International Business Machines Corporation

Keh-Shin Fu Cheng

Jai P Menon

Wilfried Teiken

Roy Jefferson Byrd

Youngja Park

Branimir Konstantinov Boguraev

James Sargent Lipscomb

Anni Rosa Coden

Paul Borrel

Keeranoor G Kumar

Stephen Carl Gates

Marc Hubert Willebeek-LeMair

Jaroslaw R Rossignac

Mary Susan Neff

Ting D Cheng

Emily Plachy

Michael A Tanenblatt

John O Long

A real-time method and system are described for automatically extracting text from the customer-agent interaction at a contact center, analyzing the extracted text to automatically identify one or more customer issues, and performing processing by contact-center agent buddies (CABs) to generate at least one response to the customer issues.

System and method for real time support for agents in contact center environments

A system and method for processing documents by utilizing the textual content and layout of the documents, including visual indicators, to more efficiently and reliably process the documents across various document types. The system and method identifies visually distinguishable elements within the document, such as section and sub-section boundary indicators, to mark, divide and label the boundaries and content type such that the sections are more clearly identifiable and easily processed. The system and method uses known elements, including section heading types, keywords, section type classifiers, sub-section heading constructs, stop words, and the like to adaptively identify and process a broad range of document types. The system and method continually refines and updates these known elements and allows users to discover and define new elements for further refinement and updating.

System and method for identifying document structure and associated metainformation

A method for storing electronic documents can include associating a digital seal with at least one electronic document. An image within a user interface can be displayed, wherein the image is a user selectable representation for the digital seal. At least one metadata attribute can be stored as a characteristic related to the digital seal. A storage characteristic of at least one electronic document can be modified based on one or more of the metadata attributes.

Managing electronic documents utilizing a digital seal

In this invention streaming video data is embedded within a panoramic image for display. The invention teaches a method and system for displaying an image of a scene of interest from a stored environment map of the scene and from video data of the scene. The method includes the steps of: (A) receiving and storing the video data of the scene; (B) selecting an orientation of the scene; (C) retrieving video data according to the selected orientation of the scene; (D) rendering the environment map according to the selected orientation of the scene to generate a first image for the selected orientation; (E) synchronously combining the retrieved video data and the first image to form a composite image for the selected orientation of the scene of interest; and (F) displaying the composite image. In one embodiment the method for displaying the image of the scene of interest further includes a step of continuously receiving video data packets that include image data and sound data. In this embodiment the sound data is continuously played while selected portions of the image data are displayed. In another embodiment, the method for displaying the image of the scene of interest further includes a step of layering the video data and the first image generated by rendering the environment map. In the present invention layering techniques include, for example, drawing order layering, z-buffer-hiding layering, and chroma-key layering.

Method and apparatus for displaying panoramas with streaming video

A computer graphics system includes a graphics processing engine for processing and displaying graphics data representing three-dimensional objects in a first portion of a display. A text processing engine displays text in a second portion of the display. Embedded in the text is a command or hotlink for controlling operation of the graphics processing engine. In response to user selection of first data displayed in the second portion of the display, a supervisory controller analyzes the first data to determine if the first data includes at least one hotlink command. Upon determining that the first data includes at least one hotlink command, the supervisory controller identifies the hotlink command included in the first data and controls operation of the graphics processing engine to perform at least one graphics function according to the hotlink command included in the first data. The graphics function may be associated with at least one of the three-dimensional objects, a three-dimensional markup, a predefined view point, or a predefined animation.

Hotlinks between an annotation window and graphics window for

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Mahopac, NY, United States of America

Keh-Shin Fu Cheng