Oracle International Corporation

Other

Avaya Technology LLC

Lucent Technologies Inc.

Igor Khalatian

Albert Manukyan

Anthony James Catanzaro

Hayk Baghdasaryan

Steven Jeffrey Corn

Vinod K Sajja

A device, system, and method to enable the automatic search of personal profiles in the context of on-line dating that includes the ability to select personal profile images which a likelihood of being perceived as attractive to the person conducting the search. Additionally, by way of further non-limiting example, the device, system, and method is useful in applications such as automatically searching hundreds of actor or model headshots and selecting the ones the director/photographer will approve of for a particular photoshoot, film, or commercial.

Methods and systems for automated attractiveness prediction

Embodiments of the invention provide systems and methods for automatic or adaptive sizing of a customer service agent's co-browsing view of a contact's user interface. According to one embodiment, at least a portion of the agent's interface in which the customers interface is presented can be resized so that the agent's view matches the customer's view, e.g., one-to-one. This sizing of the agent's view may be performed automatically, when the co-browsing view of the customer's interface is first presented to the agent or, according to one embodiment, may be toggled on and off by the agent, e.g., by the agent selecting a button or other control presented in the agent's interface. In this way, embodiments allow the agent to see exactly the same view of the web site as the customer sees in the customer's interface regardless of the device or screen size used by the customer.

Automatic sizing of agent's screen for html co-browsing applications

A method for self-learning adaptive routing can include receiving a contact along with a sequence of events from a customer via a graphical user interface on a web page within a browser window. A universal resource locator ('URL') of the web page can be captured and mapped with the sequence of events to the contact. A matching routing rule can be used to route the contact to an appropriate customer service queue. An agent associated with the customer service queue can view a co-browsing preview of the customer's desktop, which the agent can use to transfer the contact to a different customer service queue. A machine learning algorithm can create a new routing rule based on the URL of the web page, the sequence of events, the co-browsing preview, the second routing, and the determination that the second agent associated with the second customer service queue resolved the contact.

Self-learning adaptive routing system

Embodiments of the invention provide systems and methods for providing a co-browsing preview of a queued contact. According to one embodiment, providing a co-browsing preview of a queued contact can comprise receiving a contact from a customer, selecting an agent from a plurality of agents based at least in part on the contact and a defined set of skills for each of the agents, and assigning the contact to the selected agent. Assigning the contact to the selected agent can comprise placing the contact into a queue for the selected agent. A live, real-time co-browsing preview of a current user interface of the customer can be provided to the selected agent while the contact is assigned to the selected agent's queue and before the customer is connected to the selected agent.

Co-browsing preview of queued customer contacts

During a co-browsing session between a host computer and an agent computer, a co-browsing window is displayed on a display screen of the host computer. To facilitate concurrent chat messaging, a web browser running on the host computer displays a first chat window at a first area of the display screen. A second chat window is generated based on the first chat window. The first chat window is removed from display at the first area of the display screen, and the second chat window is displayed at a second area of the display screen where the second chat window obstructs less of the co-browsing window than the first chat window did before the first chat window was removed from display at the first area of the display screen.

System and method of concurrent unobstructed co-browsing and chat messaging

Described are systems and methods for screen sharing between host and agent computing systems. At a time before capturing the screen of the host computing system, each open window corresponding to a browser process is identified. Certain information is acquired about each browser process. It is determined, in response to the certain information acquired about each browser process, whether the open window corresponding to that browser process is eligible for screen capture. For each eligible open window, each visible portion of that eligible open window is captured. Capture of an image on the screen of the host computing system is limited to each visible portion of each eligible open window.

Co-browsing systems and methods

Described are systems and methods for screen sharing between computing systems. A guest system and a host system are coupled to a server over a network. The guest system automatically executes program code embedded in a web page received from the server. The program code sends a request to the server for image data corresponding to an image on a display screen of the host system. The host system automatically executes program code embedded in a web page received from the server. The program code captures image data from the display screen of the host system and sends the captured image data to the server. The server sends captured image data received from the host system to the guest system in response to the request from the guest system. The guest and host systems can participate in a screen-sharing session without having to download and install special software.

One-click universal screen sharing

A bridging system comprises a router and a number of multipoint servers. For each user requesting to join a particular conference, the router routes the call to a particular server and, if necessary, causes additional servers to be added to increase the capacity for that conference. For example, upon receipt of a user request to join a conference associated with server A, the router first interrogates server A as to current spare capacity. If server A has additional capacity, the router routes the user to server A. However, if server A can not accommodate the user, the router causes server A to invite an additional server&mdash;server B&mdash;to join the conference. After server B joins the conference, the router routes the user to server B.

Growing community of inventors

Morganville, NJ, United States of America

Igor Khalatian