Abstract: A system for measuring effectiveness of a customer service platform comprises a server configured to receive a first set of data related to an interaction between a first person and an automated communication channel, receive a second set of data related to a conversation between the first person and a second person on a call, determine, from the first set of data, a third set of word(s) that describe an intent of the first person to perform a task via the customer service platform, determine, from the second set of data, a fourth set of word(s) that describes an outcome accomplished during the call, calculate a value that describes a similarity between the third set of word(s) and the fourth set of word(s), and determine an effectiveness measure of the customer service platform based at least in part on a comparison of the value with a pre-determined threshold.

Abstract: A system and method for intelligently routing calls between customers and agents. The system and method use knowledge graphs to generate route recommendations for a route selection system. The system uses dynamically selected objective functions to generate the route recommendations. The objective functions may be selected according to the intent of the call. The system and method can also be used to reroute ongoing calls when the intent of the call changes.

Abstract: Data processing for objects with unknown data structures, including receiving a processing request for a business object having an unknown business object data structure, where data for the business object is stored in a persistent data store having an unknown persistent data structure, and the processing request includes a reference to the business object and a processing instruction. Embodiments typically also include: inferring the business object data structure from metadata describing the business object; inferring the persistent data structure from metadata describing the persistent data structure; validating the business object data structure with respect to the persistent data structure; creating a data object structured according to the persistent data structure; transforming data values from the business object to the data object; and applying the processing instruction, with the data object, to the persistent data store.

Abstract: The present invention is a method and system that enables reference processes that have access to a long running object to maintain the current access to this object while this object performs a re-initialization operation in order to refresh data contained in the object. The system of the invention comprises a long running object manager that controls the re-initialization process of an object registered with the object manager. In operation, a reference program establishes a connection to the long running for purposes of accessing information in the object. This connection to the object is noted in the object manager. At this point, during the connection of the reference to the long running object, there is an event to trigger a re-initialization of the long running object. The object manager notifies the object of the trigger and holds the references that are connected to this object. The object receives the re-initialization signal, performs the re-initialization and sends a reply to the object manager.

Abstract: The present invention is a method and system that enables reference processes that have access to a long running object to maintain the current access to this object while this object performs a re-initialization operation in order to refresh data contained in the object. The system of the invention comprises a long running object manager that controls the re-initialization process of an object registered with the object manager. In operation, a reference program establishes a connection to the long running for purposes of accessing information in the object. This connection to the object is noted in the object manager. At this point, during the connection of the reference to the long running object, there is an event to trigger a re-initialization of the long running object. The object manager notifies the object of the trigger and holds the references that are connected to this object. The object receives the re-initialization signal, performs the re-initialization and sends a reply to the object manager.