Authentication of service requests using a communications initiation feature

• US 10,038,683 B2
• Filed: 04/18/2016
• Issued: 07/31/2018
• Est. Priority Date: 12/14/2010
• Status: Active Grant

• Current Assignee: LivePerson Incorporated
• Original Assignee: LivePerson Incorporated
• Inventors: Barak, Matan, Lewis, Todd, Mulhearn, Justin Robert
• Primary Examiner(s): Ndiaye, Cheikh
• Application Number:
  US15/131,777
• Publication Number:
  US 20170054701A1
• Time in Patent Office: 834 Days
• CPC Class Codes: H04L 41/00 Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
• CPC Class Codes: H04L 51/02 using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services
• CPC Class Codes: H04L 51/18 Commands or executable codes
• CPC Class Codes: H04L 51/52 for supporting social networking services
• CPC Class Codes: H04L 63/08 for authentication of entities cryptographic mechanisms or cryptographic arrangements for entity authentication H04L9/32
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/141 Setup of application sessions admission control or resource allocation in data switching networks H04L47/70
• CPC Class Codes: H04L 67/306 User profiles

Abstract

Described are computer-based methods and apparatuses, including computer program products, for facilitating communications initiated through a social networking account. A detected message communicated using a social networking account can be determined to satisfy a response criteria. Code for displaying a communications initiation feature on a customer communications apparatus associated with the social networking account can be transmitted. Selection information representing a selection of the communications initiation feature can be received and can include a parameter associated with the selection and origin information. The selection information can be validated by determining that the selection is associated with the social networking account and by comparing the parameter with a stored credential associated with the communications initiation feature. When the selection is validated, the communications can be facilitated.

Claims

1. A computer-implemented method, comprising:

detecting a message communicated using a social networking account, wherein the social networking account is associated with a communications apparatus;

determining that the message satisfies a response criteria, wherein, when the response criteria is satisfied, code for initiating a communication session with an agent device is generated, and wherein the code is associated with a connection parameter;

transmitting the code, wherein, when the code is received at the communications apparatus, the code causes a communications initiation feature to be displayed on the communications apparatus, and wherein the communications initiation feature facilitates a communication session with the agent device when the communications initiation feature is selected;

receiving selection information representing a selection of the communications initiation feature, wherein the selection information includes a selection parameter associated with the selection of the communications initiation feature;

determining whether the selection information satisfies the connection parameter associated with the code, wherein determining includes comparing the selection parameter with the connection parameter; and

facilitating a communication session between the communications apparatus and the agent device when the selection information matches the connection parameter, wherein, when the selection information does not match the connection parameter, the communication session between the communications apparatus and the agent device is not facilitated.

2. The computer-implemented method of claim 1, wherein the connection parameter includes an activation time period, wherein, when the selection parameter corresponds to the activation time period, a communication session is facilitated between the communications apparatus and the agent device, wherein, when the selection parameter does not correspond to the activation time period, webpage data is transmitted, and wherein the webpage data causes a webpage to be displayed at the communications apparatus.

3. The computer-implemented method of claim 2, wherein the activation time period corresponds to a time period during which the communication session between the communications apparatus and the agent device is available.

4. The computer-implemented method of claim 2, wherein facilitating the communication session between the communications apparatus and the agent device comprises:

transmitting a message, wherein when the message is transmitted by the agent device, the message is transmitted using a messaging service; and

receiving a response, wherein when the response is received from the communications apparatus, the message is received using the messaging service.

5. The computer-implemented method of claim 1, wherein determining whether the selection information satisfies the stored credential further comprises:

identifying a number of times the communications initiation feature has been selected, wherein identifying uses the selection information;

comparing the identified number of times with a threshold value; and

determining whether to initiate a service request based on a result of comparing the identified number of times with the threshold value.

6. The computer-implemented method of claim 1, wherein the connection parameter corresponds to a defined location region, and wherein when the selection parameter corresponds to a location within the defined location region, the communication session is facilitated between the agent device and the communications apparatus.

7. A system, comprising:

one or more data processors; and

a non-transitory computer-readable storage medium containing instructions which, when executed on the one or more data processors, cause the one or more data processors to perform operations including;

detecting a message communicated using a social networking account, wherein the social networking account is associated with a communications apparatus;

determining that the message satisfies a response criteria, wherein, when the response criteria is satisfied, code for initiating a communication session with an agent device is generated, and wherein the code is associated with a connection parameter;

transmitting the code, wherein, when the code is received at the communications apparatus, the code causes a communications initiation feature to be displayed on the communications apparatus, and wherein the communications initiation feature facilitates a communication session with the agent device when the communications initiation feature is selected;

receiving selection information representing a selection of the communications initiation feature, wherein the selection information includes a selection parameter associated with the selection of the communications initiation feature;

determining whether the selection information satisfies the connection parameter associated with the code, wherein determining includes comparing the selection parameter with the connection parameter; and

facilitating a communication session between the communications apparatus and the agent device when the selection information matches the connection parameter, wherein, when the selection information does not match the connection parameter, the communication session between the communications apparatus and the agent device is not facilitated.

8. The system of claim 7, wherein the connection parameter includes an activation time period, wherein, when the selection parameter corresponds to the activation time period, a communication session is facilitated between the communications apparatus and the agent device, wherein, when the selection parameter does not correspond to the activation time period, webpage data is transmitted, and wherein the webpage data causes a webpage to be displayed at the communications apparatus.

9. The system of claim 8, wherein the activation time period corresponds to a time period during which the communication session between the communications apparatus and the agent device is available.

10. The system of claim 8, wherein facilitating the communication session between the communications apparatus and the agent device comprises:

transmitting a message, wherein when the message is transmitted by the agent device, the message is transmitted using a messaging service; and

receiving a response, wherein when the response is received from the communications apparatus, the message is received using the messaging service.

11. The system of claim 7, wherein determining whether the selection information satisfies the stored credential further comprises:

identifying a number of times the communications initiation feature has been selected, wherein identifying uses the selection information;

comparing the identified number of times with a threshold value; and

determining whether to initiate a service request based on a result of comparing the identified number of times with the threshold value.

12. The system of claim 7, wherein the connection parameter corresponds to a defined location region, and wherein when the selection parameter corresponds to a location within the defined location region, the communication session is facilitated between the agent device and the communications apparatus.

13. A computer-program product tangibly embodied in a non-transitory machine-readable storage medium, including instructions configured to cause a data processing apparatus to perform operations including:

detecting a message communicated using a social networking account, wherein the social networking account is associated with a communications apparatus;

determining that the message satisfies a response criteria, wherein, when the response criteria is satisfied, code for initiating a communication session with an agent device is generated, and wherein the code is associated with a connection parameter;

transmitting the code, wherein, when the code is received at the communications apparatus, the code causes a communications initiation feature to be displayed on the communications apparatus, and wherein the communications initiation feature facilitates a communication session with the agent device when the communications initiation feature is selected;

receiving selection information representing a selection of the communications initiation feature, wherein the selection information includes a selection parameter associated with the selection of the communications initiation feature;

determining whether the selection information satisfies the connection parameter associated with the code, wherein determining includes comparing the selection parameter with the connection parameter; and

facilitating a communication session between the communications apparatus and the agent device when the selection information matches the connection parameter, wherein, when the selection information does not match the connection parameter, the communication session between the communications apparatus and the agent device is not facilitated.

14. The computer-program product of claim 13, wherein the connection parameter includes an activation time period, wherein, when the selection parameter corresponds to the activation time period, a communication session is facilitated between the communications apparatus and the agent device, wherein, when the selection parameter does not correspond to the activation time period, webpage data is transmitted, and wherein the webpage data causes a webpage to be displayed at the communications apparatus.

15. The computer-program product of claim 14, wherein the activation time period corresponds to a time period during which the communication session between the communications apparatus and the agent device is available.

16. The computer-program product of claim 14, wherein facilitating the communication session between the communications apparatus and the agent device comprises:

transmitting a message, wherein when the message is transmitted by the agent device, the message is transmitted using a messaging service; and

receiving a response, wherein when the response is received from the communications apparatus, the message is received using the messaging service.

17. The computer-program product of claim 13, wherein determining whether the selection information satisfies the stored credential further comprises:

identifying a number of times the communications initiation feature has been selected, wherein identifying uses the selection information;

comparing the identified number of times with a threshold value; and

determining whether to initiate a service request based on a result of comparing the identified number of times with the threshold value.