Abstract: A processor executes a process including: retrieving a knowledge article from a knowledgebase, the knowledge article pertaining to an operation performed by an agent and which is to be automated; parsing the knowledge article to extract intents, conditions and instructions from the knowledge article; identifying data referenced in the knowledge article, including fields and screen elements on one or more display screens presented to the agent for performing the operation; and processing the identified data to generate executable code for an execution engine so as to automate the operation.

Abstract: An interactive voice response (IVR) system adaptor causes the media player of an IVR system to present a user with a first option to proceed with an audio-only call and a second option to experience a multimedia call including display of visual information on the user device. When the user selects the first option, the proxy IVR interface passes first messages output from the media player to an application server of the IVR system, and passes second messages from the application server to the media player. When the user selects the second option, the IVR system adaptor receives third messages from the user device, translates the third messages into the first messages, passes the first messages to the application server, in response thereto receives the second messages from the application server, converts the second messages to fourth messages, and sends the fourth messages to the user device.

Abstract: A method and system support an interaction of a user with a self service application via a self service access terminal, which may be a mobile device. The user employs the self service access terminal to navigate a decision tree associated with the self service application. When the user reaches a point in the decision tree which indicates that an agent-assisted service session should be initiated between the user and a human agent, the voice call may be initiated and data associated with the interaction with the self service application is communicated to an agent computer which displays the data to the human agent who handles the voice call. The data may include user data, environmental data, line-of-business data pertaining to the user, and/or data indicating the path on the decision tree which the user traversed prior to the voice call.

Abstract: A method includes: determining that an agent-assisted service session should be initiated between a user and a human agent at some point after the user has initiated a user session, wherein the user session produces user session data; generating one or more temporary agent access numbers through which a communication channel may be established between the user and the human agent for the agent-initiated session; communicating a selected one or more of the temporary agent access numbers to the user in response to the determination that an agent-assisted service session should be initiated; establishing a communication channel for the agent-assisted session between the user and the human agent via a particular agent access number among the selected one or more temporary agent access numbers; associating the user session data with the agent-assisted session; and communicating the user session data to the human agent in conjunction with the agent-assisted session.

Abstract: A method includes: determining that an agent-assisted service session should be initiated between a user and a human agent at some point after the user has initiated a user session, wherein the user session produces user session data; generating one or more temporary agent access numbers through which a communication channel may be established between the user and the human agent for the agent-initiated session; communicating a selected one or more of the temporary agent access numbers to the user in response to the determination that an agent-assisted service session should be initiated; establishing a communication channel for the agent-assisted session between the user and the human agent via a particular agent access number among the selected one or more temporary agent access numbers; associating the user session data with the agent-assisted session; and communicating the user session data to the human agent in conjunction with the agent-assisted session.

Abstract: A method and system support an interaction of a user with a self service application via a self service access terminal, which may be a mobile device. The user employs the self service access terminal to navigate a decision tree associated with the self service application. When the user reaches a point in the decision tree which indicates that an agent-assisted service session should be initiated between the user and a human agent, the voice call may be initiated and data associated with the interaction with the self service application is communicated to an agent computer which displays the data to the human agent who handles the voice call. The data may include user data, environmental data, line-of-business data pertaining to the user, and/or data indicating the path on the decision tree which the user traversed prior to the voice call.

Abstract: A method of generating a service from at least one existing (legacy) computer software application executable on a MICROSOFT WINDOWS® operating system includes navigating the application(s), intercepting messages between the application(s) and a MICROSOFT WINDOWS® operating system at a WINDOWS messaging layer to automatically capture a plurality of controls and data and to automatically record a script for the application(s), and generating a service for executing the script. The service may be invoked by a Web client or application to exploit the functionality of the legacy application(s).

Abstract: A presentation manager accepts standard commands or modified commands from legacy applications to provide text-based and graphic-based user interfaces. The presentation manager efficiently generates graphic-based displays for legacy applications by directly retrieving graphic definitions according to conventional host commands. The presentation manager provides standard host display protocol messaging for text-based clients (e.g., 3270 and 5250 terminals) and provides appropriate protocol messaging for other clients (e.g., graphical user interfaces and JAVA). Methods are provided for determining the protocol supported by a client.