Open Text Sa Ulc

Open Text S.a.

Directly Software, Inc.

Directly, Inc.

Vignette Corporation

Jean Tessier

Dean Moses

John Petersen

Edith Harbaugh

Hans Akesson

Vlad Georgescu

Ed Anuff

Jeff Patterson

Ethan Vonderweid

Amy Phillips

Noah Guyot

Scott Golubock

Fergus Griffin

Tom Belunis

Dave MacLeod

Jason Fama

Eugene Mandel

Stephen D Hsu

Antony Brydon

Ruben Kislaki

Antony Fenwick Brydon

Miles Chaston

David L MacLeod

David Shue

Sandeep Chauhan

In a crowd sourcing approach, responses to customer service inquiries are provided by routing the inquiries to an independent group of experts. Machine learning based systems are used in combination with contact center staff and/or the independent experts to resolve the customer service inquiries. The AI based systems can be configured to determine which of the customer service inquiries should be routed to the independent experts, and/or to generate content for inclusion in responses to the customer service inquiries. The machines systems are optionally trained based on scored responses to prior customer service inquiries. These scored responses can include content provided by a machine learning system and/or a human expert.

Al based CRM system

In a crowd sourcing approach, responses to customer service inquiries are provided by routing a subset of the inquiries to an independent group of experts. The customer service inquiries are optionally routed to specific experts based on matches between identified subject matter of the inquiries and expertise of the experts. Embodiments include methods of classifying customer service inquiries, training a machine learning system, and/or processing customer service requests.

Methods of AI based CRM

The sharing of objects may be executed by performing various share type administrations. Objects may be shared directly to a site or may be made available indirectly for reuse by a site. The objects shared and made available for reuse may be added to the site to which they are shared and made available for reuse. References to the objects shared and made available for reuse are stored in repositories in response to, and in accordance with, the share type administration performed. The storage of the references to objects is based on privileges associated with at least one of a repository, a site and a user. Objects made available for reuse by, and shared to, a site may be made unavailable for reuse by, and unshared to, the site through the execution of a share type administration.

Method and system for sharing different web components between different web sites in a portal framework

Method and system for sharing web components between web sites

In a crowd sourcing approach, responses to customer service inquiries are provided by providing the inquiries to an independent group of experts. These experts are typically able to resolve the inquiry before the inquiries are routed to a traditional contact center. The customer service inquiries are routed to specific experts based on matches between identified subject matter of the inquiries and expertise of the experts. In some embodiments, more than one expert can contribute to the resolution of an inquiry.

Expert based customer service

Customer service routing

Disclosed are embodiments of a method, system and computer program product for deploying components of a site between systems in a portal framework. In one embodiment, file assets as well as non-file assets of at least one component of a site designated for export are stored as an export file. Non-file assets may be constructed as an extensible markup language fragment, such as an XML fragment, having a predetermined structure. In one embodiment, the site comprises a collection of software objects that can be manipulated by a set of users having assigned privileges defined by permissions associated with each software object in the collection of software objects. The export file is transferred to a remote system such as a web portal. The assets, which are configured to operate on the remote system, are extracted from the export file to a plurality of locations on the remote system.

Method and system for deploying web components between portals in a portal framework

Growing community of inventors

Foster City, CA, United States of America

Jean Tessier