International Business Machines Corporation

Sun Microsystems, Inc.

Other

Jeffrey Alan Schmidt

Adam D Braham

Bernard A Traversat

Gregory L Slaughter

Thomas E Saulpaugh

Doyle J McCoy

John Matthew Santosuosso

Jason Allan Nikolai

Tom Saulpaugh

Gregory J Watts

Dennis D Koski

Todd A Mueller

Lowell C Thomason

Gary R Brophy

William J Tracey, Ii

Jennifer A Haugen

Steve Woodward

Su Liu

Paul Llamas Virgen

David B Johnson

Jon C Rossow

David W Granum

Paul D Schewe

A broker capability augmenting method, system, and computer program product for increasing a capability of a Message Queuing Telemetry Transfer (MQTT) broker in an Internet-of-Things (IoT) network including obtaining data from an IoT neighborhood to detect an IoT network topology over time, collecting data from IoT devices in the IoT neighborhood, defining an input parameter to a machine learning model, and training the machine learning model on the collected data and the input parameter.

Augmenting broker capabilities on massive IoT scenarios

Improvements in data security and privacy may be realized by receiving a service request including a social range and a requestor identity; mining a first social network to create a social graph of entities within the social range of the requestor identity, wherein the entities are represented by nodes in the social graph linked to a requestor via one or more edges, wherein a number of edges used to link a given entity to the requestor does not exceed the social range; determining whether the social graph includes at least one person matching personnel included in an organizational chart; and in response to determining that the social graph includes no persons matching the personnel included in the organizational chart, transmitting an acceptance response from a provider-side system to a client-side system.

Obfuscation and routing of sensitive actions or requests based on social connections

Disclosed herein is a system, method, and computer program product for automatic blocking of audible, sensitive data. Incoming audio is converted into text and analyzed for sensitive information. Based on the detection of sensitive information from a source, a recipient is blocked from receiving the audible sensitive information.

Filtering data in an audio stream

Embodiments of the present invention provides methods, computer program products, and a system for determining a set of potential responders to alert a second party regarding an urgent communication. Embodiments of the present invention can be used to determine if a missed communication placed by a first party to a second party is an urgent communication. Embodiments of the present invention can be used to determine a set of potential responders based, at least in part, on a variety of possible locations of a communication device belonging to the second party.

Location based third party notification

An approach for adjusting ranked search results based on user data is provided. An approach includes: receiving a search query from a search user; generating a ranked result set based on the search query; generating an adjusted ranked result set by adjusting the ranked result set based on a skill rating of the search user; and providing the adjusted ranked result set to the search user.

Adjusting search results based on user skill and category information

Approaches presented herein enable measuring an impact on performance metrics of shifting a performance focus based on an assignment of communications to a resource based on a performance area in a customer support environment. Specifically, resources, each with several performance area attributes, are assigned performance scores. A performance focus manager selects a shifting performance area of focus and assigns communications to the resources based on the selected performance area. A history manager maintains a set of feedback performance metrics in a selected performance category, including a subset of metrics establishing a baseline for the category. The feedback performance metrics may be queried to determine how a shift in performance focus impacts a performance category and if the performance metrics of the category are within a tolerance.

Applying area of focus to workflow automation and measuring impact of shifting focus on metrics

Disclosed herein is a system, method, and computer program product for filtering data in an audio stream. Incoming audio is converted into text and analyzed for information of a first type. Based on the detection of information of the first type from a source, a recipient is blocked from receiving the audible information.

Approaches presented herein enable assignment of translated work to an agent in a support environment based on a confidence factor that measures accuracy of translation and an agent's language skill. Specifically, agent proficiencies in a set of natural languages are measured and scored. An incoming communication is translated into one or more natural languages and each language translation is assigned a translation score based on a confidence of translation. The skill score and translation score are utilized to calculate a confidence factor for each language. In one approach, the communication is assigned to an agent that has a confidence factor greater than a predetermined threshold confidence factor. In another approach, the communication is only assigned if a rule optimizing agent availability and risk of constrained resources is satisfied.

Language translation and work assignment optimization in a customer support environment

An approach to control workflow so that a relatively high priority work item can sometimes be automatically controlled by software to interrupt work being performed, by one or more resource unit(s), on a relatively lower priority work item. The analysis for deciding whether or not an interruption occurs depends upon interruptibility scalars (that is, interruptibility quotients and/or factors) and interruptibility threshold(s).

Dynamically altering selection of already-utilized resources

An approach for identifying missing content is provided. An approach includes: receiving a search string; determining a skill rating associated with a searcher that generated the search string; and searching a database using the search string. The approach also includes: updating at least one of a first score associated with the search string and a second score associated with the database based on the skill rating; and generating an alert based on one of the first score exceeding a first threshold and the second score exceeding a second threshold.

Identifying missing content using searcher skill ratings

Approaches presented herein enable assignment of translated work to an agent in a customer support environment based on a confidence factor that measures accuracy of translation and an agent's language skill. Specifically, agent proficiencies in a set of natural languages are measured and scored. An incoming customer communication is translated into one or more natural languages and each language translation is assigned a translation score based on a confidence of translation. The skill score and translation score are utilized to calculate a confidence factor for each language. In one approach, the customer communication is assigned to an agent that has a confidence factor greater than a predetermined threshold confidence factor. In another approach, the communication is only assigned if a rule optimizing agent availability and risk of constrained resources is satisfied.

Growing community of inventors

Rochester, MN, United States of America

Jeffrey Alan Schmidt