Abstract: A system for recognizing processes performed by a call center agent during a session may collect input data by initiating a screen capture logging thread to capture screen shots of a desktop of the electronic device during a session. The system analyzes the input data to generate one or more events, generates a mid-level event log comprising one or more of the events, and performs action recognition on the mid-level event log to ascertain one or more actions that were performed within the one or more graphical user interfaces by the call center agent during the session.

Abstract: A system and method for characterizing textual data by generating a first data abstraction based on a set of textual data. The first data abstraction can be presented to a user, and the user can provide instructions to make changes to the first data abstraction to generate a second data abstraction. The textual data can be extracted and characterized from the set of textual data using the second data abstraction.

Abstract: The present invention generally relates to systems and methods for document redaction. The disclosed techniques adapt to the needs of different levels of data sensitivity and different needs for disclosure or analysis by using pre-defined templates related to use cases, and mapping those to the relative sensitivity of private data types both in their natural form and after redaction by various redaction types. In this way, data is given the appropriate level of protection within the needs of a given use case.

Abstract: The present invention generally relates to systems and methods for visual process analysis. The disclosed techniques can include: obtaining a theoretical and an empirical process model, generating a theoretical process layout corresponding to the theoretical process model, where the theoretical process layout is generated using a layout algorithm, generating an empirical process layout corresponding to the empirical process model, where the empirical process layout is generated using the layout algorithm, superposing the empirical process layout onto the theoretical process layout, such that a superposition layout is generated, annotating the superposition layout based on ugliness indicators, such that an annotated superposition layout is generated, and causing the annotated superposition layout to be displayed.

Abstract: The present invention generally relates to systems and methods for checking the conformance of a process behavior against a theoretical process model, and for further providing a detailed diagnostic regarding the process behavior's expectedness and frequency. The provision of this detailed diagnostic includes discovering the empirical models generated by the system's business processes, and matching the defined process model to its corresponding empirical model.

Abstract: A system and method for characterizing textual data by generating a first data abstraction based on a set of textual data. The first data abstraction can be presented to a user, and the user can provide instructions to make changes to the first data abstraction to generate a second data abstraction. The textual data can be extracted and characterized from the set of textual data using the second data abstraction.

Abstract: A process discovery system that includes an offline system training module configured to cluster similar process log traces using Non-negative Matrix Factorization (NMF) with each cluster representing a process model, and learn a Conditional Random Field (CRF) model for each process model and an online system usage module configured to decode new incoming log traces and construct a process graph in which transitions are shown or hidden according to a tuning parameter.

Abstract: The present invention generally relates to systems and methods for visual process analysis. The disclosed techniques can include: obtaining a theoretical and an empirical process model, generating a theoretical process layout corresponding to the theoretical process model, where the theoretical process layout is generated using a layout algorithm, generating an empirical process layout corresponding to the empirical process model, where the empirical process layout is generated using the layout algorithm, superposing the empirical process layout onto the theoretical process layout, such that a superposition layout is generated, annotating the superposition layout based on ugliness indicators, such that an annotated superposition layout is generated, and causing the annotated superposition layout to be displayed.

Abstract: A method, non-transitory computer readable medium, and apparatus for recommending a repair for a business process are disclosed. For example, the method identifies an empirical process graph that corresponds to a theoretical process graph of the business process, decomposes the theoretical process graph into one or more sub-process graphs, identifies a portion of the empirical process graph to compare to one of the one or more sub-process graphs, compares the portion of the empirical process graph to the one of the one or more sub-process graphs to calculate a remainder, repeats the identifying and the comparing for each one of the one or more sub-process graphs and recommends a list of one or more repairs, wherein each one of the one or more repairs corresponds to a respective remainder calculated in the comparing.

Abstract: Methods and systems receive a service name, a service description, and/or operational steps of a service being registered. A first menu of previously established service class choices is provided in ranked order based on the service name, service description, and/or operational steps. Similarly, second and third menus of previously established class input/output mappings to inputs and outputs (required and produced by the operational steps of the service being registered) is presented in a ranked order, based on similar input/outputs of the selected service class. A fourth menu of previously established class transformations is provided in ranked order based on the similarity of inputs and outputs required for the operational steps of the service being registered, and inputs and outputs of the selected service class. The service is registered based on the selected service class, the selected class input mappings, the selected class output mappings, and the selected transformations.

Abstract: A process definition is partitioned for execution in a system architecture that enables the communication and meta-orchestration of multiple distributed engines. The partitioning method creates separate scripts for each group (execution engine, computer, distributed computer, etc.) where each script has the same representation as the original control flow, but keeps local services and replaces remote services with data flow messages and synchronization points. This method ensures that the resulting process has the same result as the original process executed with a single engine. Additional advantages include: the number of partitions of the process is minimized to equal to the number of distributed engines; the communication between engines is minimized to only data flow messages; there is no dependency on a specific process representation such as BPMN; and reduced implementation complexity.

Abstract: A process discovery system that includes an offline system training module configured to cluster similar process log traces using Non-negative Matrix Factorization (NMF) with each cluster representing a process model, and learn a Conditional Random Field (CRF) model for each process model and an online system usage module configured to decode new incoming log traces and construct a process graph in which transitions are shown or hidden according to a tuning parameter.

Abstract: A system and method for predicting the class of future customer calls to a call center. Saved call data is analyzed using a robust tokenizer of a computerized device. The tokenizer transforms a sequence of characters in a call summary field of the saved call data into a sequence of tokens. Tokenized call data is produced. Multiple maximum entropy (MaxEnt) models are created based on the tokenized call data, using the computerized device. The MaxEnt models produce a probability distribution of all classes for a next call to a call center. A conditional random field (CRF) classifier is trained with the MaxEnt models and information from the saved call data, using the computerized device. The CRF classifier uses chronologically ordered sequences of prior calls to the call center and predicts a class for a new call to the call center based on the saved call data. A call class prediction is produced for the new call received from a returning customer based on the CRF classifier and the MaxEnt model.

Abstract: The present invention generally relates to systems and methods for document redaction. The disclosed techniques adapt to the needs of different levels of data sensitivity and different needs for disclosure or analysis by using pre-defined templates related to use cases, and mapping those to the relative sensitivity of private data types both in their natural form and after redaction by various redaction types. In this way, data is given the appropriate level of protection within the needs of a given use case.

Abstract: The present invention generally relates to systems and methods for checking the conformance of a process behavior against a theoretical process model, and for further providing a detailed diagnostic regarding the process behavior's expectedness and frequency. The provision of this detailed diagnostic includes discovering the empirical models generated by the system's business processes, and matching the defined process model to its corresponding empirical model.

Abstract: Disclosed are a method and a system for comparing established workflows against a workflow pattern to determine their degree of compatibility with this workflow pattern. In the method and system, compatibility scores between established workflows and a workflow pattern can be determined. To determine the compatibility score between a workflow pattern, which comprises first tasks, and an established workflow, which comprises second tasks, equivalent tasks in the established workflow can be identified. Then, dependency matrices can be constructed for the first tasks in the workflow pattern and the equivalent tasks in the established workflow. These dependency matrices can be compared in order to identify any dependency relation matches in corresponding task pairs. Values can be assigned to the dependency relation matches and compatibility scores can be determined based on the sum of those values.

Abstract: A process definition is partitioned for execution in a system architecture that enables the communication and meta-orchestration of multiple distributed engines. The partitioning method creates separate scripts for each group (execution engine, computer, distributed computer, etc.) where each script has the same representation as the original control flow, but keeps local services and replaces remote services with data flow messages and synchronization points. This method ensures that the resulting process has the same result as the original process executed with a single engine. Additional advantages include: the number of partitions of the process is minimized to equal to the number of distributed engines; the communication between engines is minimized to only data flow messages; there is no dependency on a specific process representation such as BPMN; and reduced implementation complexity.

Abstract: Disclosed is a method and system for optimizing a workflow planning via the selection of service providers and data centers according to various QoS (Quality of Service) metrics. The algorithm handles multiple QoS parameters and does not require an a priori weighting of their importance, a typical requirement of other approaches to this problem. This is accomplished by using an algorithm that will guarantee that no alternative solution will be strictly better in all QoS criteria than the chosen solution. A variant of the algorithm to specify the preference order among the QoS parameters is also disclosed.

Abstract: Methods and systems receive a service name, a service description, and/or operational steps of a service being registered. A first menu of previously established service class choices is provided in ranked order based on the service name, service description, and/or operational steps. Similarly, second and third menus of previously established class input/output mappings to inputs and outputs (required and produced by the operational steps of the service being registered) is presented in a ranked order, based on similar input/outputs of the selected service class. A fourth menu of previously established class transformations is provided in ranked order based on the similarity of inputs and outputs required for the operational steps of the service being registered, and inputs and outputs of the selected service class. The service is registered based on the selected service class, the selected class input mappings, the selected class output mappings, and the selected transformations.

Abstract: A method, non-transitory computer readable medium and apparatus for performing competency management on a work flow are disclosed. For example, the method receives the work flow, wherein the work flow comprises a plurality of components, identifies a human task component of the plurality of the components of the work flow, extracts, via a processor, a set of skills required for the human task component, matches, via the processor, the set of skills to a signature and finds, via the processor, a candidate based on the signature that matches the set of skills.