ONLINE MONITORING FOR CUSTOMER SERVICE

• US 20130054707A1
• Filed: 08/30/2011
• Published: 02/28/2013
• Est. Priority Date: 08/30/2011
• Status: Active Grant

• Current Assignee: Oracle International Corporation (Oracle Corporation)
• Original Assignee: Oracle International Corporation (Oracle Corporation)
• Inventors: Muszynski, Stephane, Rainville, James
• Granted Patent: US 8,832,210 B2
• Time in Patent Office: Days
• US Class Current: 709/206
• CPC Class Codes: G06Q 30/01 Customer relationship services

Abstract

A system can monitor online services based on conditions that can be selected by an administrator. The system can identify and select messages from within the online services. The system can then transform the selected messages into a specific format and forward the transformed messages to an agent console application. The agent console application can be located, for example, at a call center. Within the agent console application, an agent can respond to the forwarded messages using a single unified interface that an agent uses to respond to a chat session request, or telephone call, for customer service. Thus, the specific communication details of the online services can be abstracted by the system, so that the agent can respond to the forwarded messages of different online services using the single unified interface.

Claims

1. A computer-readable medium having instructions stored thereon that, when executed by a processor, cause the processor to monitor, and respond to, one or more online service messages, the instructions comprising:

monitoring an online service based on a rule that comprises one or more conditions;

selecting an online service message that has been broadcast within the online service that satisfies at least one condition of the rule;

assigning the online service message to a logical grouping of one or more agents based on the rule;

creating a chat session;

transforming the online service message into a chat session message; and

transmitting the chat session message within the chat session to an agent console associated with the logical grouping of one or more agents.

2. The computer-readable medium of claim 1, wherein the instructions further comprise automatically assigning the online service message to an agent within the logical grouping of the one or more agents.

3. The computer-readable medium of claim 1, wherein the rule is defined by a rule engine and stored within a database.

4. The computer-readable medium of claim 1, wherein an abstraction layer abstracts implementation details of the online service;

and

wherein the abstraction layer creates a line driver process that receives the rule and monitors the online service based on the rule.

5. The computer-readable medium of claim 4, wherein the abstraction layer creates a monitoring registration process that receives a provisioning message that comprises the rule;

wherein the abstraction layer creates an agent console transmission process that transmits the online service message to the agent console; and

wherein the abstraction layer creates an agent console reception process that receives a response message from the agent console.

6. The computer-readable medium of claim 1, wherein the chat session is created based on a chat protocol;

and

wherein the chat session is displayed within a chat window that is displayed within a user interface of the agent console.

7. The computer-readable medium of claim 1, wherein the online service comprises one of:

a social networking service;

a text messaging service; and

an instant messaging service.

8. A computer-implemented method for monitoring, and responding to, one or more online service messages, the computer-implemented method comprising:

monitoring an online service based on a rule that comprises one or more conditions;

selecting an online service message that has been broadcast within the online service that satisfies at least one condition of the rule;

assigning the online service message to a logical grouping of one or more agents based on the rule;

creating a chat session;

transforming the online service message into a chat session message;

transmitting the chat session message within the chat session to an agent console associated with the logical grouping of one or more agents.

9. The computer-implemented method of claim 8, further comprising automatically assigning the online service message to an agent within the logical grouping of the one or more agents.

10. The computer-implemented method of claim 8, wherein the rule is defined by a rule engine and stored within a database.

11. The computer-implemented method of claim 8, wherein an abstraction layer abstracts implementation details of the online service;

and

wherein the abstraction layer creates a line driver process that receives the rule and monitors the online service based on the rule.

12. The computer-implemented method of claim 11, wherein the abstraction layer creates a monitoring registration process that receives a provisioning message that comprises the rule;

wherein the abstraction layer creates an agent console transmission process that transmits the online service message to the agent console; and

wherein the abstraction layer creates an agent console reception process that receives a response message from the agent console.

13. The computer-implemented method of claim 8, wherein the chat session is created based on a chat protocol;

and

wherein the chat session is displayed within a chat window that is displayed within a user interface of the agent console.

14. The computer-implemented method of claim 8, wherein the online service comprises one of:

a social networking service;

a text messaging service; and

an instant messaging service.

15. A system, comprising:

an online service monitor that monitors an online service based on a rule that comprises one or more conditions;

an online service message selector that selects an online service message that has been broadcast within the online service that satisfies at least one condition of the rule;

an online service message assignor that assigns the online service message to a logical grouping of one or more agents based on the rule;

a chat session creator that creates a chat session;

an online service message transformer that transforms the online service message into a chat session message; and

a chat session message transmitter that transmits the chat session message within the chat session to an agent console associated with the logical grouping of one or more agents.

16. The system of claim 15, wherein the online service message assignor automatically assigns the online service message to an agent within the logical grouping of the one or more agents.

17. The system of claim 15, further comprising a rule engine;

wherein the rule is defined by the rule engine and stored within a database.

18. The system of claim 15, further comprising an abstraction layer and a line driver process;

wherein the abstraction layer abstracts implementation details of the online service; and

wherein the abstraction layer creates the line driver process that receives the rule and monitors the online service based on the rule.

19. The system of claim 18, further comprising a monitoring registration process, an agent console transmission process, and an agent console reception process;

wherein the abstraction layer creates the monitoring registration process that receives a provisioning message that comprises the rule;

wherein the abstraction layer creates the agent console transmission process that transmits the online service message to the agent console; and

wherein the abstraction layer creates the agent console reception process that receives a response message from the agent console.

20. The system of claim 15, wherein the chat session creator creates the chat session based on a chat protocol;

and

wherein the chat session creator displays the chat session within a chat window that is displayed within a user interface of the agent console.