INTELLIGENT SUPPORT RECOMMENDATIONS FOR SNAP-INS

• US 20180095612A1
• Filed: 04/06/2017
• Published: 04/05/2018
• Est. Priority Date: 10/03/2016
• Status: Active Grant

• Current Assignee: Salesforce.com, Inc.
• Original Assignee: Salesforce.com, Inc.
• Inventors: RAPP, Adrian Dieter, WANG, Xin, WHITE, Peter Francis, CHRISTIAN, Sheila Bernadette
• Granted Patent: US 11,016,633 B2
• Time in Patent Office: Days
• CPC Class Codes: G06F 3/04817 using icons graphical or visual programming using iconic symbols G06F8/34

Abstract

A non-transitory tangible computer readable medium containing instructions configured to cause one or more processors to execute a process. The process comprises monitoring user input, preferences, and navigation patterns of a website or computer application on a user computer device, such as a computer, phone, or tablet. Administrator-defined rules are applied to the user input, preferences, or navigation patterns to generate a suggestion for a customer service application, such as a self-service FAQ page, video chat assistance, live chat assistance, or a case ticket system. The customer service application suggestion is displayed on the user computer device and may be transferred to a different device.

Claims

1. A computer-implemented method, comprising:

recording, by a first application, one or more interactions with a second application, wherein the first application is overlayed on the second application and wherein the one or more interactions are recorded according to a customer service recommendation rule implemented on the first application;

recording, by the first application, context information related to the one or more interactions with the second application according to the customer service recommendation rule, wherein the customer service recommendation rule associates context information corresponding to an interaction with a customer service application;

applying, by the first application, the customer service rule to the recorded one or more interactions and recorded context information to select one or more customer service applications from a plurality of customer service applications;

generating, by the first application, a visual indicator for the selected one or more customer service applications;

overlaying, by the first application, the visual indicator for the selected one or more customer service applications on the second application.

2. The computer-implemented method of claim 1, wherein the plurality of customer service applications are customer service channels.

3. The computer-implemented method of claim 1, wherein the plurality of customer service applications are pieces of content.

4. The computer-implemented method of claim 1, wherein the context information includes page information associated with the second application.

5. The computer-implemented method of claim 1, wherein the context information includes specification information associated with a computer device instantiating the first application.

6. The computer-implemented method of claim 1, wherein the context information includes a timestamp associated with the one or more interactions.

7. The computer-implemented method of claim 1, wherein the customer service recommendation rule compares customer service application status information with the recorded context information to select the one or more customer service applications.

8. The computer-implemented method of claim 1, wherein generating the visual indicator includes enlarging a graphical icon representative of a customer service application.

9. The computer-implemented method of claim 1, further comprising transmitting the visual indicator from a first computing device to a second computing device.

10. A system, comprising:

a memory; and

at least one processor coupled to the memory and configured to;

record, by a first application, one or more interactions with a second application, wherein the first application is overlayed on the second application and wherein the one or more interactions are recorded according to a customer service recommendation rule implemented on the first application;

record, by the first application, context information related to the one or more interactions with the second application according to the customer service recommendation rule, wherein the customer service recommendation rule associates context information corresponding to an interaction with a customer service application;

apply, by the first application, the customer service rule to the recorded one or more interactions and recorded context information to select one or more customer service applications from a plurality of customer service applications;

generate, by the first application, a visual indicator for the selected one or more customer service applications;

overlay, by the first application, the visual indicator for the selected one or more customer service applications on the second application.

11. The system of claim 10, wherein the plurality of customer service applications are customer service channels.

12. The system of claim 10, wherein the plurality of customer service applications are pieces of content.

13. The system of claim 10, wherein the context information includes page information associated with the second application.

14. The system of claim 10, wherein the context information includes specification information associated with a computer device instantiating the first application.

15. The system of claim 10, wherein the context information includes a timestamp associated with the one or more interactions.

16. The system of claim 10, wherein the customer service recommendation rule compares customer service application status information with the recorded context information to select the one or more customer service applications.

17. The system of claim 10, wherein generating the visual indicator includes enlarging a graphical icon representative of a customer service application.

18. The system of claim 10, further comprising transmitting the visual indicator from a first computing device to a second computing device.

19. A tangible computer-readable device having instructions stored thereon that, when executed by at least one computing device, causes the at least one computing device to perform operations comprising:

recording, by a first application, one or more interactions with a second application, wherein the first application is overlayed on the second application and wherein the one or more interactions are recorded according to a customer service recommendation rule implemented on the first application;

recording, by the first application, context information related to the one or more interactions with the second application according to the customer service recommendation rule, wherein the customer service recommendation rule associates context information corresponding to an interaction with a customer service application;

applying, by the first application, the customer service rule to the recorded one or more interactions and recorded context information to select one or more customer service applications from a plurality of customer service applications;

generating, by the first application, a visual indicator for the selected one or more customer service applications;

overlaying, by the first application, the visual indicator for the selected one or more customer service applications on the second application.

20. The tangible computer-readable device of claim 19, wherein the customer service applications are customer service channels.