Xerox Corporation

Conduent Business Services, LLC

Arun Bakthavachalu

Tong Sun

Veerasundaravel Thirugnanasundaram

Gavan Leonard Tredoux

Peter J Zehler

Andrew T Martin

David R Vandervort

Saurabh Prabhat

Premkumar Rajendran

Hua Liu

Khalid M Rabb

Brandon Scott McComber

James Milo Sweet

Roger T Kramer

Richard Steven Born

Myriam Martinez

Preethi Raj Raajaratnam

Selvakumar Periasamy

Shiv Singh Kansingh

A method and a system for generating a search query to extract one or more relevant messages from a plurality of messages shared over a computer network. The method includes extracting a plurality of keywords and information pertaining to a plurality of customers from the plurality of messages. Further, the method identifies a set of influential customers from the plurality of customers based on a first score and a second score. The method further includes extracting a set of influential keywords from a first set of messages based on a first number of occurrences of the plurality of keywords in the plurality of messages within a pre-defined time interval. The method further includes generating the search query that includes at least the set of influential customers and the set of influential keywords.

Method and system for generating a search query

A first embodiment of the disclosure relates to a method for responding to a message posted in a social media stream. The method includes monitoring a social media site for at least one message including select subject matter. In response to identifying a message, the method includes collecting a series of exchanges that form a conversational thread including the message. The method includes determining at least one content attribute of the message. The method includes classifying the message using at least one key attribute. The method includes searching a database for a reference message using a combination of the at least one content and key attributes. The method includes determining a previous outcome of a reference thread including the reference message. The method includes using the previous outcome for determining a course of action.

System and method for auto-suggesting responses based on social conversational contents in customer care services

A method and system for facilitating communication between message producers and message consumers is disclosed. When a message producer is interested in identifying a message consumer for processing generated messages, the message producer declares a consumer identification rule. A messaging service manager identifies a set of suitable message consumers by comparing the consumer identification rule with a set of attributes associated with each of the message consumers registered with the messaging service manager and assigns channels associated with the set of identified message consumers to the message producer. The message producer may select a channel associated with a message consumer to initiate communication between the message producer and the message consumer.

Method and system for facilitating communication between message consumers and message producers

A system and method are provided for implementing a streamlined scheme for transferring print jobs directly from the print queue of one image forming device to the print queue of another image forming device using mobile devices and tags, such as near field communication (NFC) tags, affixed to image forming devices. A user manipulated mobile device is employed to read a readable tag affixed to or nearby a particular image forming device as a source device in which a print job is stuck, the mobile device running a print-job transfer application. The user then walks up to a different (or destination) image forming device and 'touch' its tag, and confirm, for example, when prompted, to transfer the 'stuck' print job from the source to the destination image forming system or device.

Systems and methods for implementing print job redirection using hotspots tags and mobile devices for printing in image forming devices

What is disclosed is a customer relationship management system to help customer care agents prioritize a response to an incoming message. Historical conversations between customers and agents are retrieved. Each conversation has associated features and an assigned priority. Features are categorized into a plurality of categories. A priority is assigned to each category based on the features and the cumulative priority of all conversations in each category. Thereafter, an incoming message is received from a customer's computing device. Features are extracted from the incoming message. A determination is then made as to which of the categories this incoming message belongs based on this message's features. A priority is then assigned to the incoming message based on a priority assigned to the category which the incoming message belongs. The priority is then displayed for a customer agent so the agent can prioritize his/her response to that customer's incoming message.

Methods and systems for assigning priority to incoming message from customer

Systems, methods, and computer-readable media for managing extensibility, e.g., on a network of multi-function devices are provided. The system includes an application catalog, in communication with an application database of a catalog server and configured to load applications therefrom. The system also includes a device manager configured to discover one or more devices on a network and to allow selection of one or more selected devices from among the one or more devices. The system further includes a data transfer system in communication with the one or more devices and to cause an application to be transmitted from the application catalog to the one or more selected devices, such that the one or more selected devices receive the application without communicating directly with the application database.

Multi-function device application catalog with integrated discovery, management, and application designer

Growing community of inventors

Webster, NY, United States of America

Arun Bakthavachalu