International Business Machines Corporation

Ivanti, Inc.

Heat Software USA Inc.

Randy Jessee

Udo H Waibel

Suresh S Pandian

Yoram Nelken

Roland Poklemba

Hong Hauw

Andrii Zavgorodnii

Sundarapandian Sabapathy

Shaohua Yao

Josemina Marcella Magdalen

Nissan Hajaj

Dani Cohen

Sam Michelson

Beth Lanin

Avi Margalit

Ronen Hod

Amir Navot

Tsachy Shacham

Steve Kirshner

A method is provided for a multi-tenant system to accept web service calls from third party systems over a computer network. The method includes centrally receiving messages with different endpoint URLs from the third party systems over the computer network and processing each message by parsing an endpoint URL of the message to identify a tenant and an action for a payload of the message and authenticating the message. When the message is authenticated, the method further includes generating an acknowledgment of the message based on the identified tenant and the identified action and sending the acknowledgment over the computer network, routing the payload, the identified tenant, and the identified the action to a queue based on the identified tenant, retrieving the payload, the identified tenant, and the identified action from the queue, determining a user script corresponding to the identified action, and executing the user script on the payload.

Dynamic web services server

A system and method for processing a web-based query is provided. The system comprises a web server for transmitting a web form having a text field box for entering a natural language query, and a language analysis server for extracting concepts from the natural language query and classifying the natural language query into predefined categories via computed match scores based upon the extracted concepts and information contained within an adaptable knowledge base. In various embodiments, the web server selectively transmits either a resource page or a confirmation page to the client, based upon the match scores. The resource page may comprise at least one suggested response corresponding to at least one predefined category. The language analysis server may adapt the knowledge base in accordance with a communicative action received from the client after the resource page is transmitted.

Web-based customer service interface

A system and method is disclosed for improving the efficiency of a service department when maintaining equipment. The equipment performs self-diagnosis and periodically reports a problem or other event by automatically generating an event code indicating that an event has occurred that requires maintenance of the equipment. The system then automatically posts initial information about the event on a secure message board, such as within the company's website, for access by one or more authorized personnel via a network. The event code is applied to a look-up table pre-programmed with rules identifying authorizations of certain personnel to receive posted information about the event and to contribute to a posting thread. A communications controller then applies the rules to the thread as the event is being resolved by the authorized personnel. Authorized personnel are allowed to dynamically modify the rules after the posting of the initial information.

Dynamic filters for posted event messages initiated automatically by equipment

A software tool for creating, training and testing a knowledge base of a computerized customer relationship management system is disclosed. The software tool includes corpus editing processes for displaying and editing text-based corpus items, and assigning selected categories to individual corpus items. Knowledge base construction processes construct a knowledge base by analyzing a first subset of the corpus items, and testing processes test the knowledge base on a second subset of the corpus items. Reporting processes generate reports containing indicia representative of the testing results, which may be utilized to edit the corpus items and retrain the knowledge base so as to improve performance.

Software tool for training and testing a knowledge base

Growing community of inventors

Tracy, CA, United States of America

Randy Jessee