Integrating live chat into an online credit card application

• US 20040172358A1
• Filed: 02/19/2004
• Published: 09/02/2004
• Est. Priority Date: 11/03/1998
• Status: Active Grant

• Current Assignee: LivePerson Incorporated
• Original Assignee: NextCard, Inc.
• Inventors: Coltrell, Timothy, Reddi, Munnamgi S., Tracy, Christopher O., Lent, Jeremy, Huang, TaChung
• Granted Patent: US 7,346,576 B2
• Time in Patent Office: Days
• US Class Current: 705/38
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: G06Q 40/00 Finance; Insurance; Tax strategies; Processing of corporate or income taxes
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03
• CPC Class Codes: G06Q 40/03 Credit; Loans; Processing thereof
• CPC Class Codes: G06Q 40/08 Insurance

Abstract

A system and method are described for providing on line chat help to an applicant. An application identifier and a chat applet are inserted into a web page. The web page is sent to the applicant. The chat applet is configured to determine based on an event that the applicant could benefit from online chat and, upon such determination, to send a request to a chat server for a connection and to include the application identifier with the request.

Claims

1. A method of providing on line chat help to an applicant comprising:

inserting an application identifier and a chat applet into a web page; and

sending the web page to the applicant;

wherein the chat applet is configured to determine that a period of time has expired without an action from the applicant and, upon such determination, to send a request to a chat server for a connection and to include the application identifier with the request.

2. A method as recited in claim 1 wherein the applicant is applying for credit.

3. A method as recited in claim 1 wherein the applicant is applying for a credit card.

4. A method as recited in claim 1 further comprising:

receiving the request for a chat connection and the corresponding application identifier;

establishing a chat connection with the applicant; and

using the applicant identifier to obtain information from a remote server about an application that the applicant is in the process of completing.

5. A method of providing on line chat help to an applicant as recited in claim 4 wherein the application identifier is used to access an application while the request for a chat connection is waiting in a queue.

6. A method of providing on line chat help to an applicant comprising:

determining that a period of time has expired without an action from the applicant; and

sending a request to a chat server for a connection wherein the request includes an application identifier associated with the applicant.

7. An application server for providing on line chat help to an applicant comprising:

a processor configured to insert an application identifier and a chat applet into a web page; and

an applicant interface configured to send the web page to the applicant;

wherein the chat applet is configured to determine that a period of time has expired without an action from the applicant and, upon such determination, to send a request to a chat server for a connection and to include the application identifier with the request.

8. An applicant client for obtaining on line chat help comprising:

a processor configured to determine that a period of time has expired without an action from the applicant;

a chat interface configured to send a request to a chat server for a connection wherein the request includes an application identifier associated with the applicant.