Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for facilitating online conversation. In one aspect, a method includes determining that a user has submitted a question to be viewed by trusted participants of an online conversation, wherein the trusted participants include the user, one or more advertisers and one or more social network friends of the user, obtaining a reply to the question from one of the trusted participants, and providing the reply to the trusted participants.

Abstract: A method and system for conducting an elemental analysis of a job's functions and requirements, conducting a medical diagnosis of a worker to determine the physical capabilities and limitations of the worker, and comparing the elemental analysis and the medical diagnosis to determine whether the worker can function in a particular job be it the current job, another existing job or a modification of either.

Abstract: A PIM application provides a single page natural language interface for entering and managing PIM data. The natural language interface may receive a natural language entry as a text character string. The entry may be associated with a task, calendar, contact or other PIM data type. The received entries are processed (for example, parsed) to determine the PIM data type and other information. The original entry is not discarded from the natural language interface as a result of processing. After processing one or more received natural language entries, the entries remain in the natural language interface to be viewed and managed. The entry is maintained so it can be managed with other natural language entries provided in the interface.

Abstract: A computer implemented method, system, and/or computer program product collaboratively reallocate resources across business modules. A collaboration vector, which describes primary and second abilities for each of multiple resources, is defined. A decision matrix is created from multiple collaboration vectors, and a pipeline for transferring the multiple resources among multiple business modules is defined based on the decision matrix. A recurring time interval to measure an effectiveness of the multiple business modules is defined, and the multiple resources are reallocated according to a measured effectiveness of the multiple business modules. The collaborative matrix is optimized to reflect reallocation of the multiple resources.

Abstract: Described herein is technology for, among other things, an electronic services marketplace. The technology involves establishing a first tier of service providers, establishing a second tier of service providers, routing a service order to the first tier of service providers, and routing the service order to the second tier of service providers if the service order is not accepted by one of the first tier service providers.

Abstract: A computer implemented method, system, and/or computer program product generate an optimal training policy and an optimal promotion policy to accommodate an upcoming project. Required new job positions are identified for an upcoming project. A skillset matrix, which describes a current skill level of each worker in a work unit, and a promotion matrix, which describes historical evaluations of how well each worker achieved predefined goals of past projects, are generated. The skillset matrix is utilized to create an optimal training policy that identifies which workers are in need of additional training in order to qualify for one or more of the identified new job positions, and the promotion matrix is utilized create an optimal promotion policy that identifies which workers will be candidates for being promoted into one or more of the identified said new job positions.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium are presented, for providing incident notifications. The systems and processes disclosed here automatically generate and send notifications relating to an incident in accordance with an enterprise's business rules and provide real time reporting of all communications relating to the incident.

Abstract: Methods and systems for communicating via an interactive communication session. Some embodiments include transmitting lives video images of a jewelry consultant, a jewelry designer, a jewelry item and results of various tests that are applied to a jewelry item.

Abstract: A trust look-up protocol is described that allows a meta-trusted third party, or trust directory, to mediate between parties of potential business collaborations and trusted third parties that are counted on to authorize or otherwise validate the business collaborations. The trust directory receives a trust request for a collaboration from one or more parties, and, based on the request, determines a specialty of a trusted third party that is suited to the request and the collaboration. The trust directory then obtains interface information for the trusted third party for forwarding to the requesting party. In this way, the trusted third party may make a determination as to whether the requesting party should proceed in the business collaboration. Afterwards, the trust directory may monitor communications that take place as part of the collaboration, for use in evaluating future requests and collaborations.

Abstract: Each work item from a group of work items is categorized as either complex or intense, and a unique work requirement statement is derived for each work item based on whether it is complex or intense. A unique resource value statement is assigned to different human resources. Past performances of the human resources are analyzed against completed work items in order to adjust the unique resource value statement, thus creating updated human resource value statements. An optimized work requirement statement is created by recalculating the unique work requirement statement for each work item based on the updated human resource value statements. A schedule for automated allocation of human resources to functional areas of an enterprise activity environment and scheduling of work items to the functional areas is formulated based on the optimized requirement statement for each work item in the group of work items.

Abstract: Various embodiments provide a service exception analysis system for identifying the existence of one or more service exceptions incurred during actual transport of one or more of a plurality of packages. The system comprises one or more computer processors configured to receive actual data related to one or more observed parameters associated with transport of at least one of the plurality of packages; retrieve at least a portion of forecast data contained in one or more memory storage areas, the forecast data being related to one or more expected parameters associated with transport; compare the actual and forecast data to identify one or more discrepancies; analyze the one or more discrepancies to verify whether one or more service exceptions exist; and in response to one or more service exceptions being identified, generate one or more service exception reports. Associated computer program products and computer-implemented methods are also provided.

Abstract: This invention provides for a method of (or apparatus for) facilitating the delivery of advice to consumers using a server unit which can store and display the names and characteristics of experts and then rapidly assist in connecting the expert and consumer for real-time communication. The server can also have the ability to receive keywords from the consumer, match those keywords to one or more experts, and tell the consumer how to contact an expert.

Abstract: A system and method for applying a people network representation to aid contact between a member of an organization and a target individual selects a contact path between the member and the target supported by analysis of the level of interaction between members of the organization based on network communications of the organization. Level of interaction is analyzed using network communications that take into account the recentness and frequency of interactions, such as email, ICQ, or phone interaction. To contact a targeted individual, for instance such as to obtain expertise in a desired area, the model of the people network allows determination of a contact path between the member and target which improves the likelihood of obtaining the target's expertise. A contact path from a member may include a suggestion to contact the target through one or more intervening organization members.

Abstract: A computer-implemented candidate assessment system is configured to identify the drive characteristics of a candidate having taken a personality test. The system includes a characteristic identification engine configured to identify at least a candidate achievement score, a candidate competitiveness score, and a candidate optimism score, a candidate assessment engine configured to determine a drive core skill score based on a combination of the candidate achievement score, candidate competitiveness score, and candidate optimism score. The drive score is determined with weighting using the achievement score. The system also includes a reporting engine configured to generate a profile report including the drive core skill score.

Abstract: In a remote technical support system, a technical support controller receives an indication of a maximum number of support sessions to be serviced by a remote technician. Thereafter, the technical support controller receives a service request for a user device. The technical support controller determines if handling of the service request by the remote technician would cause the number of support sessions currently being handled by the remote technician to exceed the previously-indicated maximum number of support sessions. If not, the service request is added to a work queue for the remote technician. Each service request may be classified into categories such that only remote technicians associated with a given category can handle service requests for that category. Furthermore, the process of selecting a remote technician to handle a given service request can be completely automated or based on individual remote technicians selecting service requests from a preliminary queue.

Abstract: A system for optimized and distributed resource management, comprising a plurality of media servers, a statistics server, a historical statistics database, a forecasting engine, a scheduling engine, and an activity manager. The forecasting engine generates a forecast of estimated volume of imperative demand and determines a required volume of contingent demand to be handled based on managing a backlog of contingent demand. The scheduling engine generates a schedule that provides an adequate number of resources to handle the forecasted imperative demand and to handle the required volume of contingent demand over an aggregated time. The activity manager monitors statistical data, compares actual staffing and imperative demand to scheduled staffing and forecasted imperative demand, and determines activity switches needed to reallocate available resources, the activity switches only occurring switched after a configured minimum activity switching time.

Abstract: A service center receives information representing user interaction of a user with a presentation while navigating the presentation at a remote device, where the presentation describes a possible solution to a problem related to a product supported by the service center. The service center provides support services for various products on behalf of various product providers. A subject matter of the product is predicted that the user is likely interested in based on the user interaction and one or more skill sets are identified that are required to provide support services for the subject matter of the product, while the user is navigating the presentation. In response to a request received from the remote device requesting a live support, a communications session is established between the user and an agent who qualifies the skill sets to enable the agent to provide live support services to the user.

Abstract: Crowdsourcing is described, for example, where solutions to tasks such as designing a logo, writing a piece of code or answering a question are solicited by making open calls to large scale communities. In an example, a crowdsourcing node models a plurality of contests as all-pay auctions, each contest having a task and a reward. In examples, the crowdsourcing node is arranged to set rewards for the contests so that the optimal results are received for each contest owner, those owners having provided a budget and using a utility function for each of the contests.

Abstract: Systems, methods, distributed networks, and computer-readable media are provided that relate to recruiting and employment. Background information associated with talent-capability attributes is received from talent. Job description information is received from employers. Prospective matches are identified between employers and candidates, and employers and candidates are given an opportunity to exchange information.

Abstract: Systems, methods, and computer-readable code stored on a non-transitory media for creating an innovation co-creation ecosystem by one or more computing devices, including designing an innovation co-creation ecosystem for an innovation drive by a primary innovator; providing a co-creation constituent selection framework configured to assist the primary innovator with selection of a set of co-creation constituents; and hosting the innovation co-creation ecosystem.

Abstract: A computer-implemented method of handling contacts at a contact center. The method includes the steps of identifying a characteristic associated with a contact received at the contact center, and labeling a contact entity representing the contact with a label identifying the characteristic. In response to receipt of a request from an agent of the contact center to handle the contact based on the label of the contact entity, the contact is assigned to the agent and in response to the agent successfully handling the contact, an agent record associated with the agent, is updated to indicate a proficiency in handling contacts associated with the characteristic.

Abstract: A system for remotely diagnosing and repairing a computer controlled asset includes an access point connected to a computer controlled asset thereby allowing electronic access to the computer system of the computer controlled asset. A service center remotely connected to the access point provides diagnostic review and repair of the computer controlled asset. An interface linking the access point to the service center allows the service center to communicate with the computer controlled asset via the access point.

Abstract: A method and system comprising at least one database to store process model information comprising logical process model information and human resource dependency information. The human resource dependency information may indicate design-time dependence of process activities on respective human resource components and may comprise one or more role identifiers associated with at least some process activities and a set of role category identifiers associated with at least one of the role identifiers. The set of role category identifiers indicates a plurality of alternative role categories that are applicable to the corresponding role. The role mapping module is provided to receive user input to associate sets of role category editors with responding role identifiers.

Abstract: A system and method disclosed for using and updating a database of template responses for a live agent in response to user communications. The method includes computing an average string distance between each response from a live agent and a template, use to generate the response, modifying the computed average string distance based on a customer satisfaction score associated with each response and selecting a response that minimizes the computed average string distance and maximizes customer satisfaction. Upon receiving a further communication on a certain issue, the system presents a prototype response that has been added to the template database to the live agent for use in generating a response to the further communication that reduces handling time and increases customer satisfaction.

Abstract: Computer-implemented methods, apparatus and products for technical support routing among members of a technical support group, including maintaining, by a configuration manager, a system configuration history of a user's computer system, the system configuration history including historical records of changes in configuration of the user's computer system; receiving, by a technical support module, a support request identifying a current error that occurred during operation of the user's computer system including receiving information describing the error and the system configuration history of the user's computer system; and routing, by the technical support module automatically without human intervention, the support request to one or more particular members of the technical support group in dependence upon the information describing the error and the system configuration history.

Abstract: A system and method are disclosed for the operation of an In-home Assistant Service. The service provides a marketplace to connect households with assistants for frequent and specialized jobs. The service collects profile data of potential assistants including multiple skills the assistant can provide. It also enables the household to provide detailed request criteria. A locate process is then performed to determine, which assistants best meet the identified criteria.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for analyzing work skills. In one aspect, a method includes receiving work task data specifying a plurality of work tasks for a plurality of service providers. For each service provider, receiving performance data specifying an objective measure of a performance metric associated with the service provider performing a work task; receiving assessment data specifying a subjective measure of an attribute associated with the service provider performing the work task; and generating skills data for the service provider based on an aggregation of the assessment data and the performance data.

Abstract: A method of matching employers to candidates receives core values from both employers and prospective candidates and then uses these core values to match the employers and candidates.

Abstract: The present invention is an expert matching method and apparatus for managing communications between an expert having particular qualifications and an end user seeking a solution to an expert request. In a preferred embodiment, the apparatus of the present invention includes a controller having a database for storing expert qualifications. In one embodiment, the controller receives an expert request. A search program identifies experts qualified to respond to the expert request. The expert request is then transmitted to the expert, which results in an expert answer transmitted to and received by the central controller. After authentication of the expert answer, using a wide range of security levels from passwords to cryptography, the answer is forwarded to the end user. The method and apparatus of the present invention have applications on the Internet as well as conventional voice telephony systems.

Abstract: Methods, systems, and computer-readable media provide for determining a plurality of turfs from where to reallocate a workforce to a given turf. According to embodiments, a method for determining a plurality of turfs from where to reallocate a workforce to a given turf is provided. According to the method, an indication of the given turf is received. Optimal turfs from where to reallocate technicians to the given turf are determined from a plurality of turfs. Visual cues for identifying at least a portion of the optimal turfs are generated.

Abstract: A computational network system that permits service a group of technicians access to the manufacturer network to provide their work capacity and availability for a specific area. A customer contacts the manufacturer via the computational network system, requesting a service call. Service call request processing results in assigning a service request/demand to a technician based on their qualifications, availability, and proximity. When a service technician is assigned, their availability is decremented. Cancellation of a service call yields an increment in the affected service provider's availability. This information is stored in a in an on-line database residing in the network system. Updates are dynamically reflected as they occur resulting in automated schedule administration of a customer's service requests/demands.

Abstract: A method of initiating contact based upon automatically shared profile data can include a step of automatically and wirelessly exchanging profile information between at least two computing devices. A determination can be made as to whether a contact opportunity exists by comparing received profile information with a set of previously established contact rules. A notification of a contract opportunity can be automatically presented upon one of the computing devices, depending upon whether the profile information favorably compares with the contact rules.

Abstract: The system and method disclosed herein permits hiring managers and jobseekers to receive a ranked list of matching resumes for their posted jobs and resumes respectively. The system administrators and the PerfectMatch Engine validates the jobs and resumes prior to executing the matching process. All users, hiring managers, job seekers and administrators are provided secure access with capability to manage only their data. The validated jobs and resumes are automatically matched by the matching engine creating a ranked list of resumes for each job and jobs for each resume. The job and resume owners are notified of the matches for further action.

Abstract: The present invention can include a solution that dynamically manages electronic calendar events based upon the key performance indicators (KPIs) of a business process monitoring (BPM) system. Such a system can include a BPM system, an electronic calendar software application, and a dynamic calendar event manager. The BPM system can be configured to manage data for many user-defined KPIs. The electronic calendar software application can be configured to manage the calendar data of various calendar events for many users. The dynamic calendar event definition can be configured to define a condition for modifying the calendar data of a user-specified calendar event. The dynamic calendar event definition can consist of a KPI threshold value, a calendar action, and an applicable attendee list. The dynamic calendar event manager can be configured to dynamically and automatically handle the modification of the calendar data in accordance with the dynamic calendar event definition.

Abstract: A working skill estimating program is provided for estimating working skills of each agent in the state of separating a disturbance factor from response records (incidents). A large category classifier is supplied with the incidents within a predetermined time and classifies the incidents according to classification rules, for creating the topic-classified incidents. A small category generator collects the analogous incidents for each task type of the topic-classified incidents and generates a small category. A disturbance distinguisher distinguishes if the incidents belonging to each small category are common response records that appear regularly over time or disturbances whose frequency exhibits a significant time dependency. Then, a skill estimator estimates the working skills of each agent for each task type by using only common incidents determined as the common information.

Abstract: Exemplary embodiments provide a computer implemented method, system and computer usable program code for automatically generating executable components from a process model. An input is received, wherein the input comprises a model that describes activities that needs to be performed as part of a business operation, a sequencing of the activities, and input and output data of the activities, forming a process model. A model of a set of connected business artifacts based on the process model, forming a business operation model, is generated. The business operation model is saved. The business operation model is displayed to a user. Executable components definitions based on the business operation model are generated.

Abstract: A system, computer-readable storage medium including instructions, and computer-implemented method for assigning an incident ticket to an assignee are disclosed. An incident ticket is received, via a data network, from a device of a customer, the incident ticket including information relating an issue experienced by the customer. A class of incident tickets to which the incident ticket belongs is determined. Performance ratings for assignees that have handled at least one incident ticket in the class of incident tickets are retrieved from a database. An assignee is selected to handle the incident ticket using the performance ratings. A notification is transmitted, via the data network, to a device of the assignee, the notification alerting the assignee that the assignee has been assigned to handle the incident ticket.

Abstract: A system for assessing fitness of drivers for trip assignments includes a data processor adapted to communicate with recorders in vehicles for retrieving driving histories of drivers, and a terminal connected with the data processor. The terminal is used by a dispatcher for operating the data processor to construct trip definitions of pending trip assignments, append each of the trip definitions separately to the driving history of each of the drivers so as to form driver/trip assignment combinations of all drivers and all pending trip assignments, process the combinations through an hours-of-service engine to determine which combinations are legal under hours-of-service work rules, calculate a fitness rating for each legal combination, and analyze the fitness ratings of the legal combinations against one another to select the driver with best fitness for each pending trip assignment.

Abstract: A method for improving user satisfaction with automated response computer driven systems is provided. In one embodiment the automated computer system utilizes a Web browser accessing at least a Web site. In another embodiment, the automated computer system is a telephonic response system with voice recognition and generation capability. In each embodiment the user is first prompted to provide indications of user language usage preferences which are then analyzed and stored in a user profile. Thereafter, subsequent information from the automated system is modified in accordance with the stored user profile before presentation to the user.

Abstract: Methods and apparatus for service-level based and/or skills-based assignment of a work item to one (or more) of a plurality of resources based on fitness, for example, of skills required by the former to those provided by the latter. Assignment takes into account the level of stress on the work item and/or resources, such that the number of resources fit for assignment varies as the level of stress varies. Systems according to the invention can be used, by way of example, to route a call or other request made by a customer to a service center. The requirements for processing the call (determined, for example, by an incoming call operator) are matched against the skill sets of available customer service agents, taking call and/or resource stress levels into account. For example, some implementations may match an incoming call having a low stress factor (e.g.

Abstract: Project management is made easier and more effective by enabling a planner to define project roles for tasks of a project and then, separately search for actual resources that match the project roles.

Abstract: Provided herein is a system and method to assign new work to one of a plurality of workers, near an end of a work shift of at least one worker. The method may include: receiving, from a customer, a request for new work; determining a remaining time in a work shift for one or more of the plurality of workers; assigning a worker priority for one or more of the plurality of workers by use of a predetermined criteria; demoting the worker priority of workers near the end of a work shift; and assigning a worker to the customer by use of worker priority, in order to assign the new work.

Abstract: A project network application can provide functionality for a plurality of worker systems to perform digital video editing so as to at least partially perform two- to three-dimensional conversion of a video. The project network application may, for instance, include tools for performing rotoscoping, depth mapping, object offsetting, occlusion filling, and the like.

Abstract: The present invention provides a method and system for integrated supply chain and contact center planning. First, the system and method of the invention obtains forecasts of contacts expected, average handling times, agent shrinkage and sales ratios with and without backorders over a planning period. The method and system of the invention next schedules agents to minimize lost sales, agent, facility, and communication costs for contact groups used by customers to order products, and to best meet productivity-based targets for contact groups used for services not for sale. Using the scheduled staffing levels, and forecasts of contact volumes, average handling times, agent shrinkage, sales ratios with and without backorders, supply chain product availability, and a staffing model, the method and system of the invention generates product sales forecasts for products sold.

Abstract: The present invention discloses a system and method for providing agent referrals for real estate transactions. The system and method provides buyers and/or sellers with a real estate agent referral based on the type of real estate involved in the transaction and/or preferences of the buyer/seller. The real estate agent provided through the referral will be the highest performing real estate available with the performance of the real estate agent based on criteria received from the seller/buyer and transaction history of the real estate agent.

Abstract: Methods, systems, and computer program products are provided for determining a manufacturing capacity at a facility with assemblers performing assembly instructions in a computer directed assembly (CDA) system. Determining a manufacturing capacity includes selecting a production time interval for a product assembled using a sequence of assembly instructions. A scheduler system identifies assemblers available during the timeframe that have been trained and have performed the sequence of assembly instructions. Once this set of assemblers is identified, the scheduler projects an individual capacity for each assembler in the set of assemblers to perform the sequence of assembly instructions during the production time interval. The projected individual capacity is projected based on historical assembly performance data for each assembler stored in an assembly record database.

Abstract: Technician control, in which a control system is configured to control scheduling and dispatch operations for work orders being handled by technicians. Multiple technician devices are each associated with one or more technicians, are configured to communicate, over a network, with the control system, and also are configured to provide output in response to communications that are received from the control system and that are related to the scheduling and dispatch operations performed by the control system. A set of scheduling configuration options may be pre-defined and user input weighting at least one of the scheduling configuration options relative to other of the scheduling configuration options may be received. A scheduling application used by the control system to perform scheduling operations may be configured based on configuration data that reflects the weighting and scheduling operations may be performed using the configured scheduling application.

Abstract: Disclosed is an Internet-based database system and method (ASP), that enables school districts and temporary employment agencies to automate the dispatching (24/7) of pre-qualified substitute/temporary personnel to specified school/work site locations for specific absent employees/job openings. The system includes a profile database of permanent and substitute (temporary) employees, positions, skills, working dates/shifts, rates of pay, work sites, lesson plans/comments, reasons for absence and corresponding budget codes. Approved substitute/temporary employees may access the database using a multi-level access and secure logon code through their Internet-based browser device. The software filters job/position information to match specific job openings to the skills, qualifications (certification), preferences and availability of the substitute/temporary employee/s.

Abstract: A computer-implemented method for assigning a task in a workflow system to a user of the workflow system includes receiving the task; determining, by a computer, a set of users who are authorized to perform the received task; selecting from the set a user who has the lowest flexibility to perform other tasks in the workflow system; and assigning the task to the selected user.

Abstract: Computer-implemented system and methods for authenticating the identity of a person, for example a customer (1) of an E-Commerce web site (15). The web site or other verification “client” (110) contacts a verification engine (10, 100) (“Authentex”), which may be implemented as a web server (604). The verification engine (10), in turn, has limited access to a plurality of independent, third-party secure databases (21, 112) which are maintained by Trusted Validators (3, 610, 620, etc), which are entities such as banks that have a pre-existing relationship with customer (FIG. 4), and due to that relationship, acquire and maintain “out-of-wallet” data (4) that may be useful to authenticate the identity of the customer. That confidential customer data—held by the third-party “Trusted Validators”—is not disclosed.