Mark L Angel

US Patent:

7539656, May 26, 2009

Filed:

Mar 6, 2001

Appl. No.:

09/798964

Inventors:

Raya Fratkina - Hayward CA, US
Monica Anderson - San Jose CA, US
Mark A. Angel - Cupertino CA, US
Max Copperman - Santa Cruz CA, US
Scott B. Huffman - Redwood City CA, US
David Kay - Los Gatos CA, US
Robert Stern - Cupertino CA, US

Assignee:

Consona CRM Inc. - Indianapolis IN

International Classification:

G06F 17/00
G06F 17/30
G06N 5/00

US Classification:

706 45, 707 3, 7071041

Abstract:

A method and system are disclosed for retrieving information through the use of a multi-stage interaction with a client to identify particular knowledge content associated with a knowledge map. The present invention is an application program running on a server accessed via the world-wide web or other data network using standard Internet protocols, a web browser and web server software. In addition to an automated portion, the present invention allows a human dialog designer to model the way the system elicits information, giving a human feel to the dialog and a better customer experience. In operation, users start a dialog by directing their web browser to a designated web page. This web page asks the user some initial questions that are then passed to a dialog engine. The dialog engine then applies its methods and algorithms to a knowledge map, using dialog control information\ and the user's responses to provide feedback to the user. The feedback may include follow-up questions, relevant documents, and instructions to the user (e. g.

US Patent:

20110093406, Apr 21, 2011

Filed:

Oct 21, 2009

Appl. No.:

12/603524

Inventors:

Mark Angel - Menlo Park CA, US
Rob Arsenault - Menlo Park CA, US
Max Copperman - Menlo Park CA, US
Charlie Isaacs - Menlo Park CA, US
Samir Mahendra - Menlo Park CA, US
Vikas Nehru - Menlo Park CA, US
Dilpreet Singh - Menlo Park CA, US

Assignee:

KANA SOFTWARE, INC. - Menlo Park CA

International Classification:

G06Q 10/00
G06F 3/048
G06F 17/30

US Classification:

705348, 715771, 707802, 707E17044

Abstract:

Embodiments of the present invention provide a method, system and computer program product for user interface workflow composition. In an embodiment of the invention, a user interface workflow composition method can include loading a set of references to both human steps of a workflow and also automated steps of a workflow. Each of the human steps of the workflow references a corresponding user interface. Further, each of the human steps and automated steps of the workflow individually include contextual data. Individual graphical elements each representative of a selected one of the human steps and automated steps is placed into a canvas and transitions can be defined between different ones of the human steps and automated steps represented by corresponding ones of the graphical elements in the canvas resulting in the specification of a user interface workflow. Consequently, computer readable instructions can be generated for the user interface workflow.