Displaying interactive chat sessions

• US 20050132298A1
• Filed: 12/16/2003
• Published: 06/16/2005
• Est. Priority Date: 12/16/2003
• Status: Abandoned Application

• Current Assignee: SAP AG (SAP SE)
• Original Assignee: SAP AG (SAP SE)
• Inventors: Kumar, Janaki, Lueckhoff, Hermann, Fink, Joaquin Garcia, Charnock, L.W. Bryan
• Application Number:
  US10/738,620
• Publication Number:
  US 20050132298A1
• Time in Patent Office: Days
• US Class Current: 715/758
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04L 12/1813 for computer conferences, e.g. chat rooms instant messaging H04L51/04; protocols for multimedia communication H04L65/1101; arrangements for multi-party communication H04L65/403; telephonic conference arrangements H04M3/56; television conference systems H04N7/15
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

Certain implementations of the invention are suitable for use in customer support systems where a service agent and a customer communicate via an interactive chat session. The computer system used by the service agent is capable of providing a graphical user interface (GUI) that displays at least a portion of the chat session in a reserved area. The service agent is able to view the messages of interactive chat session in a reserved area while viewing various task windows that ordinarily cover or replace the chat session window in the work area of the computer system'"'"'s graphic user interface.

Claims

1. A computer program product comprising executable instructions that, when executed, provide a graphical user interface (GUI) for displaying to a user at least a portion of a chat session between the user and a participating party, the GUI comprising:

a work area to display information relating to an interactive session between the user and the participating party, wherein the information displayed in the work area is switchable between a chat session window and an alternative window; and

a reserved area to display at least a portion of the chat session, the reserved area being located in proximity to the work area such that the reserved area is noticeable to the user when the user is working in the work area, and wherein the reserved area displays the at least a portion of the chat session when the work area displays the alternative window.

2. The computer program product of claim 1, wherein the alternative window covers at least a portion of the chat session window when the alternative window is displayed in the working area.

3. The computer program product of claim 1, further comprising a navigational area located in proximity to the work area.

4. The computer program product of claim 3, wherein the navigational area includes buttons that are selectable by the user to switch the information displayed in the work area.

5. The computer program product of claim 1, wherein the alternative window displayed in the work area is a task window for identifying the participating party or the participating party'"'"'s account.

6. The computer program product of claim 1, wherein the alternative window displayed in the work area is a task window for troubleshooting a problem with a product or service.

7. The computer program product of claim 1, wherein the participating party is an existing or potential customer inquiring about product or service information.

8. The computer program product of claim 1, wherein the user is a service agent for providing product or service information to the participating party.

9. The computer program product of claim 8, wherein the user is a service agent for providing computer hardware or software support information to the participating party.

10. A method for displaying on a user'"'"'s display device at least a portion of a chat session between the user and a participating party, the method comprising:

displaying information in a work area of the display device, the information relating to an interactive session between the user and the participating party, wherein the information displayed in the work area is switchable between a chat session window and an alternative window; and

displaying at least a portion of a chat session in a reserved area of the display device, the reserved area being located in proximity to the work area such that the reserved area is noticeable to the user when the user is working in the work area, and wherein the reserved area displays at least a portion of the chat session when the work area displays the alternative window.

11. The method of claim 10, wherein the alternative window covers at least a portion of the chat session window when the alternative window is displayed in the working area.

12. The method of claim 10, further comprising displaying a navigational area located in proximity to the work area.

13. The method of claim 12, wherein the navigational area includes buttons that are selectable by the user to switch the information displayed in the work area.

14. The method of claim 10, wherein the alternative window displayed in the work area is a task window for identifying the participating party or the participating party'"'"'s account.

15. The method of claim 10, wherein the alternative window displayed in the work area is a task window for troubleshooting a problem with a product or service.

16. The method of claim 10, wherein the participating party is an existing or potential customer inquiring about product or service information.

17. The method of claim 10, wherein the user is a service agent for providing product or service information to the participating party.

18. The method of claim 17, wherein the user is a service agent for providing computer hardware or software support information to the participating party.

19. A computer program product comprising executable instructions that, when executed, perform a method to display on a user'"'"'s display device at least a portion of a chat session between the user and a participating party, the method comprising:

displaying information in a work area of the display device, the information relating to an interactive session between the user and the participating party, wherein the information displayed in the work area is switchable between a chat session window and an alternative window; and

displaying at least a portion of a chat session in a reserved area of the display device, the reserved area being located in proximity to the work area such that the reserved area is noticeable to the user when the user is working in the work area, and wherein the reserved area displays at least a portion of the chat session when the work area displays the alternative window.