Open Text Corporation

Open Text Sa Ulc

Hewlett-packard Development Company, L.p.

Byron Steven Pruitt

Anthony Wiley

James Matthew Downs

Jeffrey Alan Cole

Ronald Lee Heiney

Matthew F Ryavec

Anastasiya Aleksandrovna Zdzitavetskaya

Interaction events collected across disparate customer communication channels of an enterprise are processed to generate an encoded unique content item identifier for each content item referenced in an interaction event such that the content item is resolvable to a location in a content repository. A training data set is built using the interaction events thus processed and a multi-channel content recommendation model is trained using the training data set. The multi-channel content recommendation model thus trained stores data points representing intersections of customers and content items that the enterprise has been tracking, with each data point having an effectiveness score for an associated content item. The multi-channel content recommendation model thus trained can be queried by content designers of the disparate customer communication channels through a recommender application for content recommendations based on the effectiveness of the content, agnostic to the disparate customer communication channels.

Systems and methods for multi-channel customer communications content recommender

Systems and methods for tracking and searching the usage, flow or communication of assets are disclosed. Embodiments as disclosed herein may create and update a graph representing the assets in an enterprise, where the objects and relationships in the graph represent the assets, communications, users or relationship. The graph may be queried to discover a wide variety of information regarding these assets, communications, users or relationships.

Systems and methods for tracking assets across a distributed network environment

One embodiment comprises a non-transitory, computer-readable medium embodying thereon computer-executable instructions for receiving a document design, generating a conversation-enabled document from the document design, exposing the conversation-enabled document on a conversation channel, receiving a participant response, updating the conversation-enabled document based the participant response, and rendering a communication page on a second channel using the updated conversation-enabled document. The document design comprises a page template and a conversation template. The page template specifies content of the communication page and a variable to be populated with a first variable value. The conversation template defines a state machine for an automated conversation, the conversation template specifying a variable to which the participant response is to be written.

Conversation-enabled document system and method

Examples disclosed herein relate to generation of document editors having functions specified by role policies. Examples include acquisition of a request to provide a target user a document editor for a target document type and a determination, in response to the request, of which of a plurality of role policies is associated with the target user based on a role assigned to the target user in an enterprise, wherein each of the role policies is associated with a different role for the enterprise and specifies a different plurality of document editor functions permitted to be included in a document editor for the target document type for a user assigned to the associated role.

Generation of document editors having functions specified by role policies

One embodiment comprises a non-transitory computer readable medium comprising computer-executable instructions executable to access a conversation-enabled document and expose the conversation-enabled document on a conversation channel as a conversation into the conversation-enabled document. The conversation-enabled document can comprise a conversation component for controlling a conversation interface into the conversation-enabled document, the conversation component specifying conversation steps, routing between conversation steps and a document variable to accept a conversation participant response. The computer-executable instructions can be executable to set a document variable value in the conversation-enabled document based on the participant response received via the conversation interface; and render the conversation-enabled document to a response channel using the document variable and the page template.

One embodiment comprises a non-transitory computer readable medium comprising computer-executable instructions executable to access a conversation-enabled document and expose the conversation-enabled document on a first conversation channel as a conversation into the conversation-enabled document. The conversation-enabled document can comprise a conversation component for controlling a conversation interface into the conversation-enabled document, the conversation component specifying conversation steps, routing between conversation steps and a document variable to accept a conversation participant response. The computer-executable instructions can be executable to set a document variable value in the conversation-enabled document based on the participant response received via the conversation interface; and render the conversation-enabled document to a second channel using the document variable and the page template.

A system for providing interactive documents as a web service is described. The system includes a content repository for storing an interactive document in a web-intrinsic container. The interactive document includes a document editor that is a native web browser application. The system also includes a web server to deliver the interactive document to a client computer through a network, receive Hypertext Transfer Protocol (HTTP) requests from a web browser of the client computer, and updates the interactive document based on the HTTP requests.

Growing community of inventors

Lexington, KY, United States of America

Byron Steven Pruitt