International Business Machines Corporation

Lucent Technologies Inc.

Alcatel Lucent

Other

Avaya Inc.

Richard Baxter Hull

Bharat Kumar

Gang Zhou

Hamid Reza Motahari Nezhad

Francois Llirbat

Maja Vukovic

Anup Kalia

Muhammed Fatih Bulut

Constantin Mircea Adam

Jin Xiao

Daniel Francis Lieuwen

Fenno F Heath, Iii

Eric Simon

Gregory L Anderson

Timothy G Griffin

Guozhu Dong

Jianwen Su

Florian Pinel

Tara Lynn Astigarraga

Andrew Derek Flockhart

Reinhard P Klemm

Tin Kam Ho

Vugranam Chakravarthy Sreedhar

Saurabh Sinha

Rong Liu

Frederick Y Wu

Elham Khabiri

Aditya Vempaty

Vinod Anupam

Anwar I Walid

Anil Nigam

Vijay Kumar Gurbani

Nerla Jean-Louis

Matthew Daniel Riemer

Flavio D Calmon

Paulo A Santos

Suhasini Sabnis

Kevin George Irwig

Robert K Dinoff

Haobo Ren

Victoria Hiering

Luis Nieto

Aniruddha Gokhale

A method and system are provided to calculate a future behavioral data and identify a relative causal impact of external factors affecting the data. Behavioral data and data for one or more external factors are harvested for a first time period. New behavioral data is harvested for a second time period. New data for the second time period is harvested. Based on a second training algorithm, a forecast time series value of a future behavioral data for a third time period that is after the second time period is calculated. A relative causal impact between each external factor and the predicted time series value of the behavioral data, for the third time period, is identified.

Time series forecasting to determine relative causal impact

Techniques facilitating maintenance of tribal knowledge for accelerated compliance control deployment are provided. In one example, a system includes a memory that stores computer executable components and a processor that executes computer executable components stored in the memory, wherein the computer executable components include a knowledge base generation component that generates a knowledge graph corresponding to respective commitments created via tribal exchanges, the knowledge graph comprising a semantic level and an operational level; a semantic graph population component that populates the semantic level of the knowledge graph based on identified parties to the respective commitments; and an operational graph population component that populates the operational level of the knowledge graph based on tracked status changes associated with the respective commitments.

Maintaining tribal knowledge for accelerated compliance control deployment

One embodiment provides for generating a cognitive executable process graph including obtaining, by a processor, a hybrid process knowledge graph generated based process fragments and a set of actionable statements and business constraints. The hybrid process knowledge graph including different node types. The hybrid knowledge graph is traversed from a root of a process through each task in the hybrid process knowledge graph to obtain an action and metadata for each task node. Based on the action and metadata, at least one statement in an equivalent executable code block is created to represent the action. A cognitive executable process graph is generated based on at least one executable code block.

Cognitive process code generation

A system includes a memory that stores computer-executable components and a processor, operably coupled to the memory, that executes the computer-executable components stored in the memory. The computer-executable components include a deployment generator component that analyzes current component versions of application services and determines differences with previous deployment versions of the application services deployed to a target computing environment. A service deployment output component generates instructions to selectively update the application services to the target computing environment based on the determined differences between the previous deployment versions and the current component versions of the application services.

Model-based differencing to selectively generate and deploy images in a target computing environment

One embodiment provides for continuously adaptive business process management definition and execution including generating a continuously adaptive business process model and execution environment. New goals are discovered. Entity information is extracted from input documents. A model knowledge graph is generated that includes a first parse-tree for process fragments using the discovered new goals and the extracted entity information.

Cognitive process enactment

One embodiment provides discovering knowledge rich and executable business process models from unstructured information including obtaining, by a processor, unstructured data source information describing business processes. Based on the unstructured data source information, an executable specification of described business processes and a corresponding amendable textual specification are generated. Business process models are generated using a process knowledge graph based on the executable specification.

Cognitive process learning

One embodiment provides for continuously adaptive business process management definition and execution including obtaining, by a processor, business process models and a process runtime environment. A business process model is discovered. Business rules that support decision making for the business process model are discovered. A process plan is defined in view of the business rules for achieving a predetermined goal. A next action in the process plan is determined based on the business rules in a current process portion and providing a recommendation for acting on the next action. The next action is executed based on the recommendation. A change in a world effect status is determined after executing the next action. The process plan is updated. A continuously adaptive business process model and execution environment are generated.

A tone advisor, a tone assisting system and a method of associating tones with callers. In one embodiment the method includes: (1) monitoring calls to and from a user, (2) obtaining information based on the calls and (3) categorizing a caller associated with at least one of the calls into a contact group according to the information and (4) assigning a genre of tones to the contact group.

Tone advisor, a tone assisting system and a method of associating tones with callers

Execution of flexible workflows using artifacts is described. A workflow execution engine is configured to instantiate a process execution (PE) artifact. The PE artifact includes one or more transitions. The workflow execution engine is further configured to execute the one or more transitions and determine if any of the one or more transitions are new or modified. The workflow execution engine is additionally configured to load and execute new or modified transitions, without reinstantiating the PE artifact, responsive to determining that at least one new or modified transitions exist.

Creation of flexible workflows using artifacts

A customer relationship management system is disclosed for matching a given work item with an agent. The system includes a database to hold customer information, agent information, and system information, and a network contact center server operative to receive the given work item from the customer and route it to the agent based at least in part on the information in the database. The network contact center server is configured to control the conduction of an automated web dialogue with the customer via a separate web server and is further configured to control the conduction of an automated voice dialogue with the customer via an interactive voice response system. The automated web dialogue and the automated voice dialogue are thereby both conductable under the control of the network contact center server.

Customer relationship management system with network contact center server configured to control automated web and voice dialogues

The present invention is directed to a method and system for routing contacts in a contact center based on a number of factors including the value or nature of items in an order of the customer associated with the contact. The invention is particularly useful in E-commerce web-sites in which electronic orders are generated by the customer.

Routing based on the contents of a shopping cart

An object-focused workflow system for processing a received object in accordance with a declarative workflow specification. The specification includes modules and attributes, where module execution results in the evaluation of attributes, and may include the initiation of a side-effect action performed by an external component. Whether modules are to be executed for a particular received object is determined by associated enabling conditions. Attributes may be evaluated in accordance with computation rules and a combining policy, where the computation rules specify how values are to be contributed to an attribute, and the combining policy indicates how those contributed values are combined in order to assign a value to the attribute. Tasks in the workflow system may be executed eagerly in order to improve the performance of the workflow system. The eager evaluation of tasks includes the determination of whether such tasks are eligible for eager evaluation, and whether the tasks are unneeded or necessary for the processing of the received event. Workflows which satisfy described design properties allow for improved algorithms for the determination of the whether tasks are eligible, eager, and/or necessary. A graphical user interface is provided for displaying a representation of the evaluation status of the modules and attributes during workflow execution.

Eager evaluation of tasks in a workflow system

Techniques are provided for use in accordance with such systems as web sites operating electronic commerce (e-commerce) applications, interactive voice response (IVR) systems and workflow systems for providing automated monitoring of user activity and personalized action taking based on such activity, in accordance with an on-line decision support mechanism which combines formal and heuristic reasoning. In a web-based system, for example, the on-line decision support provided in accordance with the invention can be used in a wide variety of e-commerce applications requiring automated, real-time, intelligent interventions, including targeted promotions and discounts, assisting with navigation through self-help material, supporting dynamic price negotiations, and even selecting large portions of page content.

Methods and apparatus for automated monitoring and action taking based on decision support mechanism

A graphical user interface (GUI) is provided for use in conjunction with attribute evaluation utilizing computation rules and a combining policy. The graphical user interface displays a visual representation of the evaluation of attributes. The GUI displays a representation of the evaluation status of attributes and their associated computation rules during execution. The display may be updated dynamically to provide a user with a visual representation of the progression of attribute evaluation. The representation of evaluation status may include representations of the values assigned to, as well as the state of, data items and associated computation rules. States may be visually represented in the display in various ways, such as using various colors or labels associated with the data items and associated computation rules. Further, the particular data items and computation rules for which evaluation status is represented may be user selectable.

Dynamic display of data item evaluation

Growing community of inventors

Chatham, NJ, United States of America

Richard Baxter Hull