SYSTEMS AND METHODS FOR GENERATING A SYNCHRONOUS SALES STACK FOR CUSTOMER DIALOG

• US 20090276323A1
• Filed: 05/02/2008
• Published: 11/05/2009
• Est. Priority Date: 05/02/2008
• Status: Active Grant

• Current Assignee: Red Hat, Inc. (International Business Machines Corporation)
• Original Assignee: Red Hat, Inc. (International Business Machines Corporation)
• Inventors: Allen, Timothy E., Mattox, John R., Pierce, Darryl L.
• Granted Patent: US 8,666,843 B2
• Time in Patent Office: Days
• US Class Current: 705/26
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: G06Q 30/0603 Catalogue ordering

Abstract

Embodiments relate to systems and methods for generating a synchronous sales stack for a customer dialog. A user can visit a Web site and load selections into a checkout basket to prepare to purchase desired products and/or services. The user can select a live chat feature, which invokes an instant message, audio or video dialog with a sales representative. The sales representative can initiate a synchronous sales stack with the user, by which the user and sales representative can share a common view of purchase selections and potential alternatives or add-ons to the selections, as they are made. The customer and sales representative can continue their dialog as possible selections are explored, and the resulting sales stack is updated in real-time. When the user is satisfied with their selections, the sales stack can be stored as the customer'"'"'s finalized checkout basket and the transaction can be completed.

Claims

1. A method of generating a shared view in a transaction, comprising:

receiving a set of selections from a user comprising at least one product or service selected by the user for purchase in a transaction;

initiating a live dialog between a sales representative and the user;

generating a set of transaction options based on the set of selections; and

generating a common view of the set of transaction options and the set of selections, the common view being provided for the viewing to the user and the sales representative via a network.

2. The method of claim 1, wherein the network comprises the Internet.

3. The method of claim 1, wherein the live dialog comprises at least one of text chat, an audio link, and a video link.

5. The method of claim 1, wherein the common view comprises a sales stack displaying the set of selections and the set of transaction options.

6. The method of claim 5, wherein the sales stack comprises a representation of the set of selections and the set of transaction options displayed simultaneously to the user and the sales representative.

7. The method of claim 6, wherein the representation is updateable by at least one of the sales representative and the user.

8. The method of claim 1, further comprising receiving user selections from the set of transaction options and generating a finalized set of selections.

9. The method of claim 8, further comprising completing the transaction based on the finalized set of selections.

4. (canceled)

10. A system for generating a common view in a transaction, comprising:

a network interface to a client; and

a transaction engine, communicating with the network interface, the transaction engine being configured to—

receive a set of selections from a user comprising at least one product or service selected by the user for purchase in a transaction,

initiate a live dialog between a sales representative and the user,

generate a set of transaction options based on the set of selections, and

generate a common view of the set of transaction options and the set of selections, the common view being provided for viewing to the user and the sales representative via a network.

11. The system of claim 10, wherein the network comprises the Internet.

12. The system of claim 10, wherein the live dialog comprises at least one of text chat, an audio link, and a video link.

14. The system of claim 10, wherein the common view comprises a sales stack displaying the set of selections and the set of transaction options.

15. The system of claim 14, wherein the sales stack comprises a representation of the set of selections and the set of transaction options displayed simultaneously to the user and the sales representative.

16. The system of claim 15, wherein the representation is updateable by at least one of the sales representative and the user.

17. The system of claim 10, wherein the transaction engine is further configured to receive user selections from the set of transaction options and generate a finalized set of selections.

18. The system of claim 17, wherein the transaction engine is further configured to complete the transaction based on the finalized set of selections.

13. (canceled)

19. A shared view of a transaction, the shared view being stored in a computer readable medium and being generated by a method comprising:

receiving a set of selections from a user comprising at least one product or service selected by a user for purchase in the transaction;

initiating a live dialog between a sales representative and the user;

generating a set of transaction options based on the set of selections; and

generating a common view of the set of transaction options and the set of selections, the common view being provided for viewing to the user and the sales representative via a network.

20. The shared view of claim 19, wherein the live dialog comprises at least one of text chat, an audio link, and a video link.

21. The shared view of claim 19, wherein the common view comprises a sales stack displaying the set of selections and the set of transaction options.

22. The shared view of claim 21, wherein the sales stack comprises a representation of the set of selections and the set of transaction options displayed simultaneously to the user and the sales representative.

23. The shared view of claim 22, wherein the representation is updateable by at least one of the sales representative and the user.