Abstract: Systems and methods are described for merging customer profiles, such as may be implemented by a computer-implemented contact center service. In some aspects, a subset of profiles may be determined that satisfy merging criteria, where individual profiles include a plurality of data fields. At least one value in a first data field that conflicts between at least two profiles may be identified. Next a merged value may be selected for the first data field based on data deduplication criteria, where the data deduplication criteria includes at least one indicator of accuracy of values of the plurality of data fields. As a result of a determination that at least the subset of profiles of the group of profiles meet the merging criteria, at least the subset of profiles may be combined into a combined profile using the merged value.

Abstract: A system and method of semantic to non-semantic routing for locating an expert. An inquiry-type database has a first layer of inquiry types organized from underlying criteria groupings, (humanly understandable descriptors). Additional layers are associated in a one-to-one correspondence with the first layer of inquiry types. Experts, having individualized knowledge, are listed in a skill-set database associated with the inquiry types. The skill-set database entries are linked to the associated inquiry-type by a numerical routing identifier. An expert is selected from the skill-set database entry linked by the numerical routing identifier. In another embodiment, multiple enterprises are mapped to separate layers of inquiry types having a one-to-one correspondence with the underlying groupings. A skill-set database entry is related to the inquiry type through a numerical routing identifier, the identifier being selected from a respective range of identifiers associated with the respective multiple enterprises.

Abstract: A system and method of semantic to non-semantic routing for locating an expert. An inquiry-type database has a first layer of inquiry types organized from underlying criteria groupings, (humanly understandable descriptors). Additional layers are associated in a one-to-one correspondence with the first layer of inquiry types. Experts, having individualized knowledge, are listed in a skill-set database associated with the inquiry types. The skill-set database entries are linked to the associated inquiry-type by a numerical routing identifier. An expert is selected from the skill-set database entry linked by the numerical routing identifier. In another embodiment, multiple enterprises are mapped to separate layers of inquiry types having a one-to-one correspondence with the underlying groupings. A skill-set database entry is related to the inquiry type through a numerical routing identifier, the identifier being selected from a respective range of identifiers associated with the respective multiple enterprises.

Abstract: The present invention relates to a system and method of locating an expert having individualized knowledge of a seeker's request. A computer based match and route system is used to locate an expert. In the memory component of the system, a seeker profile is created and is embedded, prior to a request for an inquiry, with pre-selected inquiry criteria and values. An interactive problem definition page displays numerous inquiry criteria and values for a seeker to select. An expert having individualized knowledge regarding a seeker's request is located by filtering the pre-selected and seeker selected inquiry criteria and values.

Abstract: A rail pad assembly includes a rail pad for engagement with a rail and a protective member extending between the pad and a tie. Each of two notches formed at opposed ends of the rail pad conforms to a retainer shoulder component on the tie such the rail pad assembly is received onto and constrained on the tie. Flexible projections extend out away from the body of the rail pad in lateral directions and are located adjacent to one of the notches on the rail pad such that each flexible projection engages a laterally-outwardly sloped face surface on the shoulder component. The flexible projections are resiliently deflected relatively upward and wedge the rail pad between shoulder components so that the rail pad assembly is retained on the tie.

Abstract: A method of treating granules with a coating utilizing an apparatus having a feed chute, a diffuser mounted adjacent the feed chute, a spray nozzle, and an exit chute having a deflector disposed below the diffuser and spray nozzle. The method comprises the steps of: feeding the granules into the feed chute; intersecting the granules with an angled wall of the diffuser to create a curtain of granules falling about a base of the diffuser; spraying the coating from the spray nozzle downwardly away from the diffuser toward the deflector of the exit chute in a predetermined conical pattern; and intersecting the granules with the deflector to redirect the granules into the conical pattern of the coating for treating each of the granules with the coating. The subject invention provides a method of efficiently treating a large throughput of granules with an appropriate amount of coating.

Abstract: An apparatus and method for treating a plurality of particles with a coating. The apparatus includes a feed chute and a diffuser having an angled wall to define a gap between the feed chute and the diffuser. An applicator sprays a coating for treating a plurality of particles and an exit chute captures the treated particles. A flow control device is provided for dynamically adjusting a size of the gap between the feed chute and the diffuser as the particles pass through the gap for ensuring a predetermined flow rate of the particles about the diffuser is maintained.

Abstract: The present invention relates to a system and method of locating an expert having individualized knowledge of a seeker's request. A computer based match and route system is used to locate an expert. In the memory component of the system, a seeker profile is created and is embedded, prior to a request for an inquiry, with pre-selected inquiry criteria and values. An interactive problem definition page displays numerous inquiry criteria and values for a seeker to select. An expert having individualized knowledge regarding a seeker's request is located by filtering the pre-selected and seeker selected inquiry criteria and values.

Abstract: A rail pad assembly and an associated method for use with a concrete rail tie. The assembly includes rail pad for engagement with a metal rail and a protective sheet for interposition between the rail pad and the tie. The rail pad is releasably attachable to the sheet such that releasing attachment occurs without destruction.

Abstract: A system and method of semantic to non-semantic routing for locating an expert. An inquiry-type database has a first layer of inquiry types organized from underlying criteria groupings, (humanly understandable descriptors). Additional layers are associated in a one-to-one correspondence with the first layer of inquiry types. Experts, having individualized knowledge, are listed in a skill-set database associated with the inquiry types. The skill-set database entries are linked to the associated inquiry-type by a numerical routing identifier. An expert is selected from the skill-set database entry linked by the numerical routing identifier. In another embodiment, multiple enterprises are mapped to separate layers of inquiry types having a one-to-one correspondence with the underlying groupings. A skill-set database entry is related to the inquiry type through a numerical routing identifier, the identifier being selected from a respective range of identifiers associated with the respective multiple enterprises.

Abstract: A rail pad assembly and an associated method for use with a concrete rail tie. The rail pad assembly includes a rail pad for engagement with a metal rail, a protective sheet for engagement with a concrete rail tie, and means for attaching the rail pad to the sheet integrally formed in at least one of the rail pad and the protective sheet. In one specific example, the protective sheet is made from ultrahigh molecular weight polyethylene.

Abstract: The present invention relates to a system and method of categorizing a user's inquiry and defining the scope of the assistance sought by creating a subject list style. A subject list style is created in a computer based match and route system by selecting a quantity of inquiry criteria and values to present to a user in an interactive manner. The inquiry criteria and values are organized into one or more groups, and an interrelationship between them is defined within each group. The interrelationship may be independent, hierarchical and a combination of independent/hierarchical. Additionally, a parameter is designated that indicates a source of retrieving the inquiry criteria and values. Such a subject list is then presented to a user in an interactive problem definition page.