International Business Machines Corporation

Pascal Wagner

Liam S Harpur

Sumit Patel

Erik H Katzen

In an approach for determining a preferred communication channel, the computer receives a query that includes a unique client identifier. The computer retrieves one or more communication channels from an entry within a data repository, wherein the entry is associated with the received query. The computer determines one or more communication channel results based, at least in part, on one or more success rates respectively associated with the retrieved one or more communication channels within the data repository. The computer creates a first ordered list of communication channel results in which the determined one or more communication channel results are ordered based, at least in part, on the one or more success rates of the determined one or more communication channels. The computer selects a preferred communication channel from the created first ordered list of communication channel results. The computer initiates a communication via the selected preferred communication channel.

Preferred contact decision service

In an approach for providing assistance to a user viewing an online video, the computer receives an online video. The computer determines that an uncommon action occurs with the online video. The computer receives an issue based on the uncommon action. The computer receives one or more responses associated with the received issue. The computer identifies an at least one response from the received one or more responses associated with the received issue. The computer provides the identified at least one response.

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Saulheim, Germany

Pascal Wagner