The journeys and/or timelines of multiple customers may be used in escalation management and/or journey mining. An event of interest, pertaining to an issue or an incident, on a timeline may be used in the escalation management and/or journey mining. Escalation management is directed to addressing and resolving incidents, problems, and customer situations which could result in a high level of customer dissatisfaction or damage to a service provider's reputation, using the appropriate response and/or resources. Journey mining is directed to using patterns across customers and their journeys to determine where things in the journey went differently than what was expected.

An online concierge system trains a machine learning conversion model that predicts a probability of receiving an order from a user when the user accesses the online concierge system. The conversion model predicts the probability of receiving the order based on a set of input features that include price and availability information. For each access to the online concierge system, the online concierge system applies the conversion model to a current price and availability and to an optimal price availability. The online concierge system generates a metric as the difference between the two predicted probabilities of receiving an order.

Case management systems and techniques are disclosed. Specifically, embodiments of the case management systems and methods disclosed herein utilize checklists to manage the lifecycle of the cases of the case management system.

Decentralized ridesharing systems and methods for assigning a user request to a particular registered vehicle. The method includes organizing a geographic area into a plurality of geographic zones, each of the plurality of geographic zones serviced by a corresponding regional server, each regional server monitoring a location and a passenger status of one or more registered vehicles within a corresponding geographic zone, and allocating dispatching and ridesharing tasks between the regional servers and the one or more registered vehicles within each of the geographic zones, wherein the regional servers and the one or more registered vehicles are each equipped with decision-making modules powered by a graph neural network with reinforcement learning.

Provided are a method and apparatus for providing a counseling service. A method of operating a counseling center server interworking with an instant messaging service includes providing a profile of at least one expert account for counseling linked to a channel of a second user to a terminal of a first user, identifying an initiation condition for a counseling ticket for counseling with a first expert account, creating a counseling ticket to be allocated to the first expert account, and transmitting counseling content through a chat room for counseling of the channel in which the first expert account and an account of the first user participate.

Various embodiments disclosed relate to a translation tool for use with a project management or docketing system. The present disclosure includes methods and systems for receiving, identifying, and translating one or more portions of a foreign language document, such as an image document.

Embodiments herein generally relate to an electronic system and a method of monitoring and providing feedback to adjust and improve the allocation of, use of, and/or control over one or more physical spaces. Embodiments of the disclosure can provide an electronic system and method that allows a user to reserve a work space within a room or building. The methods disclosed herein can include inputting one or more desk preferences into one or more processing devices, receiving, at one or more electronic devices, the desk preferences, determining whether a suitable desk matching the desk preferences is available, and generating an alert on the one or more electronic devices regarding the availability of the suitable desk.

A technique for connecting independent contractors to clients is described. A server receives, from a first contractor device, a request to add a first independent contractor to a database including a plurality of independent contractors. The server prompts the first contractor device for information descriptive of the first independent contractor including an hourly wage for the first independent contractor. The server receives the information and adds the first independent contractor to the database and the plurality of independent contractors. The server receives, from a client device, a request to view at least a portion of the plurality of independent contractors. The server sends the client device at least the portion of the plurality of independent contractors and respective information for each independent contractor included in the portion of the plurality of independent contractors, wherein the portion of the plurality of independent contractors includes the first independent contractor.

The present disclosure relates to a method for determining optimal process flow (107) for a process performed by users (101) in a computing system. The method comprises receiving plurality of keystroke level events for each of plurality of process flows associated with the process, performed by plurality of users (101). Further, the method comprises determining one or more subtasks (105) for each of the plurality of process flows (102). A subtask comprises a set of events occurring together in the plurality of keystroke level events (103). Furthermore, the method comprises grouping one or more process flows from the plurality of process flows (102) to form one or more clusters (106), based on the one or more subtasks (105). Each cluster comprises the one or more process flows with similar subtasks. Thereafter, the method comprises determining an optimal process flow (107) in each cluster.

Various embodiments disclosed relate to a method of sorting and coding incoming docket tasks and items. The present disclosure includes methods and systems for analyzing and associate pre-codes with incoming electronic communications. In a method of docketing, an electronic communication can be received, a first pre-code can be identified, a second pre-code can be automatically selected and associated with the electronic communication, and the electronic communication can be sent to a docketing system.