Abstract: Methods and systems determining customer satisfaction in a work environment via prescriptive analytics. Self-reported data related to the perception of an agent with respect to customer satisfaction in a work environment (e.g., a call center) can be collected via an interface (e.g., an agent dashboard) that allows the agent to enter the self-reported data regarding the customer satisfaction. The self-reported data can then be correlated with an actual customer satisfaction score associated with the agent to derive data indicative of an interaction between the agent and a customer(s). Feedback data can then be provided via the interface indicating a correctness of the self-reported data based on correlating the self-reported data with the actual customer satisfaction score.

Abstract: An apparatus, method and non-transitory computer readable medium for generating a graphical representation to motivate a plurality of employees in a call center are disclosed. For example, the apparatus includes a display comprising a plurality of pixels, wherein each one of the plurality of pixels represents one or more of the plurality of employees, a computer-readable medium storing the graphical representation and a processor in communication with the display and the computer-readable medium, wherein the processor receives an indication from an endpoint device of one of the plurality of employees when the one of the plurality of employees achieves a call center objective and the processor causes a pixel of the plurality of pixels associated with the one of the plurality of employees to turn on in accordance with the graphical representation, wherein the graphical representation comprises a pixel art shape.

Abstract: Systems and methods include an application operating on a device. The application causes the graphic user interface of the device to display an initial instruction to obtain a full-view image that positions all of an item within a field of view of a camera on the device. The application automatically recognizes identified features of the full-view image, by using a processor in communication with the camera. After displaying the initial instruction, the application causes the graphic user interface to display a subsequent instruction to obtain a zoom-in image that positions only a portion of the item within the field of view of the camera. Also the application automatically recognizes patterns from the zoom-in image, using the processor. Furthermore the application performs an authentication process using the identified features and the patterns to determine whether the item is valid, using the processor.

Abstract: Systems and methods include an application operating on a device. The application causes the graphic user interface of the device to display an initial instruction to obtain a full-view image that positions all of an item within a field of view of a camera on the device. The application automatically recognizes identified features of the full-view image, by using a processor in communication with the camera. After displaying the initial instruction, the application causes the graphic user interface to display a subsequent instruction to obtain a zoom-in image that positions only a portion of the item within the field of view of the camera. Also the application automatically recognizes patterns from the zoom-in image, using the processor. Furthermore the application performs an authentication process using the identified features and the patterns to determine whether the item is valid, using the processor.

Abstract: An apparatus, method and non-transitory computer readable medium for generating a graphical representation to motivate a plurality of employees in a call center are disclosed. For example, the apparatus includes a display comprising a plurality of pixels, wherein each one of the plurality of pixels represents one or more of the plurality of employees, a computer-readable medium storing the graphical representation and a processor in communication with the display and the computer-readable medium, wherein the processor receives an indication from an endpoint device of one of the plurality of employees when the one of the plurality of employees achieves a call center objective and the processor causes a pixel of the plurality of pixels associated with the one of the plurality of employees to turn on in accordance with the graphical representation, wherein the graphical representation comprises a pixel art shape.

Abstract: Methods and systems are presented for performing one or more printer device management functions in a network, in which affinities between printers are determined from job tracking data to indicate associations between printer devices and user devices, and the affinity data is used to perform one or more printer management functions such as determining printer connections for new or roaming user devices, print job redirection, and identification of underutilized printer device assets.

Abstract: Methods and systems determining customer satisfaction in a work environment via prescriptive analytics. Self-reported data related to the perception of an agent with respect to customer satisfaction in a work environment (e.g., a call center) can be collected via an interface (e.g., an agent dashboard) that allows the agent to enter the self-reported data regarding the customer satisfaction. The self-reported data can then be correlated with an actual customer satisfaction score associated with the agent to derive data indicative of an interaction between the agent and a customer(s). Feedback data can then be provided via the interface indicating a correctness of the self-reported data based on correlating the self-reported data with the actual customer satisfaction score.

Abstract: A computer-implemented system and method for controlling document image capture are provided. The method includes identifying a categorization model for categorizing image frames and configuring an image capture device, based on the identified categorization model. A flow of frames of a same document captured with the configured image capture device is received and an image representation generated for each of a plurality of frames within the flow of frames. With the identified categorization model, for each of the plurality of frames, a confidence for at least one category is assigned to the frame based on the image representation. A category is assigned to the document when a threshold confidence for one of the at least one categories is assigned. An automatic capture of an image of the document is triggered based on the assigned category.

Abstract: A computer-implemented system and method for controlling document image capture are provided. The method includes identifying a categorization model for categorizing image frames and configuring an image capture device, based on the identified categorization model. A flow of frames of a same document captured with the configured image capture device is received and an image representation generated for each of a plurality of frames within the flow of frames. With the identified categorization model, for each of the plurality of frames, a confidence for at least one category is assigned to the frame based on the image representation. A category is assigned to the document when a threshold confidence for one of the at least one categories is assigned. An automatic capture of an image of the document is triggered based on the assigned category.

Abstract: A system and method for generating separations between jobs in a batch of scanned pages are provided. The method includes, for each of a set of jobs, capturing an image of a representative page of the job. Thereafter, the method includes scanning the set of jobs as a batch to generate a set of scanned pages. The captured images are compared with scanned pages in the set of scanned pages to identify, for at least one captured image, a respective scanned page which matches the captured image. At least one separator is generated for separating the set of scanned pages based on a location of the matching scanned page(s).

Abstract: A computer implemented system and method are provided for refining category scores for pages of a sequence of document pages that potentially includes document boundaries. The method uses initial category scores provided by a categorizer that considers one page at a time or concatenated pairs of pages (called bipages). The category scores represent the probability that a page belongs to a particular category. The method uses anisotropic diffusion to refine the initial page category scores using the scores of neighboring pages as a function of the probability that there is a boundary between the pages. The method may be performed iteratively.

Abstract: A system and methods are disclosed to automatically extract data from documents, such as scanned paper forms and/or digital forms that need to be pre-configured to understand a layout for the forms to be processed. The system extracts data from the form definition at a two dimensional barcode and dynamically configures a workflow with services for extracting desired user filled information from the data fields present on the form. Support for a re-flowable service is provided.

Abstract: A computer implemented system and method are provided for refining category scores for pages of a sequence of document pages that potentially includes document boundaries. The method uses initial category scores provided by a categorizer that considers one page at a time or concatenated pairs of pages (called bipages). The category scores represent the probability that a page belongs to a particular category. The method uses anisotropic diffusion to refine the initial page category scores using the scores of neighboring pages as a function of the probability that there is a boundary between the pages. The method may be performed iteratively.

Abstract: A computer-implemented method and system for reconstructing a clean document from annotated document images and/or extracting annotations therefrom are provided. The method includes receiving a set of at least two annotated document images into computer memory, selecting a representative image from the set of annotated document images, performing a global alignment on each of the set of annotated document images with respect to the selected representative image, and forming a consensus document image based at least on the aligned annotated document images. A clean document based at least on the consensus document image is then formed which can be used for extracting the annotations.

Abstract: A system, method, and apparatus for mark recognition in an image of an original document are provided. The method/system takes as input an image of an original document in which at least one designated field is provided for accepting a mark applied by a user (which may or may not have been marked). A region of interest (RoI) is extracted from the image, roughly corresponding to the designated field. A center of gravity (CoG) of the RoI is determined, based on a distribution of black pixels in the RoI. Thereafter, for one or more iterations, the RoI is partitioned into sub-RoIs, based on the determined CoG, where at a subsequent iteration, sub-RoIs generated at the prior iteration serve as the RoI partitioned. Data is extracted from the RoI and sub-RoIs at one or more of the iterations, which allows a representation of the entire RoI to be generated which is useful in classifying the designated field, e.g., as positive (marked) or negative (not marked).

Abstract: A method and an apparatus for training a handwritten document categorizer are disclosed. For each category in a set into which handwritten documents are to be categorized, discriminative words are identified from the OCR output of a training set of typed documents labeled by category. A group of keywords is established including some of the discriminative words identified for each category. Samples of each of the keywords in the group are synthesized using a plurality of different type fonts. A keyword model is then generated for each keyword, parameters of the model being estimated, at least initially, based on features extracted from the synthesized samples. Keyword statistics for each of a set of scanned handwritten documents labeled by category are generated by applying the generated keyword models to word images extracted from the scanned handwritten documents. The categorizer is trained with the keyword statistics and respective handwritten document labels.

Abstract: A wordspotting system and method are disclosed. The method includes receiving a keyword and, for each of a set of typographical fonts, synthesizing a word image based on the keyword. A keyword model is trained based on the synthesized word images and the respective weights for each of the set of typographical fonts. Using the trained keyword model, handwritten word images of a collection of handwritten word images which match the keyword are identified. The weights allow a large set of fonts to be considered, with the weights indicating the relative relevance of each font for modeling a set of handwritten word images.

Abstract: A method for separating and categorizing documents includes receiving a scanned batch of documents. The batch includes scanned documents to which document separator stamps have been applied before scanning. Each stamp includes machine recognizable patterns applied on a same page of a document, spaced by a designated field for receiving a user-applied category code. The scanned batch of documents is processed to identify pages that contain a document separator, including identifying at least one of two spaced patterns. For a document page for which a document separator is identified, the the corresponding designated field is located and the category code associated with the designated field identified. The document containing the is separated from other documents in the batch based the identified separator and a document category is assigned to the document, based on the identified category code.

Abstract: A system categorizes one or more objects based at least in part upon one or more characteristics associated therewith. A first classifier includes a rule set to determine if each of the one or more objects meets or exceeds a quality threshold. A second classifier, orthogonal to the first classifier, includes a rule set to determine if each of the one or more objects meets or exceeds a quality threshold. In one embodiment, the quality threshold associated with the first classifier and the quality threshold associated with the second classifier are less than a predetermined target threshold. The result for each object of the first classifier is compared to the result of the second classifier. The object is categorized if the result of the first classifier and the result of the second classifier match. The object is uncategorized if the result of the first classifier does not match the result of the second classifier.

Abstract: A system and methods are disclosed to automatically extract data from documents, such as scanned paper forms and/or digital forms that need to be pre-configured to understand a layout for the forms to be processed. The system extracts data from the form definition at a two dimensional barcode and dynamically configures a workflow with services for extracting desired user filled information from the data fields present on the form. Support for a re-flowable service is provided.