SYSTEM AND METHODS FOR SEARCHING AND COMMUNICATION

• US 20170169081A1
• Filed: 12/20/2016
• Published: 06/15/2017
• Est. Priority Date: 08/04/2008
• Status: Active Grant

• Current Assignee: LivePerson Incorporated
• Original Assignee: LivePerson Incorporated
• Inventors: Barak, Matan, Goldstein, Uri, Schorzman, Julius, Ninio, Nir Holtzman
• Granted Patent: US 10,657,147 B2
• Time in Patent Office: Days
• CPC Class Codes: G06F 16/13 File access structures, e.g. distributed indices arrangements of input from, or output to, record carriers G06F3/06
• CPC Class Codes: G06F 16/22 Indexing; Data structures therefor; Storage structures
• CPC Class Codes: G06F 16/24578 using ranking
• CPC Class Codes: G06F 16/248 Presentation of query results
• CPC Class Codes: G06F 16/285 Clustering or classification
• CPC Class Codes: G06F 16/335 Filtering based on additional data, e.g. user or group profiles filtering in web context G06F16/9535, G06F16/9536
• CPC Class Codes: G06F 16/951 Indexing; Web crawling techniques
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: G06F 16/9538 Presentation of query results
• CPC Class Codes: G06F 40/134 Hyperlinking
• CPC Class Codes: H04L 47/783 Distributed allocation of resources, e.g. bandwidth brokers
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 67/01 Protocols

Abstract

Described are computer-based methods and apparatuses, including computer program products, comprising the steps of, or structure for, storing a plurality of expert profiles in a database, each of the plurality of expert profiles comprising information associated with a person having knowledge in a particular category, subject or topic; receiving search criteria over a network from a query source; selecting at least one of the plurality of expert profiles comprising information that satisfy the search criteria; and transmitting expert profile data for each of the selected expert profiles to the remote search engine, the expert profile data comprising data that defines a displayable representation of a corresponding expert profile, the expert profile data further comprising data that facilitates a client-initiated, real-time communication session over the network with a person associated with the corresponding expert profile.

Claims

1. (canceled)

2. A computer-implemented method, comprising:

storing, by an agent server, topic data and agent data in a database;

associating, by the agent server, topic data with one or more agents, wherein agents are active or inactive, wherein agents are relevant or irrelevant to the topic data, and wherein agents are relevant when a topic included in one or more profiles of one or more relevant agents matches the topic data;

associating, by the agent server, one or more interaction options with active relevant agents;

determining, by the agent server, status data, wherein the status data is stored in the database, and wherein the status data corresponds to active relevant agents associated with one or more interaction options and the topic data;

receiving an agent search request at the agent server, wherein the agent search request is generated in response to information being posted to a published information feed, wherein the information posted to the published information feed does not include a request for an agent, and wherein the agent search request includes the topic data and is used to determine active agents relevant to the topic data;

determining, by the agent server using the status data, whether any agents relevant to the topic data are active;

transmitting, by the agent server, data associated with an interactive element, wherein the interactive element is associated with an active agent relevant to the topic data, wherein the interactive element is associated with the published information feed by a network server, wherein the interactive element is separate from the information posted to the published information feed, and wherein the interactive element is displayed with the information posted to the published information feed; and

receiving, by the agent server, data corresponding to a selection of the interactive element associated with the published information feed, wherein the selected interactive element is associated with one or more agents based on the status data, wherein the selection of the interactive element facilitates an interaction option among two or more devices, and wherein at least one device is associated with the active agent relevant to the topic data.

3. The method of claim 2, wherein the published information feed is an information feed of a social networking website.

4. The method of claim 2, wherein the published information feed is a discussion thread of a website.

5. The method of claim 2, wherein the status data is dynamically modifiable.

6. The method of claim 2, wherein the status data is active or inactive, wherein the status data is active when a relevant agent associated with the topic is active, and wherein the status data is inactive when a relevant agent associated with the topic is inactive.

7. The method of claim 2, wherein the one or more interaction options include communication logic configured to facilitate a real-time communication session.

8. The method of claim 7, wherein real-time communication sessions include text messaging sessions, internet telephony sessions, or real-time chat sessions, and wherein real-time chat sessions include audio, video, or textual communication.

9. The method of claim 2, wherein an agent corresponds to an individual, and wherein when a relevant agent is active, the individual is available, and wherein when a relevant agent is inactive, the individual is unavailable.

10. The method of claim 9, wherein an available individual is an individual that is available for a real-time communication session including text messaging sessions, internet telephony sessions, or real-time chat sessions, and wherein real-time chat sessions include audio, video, or textual communication.

11. The method of claim 2, wherein when a relevant agent associated with the topic data is active, corresponding status data is generated.

12. A system including an agent server, comprising:

a processor;

a non-transitory computer-readable storage medium containing instructions which when executed on the processor, cause the processor to perform operations including;

storing topic data and agent data in a database;

associating topic data with one or more agents, wherein agents are active or inactive, wherein agents are relevant or irrelevant to the topic data, and wherein agents are relevant when a topic included in one or more profiles of one or more relevant agents matches the topic data;

associating one or more interaction options with active relevant agents;

determining status data, wherein the status data is stored in the database, and wherein the status data corresponds to active relevant agents associated with one or more interaction options and the topic data;

receiving an agent search request at the agent server, wherein the agent search request is generated in response to information being posted to a published information feed, wherein the information posted to the published information feed does not include a request for an agent, and wherein the agent search request includes the topic data and is used to determine active agents relevant to the topic data;

determining, using the status data, whether any agents relevant to the topic data are active;

transmitting data associated with an interactive element, wherein the interactive element is associated with an active agent relevant to the topic data, wherein the interactive element is associated with the published information feed by a network server, wherein the interactive element is separate from the information posted to the published information feed, and wherein the interactive element is displayed with the information posted to the published information feed; and

receiving data corresponding to a selection of the interactive element associated with the published information feed, wherein the selected interactive element is associated with one or more agents based on the status data, wherein the selection of the interactive element facilitates an interaction option among two or more devices, and wherein at least one device is associated with the active agent relevant to the topic data.

13. The system of claim 12, wherein the published information feed is an information feed of a social networking website.

14. The system of claim 12, wherein the published information feed is a discussion thread of a website.

15. The system of claim 12, wherein the status data is active or inactive, wherein the status data is active when a relevant agent associated with the topic is active, and wherein the status data is inactive when a relevant agent associated with the topic is inactive.

16. The system of claim 12, wherein the one or more interaction options include communication logic configured to facilitate a real-time communication session.

17. The system of claim 16, wherein real-time communication sessions include text messaging sessions, internet telephony sessions, or real-time chat sessions, and wherein real-time chat sessions include audio, video, or textual communication.

18. The system of claim 12, wherein when a relevant agent associated with the topic data is active, corresponding status data is generated.

19. A computer-program product tangibly embodied in a non-transitory machine-readable storage medium of an agent server, including instructions configured to cause a data processing apparatus to:

store topic data and agent data in a database;

associate topic data with one or more agents, wherein agents are active or inactive, wherein agents are relevant or irrelevant to the topic data, and wherein agents are relevant when a topic included in one or more profiles of one or more relevant agents matches the topic data;

associate one or more interaction options with active relevant agents;

determine status data, wherein the status data is stored in the database, and wherein the status data corresponds to active relevant agents associated with one or more interaction options and the topic data;

receive an agent search request at the agent server, wherein the agent search request is generated in response to information being posted to a published information feed, wherein the information posted to the published information feed does not include a request for an agent, and wherein the agent search request includes the topic data and is used to determine active agents relevant to the topic data;

determine, using the status data, whether any agents relevant to the topic data are active;

transmit data associated with an interactive element, wherein the interactive element is associated with an active agent relevant to the topic data, wherein the interactive element is associated with the published information feed by a network server, wherein the interactive element is separate from the information posted to the published information feed, and wherein the interactive element is displayed with the information posted to the published information feed; and

receive data corresponding to a selection of the interactive element associated with the published information feed, wherein the selected interactive element is associated with one or more agents based on the status data, wherein the selection of the interactive element facilitates an interaction option among two or more devices, and wherein at least one device is associated with the active agent relevant to the topic data.

20. The computer-program product of claim 19, wherein the published information feed is an information feed of a social networking site.

21. The computer-program product of claim 19, wherein the published information feed is a discussion thread of a website.