SYSTEM AND METHOD FOR PROVIDING A COMMUNITY PORTAL FOR CHAT-BASED SUPPORT SERVICES

• US 20090006549A1
• Filed: 06/29/2007
• Published: 01/01/2009
• Est. Priority Date: 06/29/2007
• Status: Active Grant

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Data Services Incorporated (Verizon Communications Inc.)
• Inventors: Nageswaram, Amar, Ebrahimi, Fariborz, Kavouspour, Dinyar, SINGH, Amit, Goel, Nikhil
• Granted Patent: US 9,177,283 B2
• Time in Patent Office: Days
• US Class Current: 709/204
• CPC Class Codes: G06F 16/334 Query execution G06F16/335 takes precedence
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/101 Collaborative creation, e.g. joint development of products or services
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: G06Q 30/08 Auctions
• CPC Class Codes: Y10S 707/99933 Query processing, i.e. searching

Abstract

An approach is disclosed for providing a community portal for chat-based support services. Chat sessions corresponding to customer support service are established among multiple users and one or more agents. A community of the users is created during the chat sessions.

Claims

1. A method comprising:

establishing a plurality of chat sessions corresponding to customer support service among a plurality of users and one or more agents; and

creating a community of the users during the chat sessions.

2. A method according to claim 1, wherein the users in the community can share of information using respective chat interfaces of the users.

3. A method according to claim 2, wherein the shared information relates to classified advertisements of the users.

4. A method according to claim 1, the method further comprising:

providing an on-line auction service for the community.

5. A method according to claim 1, further comprising:

distributing service and product information to the users, wherein the service and production information is associated with either a service provider of the customer support service or a third party.

6. A method according to claim 1, further comprising:

retrieving profiles of the users to establish the community.

7. A method according to claim 1, the method further comprising:

monitoring traffic exchanged among the users of the community.

8. A method according to claim 1, the method further comprising:

linking one of the users to either an external community or an external portal.

9. A system comprising:

an instant message platform configured to support a plurality of chat sessions corresponding to customer support service among a plurality of users and one or more agents; and

a community portal configured to communicate with the instant message platform and to create a community of the users during the chat sessions.

10. A system according to claim 9, wherein the users in the community can share of information using respective chat interfaces of the users.

11. A system according to claim 10, wherein the shared information relates to classified advertisements of the users.

12. A system according to claim 9, further comprising:

an application configured to provide an on-line auction service for the community.

13. A system according to claim 9, wherein service and product information is distributed to the users, the service and production information being associated with either a service provider of the customer support service or a third party.

14. A system according to claim 9, further comprising:

a database configured to store profiles of the users, the profiles being used to establish the community.

15. A system according to claim 9, further comprising:

an application configured to monitor traffic exchanged among the users of the community.

16. A system according to claim 9, wherein one of the users is linked to either an external community or an external portal.

17. A method comprising:

establishing, by a user, a chat session for customer support service to an agent, wherein the user is among a plurality of users receiving customer support service; and

selecting an option to participate in one or more communities of the users during the chat sessions.

18. A method according to claim 17, further comprising either:

sharing information, by the user, with the other users of the community, wherein the shared information includes a classified advertisement of the user;

selecting an on-line auction service option for participating in an auction within the community;

or

receiving service and product information, wherein the service and production information is associated with either a service provider of the customer support service or a third party.

19. A method according to claim 17, wherein the community is established based on stored profiles of the users.

20. A method according to claim 17, wherein traffic exchanged among the users of the community is monitored.

21. An apparatus comprising:

a chat interface configured to establish, by a user, a chat session for customer support service to an agent, wherein the user is among a plurality of users receiving customer support service,

wherein the chat interface provides an option to participate in one or more communities of the users during the chat sessions.

22. An apparatus according to claim 21, wherein the chat interface is further configured either to share of information including a classified advertisement of the user, by the user with the other users of the community, to provide an on-line auction service option for participating in an auction within the community, or to receive service and product information, wherein the service and production information is associated with either a service provider of the customer support service or a third party.

23. An apparatus according to claim 21, wherein the community is established based on stored profiles of the users.

24. An apparatus according to claim 21, wherein traffic exchanged among the users of the community is monitored.