44 results about "Knowledge worker" patented technology

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 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 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 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.

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.

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.

Collection command applicators improve the productivity of human knowledge workers by enabling them to automatically process of large numbers of collections of arbitrary computer files. In operation, collection command applicators dynamically recognize interesting collections, calculate an optimal execution dependency visit order, determine an optimal parallel execution order, and apply arbitrary computer commands to the recognized collections in accordance with the calculated execution orderings. Collection command applicators thereby make it possible to process large numbers of collections in automated, scalable ways that were not previously possible.

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.

A knowledge base is built for a case management system. A case content comprising all incoming documents of the case and all collaborative activities associated with the case is built. Text analytics are performed on the case content. An identification of all the knowledge workers working on the case is linked to the case content. The case content, the text analytics and the identification of all knowledge workers working on the case are then stored in a memory.