Online monitoring for customer service
First Claim
1. A non-transitory computer-readable medium having instructions stored thereon that, when executed by a processor, cause the processor to monitor, and respond to, one or more online service messages, the monitoring and responding comprising:
- monitoring an online service based on a rule that comprises one or more conditions and one or more attributes, wherein a condition comprises business logic that defines which online service messages broadcast within the online service include text that satisfy a criteria and are to be selected, and wherein the one or more attributes comprises a logical grouping attribute that defines a routing configuration for online service messages broadcast within the online service that are selected based on the rule, and a search time attribute that defines a time duration that the online service is monitored;
selecting an online service message that has been broadcast within the online service that satisfies at least one condition of the rule and that satisfies the search time attribute;
assigning the online service message to a logical grouping of one or more agents based on the logical grouping attribute of the rule;
creating a chat session;
transforming the online service message into a chat session message;
selecting an agent console associated with the logical grouping of one or more agents using the routing configuration;
transmitting the chat session message within the chat session to the selected agent console;
inserting a uniform resource locator within a response message, wherein the uniform resource locator establishes an external communication between an author of the online service message and an agent of the selected agent console; and
transmitting the response message within the chat session to the author of the online service message.
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Accused Products
Abstract
A system can monitor online services based on conditions that can be selected by an administrator. The system can identify and select messages from within the online services. The system can then transform the selected messages into a specific format and forward the transformed messages to an agent console application. The agent console application can be located, for example, at a call center. Within the agent console application, an agent can respond to the forwarded messages using a single unified interface that an agent uses to respond to a chat session request, or telephone call, for customer service. Thus, the specific communication details of the online services can be abstracted by the system, so that the agent can respond to the forwarded messages of different online services using the single unified interface.
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Citations
22 Claims
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1. A non-transitory computer-readable medium having instructions stored thereon that, when executed by a processor, cause the processor to monitor, and respond to, one or more online service messages, the monitoring and responding comprising:
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monitoring an online service based on a rule that comprises one or more conditions and one or more attributes, wherein a condition comprises business logic that defines which online service messages broadcast within the online service include text that satisfy a criteria and are to be selected, and wherein the one or more attributes comprises a logical grouping attribute that defines a routing configuration for online service messages broadcast within the online service that are selected based on the rule, and a search time attribute that defines a time duration that the online service is monitored; selecting an online service message that has been broadcast within the online service that satisfies at least one condition of the rule and that satisfies the search time attribute; assigning the online service message to a logical grouping of one or more agents based on the logical grouping attribute of the rule; creating a chat session; transforming the online service message into a chat session message; selecting an agent console associated with the logical grouping of one or more agents using the routing configuration; transmitting the chat session message within the chat session to the selected agent console; inserting a uniform resource locator within a response message, wherein the uniform resource locator establishes an external communication between an author of the online service message and an agent of the selected agent console; and transmitting the response message within the chat session to the author of the online service message. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A computer-implemented method for monitoring, and responding to, one or more online service messages, the computer-implemented method comprising:
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monitoring an online service based on a rule that comprises one or more conditions and one or more attributes, wherein a condition comprises business logic that defines which online service messages broadcast within the online service include text that satisfy a criteria and are to be selected, and wherein the one or more attributes comprises a logical grouping attribute that defines a routing configuration for online service messages broadcast within the online service that are selected based on the rule, and a search time attribute that defines a time duration that the online service is monitored; selecting an online service message that has been broadcast within the online service that satisfies at least one condition of the rule and that satisfies the search time attribute; assigning the online service message to a logical grouping of one or more agents based on the logical grouping attribute of the rule; creating a chat session; transforming the online service message into a chat session message; selecting an agent console associated with the logical grouping of one or more agents using the routing configuration; transmitting the chat session message within the chat session to the selected agent console; inserting a uniform resource locator within a response message, wherein the uniform resource locator establishes an external communication between an author of the online service message and an agent of the selected agent console; and transmitting the response message within the chat session to the author of the online service message. - View Dependent Claims (11, 12, 13, 14, 15, 16)
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17. A system, comprising:
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a processor that executes instructions; an online service monitor that monitors an online service based on a rule that comprises one or more conditions and one or more attributes, wherein a condition comprises business logic that defines which online service messages broadcast within the online service include text that satisfy a criteria and are to be selected, and wherein the one or more attributes comprises a logical grouping attribute that defines a routing configuration for online services message broadcast within the online service that are selected based on the rule, and a search time attribute that defines a time duration that an online service is monitored; an online service message selector that selects an online service message that has been broadcast within the online service that satisfies at least one condition of the rule and that satisfies the search time attribute; an online service message assignor that assigns the online service message to a logical grouping of one or more agents based on the logical grouping attribute of the rule; a chat session creator that creates a chat session; an online service message transformer that transforms the online service message into a chat session message; an agent console selector that selects an agent console associated with the logical grouping of one or more agents using the routing configuration; a chat session message transmitter that transmits the chat session message within the chat session to the selected agent console; a response message creator that inserts a uniform resource locator within a response message, wherein the uniform resource locator establishes an external communication between an author of the online service message and an agent of the selected agent console; and a response message transmitter that transmits the response message within the chat session to the author of the online service message. - View Dependent Claims (18, 19, 20, 21, 22)
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Specification