Xerox Corporation

Conduent Business Services, LLC

Palo Alto Research Center Inc.

Stefania Castellani

Frederic Roulland

Maria Antonietta Grasso

Jacki O'Neill

Aaron N Kaplan

Jean-Luc Meunier

Jutta Willamowski

Jean-Marc Andreoli

Antonietta Grasso

Yves Hoppenot

Francois Ragnet

Denys Proux

Claude Roux

Benjamin Vincent Hanrahan

Nicolas Hairon

Victor Ciriza

Natalie S Glance

Pascal Valobra

Eric H Cheminot

Tommaso Colombino

Frederique Segond

Boris Chidlovskii

Guillaume M Bouchard

Tracy Eugene Thieret

Caroline Brun

Nicola Cancedda

Donald J Gusmano

Roger T Kramer

Nikolaos Lagos

Francois Pacull

Ronald M Rockwell

Gregorio Convertino

Caroline Hagege

Caroline Hagège

Damian Arregui

Ye Deng

Grégoire Gerard

Fabien Guillot

Remo Pareschi

David S Martin

Frederic Somat

Jonina Selin

Karin Pettersson

Peter Tolmie

Gunnar Teege

Daniele Pagani

Methods and systems determining customer satisfaction in a work environment via prescriptive analytics. Self-reported data related to the perception of an agent with respect to customer satisfaction in a work environment (e.g., a call center) can be collected via an interface (e.g., an agent dashboard) that allows the agent to enter the self-reported data regarding the customer satisfaction. The self-reported data can then be correlated with an actual customer satisfaction score associated with the agent to derive data indicative of an interaction between the agent and a customer(s). Feedback data can then be provided via the interface indicating a correctness of the self-reported data based on correlating the self-reported data with the actual customer satisfaction score.

Prescriptive analytics for customer satisfaction based on agent perception

A method for planning a transportation service includes sending transportation proposal to a plurality of organizations. The proposal includes one or more initial options, each including a set of variable parameters. Each organization can generate a modified option and make a commitment conditional on selected ones of the parameters. Each organization sends respective modified options to commuters of that organization who may specify their own pledges for at least one of the modified options, conditional on the organization-selected values for the variable parameters and optionally on commuter-selected values for the variable parameters. A cost-benefit function is computed for each of a set of revised options for the transportation service, each of the revised options being based on a combination of the variable parameters for which pledges which cover the combination have been received and one or more of the revised options is identified, based on the computed cost-benefit function.

Selecting organizational transportation proposals based on commuter pledges and cost-benefit computation

An apparatus, method and non-transitory computer readable medium for generating a graphical representation to motivate a plurality of employees in a call center are disclosed. For example, the apparatus includes a display comprising a plurality of pixels, wherein each one of the plurality of pixels represents one or more of the plurality of employees, a computer-readable medium storing the graphical representation and a processor in communication with the display and the computer-readable medium, wherein the processor receives an indication from an endpoint device of one of the plurality of employees when the one of the plurality of employees achieves a call center objective and the processor causes a pixel of the plurality of pixels associated with the one of the plurality of employees to turn on in accordance with the graphical representation, wherein the graphical representation comprises a pixel art shape.

Apparatus and method for generating a graphical representation to motivate employees in a call center

A system and method for guiding a user in building a query are disclosed. The method includes providing an interaction space in which a user formulates a query using a plurality of query building blocks selected from a predefined set of query building blocks. The user's formulation of the query is guided. Guiding selection of at least a next building block is provided by at least one of a content-based mechanism which limits the selection of the next building block to those which will yield at least one result from an indexed collection of documents, a structure-based selection mechanism which limits the selection of the next building block to those which meet a predefined grammar, and a usage-based selection mechanism which proposes a next building block based on patterns of building blocks used in building prior queries. Each of these guidance mechanisms may be provided with the result that the next block proposed is informed by each of the mechanisms.

Method and system to guide formulations of questions for digital investigation activities

A method for generating procedures includes receiving a log of a troubleshooting session. The log includes device data including a sequence of detected operations performed on the device causing respective components to change states. Steps of a candidate operating procedure are generated, based on the log, each corresponding to one of the detected operations. Missing steps may be identified, based on state charts and/or stored operability constraints for the device. The candidate operating procedure is compared with existing operating procedures stored in a knowledge base for the device to identify at least one existing operating procedure which includes steps which match at least some of the steps of the candidate operating procedure and, based on the identified at least one existing operating procedure, generating a textual description based on the textual description of the matching steps. The candidate procedure can be presented to an editor for validation.

System and method for semi-automatic generation of operating procedures from recorded troubleshooting sessions

A computer implemented system and method are disclosed for updating an electronic calendar. The method includes receiving an electronic message in a natural language in which a change in role is expressed and, with a natural language processor implemented by a computer processor, automatically detecting the change in role within the email message, optionally storing the change in role in a contacts database, and proposing updates for entries in an electronic calendar based on the detected change in role.

System and method for updating an electronic calendar

A system and method for visualizing performance metrics are disclosed. The system includes a data acquisition component which collects information related to a set of agents operating in a work environment, a performance metric computation component which computes, for one of the agents, values for a performance metric at each of a plurality of times within a selected time period, and a representation generator which generates a representation for display to the agent, the representation providing the agent with information on the agent's current value for the performance metric. A processor implements the data acquisition component, the performance metric computation component, and the representation generator.

System and method for enhancing call center performance

A system and a method for linking textual and physical concepts are disclosed. The method includes extracting candidate phrases from a knowledge base for a device, the candidate phrases including noun phrases. A set of candidate concepts is generated, based on the extracted noun phrases. Provision is made, e.g., on a graphical user interface, for a user to generate mapped concepts for physical components of the device by selecting, for each concept to be mapped, a physical component shown in a graphical representation of the device and at least one of the candidate concepts which is to be linked to that physical component. The knowledge base is indexed, based on the mapped concepts. In this way, textual expressions in the knowledge base are linked to a respective physical component through one of the mapped concepts.

Method and system for linking textual concepts and physical concepts

A system, method, and device for forming contextualized competitions in a work environment are disclosed. The system includes a performance metric computation component which computes performance metrics, a visualization component which generates a visual interface for display to a supervisor, and a processor which implements the components. The method includes receiving information related to a set of agents operating in a work environment. A first aggregated value for a first performance metric and a second aggregated value for a second performance metric are computed. The first and second values are visualized, and a predicted effect on the second performance metric when the first performance metric is altered is visualized. The device serves as a decision-making support tool including a plurality of control mechanisms for altering at least one performance metric and displaying the predicted effect on another.

System to support contextualized definitions of competitions in call centers

A system and method for contextualizing operating procedures are provided. A set of procedures is provided, each including text describing user actions which are to be performed on a physical device to implement the procedure. A device model refers to components of the device on which user actions are performable and provides state charts which link an action performable on the respective component with states assumed by it. The text of each procedure is segmented to form a sequence of steps. Each step includes an action to be performed on one of the components of the device that is referred to in the device model. When a request for one of the procedures is received, the corresponding sequence of instruction steps is retrieved. A current one of the instruction steps is contextualized, based on device data received from the device and the state chart of the respective component.

System and method for contextualizing device operating procedures

A method for assisting a user to develop a query in a natural language includes receiving a user's query in a natural language and, while the user's query is being entered, presenting a subset of ranked query suggestions from a collection of ranked query suggestions to the user as candidates for user queries. The subset is based on that portion of the user's query already entered. The query suggestions in the subset of query suggestions are presented according to their respective rankings in the collection. Each of the query suggestions in the collection is formulated to retrieve at least one responsive instance in the knowledge base. The rankings of the query suggestions in the collection are based at least in part on stored logs of prior user sessions in which user queries were input to a search engine for retrieving responsive instances from the knowledge base.

Real-time query suggestion in a troubleshooting context

This disclosure provides collaborative communication systems and methods to facilitate troubleshooting of a device. Specifically, the disclosed systems and methods include a dynamic virtual representation of a device from the perspective of a user of the device which is shared with a remote troubleshooter. The dynamic virtual representation is based on the position of the user.

Mobile screen methods and systems for collaborative troubleshooting of a device

A detachable display unit, an electromechanical device utilizing the display unit, and a method of use are disclosed. The display unit includes a communication link whereby data can be communicated between the display unit and the associated electromechanical device. The display unit includes a position sensor which provides position information for determining a current position of the display unit when detached from the associated electromechanical device. A graphical user interface displays a dynamic virtual representation of the associated electromechanical device based on the determined current position.

Detachable screen for multifunction device showing 3D dynamic views

A computer implemented electronic out-of-office message analysis system and method are disclosed. The method includes, for each of a plurality of users, receiving a user-generated electronic out-of-office message in a natural language in which a time window of absence and at least one alternate named contact are expressed and, based on the out-of-office message, generating a structured representation of the out-of-office message which links the alternate contact to a normalized representation of the time window. The structured representation of the out-of-office message is stored in a database. From the database it can be determined whether a current user's out-of-office message conflicts with another user's out-of-office message. If a conflict is detected, the current user can be notified.

Detecting conflicts in email messages

A system and method are provided for refining a user's query. An entity index, generated from a corpus of text documents, is provided. The entity index includes a set of entity structures, each including a plurality of terms. Each of the terms of an entity structure is a feature of the same entity. Entity structures can be retrieved from the entity index which match at least a portion of the user's query. Clusters of the retrieved entity structures are identified which have at least one of their terms in common. A cluster hierarchy is generated from the identified clusters in which nodes of the hierarchy are defined by one or more of the terms of the retrieved entity structures. At least a portion of the cluster hierarchy is presented to the user for facilitating refinement of the user's query through user selection of a node which, when formulated as a search, retrieves one or more responsive documents from the corpus of documents.

System and method for guiding entity-based searching

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Meylan, France

Stefania Castellani