Abstract: A digital display of an active window is provided. An application, separate from the application providing the digital display, is capable of identifying an artifact in the active window of the digital display without a priori knowledge or an application programming interface to the application providing the digital display. The artifacts may be alpha-numeric artifacts or non-alpha-numeric artifacts. The active window may be examined in multiple dimensions including 2 dimensions, 3 dimensions or more. Alpha-numeric artifacts, once identified, are pre-processed to remove anti-aliasing to allow for processor optical recognition.

Abstract: A customer service center (answer resource management system) and method are described herein for answering an inquiry from a customer by combining human interaction and software automation through a transparent interface. Basically, the customer service center is capable of receiving an inquiry (e.g., question, request) from a customer and providing the customer with an answer to the inquiry through a transparent interface on one side of which is the customer and on another side of which is an automated system and an agent. If the automated system is not capable a providing the answer to the customer, then the agent can be consulted in order to provide the answer to the customer. The transparent interface (e.g., text-to-speech interface) is designed such that the agent can provide the answer to the customer without needing to talk directly with the customer.