Systems and methods for generating a synchronous sales stack for customer dialog

• US 8,666,843 B2
• Filed: 05/02/2008
• Issued: 03/04/2014
• Est. Priority Date: 05/02/2008
• Status: Active Grant

• Current Assignee: Red Hat, Inc. (International Business Machines Corporation)
• Original Assignee: Red Hat, Inc. (International Business Machines Corporation)
• Inventors: Allen, Timothy E., Mattox, John R., Pierce, Darryl L.
• Primary Examiner(s): STOPP, COURTNEY L
• Application Number:
  US12/114,586
• Publication Number:
  US 20090276323A1
• Time in Patent Office: 2,132 Days
• Field of Search: 705/26, 705/27, 705/26.1, 705/27.1, 705/26.41
• US Class Current: 705/26.41
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: G06Q 30/0603 Catalogue ordering

Abstract

Embodiments relate to systems and methods for generating a synchronous sales stack for a customer dialog. A user can visit a Web site and load selections into a checkout basket to prepare to purchase desired products and/or services. The user can select a live chat feature, which invokes an instant message, audio or video dialog with a sales representative. The sales representative can initiate a synchronous sales stack with the user, by which the user and sales representative can share a common view of purchase selections and potential alternatives or add-ons to the selections, as they are made. The customer and sales representative can continue their dialog as possible selections are explored, and the resulting sales stack is updated in real-time. When the user is satisfied with their selections, the sales stack can be stored as the customer'"'"'s finalized checkout basket and the transaction can be completed.

Claims

1. A method comprising:

receiving, from a user device via a website, one or more selections of one or more first items available for purchase in a transaction;

adding the one or more first items to a transaction record for the transaction in view of the received one or more selections of the one or more first items;

providing, to the user device via the website, the transaction record for presentation at the user device in view of the addition of the one or more first items to the transaction record;

initiating, by a processor via the website, a live dialog between a representative device and the user device;

identifying one or more additional related items;

generating, by the processor, a selectable comparison of the one or more first items to the one or more additional related items;

providing the comparison of the one or more first items and the one or more additional related items to the representative device;

receiving, from the representative device, a selection from the comparison of at least a second item from the one or more additional items in view of a communication regarding the transaction received by the representative device from the user device via the live dialog;

generating a common view that comprises at least the selected second item in view of the received selection of the second item from the one or more additional items;

providing, to the user device via the website and to the representative device, the generated common view for presentation at the user device and the representative device in view of the generation of the common view;

receiving, from the user device via the website, a selection of the second item from the common view;

adding the second item to the transaction record in view of the received selection of the second item from the common view; and

providing, to the user device via the website, the transaction record for presentation at the user device in view of the addition of the second item to the transaction record, wherein the transaction record comprises the one or more first items and the second item.

2. The method of claim 1, wherein the network comprises one or more public or private networks.

3. The method of claim 1, wherein the live dialog comprises at least one of text chat, an audio link, or a video link.

4. The method of claim 1, further comprising completing the transaction for the purchase of the one or more first items and the second item.

5. A system comprising:

a network interface to user device and a representative device; and

a processor, to communicate with the network interface to;

receive, from the user device via a website, one or more selections of one or more first items available for purchase in a transaction;

add the one or more first items to a transaction record for the transaction in view of the received one or more selections of the one or more first items;

provide, to the user device via the website, the transaction record for presentation at the user device in view of the addition of the one or more first items to the transaction record;

initiate, via the website, a live dialog between the representative device and the user device;

identify one or more additional related items;

generate a selectable comparison of the one or more first items to the one or more additional related items;

provide the comparison of the one or more first items and the one or more additional related items to the representative device;

receive from the representative device, a selection from the comparison of at least a second item from the one or more additional items in view of a communication regarding the transaction received by the representative device from the user device via the live dialog;

generate a common view that comprises at least the selected second item in view of the received selection of the second item from the one or more additional items;

provide, to the user device via the website and to the representative device, the generated common view for presentation at the user device and the representative device in view of the generation of the common view;

receive, from the user device via the website, a selection of the second item from the common view;

add the second item to the transaction record in view of the received selection of the second item from the common view; and

provide, to the user device via the website, the transaction record for presentation at the user device in view of the addition of the second item to the transaction record, wherein the transaction record comprises the one or more first items and the second item.

6. The system of claim 5, wherein the network comprises one or more public or private networks.

7. The system of claim 5, wherein the live dialog comprises at least one of text chat, an audio link, or a video link.

8. The system of claim 5, wherein the processor is further to complete the transaction for the purchase of the one or more first items and the second item.

9. A non-transitory computer readable storage medium comprising instructions to cause a processor to perform operations comprising:

receiving, from a user device via a website, one or more selections of one or more first items available for purchase in a transaction;

adding the one or more first items to a transaction record for the transaction in view of the received one or more selections of the one or more first items;

providing, to the user device via the website, the transaction record for presentation at the user device in view of the addition of the one or more first items to the transaction record;

initiating, by a processor via the website, a live dialog between a representative device and the user device;

identifying one or more additional related items;

generating, by the processor, a selectable comparison of the one or more first items to the one or more additional related items;

providing the comparison of the one or more first items and the one or more additional related items to the representative device;

receiving, from the representative device, a selection from the comparison of at least a second item from the one or more additional items in view of a communication regarding the transaction received by the representative device from the user device via the live dialog;

generating a common view that comprises at least the selected second item in view of the received selection of the second item from the one or more additional items;

providing, to the user device via the website and to the representative device, the generated common view for presentation at the user device and the representative device in view of the generation of the common view;

receiving, from the user device via the website, a selection of the second item from the common view;

adding the second item to the transaction record in view of the received selection of the second item from the common view; and

providing, to the user device via the website, the transaction record for presentation at the user device in view of the addition of the second item to the transaction record, wherein the transaction record comprises the one or more first items and the second item.

10. The non-transitory computer readable storage medium of claim 9, wherein the network comprises one or more public or private networks.

11. The non-transitory computer readable storage medium of claim 9, wherein the live dialog comprises at least one of text chat, an audio link, or a video link.

12. The non-transitory computer readable storage medium of claim 9, wherein the operations further comprise completing the transaction for the purchase of the one or more first items and the second item.