Abstract: A customer experience is improved through data mining and text mining technologies and that derive insights about a customer by analyzing interactions between the customer and a customer service agent. One or more numerical measurements of customer satisfaction are derived and recommended actions are provided to an agent to enhance the customer experience throughout a customer service lifecycle.

Abstract: A new class of carbon-based sorbents for vapor-phase mercury removal is disclosed in this invention. The optimum structure of the sorbent particles, and a method to produce the sorbent, are described. The sorbent is based on carbon particles with a metal-oxide coating on the surface. The thin metal-oxide layer acts as a barrier for the adsorption of Air Entrainment Admixture (AEA), the component used to stabilize bubbles in cement), thereby enhancing its concrete friendliness. The metal-oxide is coated on the surface of carbon, using a solution-based method. The metal-oxide coated carbon was further modified with sulfur molecules, to increase its mercury removal capacity.

Abstract: A new class of sorbents for the removal of mercury from contaminated water. The optimum structure of the sorbent particles and a method to produce the same is described. The newly developed carbon-based particles are differentiated from other sorbent particles by their high accessible surface area and high affinity towards mercury ions that leads to faster and higher mercury adsorption. The sorbent is based on carbon particles with a metal-oxide coating on the surface. The metal-oxide is coated on the surface of carbon, using a solution-based method. The metal-oxide coated carbon was further modified with sulfur molecules, to increase its mercury removal capacity.

Abstract: Computer hardware logic displays a computer-generated geographic map on a video display through the use of a receiving logic and a zooming logic. The receiving ic detects an input signal for initiating a map zoning mode for an initial computer-generated geographic map. This map zoning mode prevents zooming of the entire initial computer-generated geographic map. The zooming logic zooms a user-selected area on the initial computer-generated geographic map, thus generating a zoom window that displays and overlays an enlarged view of the user-selected area over the initial computer-generated geographic map.

Abstract: A context sensitive slider content area provides a slide out mechanism that is automatically actuated when additional information is needed during a chat session between an agent and a visitor, e.g. where a pre-chat and/or exit form is to be completed. The context sensitive slide out content area also provides problem resolution information to the visitor to help in solving problems, e.g. the top five problems; and also provides a self-service step-by-step wizard. A history section is provided with which the visitor can track back all previous steps carried out within the smart client. A history bar provides an iconic representation of all previous activities. A technique is also disclosed for executing various actions, such as form filling or requests for additional services, in a chat session.

Abstract: A method and a web-based system is provided that enables a customer service center of a company to provide its customers with a choice of different modes for establishing contact with customer service representatives. The different modes of contact are displayed on a single web page. The modes of contact include, but are not limited to call, chat, email and Internet talk. Further, the system provides information regarding the estimated wait time and the less busy time for the modes of contact. In addition, the system and method provide means for conducting a search in a knowledge database for automated responses to queries from customers. The system and method enables the customer to provide feedback for each interaction with the customer service center through the web page. Further, the system and method enable the storage of all interaction between each customer and the customer service center.

Abstract: Techniques are disclosed for enabling end users to subscribe to information content, without requiring the end user to initiate the subscription process. User patterns are observed, and content subscriptions are offered to users based on these observations. Preferably, the user is allowed to customize the offered subscription, including conditions to be evaluated before content is considered as being of interest to this user, and/or one or more actions to be taken when the conditions are met.

Abstract: A digital geographic map affords a user the ability to selectively and simultaneously zoom in on multiple areas of the map. These zoomed areas are displayed as zoom windows, which are overlaid over the initial map.

Abstract: A customer service issue prediction engine uses one or more models of issue probability. A method of multi-phase customer issue prediction includes a modeling phase, an application phase, and a learning phase. A telephonic interactive voice response (IVR) system predicts customer issues.

Abstract: A customer experience is improved through data mining and text mining technologies and that derive insights about a customer by analyzing interactions between the customer and a customer service agent. One or more numerical measurements of customer satisfaction are derived and recommended actions are provided to an agent to enhance the customer experience throughout a customer service lifecycle.

Abstract: Techniques are disclosed for programmatically determining one or more logical choices to be offered to users as conditions of a data query (e.g., for searching a content source), and enabling extensions to already-established queries to be programmatically created. A number of different aspects are described, and include programmatically determining all query conditions as well as allowing a user to specify (or request programmatic determination of) further conditions.

Abstract: A predictive model generator that enhances customer experience, reduces the cost of servicing a customer, and prevents customer attrition by predicting the appropriate interaction channel through analysis of different types of data and filtering of irrelevant data. The model includes a customer interaction data engine for transforming data into a proper format for storage, data warehouse for receiving data from a variety of sources, and a predictive engine for analyzing the data and building models.

Abstract: A method and a web-based system is provided that enables a customer service center of a company to provide its customers with a choice of different modes for establishing contact with customer service representatives. The different modes of contact are displayed on a single web page. The modes of contact include, but are not limited to call, chat, email and Internet talk. Further, the system provides information regarding the estimated wait time and the less busy time for the modes of contact. In addition, the system and method provide means for conducting a search in a knowledge database for automated responses to queries from customers. The system and method enables the customer to provide feedback for each interaction with the customer service center through the web page. Further, the system and method enable the storage of all interaction between each customer and the customer service center.

Abstract: In a method of generating a virtual map to a plurality of data files necessary for installing software on a computer that is coupled to a network, a primary directory that includes a plurality of links is generated. Each link points to a subdirectory that lists at least one file that is necessary for installing the software. Any subdirectories pointed to by any of the of links that contain redundant files are detected and any links pointing to redundant files are removed from the primary directory. All conflicts between files pointed to by any links of the plurality of links are detected and listed in a conflict report.

Abstract: A method for producing nanostructured multi-component or doped oxide particles and the particles produced therein. The process includes the steps of (i) dissolving salts of cations, which are either dopants or components of the final oxide, in an organic solvent; (ii) adding a dispersion of nanoparticles of a single component oxide to the liquid solution; (iii) heating the liquid solution to facilitate diffusion of cations into the nanoparticles; (iv) separating the solids from the liquid solution; and (v) heat treating the solids either to form the desired crystal structure in case of multi-component oxide or to render the homogeneous distribution of dopant cation in the host oxide structure. The process produces nanocrystalline multi-component or doped oxide nanoparticles with a particle size of 5–500 nm, more preferably 20–100 nm; the collection of particles have an average secondary (or aggregate) particle size is in the range of 25–2000 nm, preferably of less than 500 nm.

Abstract: A system and method is provided for identifying activity levels in a kitchen workspace and recommending zones which will facilitate the design and/or redesign of the kitchen workspace. In one embodiment, the invention relates to a software package for receiving user input relative to the user's activity level in the kitchen workspace and using that user input to identify the user's activity level and associate an identified activity level profile with one or more recommended zones for the kitchen workspace.

Abstract: An improved Built-In-Self-Test (BIST) architecture for Content Addressable Memory (CAM) devices, including a bit scanner for reading out the contents of the matchlines of the CAM cells as a serial bit stream; a bit transition detector that detects and determines the address of each bit transition in the serial bit stream; a state machine that generates bit addresses for each expected transition in the serial bit stream; and an analyser that compares expected transition bit addresses with detected transition addresses and declares a BIST failure if expected and detected transition addresses do not match at any point in the bit stream.

Abstract: A method of etching a magnetic material (e.g., nickel-iron alloy (NiFe), cobalt-iron alloy (CoFe), and the like) using a gas mixture comprising a hydrogen halide gas and a fluorocarbon-containing gas is disclosed. The method provides high etch selectivity for the magnetic materials over non-magnetic dielectric materials, such as aluminum oxide (Al2O3) and the like, as well as to photoresist.

Abstract: Techniques are disclosed for programmatically determining one or more logical choices to be offered to users as conditions of a data query (e.g., for searching a content source), and enabling extensions to already-established queries to be programmatically created. A number of different aspects are described, and include programmatically determining all query conditions as well as allowing a user to specify (or request programmatic determination of) further conditions.

Abstract: Techniques are disclosed for enabling end users to selectively subscribe to information content, without requiring the content provider to provide a subscription interface. A user preferably views a content source (such as a Web page) in a Web clipper, and selects content of interest. In preferred embodiments, the user's selection are then communicated to a component which transcodes them into a markup language document, and this document is used to create a set of one or more conditions to use when evaluating whether a subsequent version of the original content is of interest to this subscribing user. The conditions are preferably registered with a content matching component, and one or more actions to be taken upon a successful match are also stored for use at the time of the subsequent content evaluation.