Abstract: This disclosure relates to method and system for determination of personality traits of agents in a contact center. The method includes retrieving textual data corresponding to a conversation between a first agent and a first customer. The method further includes generating a natural language justification corresponding to a set of personality traits of the first agent based on the textual data through a first Machine Learning (ML) model. The natural language justification may include one or more sentences. The one or more sentences may include a mapping of the textual data with the set of personality traits and a qualitative label associated with each of the set of personality traits. The method further includes determining a value corresponding to each of the set of personality traits of the first agent through the first ML model based on the natural language justification and the associated qualitative label.

Abstract: Systems and methods for improved management of sentiments over conventional approaches are disclosed. Supervised approach is used to augment the rule-based approach for classification. Initially, sentiment evaluation is performed by the system using a rule based approach and an interface is provided to the user to give feedback on the correctness of evaluated sentiment. This feedback is used by the sentiment evaluation system to update the set of rule-based and also apply the supervised approach to train the classifier for evaluating complex posts.

Abstract: System and methods for anonymizing data is disclosed. The method includes intercepting a communication, identifying sensitive data in the communication and transmitting data to an anonymization engine for masking. Masked data is received from the anonymization engine and transmitted to a client device.

Abstract: Systems and methods for improved management of sentiments over conventional approaches are disclosed. Supervised approach is used to augment the rule-based approach for classification. Initially, sentiment evaluation is performed by the system using a rule based approach and an interface is provided to the user to give feedback on the correctness of evaluated sentiment. This feedback is used by the sentiment evaluation system to update the set of rule-based and also apply the supervised approach to train the classifier for evaluating complex posts.

Abstract: A framework for supporting one or more repair processes of one or more aircraft. The repair processes are based on repair information or repair solution corresponding to the damages to one or more structural components of the aircraft. The framework includes a knowledge engine, and a deployment engine. The knowledge engine automatically generates one or more knowledge interpretation systems based on the user inputs. The knowledge interpretation systems provide the repair information corresponding to the various structural components of the aircraft based on the user inputs. The deployment engine fulfills the deployment requirements corresponding to the one or more knowledge interpretation systems.

Abstract: Systems and methods for leveraging social data by entities to acquire new customers through social channels are disclosed. Offers are personalized as these are transmitted based on the desire of the prospect, which may be expressed through network activities. The interest profile of members of social network communities is determined and offers are propagated through conduits having a high influence score. Implementation of these engines is disclosed. If there are multiple people connected to a conduit, the prospect whose degree of social interaction is high may be considered for making the offer available to the prospect.

Abstract: The disclosed embodiments relate to a method for improving customer service efficiency. The method preferably comprises receiving information from a customer, identifying an issue based on the information received from the customer, and determining, by a computing device, whether a solution resolving the identified issue exists in a knowledge database that associates customer issues with known solutions, wherein the knowledge database includes information based on historical data, expert knowledge, one or more diagnostic techniques, and one or more language models. The disclosed embodiment also relates to a system and computer-readable code that can be used to implement the exemplary methods.

Abstract: Systems, methods, and computer-readable media for anonymizing data include: intercepting a communication; identifying sensitive data in the communication; transmitting the sensitive data to an anonymization engine; receiving masked data from the anonymization engine; and transmitting the masked data.

Abstract: A framework for supporting one or more repair processes of one or more aircraft. The repair processes are based on repair information or repair solution corresponding to the damages to one or more structural components of the aircraft. The framework includes a knowledge engine, and a deployment engine. The knowledge engine automatically generates one or more knowledge interpretation systems based on the user inputs. The knowledge interpretation systems provide the repair information corresponding to the various structural components of the aircraft based on the user inputs. The deployment engine fulfils the deployment requirements corresponding to the one or more knowledge interpretation systems.

Abstract: A framework for supporting one or more repair processes of one or more aircraft. The repair processes are based on repair information or repair solution corresponding to the damages to one or more structural components of the aircraft. The framework includes a knowledge engine, and a deployment engine. The knowledge engine automatically generates one or more knowledge interpretation systems based on the user inputs. The knowledge interpretation systems provide the repair information corresponding to the various structural components of the aircraft based on the user inputs. The deployment engine fulfils the deployment requirements corresponding to the one or more knowledge interpretation systems.