Verizon Patent and Licensing Inc.

Verizon Data Services Inc.

Tao Yang

Amit Singh

Dinyar Kavouspour

Fariborz Ebrahimi

Fari Ebrahimi

Minbao Li

Amar Nageswaram

Akash Jain

Mohammad Azzam

Tarun Jindal

Edy Setaiwan

Fairborz Ebrahimi

An approach for managed instant communication (or chat)-based helpdesk services. An inquiry for a support service is received, at a helpdesk management platform, from a customer requesting assistance, the inquiry including one or more parameters defining the support service. A response is generated to the inquiry based on the one or more parameters, the response indicating a plurality of helpdesks associated with at least one service provider. An instant communication session is established between the customer and one of the helpdesks. The instant communication session is placed into a queue for an agent associated with the one helpdesk.

System and method for providing managed instant communication (or chat)-based helpdesk services

Providing data form management may comprise receiving form definition data, transforming the form definition data into an internal data structure, and storing the internal data structure in a form definition data table. In addition, providing data form management may comprise creating a form input data table corresponding to the form definition data table and notifying a form datastore that caches the internal data structure stored in the form definition data table. Furthermore, receiving the form definition data may further comprise providing a data page including at least one form component being user arrangeable on the data page and providing the ability to move, add, or delete at least one form component on the data page. The form definition data may define one of the form component or the location of the form component on the data page.

Methods and systems for providing data form management

A method includes executing a multi-threaded, object-oriented application (OOA) on a device; receiving, by multiple threads of the OOA, an object from an out-of-process cache memory; mutating one or more fields of the object, wherein the one or more fields correspond to one or more attributes of the object; and applying an update of the one or more fields that have been mutated to the out-of-process cache memory, wherein the applying the update updates the one or more fields mutated at a field level and not at an object level.

Field level concurrency and transaction control for out-of-process object caching

An approach is provided for virtual agent session monitoring and barge-in. A platform monitors content of a communication session between a virtual agent and a user and determines whether the content satisfies a pre-defined rule. Further, the platform selectively initiates a barge-in of the communication session by a live agent based on the determination.

Method and system for virtual agent session monitoring and barge-in

A preferred system for providing data access comprises an application program interface configured to delegate a request to at least one service providers also included in the system. The service providers may include a synchronization manager configured to maintain, based upon the request, data consistency between a first server containing the service providers and a second server and a cache manager configured to cache, based upon the request, a portion of a database query. In addition, the service providers may include a pre-fetch service configured to anticipate a database query, perform the anticipated query, and cache the results of the anticipated query, and a security manager configured to determine a restriction on the request based upon a role of a user associated with the request.

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The Colony, TX, United States of America

Tao Yang