A personal digital assistant device includes: a memory storing an interactive personal digital assistant program and a processor configured to execute the interactive personal digital assistant program. The interactive personal digital assistant program performs an operation to determine whether the service provider is automated or is not automated. The interactive personal digital assistant program is configured to issue a command to the service provider on behalf of a user of the device, when it is determined that the service provider is automated. The interactive personal digital assistant program is configured to issue an alert on the device when it is determined that the service provider is not automated. The interactive personal digital assistant program may continue until the goal of the interaction is met or human help is sought.

A method of adjusting user experience on a social networking service includes setting a data-usage threshold for a plurality of features in the social networking service, providing the plurality of features to a user of the social networking service at an initial quality of service, and monitoring data usage by the user during a period of time in which the plurality of features is provided to the user. The method further includes, in response to a determination that the data usage by the user during the period of time satisfies the data-usage threshold: (1) reducing the quality of service for the user for one or more features of the plurality of features, and (2) providing the one or more features to the user at the reduced quality of service.

A method for detecting SMS messaging service interruptions by classifying SMS messages as delivered or undelivered based upon the receipt of a successful conversion message within a predetermined time period. A current conversion rate is calculated for each network operator partner and destination network pair and the current conversion rate is compared against a reference conversion rate to identify a decrease in the conversion rate of the SMS messages. If the conversion rate decrease exceeds a predefined value, the channel between the network operator partner and the destination network pair is flagged and subsequent SMS messages are routed to end users via an alternative destination network.

A set of partial tenant objects are created within a hosted service. The set of partial tenant objects have placeholders for tenant identifiers, domain identifiers and user identifiers. Upon receiving a request to provision a tenant, a particular partition of the hosted service, corresponding to the tenant, is identified and a provisioning agent in the identified partition is called to provision the tenant. The provisioning agent selects one of the partial tenant objects which is bound to tenant-specific information, such as a specific tenant identifier, custom domain chosen by the tenant, and a user identifier input by the tenant.

Pre-emptive configuration of a fog computing environment for on-demand services is provided. On-demand services are supported by service modules. Traffic related to demand for service modules is monitored and evaluated. The modules are selectively pushed to and removed from edge servers in a fog computing environment in order to efficiently service the demand for machine translation services.

A system for automated contact center agent thick client workstation testing. The invention uses a workstation test execution manager. The workstation test execution manager acts as the interface between the client interaction software systems testing system and analyst controlled test device, executes an extensive set of robust test directive commands with underlying routines to be used to specify test conditions without the use of programming ability on the part of the analyst, uses a robust set of report item and format choice designators to allow easy selection of a range of report content and styles.

A method for detecting SMS messaging service interruptions by classifying SMS messages as delivered or undelivered based upon the receipt of a successful conversion message within a predetermined time period. A current conversion rate is calculated for each network operator partner and destination network pair and the current conversion rate is compared against a reference conversion rate to identify a decrease in the conversion rate of the SMS messages. If the conversion rate decrease exceeds a predefined value, the channel between the network operator partner and the destination network pair is flagged and subsequent SMS messages are routed to end users via an alternative destination network.

A method for detecting SMS messaging service interruptions by classifying SMS messages as delivered or undelivered based upon the receipt of a successful conversion message within a predetermined time period. A current conversion rate is calculated for each network operator partner and destination network pair and the current conversion rate is compared against a reference conversion rate to identify a decrease in the conversion rate of the SMS messages. If the conversion rate decrease exceeds a predefined value, the channel between the network operator partner and the destination network pair is flagged and subsequent SMS messages are routed to end users via an alternative destination network.

A system for centralized testing of web-based agent desktops has been devised. The invention uses a test control portal. The test control portal acts as the interface between the client interaction software systems testing system and analyst controlled test device, executes an extensive set of robust test directive commands with underlying routines to be used to specify test conditions without the use of programming ability on the part of the analyst, uses a robust set of report item and format choice designators to allow easy selection of a range of report content and styles.

Sales people (agents) get engaged with a lot of contacts from past, present and future prospects that manifests on multiple contact platforms. They end up having their contacts and calendars split in multiple places including communication and messages leading to inefficiencies, loss of business and delayed response time to the end customer. Customer Relationship Management today is still a one dimensional tool, one that featured Email as the core for direct agent-client relationship. CRM should be redefined and relabeled as Communication Management to open up the idea that relationships with clients are developed across multiple platforms though multiple channels. As will be understood by reading below, the invention accomplishes this in an elegant manner. The phrases Communication Management in the main patent title and Customer Relationship Management (CRM) have the same semantics in this document.