of the response information linked to the selected category.

Abstract: A design process for implementing coherent categorization includes defining a categorization scheme, linking the categories to stored information, and providing at least two executable response modules for performing business processes using a single categorization. The design process can be used in the design-time environment to develop coherently categorized run-time modules. Although coherently categorized run-time modules perform different steps in a business process, they use stored information linked to the same category. As such, coherently categorized run-time modules perform steps in a business process using a single categorization step. This provides various performance and integration advantages to an enterprise, thereby reducing costs and improving efficiency.

Abstract: A system is disclosed to provide content analysis services. The system includes a classifier that provides one or more recommendations based on an incoming message. The classifier combines query-based classification and example-based classification to classify an incoming message. The system may include a user application that allows the classifier to process and respond to incoming messages.

Abstract: A method of performing diagnosis comprises performing in a computer system a plurality of automated diagnostic procedures that each either fails or passes depending on at least one condition in the computer system. If any of the automated diagnostic procedures fail, identifiers of failed automated diagnostic procedures are displayed on a graphical user interface of the computer system for selection by a user. Displayed on the graphical user interface is a user-selectable input control that, upon user selection of a displayed identifier, can initiate an automated remedy procedure that is associated with the failed automated diagnostic procedure.

Abstract: A system is disclosed to provide intelligent classification services. The system includes a classifier that provides one or more recommendations based on an incoming message. The system may include a user application that allows an incoming message to be processed by the classifier and may be utilized to respond to incoming messages.

Abstract: A system is disclosed to provide associative learning and recommendations. The system includes a learning engine recommendation process that provides one or more recommendations based on user input, a learning engine initiation process that generates initial training data, and a learning engine training process that transforms initial training data and subsequent training data into entity-pair relationships. The system may include user interfaces that allow each user to request and receive recommendations and a confirmation process that captures and stores training data based on user feedback regarding recommendations.