System and method for providing an electronic chat session between a data terminal and an information provider at the request of an inquiring party input into the data terminal

• US 6,330,243 B1
• Filed: 03/31/1998
• Issued: 12/11/2001
• Est. Priority Date: 03/31/1998
• Status: Expired due to Term

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Davox Corporation (Aspect Software Incorporated)
• Inventors: Strandberg, Malcom B.
• Primary Examiner(s): Chin, Wellington
• Assistant Examiner(s): Pham, Brenda H.
• Application Number:
  US09/052,514
• Time in Patent Office: 1,351 Days
• Field of Search: 370/352, 370/353, 370/355, 370/356, 370/396, 370/401, 370/270, 379/88.17, 379/88.19, 379/900, 345/330, 709/203, 709/204, 709/202, 709/205, 709/206, 709/217, 709/304, 709/250
• US Class Current: 370/396
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 65/1046 Call controllers; Call servers
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/567 Multimedia conference systems

Abstract

A system and method for providing an electronic chat session between at least one inquiring party and at least one agent includes an inquiring party data terminal through which an inquiring party requests an electronic chat session with a call center agent over a data flow path that the inquiring party establishes with an information provider. A computer network and associated network interfaces, interface the inquiring party data terminal, the information provider server, and the electronic chat session distribution system to the computer network and allows data to be exchanged there between. A call center controller, responsive to a chat session request, generates a routing signal which establishes a data flow path between the inquiring party and at least one call center agent. The agent/inquiring party data flow path is an extension of the data flow path established between the inquiring party and the information provider and the data flow path established between the information provider and the call center allowing for the exchange of data between the inquiring party and a call center agent at the time the inquiry for information is made and without the need to establish another data flow path.

Claims

1. A system for distributing at least one inquiring party with an inquiring party data terminal requesting an electronic chat session over a data flow path established between said inquiring party data terminal and an information provider, among a plurality of agents having associated agent data terminals which comprise an agent display and at least one agent data entry device, said system comprising:

a computer network interface for interfacing with said at least one inquiring party, for generating an electronic chat session request, for extending said established data flow path to a call center, and for forwarding said request to a call center;

a call center controller, responsive to said electronic chat session request, for generating a routing signal; and

a router/connector responsive to said electronic chat session request and responsive to said routing signal, for extending said established data flow path between said at least one inquiring party requesting an electronic chat and at least one agent;

whereby information may be passed electronically between said at least one interested party and said at least one agent, and whereby information input by said at least one inquiring party is repeated at said agent data terminal and information input by said at least one agent using said agent data entry device is repeated at said inquiring party data terminal.

2. The system as claimed in claim 1, further comprising a chat log file, for storing each communication between said at least one inquiring party and said at least one agent.

3. The system as claimed in claim 2 further comprising an inquiring party database including at least one record of information concerning an inquiring party.

4. The system as claimed in claim 1, wherein said data flow path includes a TCP/IP network.

6. The system as claimed in claim 1, wherein said electronic chat session request generated by said user interface is a Hyper Text Markup Language link.

5. The system as claimed in claimed 1, wherein said user interface includes an Internet-World Wide Web home page.

7. A system for distributing at least one inquiring party with an inquiring party data terminal requesting an electronic chat session over a computer network, among a plurality of agents having associated agent data terminals, which include an agent display and at least one data entry device, said system comprising:

a computer network interface for interfacing said at least one inquiring party data terminal with an information provider via a first data path over said computer network and for generating an electronic chat session request;

a second data path for interfacing said information provider with an electronic chat session distribution system for forwarding said electronic chat session request and information related to the request to said electronic chat distribution system, wherein said electronic chat session distribution system comprises;

a computer network interface for interfacing with said computer network,

a call center controller responsive to said electronic chat session request for generating a routing signal, and

a router/connector responsive to said electronic chat session request and responsive to said routing signal for establishing a data flow path between said at least one inquiring party and at least one agent, said data flow path comprising said first data path and said second data path, whereby information may be passed electronically between said at least one inquiring party and said at least one agent and whereby information input by said at least one inquiring party is repeated at said agent data terminal and information input by said at least one agent into said agent data entry device is repeated at said inquiring party data terminal.

8. The system as claimed in claim 7 wherein said electronic chat session distribution system further comprises a chat log file for storing each communication between said at least one inquiring party and said at least one agent.

9. The system as claimed in claim 8, wherein said electronic chat session distribution system further comprises an inquiring party database including at least one record of information concerning an inquiring party.

10. The system as claimed in claim 7 wherein said at least one agent data entry device comprises a keyboard.

11. The system as claimed in claim 7 wherein said at least one agent data entry device is an audio input device for inputting information spoken by said at least one agent.

12. The system as claimed in claim 7 wherein said agent data terminal comprises a windowing program to allow an agent to simultaneously participate in multiple electronic chat sessions.

13. The system as claimed in claim 7 wherein said electronic chat session distribution further comprises a supervisor workstation for monitoring the system and at least one electronic chat session.

14. A method of distributing at least one inquiring party with an inquiring party data terminal requesting an electronic chat session over a data flow path, among a plurality of agents having agent data terminals, which comprise an agent display and at least one agent data input device, said method comprising the steps of:

establishing a first data flow path between said inquiring party data terminal and an information provider;

initiating an electronic chat session request by inputting said request at said inquiring party data terminal;

receiving said chat session request and forwarding said request and chat session information by said information provider to an electronic chat session distribution system over a second data flow path;

routing said chat session request and said chat session information to an available agent and connecting said agent data terminal to said inquiring party data terminal using said established first and second data flow paths to establish an electronic chat session; and

exchanging data between said agent and said inquiring party.

15. The method as claimed in claim 14, further comprising the step of logging said exchange data in a chat log file.

16. The method as claimed in claim 14, further comprising the step of storing selected chat session exchanged data in an inquiring party database.