Method, system and apparatus for establishing and monitoring sessions with clients over a communication network

• US 10,419,372 B2
• Filed: 01/31/2017
• Issued: 09/17/2019
• Est. Priority Date: 12/17/2010
• Status: Active Grant

• Current Assignee: LiveHelpNow LLC
• Original Assignee: LiveHelpNow LLC
• Inventors: Kansky, Michael
• Primary Examiner(s): Shiberou, Mahelet
• Application Number:
  US15/420,893
• Publication Number:
  US 20170142040A1
• Time in Patent Office: 959 Days
• CPC Class Codes: G06F 2203/04803 Split screen, i.e. subdividing the display area or the window area into separate subareas
• CPC Class Codes: G06F 3/0481 based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance
• CPC Class Codes: G06F 3/04847 Interaction techniques to control parameter settings, e.g. interaction with sliders or dials
• CPC Class Codes: G06Q 30/0277 Online advertisement
• CPC Class Codes: G06Q 30/0633 Lists, e.g. purchase orders, compilation or processing
• CPC Class Codes: H04L 41/22 comprising specially adapted graphical user interfaces [GUI]
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34

Abstract

Systems and methods provide real-time communication between website operators and website visitors including monitoring, gathering, managing and sharing of information. The features include: simultaneous chatting with system'"'"'s website visitor while responding/submitting tickets/emails and searching through company knowledge base; operator communicating message to another operator directly in active chat session, while message remains hidden to visitors/customers; displaying advertising messages to visitors/customers within chat window during active chat sessions; growing knowledge base by adding information into knowledge base during chat session; providing real-time access to system'"'"'s website visitor information by seeing the content of visitor'"'"'s shopping cart or by passing information from system'"'"'s server into visitor'"'"'s information located in operator'"'"'s panel; creating and branding multiple chat windows and selectively linking all or some to the account; tagging and grouping each chat sessions; parent-child ticketing for project management; lead scoring; and mobile live chatting.

Claims

1. A method for instantiating and conducting a chat session between an operator of a website and a visitor over a communication network, the method comprising:

selectively activating a first window frame on a first computing device of the operator instantiating at least one chat session for receiving real-time first data input from the operator and second data input from the visitor;

selectively instantiating the at least one chat session on a second computing device of the visitor for receiving real-time the first data from the operator and the second data from the visitor;

during the chat session, instantiating interactive information exchange between the operator and a third party without providing access to the interactive information exchange to the visitor; and

selectively displaying information from the third party, the first data from the operator, and the second data from the visitor in the first window frame.

2. The method of claim 1, wherein the chat session comprises live and interactive information exchange between the operator and the visitor.

3. The method of claim 1, further comprising selectively activating a third window frame on the first computing device of the operator for monitoring a plurality of chat sessions, wherein the monitoring comprises generating a chat session status indicator to indicate at least one of:

a visitor waiting to instantiate a chat session, a visitor waiting for response from the operator, an operator waiting for response from the visitor, an idle chat session where input from a visitor has not been provided for a predetermined period of time, and prior chat session of a visitor.

4. The method of claim 1, further comprising:

monitoring a plurality of chat sessions; and

generating and managing a knowledge base, said knowledge comprises stored information indicative of prior chat sessions and data exchanged during the chat sessions.

5. The method of claim 4, further comprising instantiating a graphical user interface for accessing the knowledge base during a chat session.

6. The method of claim 5, wherein the accessing comprises at least one of:

selectively adding information to the knowledge base;

selectively searching for information previously stored in the knowledge base;

selectively retrieving information from the knowledge base; and

selectively displaying information retrieved from the knowledge base.

7. The method of claim 1, further comprising providing billboard messages including at least one of a text-based message, graphical display, and a clickable hyperlink, wherein the billboard messages comprise a window advertising panel associated with the chat session.

8. The method of claim 1, wherein the first, second and third window frames are provided via at least one of the Internet, an intra-net and an application programming interface (API).

9. The method of claim 6, wherein the selectively adding information to the knowledge base comprises retrieving information from the at least one of data input during a chat session and a ticket generated in connection with a prior or current chat session.

10. The method of claim 1, further comprising managing emails from visitors to the website, and generating or viewing tickets associated with respective chat sessions.

11. The method of claim 1, selectively activating a third window frame on the first computing device of the operator for monitoring a plurality of chat sessions, wherein the monitoring comprises providing a status indicator for each of the plurality of chat sessions.

15. The method of claim 4, wherein the generating of the chat session status indicator comprises color coding uniquely indicative of the at least one of:

the visitor waiting to instantiate a chat session, the visitor waiting for response from the operator, the operator waiting for response from the visitor, the idle chat session, and the prior chat session.

12. A system for conducting a chat session between an operator of a website and a visitor over a communication network, the system comprising:

a first computing device providing interactive information input and display within a first window frame instantiating at least one chat session for receiving real-time first data input from the operator and second data input from the visitor; and

a second computing device instantiating the least one chat session for receiving real-time the first data from the operator and the second data from the visitor;

wherein the first computing device further selectively instantiates in the first window frame, during the at least one chat session, an interactive information exchange between a third party and the operator for receiving real-time third data from the third party,

the information exchange between the third party and the operator is instantiated without providing access to the third data to the visitor, and

the third data from the from the third party, the first data from the operator, and the second data from the visitor are selectively displayed in the first window frame

provided within a graphical user interface of the first computing device of the operator.

13. The system of claim 12, wherein the first computing device further selectively activates a third window frame for at least one of:

monitoring a plurality of chat sessions, managing emails from visitors to the website, and generating or viewing tickets associated with respective chat sessions.

14. The system of claim 12, wherein the first computing device further selectively generates a chat session status indicator in the third window to indicate at least one of:

a visitor waiting to instantiate a chat session, a visitor waiting for response from the operator, an operator waiting for response from the visitor, an idle chat session where input from a visitor has not been provided for a predetermined period of time, and prior chat session of a visitor.

16. The system of claim 12, wherein the monitoring comprises providing a status indicator for each of the plurality of chat sessions.

17. The system of claim 14, wherein the generating of the chat session status indicator comprises color coding uniquely indicative of the at least one of:

the visitor waiting to instantiate a chat session, the visitor waiting for response from the operator, the operator waiting for response from the visitor, the idle chat session, and the prior chat session.

18. A method for establishing and monitoring sessions with clients over a communication network, the method comprising:

conducting at least one chat session between a first party and a second party;

selectively activating a first window frame on a first computing device of the first party instantiating the at least one chat session for receiving real-time first data input from the first party and second data input from the second party;

during the chat session, instantiating interactive information exchange between the first party and a third party without providing access to the interactive information exchange to the second party; and

selectively displaying information from the third party, the first data from the first party, and the second data from the second party in the first window frame.

19. The method of claim 18, further comprising:

monitoring a plurality of chat sessions; and

generating and managing a knowledge base, said knowledge comprises stored information indicative of prior chat sessions and data exchanged during the chat sessions.

20. The method of claim 19, further comprising selectively accessing the knowledge base,

wherein the accessing comprises at least one of:

selectively accessing the knowledge base during the chat session;

selectively adding information to the knowledge base;

selectively searching for information previously stored in the knowledge base;

selectively retrieving information from the knowledge base; and

selectively displaying information retrieved from the knowledge base.