Abstract: The present technology provides a workflow engine that creates custom workflows of sequential tasks with various dependencies and an input of a particular dataset of objects that needs to be operated on or analyzed to result in an intended output. The customization can include a number and order of sequential workflow steps as well as a number and function of jobs to be executed in parallel at each of the workflow steps. When the workflow jobs are ready to be run, they may be queued up with an asynchronous task message server that services a server that supports near real-time communications. The asynchronous task service may be a message-oriented middleware that provides a queue to parallelize tasks.

Abstract: A customer who is contacting customer care via a support session regarding a problem is classified into a customer category of multiple customer categories based at least on customer account information of the customer. A customer care topic in a predetermined set of multiple customer care topics that correspond to the problem is then identified via machine learning. A topic script that corresponds to the customer category of the customer for the customer care topic in the predetermined set of customer care topics is further retrieved or generated, in which the topic script includes one or more topic issues related to the customer care topics. The topic script is provided for presentation to a customer service representative (CSR) to prompt the CSR to discuss the one or more topic issues related to the customer care topic with the customer.

Abstract: A customer who is contacting customer care via a support session regarding a problem is classified into a customer category of multiple customer categories based at least on customer account information of the customer. A customer care topic in a predetermined set of multiple customer care topics that correspond to the problem is then identified via machine learning. A topic script that corresponds to the customer category of the customer for the customer care topic in the predetermined set of customer care topics is further retrieved or generated, in which the topic script includes one or more topic issues related to the customer care topics. The topic script is provided for presentation to a customer service representative (CSR) to prompt the CSR to discuss the one or more topic issues related to the customer care topic with the customer.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing assistance for customer service agents are disclosed. In one aspect, a method includes the actions of receiving, by a computing device, customer interaction data that reflects an interaction between a first user and a second user. The actions further include receiving, by the computing device, a customer summary file that reflects characteristics of the first user. The actions further include, based on the customer interaction data and the customer summary file, determining, by the computing device, instructions for the second user to continue interacting with the first user during the interaction between the first user and the second user. The actions further include, based on determining the instructions, providing, for output to the second user, the instructions for the second user to continue interacting with the first user.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing assistance for customer service agents are disclosed. In one aspect, a method includes the actions of receiving, by a computing device, customer interaction data that reflects an interaction between a first user and a second user. The actions further include receiving, by the computing device, a customer summary file that reflects characteristics of the first user. The actions further include, based on the customer interaction data and the customer summary file, determining, by the computing device, instructions for the second user to continue interacting with the first user during the interaction between the first user and the second user. The actions further include, based on determining the instructions, providing, for output to the second user, the instructions for the second user to continue interacting with the first user.

Abstract: This disclosure describes techniques that allow a coach-assist controller to provide coach support to a customer service representative (CSR) during an ongoing consumer-CSR interaction. The coach-assist controller may intercept a consumer-CSR interaction and generate corresponding interaction data. The coach-assist controller may further analyze the interaction data to infer a current state of the consumer-CSR interaction, and in doing so, determine whether to request coach support for the CSR.

Abstract: In general, this disclosure describes techniques for a health management system that schedules medical appointments based on a dialog with a user (e.g., a patient), clinical guideline information, and/or other information. The health management system may engage in a dialog with the user, the dialog including requests from the health management system for audio input to the user device and audio input from the user in response to each request. The health management system may extract information from the audio input and compare the extracted information to clinical guideline information to determine one or more probable health conditions of the user. The health management system may determine a time allotment, identify a health care provider type and a platform for a medical appointment based on the one or more probable health conditions.

Abstract: A data-holistic optimized patient-physician technology (DH-OPPT) system, embodied in a set of one or more modular subsystems, may provide a unique approach to the clinical medical process to achieve enhanced efficiency and accuracy at many points throughout the end to end process of providing clinical medical care. Among other actions, the system may access conversation data that includes pairs of text passages from a dialog with a patient and then input the conversation data into a machine learning model trained to perform inference of medical conditions based on pairs of text passages. The trained machine learning model may output an inferred medical condition of the patient. The system may cause revision of an electronic health record of the patient based on the inferred medical condition.

Abstract: A customer who is contacting customer care via a support session regarding a problem is classified into a customer category of multiple customer categories based at least on customer account information of the customer. A customer care topic in a predetermined set of multiple customer care topics that correspond to the problem is then identified via machine learning. A topic script that corresponds to the customer category of the customer for the customer care topic in the predetermined set of customer care topics is further retrieved or generated, in which the topic script includes one or more topic issues related to the customer care topics. The topic script is provided for presentation to a customer service representative (CSR) to prompt the CSR to discuss the one or more topic issues related to the customer care topic with the customer.

Abstract: A reconfigurable bed rack system and methods of manufacture and use that is dynamic, adaptable, lightweight, and easy to install are provided. The bed rack system may include a plurality of U-shaped modular telescoping support structures that allow for a height adjustment to the rack without uninstalling the rack from the truck bed. Through the telescoping feature of the U-shaped support structures, a height dimension of the bed rack system may be increased or decreased. One or more side and/or upper rails may extend between the plurality of U-shaped modular telescoping supports for attaching one or more mounting brackets to secure equipment, tools and/or supplies to the bed rack system. The rack system may also include a tire hoist bracket assembly including a hoisting system to store a spare tire against an upper, inner surface of the rack system.

Abstract: A reconfigurable bed rack system and methods of manufacture and use that is dynamic, adaptable, lightweight, and easy to install are provided. The bed rack system may include a plurality of U-shaped modular telescoping support structures that allow for a height adjustment to the rack without uninstalling the rack from the truck bed. Through the telescoping feature of the U-shaped support structures, a height dimension of the bed rack system may be increased or decreased. One or more side and/or upper rails may extend between the plurality of U-shaped modular telescoping supports for attaching one or more mounting brackets to secure equipment, tools and/or supplies to the bed rack system. The rack system may also include a tire hoist bracket assembly including a hoisting system to store a spare tire against an upper, inner surface of the rack system.

Abstract: This disclosure describes techniques that allow a coach-assist controller to provide coach support to a customer service representative (CSR) during an ongoing consumer-CSR interaction. The coach-assist controller may intercept a consumer-CSR interaction and generate corresponding interaction data. The coach-assist controller may further analyze the interaction data to infer a current state of the consumer-CSR interaction, and in doing so, determine whether to request coach support for the CSR.

Abstract: A card engine may dynamically configure content for display via user equipment (UE). A rules engine may provide constructs to the card engine in the form of card definitions, which the card engine may evaluate using facts obtained from a facts controller. The card engine may create a hierarchy of containers, which are logical abstracts for containing cards. The containers in the hierarchy, which may be organized as a tree, may contain card definitions according to respective themes determined by the card engine. Variants may be assigned weights which can be changed dynamically based on factors such as user behavior, account condition, promotions or offerings. The card having the highest weight within its container is advanced up the tree. When a card reaches the top level of the tree, it may be formatted for display via the user interface and transmitted to the UE accordingly.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing assistance for customer service agents are disclosed. In one aspect, a method includes the actions of receiving, by a computing device, customer interaction data that reflects an interaction between a first user and a second user. The actions further include receiving, by the computing device, a customer summary file that reflects characteristics of the first user. The actions further include, based on the customer interaction data and the customer summary file, determining, by the computing device, instructions for the second user to continue interacting with the first user during the interaction between the first user and the second user. The actions further include, based on determining the instructions, providing, for output to the second user, the instructions for the second user to continue interacting with the first user.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing assistance for customer service agents are disclosed. In one aspect, a method includes the actions of receiving, by a computing device, customer interaction data that reflects an interaction between a first user and a second user. The actions further include receiving, by the computing device, a customer summary file that reflects characteristics of the first user. The actions further include, based on the customer interaction data and the customer summary file, determining, by the computing device, instructions for the second user to continue interacting with the first user during the interaction between the first user and the second user. The actions further include, based on determining the instructions, providing, for output to the second user, the instructions for the second user to continue interacting with the first user.

Abstract: A reconfigurable bed rack system and methods of manufacture and use that is dynamic, adaptable, lightweight, and easy to install are provided. The bed rack system may include a plurality of U-shaped modular telescoping support structures that allow for a height adjustment to the rack without uninstalling the rack from the truck bed. Through the telescoping feature of the U-shaped support structures, a height dimension of the bed rack system may be increased or decreased. One or more side and/or upper rails may extend between the plurality of U-shaped modular telescoping supports for attaching one or more mounting brackets to secure equipment, tools and/or supplies to the bed rack system. The rack system may also include a tire hoist bracket assembly including a hoisting system to store a spare tire against an upper, inner surface of the rack system.

Abstract: A card engine may dynamically configure content for display via user equipment (UE). A rules engine may provide constructs to the card engine in the form of card definitions, which the card engine may evaluate using facts obtained from a facts controller. The card engine may create a hierarchy of containers, which are logical abstracts for containing cards. The containers in the hierarchy, which may be organized as a tree, may contain card definitions according to respective themes determined by the card engine. Variants may be assigned weights which can be changed dynamically based on factors such as user behavior, account condition, promotions or offerings. The card having the highest weight within its container is advanced up the tree. When a card reaches the top level of the tree, it may be formatted for display via the user interface and transmitted to the UE accordingly.