VISUALIZATION OF CHAT TASK RECORDING, LINKING MESSAGING, AND RECORD KEEPING

• US 20170308859A1
• Filed: 04/20/2017
• Published: 10/26/2017
• Est. Priority Date: 04/20/2016
• Status: Active Grant

• Current Assignee: ServiceNow Incorporated
• Original Assignee: ServiceNow Incorporated
• Inventors: Azmoon, Troy, Luddy, Frederic B.
• Granted Patent: US 11,410,127 B2
• Time in Patent Office: Days
• CPC Class Codes: G06F 2203/04803 Split screen, i.e. subdividing the display area or the window area into separate subareas
• CPC Class Codes: G06F 3/0482 Interaction with lists of selectable items, e.g. menus
• CPC Class Codes: G06F 3/0486 Drag-and-drop
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/103 Workflow collaboration or project management
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services
• CPC Class Codes: H04L 51/08 Annexed information, e.g. attachments
• CPC Class Codes: H04L 51/216 Handling conversation history, e.g. grouping of messages in sessions or threads

Abstract

A system is provided for displaying information related to a task in a chronological chat format. The system may include a memory, a processor configured to execute instructions stored within the memory, a network interface communicatively coupled to a network, a task database having records for a plurality of tasks, and a display that allows selection of a task record from the plurality of tasks. The display displays chat information obtained from the task record along with task-related data, such as customer data, received over the network interface in real time. The display may also allow selection of other individuals related to the task to participate in a chat session. The task-related data includes both textual data and attached file information.

Claims

1. A system for displaying information related to a task, comprising:

a memory;

a processor configured to execute instructions stored within the memory;

a network interface configured to communicatively couple the processor to a network;

a task database comprising records for a plurality of tasks;

a display operably coupled to the processor, and based at least in part on the instructions executed by the processor, the display being configured to;

allow selection of a task record from the plurality of tasks; and

display a chat session in chronological order, the chat session comprising chat information obtained from the task record along with task-related data received over the network interface in real time, wherein the task-related data comprises both textual data and attached file information.

2. The system, as set forth in claim 1, wherein the display, based at least in part on the instructions executed by the processor, is configured to provide a visualization of data in the task record as chronologically ordered chat elements.

3. The system, as set forth in claim 2, wherein the processor directly generates the chronologically ordered chat elements from the data in the task record.

4. The system, as set forth in claim 1, wherein the display, based at least in part on the instructions executed by the processor, is configured to provide:

a text entry region to display the chat session and to enter the textual data;

an agent region to display information relating to an agent involved in the chat session; and

an attachment region to display the attached file information related to the chat session.

5. The system, as set forth in claim 4, wherein the display, based at least in part on the instructions executed by the processor, is configured to add the attached file information from the attachment region to the text entry region.

6. The system, as set forth in claim 1, wherein the attached file information comprises links to websites.

7. The system, as set forth in claim 1, wherein the attached file information comprises file information from a customer involved in the chat session.

8. The system, as set forth in claim 1, wherein the attached file information comprises file information from an agent involved in the chat session.

9. The system, as set forth in claim 1, wherein the display, based at least in part on the instructions executed by the processor, is configured to provide a visual task board in which a plurality of abbreviated chat sessions are displayed.

10. The system, as set forth in claim 9, wherein the display, based at least in part on the instructions executed by the processor, is configured to provide at least one status indicator relating to the status of one or more of the plurality of abbreviated chat sessions.

11. The system, as set forth in claim 9, wherein the display, based at least in part on the instructions executed by the processor, is configured to allow selection of one of the plurality of abbreviated chat sessions to display the associated chat session.

12. The system, as set forth in claim 1, wherein the display, based at least in part on the instructions executed by the processor, is configured to allow selection of other individuals related to the task to participate in the chat session.

13. A method for displaying information related to a task, comprising:

displaying a chat session with a customer in chronological order, the chat session comprising chat information related to a task record along with task-related data received over a network interface in real time, wherein the task-related data comprises both textual data and attached file information.

14. The method, as set forth in claim 13, comprising providing a visualization of data in the task record as chronologically ordered chat elements.

15. The method, as set forth in claim 14, generating the chronologically ordered chat elements from the data in the task record.

16. The method, as set forth in claim 13, comprising displaying:

a text entry region to display the chat session and to enter the textual data;

an agent region to display information relating to an agent involved in the chat session; and

an attachment region to display the attached file information related to the chat session.

17. The method, as set forth in claim 16, comprising adding the attached file information from the attachment region to the text entry region.

18. The method, as set forth in claim 13, wherein the attached file information comprises links to websites.

19. The method, as set forth in claim 13, wherein the attached file information comprises file information from a customer involved in the chat session.

20. The method, as set forth in claim 13, wherein the attached file information comprises file information from an agent involved in the chat session.

21. The method, as set forth in claim 13, comprising displaying a visual task board in which a plurality of abbreviated chat sessions are displayed.

22. The method, as set forth in claim 21, comprising providing at least one status indicator relating to the status of one or more of the plurality of abbreviated chat sessions.

23. The method, as set forth in claim 21, comprising allowing selection of one of the plurality of abbreviated chat sessions to display the associated chat session.

24. The method, as set forth in claim 13, comprising allowing selection of other individuals related to the task to participate in the chat session.