The document discusses Cisco's SocialMiner product and its integration with Cisco's Contact Center Express. SocialMiner allows companies to capture, analyze, and engage with customers on social media and then routes inquiries to contact center agents. It has features for configuring chat queues, agents, and workflows in Contact Center Express and provides reporting on chat metrics. The document reviews SocialMiner's capabilities and how it integrates with the contact center platform.
자연어 처리 ML모델을 활용한 이커머스 문제 해결하기 - 진현두 (카카오스타일) :: AWS Community Day Online 2021AWSKRUG - AWS한국사용자모임
이커머스에서 가장 중요한 사용자 리뷰! 사용자 리뷰 내 특정 키워드 관련 표현을 스마트하게 찾고, 하이라이팅 정보를 제공하는 ML모델 개발하여 서비스에 반영하였습니다. 복잡한 전처리와 모델링전반의 프로세스를 Amazon SageMaker + Custom Docker 로 구현 방법을 소개합니다.
This project aims first to redevelop the sifast company website with new version of symfony technology, and secondly to add new features, such as the automation of recruitment process and the realisation of social network analyses related to sifast compnay.
To realise the project, symfony 4 framework, an ocr library and a machine learning algorithm were used.
This document is the Software Requirements Specification (SRS) for the Library Circulation
System (LCS). It contains detailed functional, non-functional, and support requirements and
establishes a requirements baseline for development of the system. The requirements
contained in the SRS are independent, uniquely numbered, and organized by topic. The SRS
serves as the official means of communicating user requirements to the developer and
provides a common reference point for both the developer team and stakeholder
community.
Here we are trying to develop, discuss, and evaluate object-oriented model of Dhaka university library system that, will handle:
The bookkeeping aspects of a library.
Administration system of the library.
User browsing facilities and circulating.
Acquisition of books, manuscript, journals.
자연어 처리 ML모델을 활용한 이커머스 문제 해결하기 - 진현두 (카카오스타일) :: AWS Community Day Online 2021AWSKRUG - AWS한국사용자모임
이커머스에서 가장 중요한 사용자 리뷰! 사용자 리뷰 내 특정 키워드 관련 표현을 스마트하게 찾고, 하이라이팅 정보를 제공하는 ML모델 개발하여 서비스에 반영하였습니다. 복잡한 전처리와 모델링전반의 프로세스를 Amazon SageMaker + Custom Docker 로 구현 방법을 소개합니다.
This project aims first to redevelop the sifast company website with new version of symfony technology, and secondly to add new features, such as the automation of recruitment process and the realisation of social network analyses related to sifast compnay.
To realise the project, symfony 4 framework, an ocr library and a machine learning algorithm were used.
This document is the Software Requirements Specification (SRS) for the Library Circulation
System (LCS). It contains detailed functional, non-functional, and support requirements and
establishes a requirements baseline for development of the system. The requirements
contained in the SRS are independent, uniquely numbered, and organized by topic. The SRS
serves as the official means of communicating user requirements to the developer and
provides a common reference point for both the developer team and stakeholder
community.
Here we are trying to develop, discuss, and evaluate object-oriented model of Dhaka university library system that, will handle:
The bookkeeping aspects of a library.
Administration system of the library.
User browsing facilities and circulating.
Acquisition of books, manuscript, journals.
NMI16 Ondřej Šteffl – Potěmkinovy vesnice ve školství a ScioŠkolaNew Media Inspiration
Prezentace z pátého ročníku konference New Media Inspiration (http://nminspiration.cz), který se konal 13. 2. 2016 v hlavní budově FF UK pod vedením @petrkou, @simindr a @josefslerka.
Školství předstírá, že ví, co budou žáci v životě potřebovat, že ví, jak je to naučit a že to žáci na konci školy umějí. Je to stejná pravda, jako, že v Potěmkinových vesnicích se dá bydlet. Ve Scioškole jsme k sobě otevření.
Oop final project documentation jose pagan v2.1Jose Pagan
The purpose of this Software Architecture Document is to describe, through the use of diagrams and descriptions, the architecture of the Event Driven Process Manager application. The document provides a comprehensive architectural overview of the system, and conveys the significant architectural decisions which have been made in the development of Event Driven Process Manager. A Pre-design Project Proposal and Work Plan, Project Requirements / Documentation, Design Documentation, and Installation Instructions have been included in the Appendices.
Slides from my talk on web scraping to BrisJS the Brisbane JavaScript meetup.
You can find the code on GitHub: https://github.com/ashleydavis/brisjs-web-scraping-talk
Kronotek is a 100% cloud based call management software that allows for the integration of human and virtual agents to work together. It allows the automation of proceses in the call center environment. It also can audit agent and virtual agent calls with a personalised scoring system. The Kronotek Reports module allows all data to be seen and shared quickly and easily.
This tutorial explains how admins can use the central management console to enroll endpoints/computers, create security policies, create endpoint groups & apply policies to endpoint groups. For more information, visit: https://securebox.comodo.com/
Introducing CAS 3.0 Protocol: Security and PerformanceAmin Saqi
In this document we review the security and performance of the Central Authentication Service (CAS) protocol. CAS is a single-sign-on / single-sign-off (SSO) protocol for the web originally created by Yale University to provide a trusted way for an application to authenticate a user. It permits a user to access multiple applications while providing their credentials (such as USERID and PASSWORD) only once to a central CAS Server application.
Bajaj Allianz General Insurance chose CRMNEXT to create and automate multi-asset insurance journeys, processes for retail, corporate to deliver a unified experience across channels and bring in business efficiency with consistent growth.
NMI16 Ondřej Šteffl – Potěmkinovy vesnice ve školství a ScioŠkolaNew Media Inspiration
Prezentace z pátého ročníku konference New Media Inspiration (http://nminspiration.cz), který se konal 13. 2. 2016 v hlavní budově FF UK pod vedením @petrkou, @simindr a @josefslerka.
Školství předstírá, že ví, co budou žáci v životě potřebovat, že ví, jak je to naučit a že to žáci na konci školy umějí. Je to stejná pravda, jako, že v Potěmkinových vesnicích se dá bydlet. Ve Scioškole jsme k sobě otevření.
Oop final project documentation jose pagan v2.1Jose Pagan
The purpose of this Software Architecture Document is to describe, through the use of diagrams and descriptions, the architecture of the Event Driven Process Manager application. The document provides a comprehensive architectural overview of the system, and conveys the significant architectural decisions which have been made in the development of Event Driven Process Manager. A Pre-design Project Proposal and Work Plan, Project Requirements / Documentation, Design Documentation, and Installation Instructions have been included in the Appendices.
Slides from my talk on web scraping to BrisJS the Brisbane JavaScript meetup.
You can find the code on GitHub: https://github.com/ashleydavis/brisjs-web-scraping-talk
Kronotek is a 100% cloud based call management software that allows for the integration of human and virtual agents to work together. It allows the automation of proceses in the call center environment. It also can audit agent and virtual agent calls with a personalised scoring system. The Kronotek Reports module allows all data to be seen and shared quickly and easily.
This tutorial explains how admins can use the central management console to enroll endpoints/computers, create security policies, create endpoint groups & apply policies to endpoint groups. For more information, visit: https://securebox.comodo.com/
Introducing CAS 3.0 Protocol: Security and PerformanceAmin Saqi
In this document we review the security and performance of the Central Authentication Service (CAS) protocol. CAS is a single-sign-on / single-sign-off (SSO) protocol for the web originally created by Yale University to provide a trusted way for an application to authenticate a user. It permits a user to access multiple applications while providing their credentials (such as USERID and PASSWORD) only once to a central CAS Server application.
Bajaj Allianz General Insurance chose CRMNEXT to create and automate multi-asset insurance journeys, processes for retail, corporate to deliver a unified experience across channels and bring in business efficiency with consistent growth.
Take a tour of SkillPoint™ - the most powerful and versatile Recruiting Software covering its core features including resume management, the unique workflow navigation, complete process and communication tracking, team management, and more...
Learn more at http://www.platinasoft.com/in/products/skillpoint/
How AI Bot can help to increase the productivity of an organization. Learn the integration of Bot into a team collaboration tool - Microsoft Teams.
www.techconnect.io
Marvin Heng, Microsoft MVP
Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
Key Trends Shaping the Future of Infrastructure.pdfCheryl Hung
Keynote at DIGIT West Expo, Glasgow on 29 May 2024.
Cheryl Hung, ochery.com
Sr Director, Infrastructure Ecosystem, Arm.
The key trends across hardware, cloud and open-source; exploring how these areas are likely to mature and develop over the short and long-term, and then considering how organisations can position themselves to adapt and thrive.
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered QualityInflectra
In this insightful webinar, Inflectra explores how artificial intelligence (AI) is transforming software development and testing. Discover how AI-powered tools are revolutionizing every stage of the software development lifecycle (SDLC), from design and prototyping to testing, deployment, and monitoring.
Learn about:
• The Future of Testing: How AI is shifting testing towards verification, analysis, and higher-level skills, while reducing repetitive tasks.
• Test Automation: How AI-powered test case generation, optimization, and self-healing tests are making testing more efficient and effective.
• Visual Testing: Explore the emerging capabilities of AI in visual testing and how it's set to revolutionize UI verification.
• Inflectra's AI Solutions: See demonstrations of Inflectra's cutting-edge AI tools like the ChatGPT plugin and Azure Open AI platform, designed to streamline your testing process.
Whether you're a developer, tester, or QA professional, this webinar will give you valuable insights into how AI is shaping the future of software delivery.
Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...UiPathCommunity
💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™:
See how to accelerate model training and optimize model performance with active learning
Learn about the latest enhancements to out-of-the-box document processing – with little to no training required
Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages
This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath.
Speakers:
👨🏫 Andras Palfi, Senior Product Manager, UiPath
👩🏫 Lenka Dulovicova, Product Program Manager, UiPath
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
2. Overview of products which expand Contact Center Express
Express
Cisco Social Miner
Cisco Outbound Options
Cisco Quality Management
Cisco WorkForce Management
3. All In One Solution
Agent Desktop Application Cisco Finesse Cisco Agent Desktop
Options Workforce
Management
Quality
Management
Outbound
Options
Contact Center Express
Voice
IVR
API
Reporting
Applications Platform
Business Edition 6000
Business Edition 7000
SocialMiner
4. Cisco SocialMiner 10.5 Overview
Cisco SocialMiner is a customer-care system that
provides the ability to capture, filter, queue, and
report on social contacts for social media
engagement teams and contact center teams.
1 Capture
2 Analyze &Prioritize
3 Communication workflow
4 Assign
Cisco SocialMiner
Social Media 5 Engage
Customer Care Agent
5. SocialMiner Release 10.5
Chat Transcript Download
RTMT Log Collection
Search for Contact by Contact ID
ESXi Support
9. Chat Feed
RSS Feeds
Facebook Fan Page Feed
Chat Feed
Adding a Twitter Stream Feed
10. SocialMiner and UCCX Integration
Cisco Unified CCX Premium provides the facility for end users to initiate a chat session
with the agent, from a website, typically the public website of the organization using
Unified CCX.
Unified CCX provides a separate Agent and Supervisor web application, real-time, and
historical reports for Chat. The chat functionality requires Cisco SocialMiner to be
deployed, and SocialMiner to act as the endpoint that hosts the widgets that end users and
agents use during the chat session. SocialMiner accepts the chat request, communicates
with Unified CCX to allocate an agent for the chat and then establishes the chat session
between agent and end user.
The Unified CCX queues the chat requests from SocialMiner, allocates agents, and
monitors the chat session. Additionally, it facilitates agent state changes and provides the
real-time and historical reports for the Chat.
11. SocialMiner Configuration
Use the Chat Configuration web page to configure and manage Chat
Contact Service Queues (CSQs), Web Forms, and SocialMiner.
The Chat menu contains the following submenu options:
Chat Contact Service Queues
SocialMiner Configuration
Chat System Parameters
Chat Web Form List
Teams
12. The SocialMiner configuration web page is used to configure and
integrate UCCX with SocialMiner.
From the Unified CCX Administration menu bar, choose Subsystems
> Chat > SocialMiner Configuration.
Information Required:
IP or FQDN of SocialMiner server
Username / Password of SocialMiner Administrator
Chat Join Timeout
Chat Inactivity Timeout
Configuration checked against SocialMiner each time page is
displayed.
Status displayed and out-of-sync configuration noted.
13.
14. CCX Administration configures SocialMiner via APIs exposed by
SocialMiner.
A Chat Feed for CCX
Chat Join Timeout - How long will SocialMiner wait for an Agent
to join the chat session?
Chat Inactivity Timeout - How long will SocialMiner wait for the
Customer to type a chat message before automatically ending
the chat session?
A Chat Campaign for CCX
Up to 2 HTTP Notifications (one per UCCX node)
15. Configuring Chat System Parameters
From the Unified CCX Administration menu bar, choose Subsystems
> Chat > Chat System Parameters.
You can now configure the Chat System Parameters.
Chat No Answer Timeout (Seconds) - If an agent does not
respond to the chat request within the timeout duration (in
seconds) specified in this field, the chat request is routed
back to the chat queue. Similar to Select Resource Timeout
in a voice script.
Offer Chat Contact When On Voice Call - Whether agents
are allowed to handle a chat session during a voice call.
16.
17. Configuring Chat CSQ
From the Unified CCX Administration menu bar, choose Subsystems > Chat >
Chat Contact Service Queues.
Click on “Add New”
The Chat Contact Service Queues (CSQs) web page opens. CSQ type
should be selected as Chat.
Resource Selection Model — Only Resource Skills can be used for
Chat CSQs. Resource Groups cannot be used.
Routing Algorithm – Only Longest Available and Most Skilled routing
algorithms implemented at this time.
Select Skills on next page
18.
19.
20. Chat Web Forms & Widgets
From the Unified CCX Administration menu bar, choose Subsystems > Chat
> Chat Widget List. Click on “Add New”.
Add a Name and Description for a new widget
Name should be unique with no special characters
Custom fields can be added to selected fields
Maximum of 10 fields can be selected under Selected Fields.
21.
22.
23.
24. Accept Scenario
On receiving a visual alert for an incoming chat, when an agent accepts
the chat session, the chat window is opened as shown in the following
snapshot. Agent can then chat with the customer as shown.
If CA signed certificate is not upload to SocialMiner, or the self signed
certificate is not installed on the PC, a certificate error will appear before
opening chat window.
Sign Out Scenario
While in an active chat session, if an agent clicks on Sign Out, he is not
allowed to log out and he gets logged out once the current chat session
ends.
25.
26.
27. Chat CSQ Real-Time Reports
State of Agents
in this Queue
Total Presented
Contacts
Total Queued Contacts
[Oldest Waiting
Contact Duration]
Total
Handled
Contacts
(Route to
Agent)
Total
Abandoned
Contacts
(Abandoned
in
Queue)
Longest
Wait
Duration
In Queue
Longest
Contact
Handle
Duratio
n
Avg
Wait
Duration
In Queue
Avg
Handle
Duration
In Queue
28.
29. SocialMiner Search
Features
Search for specific words, terms or
phrases in all social contacts
Auto-complete drop-down option
with searchable fields as you type
Easy-to-use search form alternative
for a more refined search
*
Benefits
Provides a layer of social contact
filtration to meet specific business
needs
Detailed chat transcripts for audit
purposes
30. Chat Transcript UI
Chat title becomes an active
link after chat session closes.
31. Licensing
SocialMiner Server Software License
SocialMiner Users/Agents
Blended Telephone and Social Media Care Team