45 results about "Knowledge worker" patented technology

A highly mobile, ambient computing environment is disclosed for serving a knowledge worker away from the their desk. The present invention allows a knowledge worker to get increased leverage from personal, networked, and interactive computing devices while in their car, airplane seat, or in a conference room with others. An Open Agent Architecture is used to incorporate elements such as GPS agents, speech recognition, and opportunistic connectivity among meeting participants. Communication and cooperation between agents are brokered by one or more facilitators, which are responsible for matching requests, from users and agents, with descriptions of the capabilities of other agents. It is not generally required that a user or agent know the identities, locations, or number of other agents involved in satisfying a request, and relatively minimal effort is involved in incorporating new agents and “wrapping” legacy applications. Extreme flexibility is achieved through an architecture organized around the declaration of capabilities by service-providing agents, the construction of arbitrarily complex goals by users and service-requesting agents, and the role of facilitators in delegating and coordinating the satisfaction of these goals, subject to advice and constraints that may accompany them.

The present invention facilitates the creation and implementation of Workflow Templates and also the designation of linkage between these templates and specific projects dealing with different media type handling. Workflow Templates are used to automatically generate user interface views which will be used by agents, knowledge workers, supervisors and customers. Such Workflow Templates provide the means to create, define and store the name and definition of and “trigger points” for each workflow item. The trigger points for when a document is used are also determined when creating the template. Further, in creating a Workflow Templates the administrator can instruct the system to save scripts associated with the template that can be saved as XML, EDI, JSP, CGI, VXML, etc. so as to be able to automatically generate documents or logic flows consistent with the target media type for the anticipated interactions with customers.

The invention shows explicitly how direct and honest communication utilizing a distributed computing network, shared content and services, and a focus on social network dynamics and situational context can directly create experiential and realized value for all participants around the globe. Contributors (20), having instructional content to share (22) pertaining to the functional utilization of generically named goods, essentially become knowledge workers and are rewarded (26) during specific instances when commercial entity Sponsors (60), who have been granted rights through bidding in an auction (64), utilize this content to un-intrusively market their branded goods to interested and receptive Consumers (10), by having their brand names acknowledged as a valuable component of the original content. The content can also be federated with real-time calculations of statistical price information (37) and specialized data services (101) to further increase the experiential value. The Sponsors (60) participating in these niche groups can then be granted access-rights to analyze the developing value network ontology and the ongoing flow of quality information (34) among the participants in the value network.

A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.

A communication center has a system for managing agent-hosted sessions including systems for storing queries and responses to queries in sessions in associated pairs, and for comparing newly-arriving queries with stored query-response pairs. In the event of a match or near match, stored responses to oft-repeated queries are provided to agents for use, relieving agents of the tasks of responding manually to often-repeated queries. Parsing and sentence structure tools are used, and in some cases aid stations with knowledge workers are provided to allow editing and extra help for agents.

A computer-implemented system (200) for the retrieval and manipulation of information available via an information network (104) includes an information retrieval and processing component (202). The information retrieval and processing component includes search query means (206) for conducting a search of the information network to obtain references to the information relevant to a search query. The information retrieval and processing component (202) further includes information retrieval means (208) for retrieving information available from sources on the information network, and an information store (210), for storage of retrieved information. The information retrieval and processing component (202) also includes processing means for processing of information retrieved from sources on the information network, and of information stored in the information store, to produce corresponding processed information. A user interface (204) has an array of input / output cells, which is adapted to enable a user to provide input into one or more of said cells for directing operations of the information retrieval and processing component, and to display within one or more of the cells information resulting from such operations. The system thus includes a cell-based user interface, and an intermediate storage layer, which permits a knowledge worker or other user, who may be unfamiliar with sophisticated computer programming languages, to develop automated processes for information transfer and manipulation based on present and historical information available via the information network.

The invention provides a system and method for a network operating system. The system includes a complex data medium that enables the continuous reconciliation of the collaborative information process and product. The system generally increases productivity by enabling a network dynamic among knowledge workers. The system unifies e-mail and shared file management, synchronous and asynchronous collaboration, serial and parallel work flow, top-down and bottom-up collaboration, and information lifecycle management.

A method and apparatus are provided for scheduling conferences between a client and one of a plurality of knowledge workers of an organization. The method includes the steps of each of the plurality of knowledge workers providing one or more time intervals when the knowledge worker is available for conferences and consolidating the provided time intervals of the knowledge workers into a knowledge worker schedule located within a computer. The method further includes the steps of the client accessing the knowledge worker schedule and selecting an available time interval for a conference from within the knowledge worker schedule and the computer selecting a knowledge worker of the plurality of knowledge workers for a conference with the client based upon the selected time interval.

A system and methodology is provided herein employing automated search, filtering, and automated document layout technologies conjoined with various delivery options to provide an end-to-end information push service. As such, it enables complete personalized custom report documents to be automatically created, thereby reducing cost in existing personalized document workflows, as well as enabling documents to be created that increase consumer satisfaction and knowledge worker productivity. One example deployment manifestation of the teachings provided yields a personal newspaper embodiment.

A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.

Workforce management enables enterprises to obtain best return on investment on workforce. Human capital forms a major investment in software services companies and effective management of these human resources has a greater impact on the overall profitability of such companies. Manual approaches for workforce management may lead to less optimal utilization of resources. A system for skill management of knowledge workers involves (a) obtaining the skills of a resource on joining; and (b) tracking the skill enhancements and additional skills acquired by the resource subsequently. The factors that largely affect the skills of a resource are qualification of the resource, trainings undergone by the resource, and projects executed by the resource. These aspects are represented using a common dictionary describing software development processes and relevant domains. Such a representation and an up-to-date skill information enables a near-optimal allocation of right resources to meet the requirements of new projects. An overall network based skill management system comprising a plurality of interconnected local skill management systems with a central skill manager helps in achieving a near-optimal utilization of resources distributed geographically.

A system and methodology is provided herein employing automated search, filtering, and automated document layout technologies conjoined with various delivery options to provide an end-to-end information push service. As such, it enables complete personalized custom report documents to be automatically created, thereby reducing cost in existing personalized document workflows, as well as enabling documents to be created that increase consumer satisfaction and knowledge worker productivity. The user satisfaction and productivity is enhanced by tracking the user's actual usage of the report document and feeding that usage back into the user profile. One example deployment manifestation of the teachings provided yields a personal newspaper embodiment which monitors the user usage and provides feedback of that usage to the system methodology thus dynamically altering any subsequently delivered custom report documents.

Systems and methods for document processing are discussed herein. In certain embodiments, novel document processor programs may allow for a knowledge worker to concentrate on the content of a document, rather than its formatting. Such programs may separately store layout and / or typesetting information from content, allowing for their combination after the content is created. Novel data structures and techniques are provided to permit the use of advanced version control, collaboration techniques and team / or workflows. User interfaces are also disclosed which dynamically adapt to a document type and / or a portion of a document being edited. Such features may significantly increase knowledge worker drafting efficiency.

A network system for enabling voice interaction between communications-center applications and human agents remote from the center has a primary server connected to the network the server controlling at least one routing point used by the center, a secondary server connected to the network the secondary server for generating and serving voice extensible markup language, a voice gateway associated with the secondary server, the gateway for executing voice extensible markup language and recognizing speech input, and a software platform based in the primary server and distributed in part as a server application to the secondary server, the software suite functioning as a data transformation interface between the center applications and the gateway. In a preferred use agents and applications communicate bi-directionally using VXML.

A network system for enabling voice interaction between communications-center applications and human agents remote from the center has a primary server connected to the network the server controlling at least one routing point used by the center, a secondary server connected to the network the secondary server for generating and serving voice extensible markup language, a voice gateway associated with the secondary server, the gateway for executing voice extensible markup language and recognizing speech input, and a software platform based in the primary server and distributed in part as a server application to the secondary server, the software suite functioning as a data transformation interface between the center applications and the gateway. In a preferred use agents and applications communicate bi-directionally using VXML.

A proxy system enables a worker remote from a communication center and limited to a light computer device unable to operate as a workstation at the communication center to operate with full access to data and software at the communication center. A proxy server, which may be a LAN-connected server at the communication center, has a two-way data link to the light computer device operated by the remote agent, and executes software which ascertains the hardware and software characteristics of the light device. The proxy server accesses communication center data at direction from the light device, operates communication center software tools, and provides results to the light device over the communication link in a form usable by the light device.

A method and system for matching a knowledge worker to a selecting entity's needs according to a system of codes corresponding to pre-defined rules of engagement. The rules of engagement include, but are not limited to, experience levels, salary, geographic location, job starting date and duration, and industry sector. If a search of knowledge workers fails to match an available worker with a job need of the selecting entity, the selecting entity posts a job posting on a website maintained by a third party administrator who maintains webpages that are accessible only to screened job applicants.

A method for mapping ready agents to incoming transactions has steps for (a) placing incoming transactions in a first queue managed by software executing from a machine-readable medium on a computerized appliance; (b) issuing a determined number of invitations in a period of time to agents known to be available to consider an invitation to interact with an incoming transaction; (c) placing identification of ready agents, who have accepted an invitation to interact, in a second queue managed by the software; (d) mapping transactions from the first queue to agents from the second queue; (e) monitoring changes in state of both the first and the second queues in the time period; and (f) adjusting determined number of invitations in step (b) in a manner to drive a chosen system performance metric toward a desired target value.

The present invention facilitates the creation and implementation of Workflow Templates and also the designation of linkage between these templates and specific projects dealing with different media type handling. Workflow Templates are used to automatically generate user interface views which will be used by agents, knowledge workers, supervisors and customers. Such Workflow Templates provide the means to create, define and store the name and definition of and “trigger points” for each workflow item. The trigger points for when a document is used are also determined when creating the template. Further, in creating a Workflow Templates the administrator can instruct the system to save scripts associated with the template that can be saved as XML, EDI, JSP, CGI, VXML, etc. so as to be able to automatically generate documents or logic flows consistent with the target media type for the anticipated interactions with customers.

In one embodiment, a method includes a request that is obtained by a call center system from a customer. The method also includes identifying a first set of experts that includes at least a first expert suitable for, or capable of, processing the request. The first expert is offline with respect to the call center system. An offer task is created and provided to the first set of experts. The offer task identifies the request and initiates the scheduling of a callback to address the request.

A network operating system may be provided. Also, system and method may include a complex data medium that enables the continuous reconciliation of the collaborative information process and product. The system generally may increase productivity by enabling a network dynamic among knowledge workers. The system may unify e-mail and shared file management, synchronous and asynchronous collaboration, serial and parallel work flow, top-down and bottom-up collaboration, and information lifecycle management.

Aspects of the disclosed technology enable a knowledge worker to easily and efficiently develop and maintain a comprehension state of a document collection. One aspect of the technology includes a methods, apparatus, and program products that alter a relationship data structure representing a comprehension state responsive to manipulation, in a workspace window, of a first instance-representation of a first separately-movable instance object representing a first entity / relationship object in the relationship data structure.

A customer-interaction network operating system for managing interactions in a multimedia communication center has an external media layer (83) for managing media contact between customers and the communication center, a workflow layer (85) for processing customer interactions and routing events to enterprise agents and knowledge workers; and an internal media layer (87) for managing media contact with the agents and knowledge workers. The workflow layer captures each transaction, prepares a text version of at least a portion of each non-text transaction, and extracts knowledge from the text transaction or text version of a non-text transaction to be stored in a knowledge base for later use in routing and other management functions. All transactions, text versions, and extracted knowledge is related in storage for future analysis and use.

According to some embodiments, an artificial intelligence orchestration platform may automatically determine an intent of an electronic record (e.g., an email message, text, translated voice channel request, etc.) associated with a request (e.g., by communicating with a classification platform service or analyzing the electronic record). Based on an indication of intent, an entity extraction platform may extract at least one requisite entity identifier from the electronic record in accordance with a transaction requirement. A robotic automation platform may then process the request utilizing the indication of intent and the extracted requisite entity identifier. For example, the robotic automation platform may transmit a complete response to the request, pre-populate data in a template provided to a human knowledge worker, determine additional information associated with the request, etc.

Aspects of the disclosed technology enable a knowledge worker to easily and efficiently develop and maintain a comprehension state of a document collection. One aspect of the technology includes a methods, apparatus, and program products that alter a relationship data structure representing a comprehension state responsive to manipulation, in a workspace window, of a first instance-representation of a first separately-movable instance object representing a first entity / relationship object in the relationship data structure.

A cardiac therapy network architecture collects data output by an implantable cardiac therapy device, processes that data, and distributes it to various knowledge workers. The cardiac therapy network implements a presentation architecture that formats and encodes the data using different formats and protocols to facilitate distribution to and presentation on various computing devices that might be utilized by the knowledge workers.

In one embodiment, a method includes a request that is obtained by a call center system from a customer. The method also includes identifying a first set of experts that includes at least a first expert suitable for, or capable of, processing the request. The first expert is offline with respect to the call center system. An offer task is created and provided to the first set of experts. The offer task identifies the request and initiates the scheduling of a callback to address the request.

A competency assessment system enables reading comprehension and critical thinking skills of a knowledge worker to be assessed. The competency assessment system enables a knowledge worker to create an assertion map based on one or more source literals. The assertion map comprises several assertion objects that link to different portions of the source literals or other assertion objects. The competency assessment system compares the assertion map created by the knowledge worker with another assertion map to assess the worker's reading comprehension and critical thinking skills.

The present invention facilitates the creation and implementation of Workflow Templates and also the designation of linkage between these templates and specific projects dealing with different media type handling. Workflow Templates are used to automatically generate user interface views which will be used by agents, knowledge workers, supervisors and customers. Such Workflow Templates provide the means to create, define and store the name and definition of and ''trigger points'' for each workflow item. The trigger points for when a document is used are also determined when creating the template. Further, in creating a Workflow Templates the administrator can instruct the system to save scripts associated with the template that can be saved as XML, EDI, JSP, CGI, VXML, etc. so as to be able to automatically generate documents or logic flows consistent with the target media type for the anticipated interactions with customers.