SLIDER AND HISTORY FIELD FOR SMART CHAT SESSIONS

• US 20150161617A1
• Filed: 12/09/2014
• Published: 06/11/2015
• Est. Priority Date: 07/22/2010
• Status: Active Grant

• Current Assignee: [24]7.ai, Inc.
• Original Assignee: 24/7 Customer Incorporated
• Inventors: KANNAN, Pallipuram V., JAIN, Mohit
• Granted Patent: US 9,851,869 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 3/0481 based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance
• CPC Class Codes: G06F 3/04817 using icons graphical or visual programming using iconic symbols G06F8/34
• CPC Class Codes: G06F 3/0482 Interaction with lists of selectable items, e.g. menus
• CPC Class Codes: G06F 3/0488 using a touch-screen or digitiser, e.g. input of commands through traced gestures
• CPC Class Codes: G06F 3/167 Audio in a user interface, e.g. using voice commands for navigating, audio feedback
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]

Abstract

A context sensitive slider content area provides a slide out mechanism that is automatically actuated when additional information is needed during a chat session between an agent and a visitor, e.g. where a pre-chat and/or exit form is to be completed. The context sensitive slide out content area also provides problem resolution information to the visitor to help in solving problems, e.g. the top five problems; and also provides a self-service step-by-step wizard. A history section is provided with which the visitor can track back all previous steps carried out within the smart client. A history bar provides an iconic representation of all previous activities. A technique is also disclosed for executing various actions, such as form filling or requests for additional services, in a chat session.

Claims

1. An apparatus, comprising:

a processor, said processor implementing a chat client on a user device, said chat client comprising a chat tool and chat content display area for user participation during a chat session held between said user and an agent; and

based upon context of said chat session, said processor automatically displaying a context sensitive display area on the user device that is independent of, and that appears to slide out from and at least partially replace, said chat content display area;

said context sensitive display area providing relevant questions to the user, the user'"'"'s answers to which aid the agent in assisting the user, or presenting additional information to the user that is relevant to the chat session.

2. The apparatus of claim 1, wherein the context of said chat session is determined, at least in part, based on user click stream data.

3. The apparatus of claim 1, said context sensitive display area comprising any of a pre-chat and/or exit form.

4. The apparatus of claim 1, said context sensitive display area comprising a context determined presentation of problem resolution information provided in response to user interaction with said chat client to help said user in solving specific problems.

5. The apparatus of claim 4, said problem resolution information comprising a listing of resolutions for two or more problems in response to user interaction with said chat client.

6. The apparatus of claim 1, said context sensitive display area comprising a self-service step-by-step wizard.

7. The apparatus of claim 1, wherein said context sensitive display area is configured to be triggered by said chat agent during said chat agent interaction with said user to provide information and/or forms to said user.

8. The apparatus of claim 1, said chat client executing user actions other than an exchange of chat messages during a chat session.

9. The apparatus of claim 1, said chat content display area displaying a chat session history with which said user tracks back all previous steps carried out with said chat client.

10. The apparatus of claim 9, said chat session history comprising a history bar that provides an iconic representation of all previous user activities.

11. A smart chat client implemented in a communications device having a display that comprises a chat area, comprising:

a display comprising content area that comprises an iconic representation of previous activities completed by a user of said device, wherein said content area-displays a chat session history with which said user tracks back previous steps carried out with said chat client;

said display further comprising a chat area with which said user is automatically connected to a chat queue, and into which said user enters the user'"'"'s side of a chat session and views an agent'"'"'s side of said chat session; and

said display further comprising a context sensitive display area that is automatically displayed based on context of chat session when additional information is needed during said chat session between the user and the agent, wherein the context sensitive display area is independent of, and appears to slide out from and at least partially replace said chat content display area.

12. The smart chart client of claim 11, said context sensitive display area providing relevant questions to the user, the user'"'"'s answers to which aid the agent in assisting the user.

13. The smart chart client of claim 11, said context sensitive display area comprising any of a pre-chat and/or exit form.

14. The smart chart client of claim 11, said chat session history comprising a history bar that provides the iconic representation of all previous user activities.

15. A computer implemented chat method, comprising:

displaying, by a processor in a visitor device facilitating browsing to a the website, a chat area with which said visitor is automatically connected to a chat queue, and into which said visitor enters the visitor'"'"'s side of a chat session and views an agent'"'"'s side of said chat session, said chat area displaying a history bar that provides an iconic representation of all previous visitor activities carried out with said chat session; and

based upon context of said chat session, or upon actuation by said agent, automatically displaying, by said processor, presenting a sliding presentation of a multimedia chat widget to said visitor, wherein said chat widget appears to slide from and at least partially replaces said chat area, and wherein visitor interaction with, and content of, said chat widget is independent of said chat area.

16. The method of claim 15, further comprising:

presenting, by said processor, to said visitor a choice to select between a chat session, a voice session, and a submit button within a pre-chat form displayed within said chat widget, said pre-chat form providing an area for entry of a visitor request.

17. The method of claim 16, further comprising:

displaying, by said processor, a pre-chat form icon in a history bar after said pre-chat form has been submitted by said visitor,

wherein said processor displays the submitted form to said visitor in response to said visitor clicking the icon in the history bar.

18. The method of claim 15, further comprising:

generating and displaying, by said processor, a list of top predictions regarding a visitor'"'"'s request to the visitor in said chat widget;

advancing, by said processor, a session in response to said visitor selecting an entry in said list.

19. The method of claim 18, further comprising:

displaying, by said processor, in response to the visitor selecting an entry on said list, a self-service wizard in said chat widget.

20. The method of claim 19, comprising:

a first part of said chat widget displaying prerequisites which identify information that the visitor needs to have available to continue the chat session; and

a second part of the chat widget displaying steps to be followed by the visitor in connection with said visitor'"'"'s request.

21. The method of claim 20, further comprising:

displaying a self-service icon display in the history bar in response to the visitor submitting the self-service wizard.

22. The method of claim 19, further comprising:

displaying, by said processor, a resolution question to the visitor and, responsive to said visitor'"'"'s entry, displaying a feedback request message and a submit button to the visitor by said visitor; and

displaying a feedback form icon in the history icon after the feedback form is submitted.