Apparatus and method for managing user chat experiences with businesses

• US 8,965,976 B2
• Filed: 03/13/2013
• Issued: 02/24/2015
• Est. Priority Date: 03/13/2013
• Status: Active Grant

• Current Assignee: Getabl, Inc.
• Original Assignee: Getabl, Inc.
• Inventors: Beslic, Milenko, Slater, Mark, Young, James
• Primary Examiner(s): STRANGE, AARON N
• Application Number:
  US13/799,825
• Publication Number:
  US 20140280612A1
• Time in Patent Office: 713 Days
• Field of Search: 709/204, 705/319, 705/346
• US Class Current: 709/204
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: G06F 3/04817 using icons graphical or visual programming using iconic symbols G06F8/34
• CPC Class Codes: G06F 3/0482 Interaction with lists of selectable items, e.g. menus
• CPC Class Codes: G06F 3/04842 Selection of displayed objects or displayed text elements G06F3/0482 takes precedence
• CPC Class Codes: G06Q 10/02 Reservations, e.g. for tickets, services or events
• CPC Class Codes: G06Q 30/0613 Third-party assisted
• CPC Class Codes: H04L 12/1818 Conference organisation arrangements, e.g. handling schedules, setting up parameters needed by nodes to attend a conference, booking network resources, notifying involved parties
• CPC Class Codes: H04L 51/02 using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 51/043 using or handling presence information
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04N 7/147 Communication arrangements, e.g. identifying the communication as a video-communication, intermediate storage of the signals selecting H04Q

Abstract

A computer-implemented method of managing a chat experience of a user desiring to chat with a selected one of a plurality of businesses or chat hosts utilizes in various aspects a chat management server running computer processes for communicating with user devices. In another aspect, a computer-implemented method of providing a chat experience to a user having a user device and desiring to chat with a selected one of a plurality of businesses utilizes computer processes running on the user device. Corresponding embodiments similarly provide an apparatus performing any of the foregoing methods. Other corresponding embodiments similarly provide a computer readable medium storing instructions, which when loaded into a computer, perform processes corresponding to any of the foregoing methods.

Claims

1. A computer-implemented method of managing a chat experience of a user desiring to chat with a selected one of a plurality of businesses or chat hosts, the method utilizing a chat management server running computer processes comprising:

receiving a search signal over a first network from a mobile device, under control of the user, to indicate that the user'"'"'s mobile device is running a dedicated application with a process configured to support a managed chat session and including data characterizing criteria for a business or chat host with which the user seeks to chat;

responsive to the search signal,

(i) identifying a set of businesses or chat hosts meeting the criteria,

(ii) determining, for each member of the set of businesses or chat hosts, whether the member is available to engage in chat, based on member data maintained for each member including physical device status for each seat operator of the member, and

(iii)transmitting, to the user'"'"'s mobile device for display, indicia for each member of the set of businesses or chat hosts, the indicia indicating whether the member is available to engage in chat;

receiving over the first network a request message originated by the user on the mobile device to enter a chat channel, the request message identifying a member of the set of businesses or chat hosts that the user has selected for engaging in chat;

responsive to the request message, subscribing the user'"'"'s mobile device to the chat channel for the selected one of the set of businesses or chat hosts, and transmitting to the mobile device, over the first network, a launch-chat command to initiate a chat session over the chat channel;

subscribing a user device for the selected business or chat host to the chat channel; and

causing messages in the chat session to be displayed through both (i) the dedicated application running on the mobile device of the user and (ii) a web browser running on the user device for the selected business or chat host.

2. A method according to claim 1, the computer processes further comprising associating a duration for the chat session, and if the chat session has not been previously closed by a party to the chat, then closing the chat session effective as of the end of the duration.

3. A method according to claim 2, wherein the duration is established according to a user-specified default.

4. A method according to claim 1, wherein the selected one of the set of businesses or chat hosts is a selected business, the computer processes further comprising, responsive to the request message, determining a pattern, for the chat channel, for message routing to seats of the selected business based on the member data, wherein the member data also includes logical status for each seat operator of the selected business and business rules provided by the selected business.

5. A method according to claim 4, wherein the pattern includes routing all messages from the user to the same seat.

6. A method according to claim 4, wherein the pattern includes routing successive messages from the user to the next available seat that is not busy.

7. A method according to claim 4, wherein the pattern includes routing all messages from the user to a plurality of seats simultaneously.

8. A method according to claim 4, wherein (i) business rules provided by the selected business specify a plurality of seat types, (ii) the member data includes information enabling a user to make a selection corresponding to a specific seat type, (iii) the request message includes data indicative of the seat type corresponding to the selection made by the user, and (iv) subscribing the user'"'"'s mobile device to the chat channel includes subscribing the user'"'"'s mobile device in a manner consistent with the specific seat type.

9. A method according to claim 4, the computer processes further comprising:

receiving from a business user, in one of the seats, of the selected business, that is subscribed to the chat channel, a transfer request message to transfer the user to chat with a different seat of the selected business; and

responsive to the transfer request message, transferring the user'"'"'s mobile device to chat with the different seat of the selected business.

10. A method according to claim 4, the computer processes further comprising:

receiving from a business user, in one of the seats, of the selected business, that is subscribed to the chat channel, a join request message to add to the chat session at least one additional business user from the selected business; and

responsive to the join request message, adding to the chat session the at least one additional business user.

11. A method according to claim 1, the computer processes further comprising:

running a computerized analysis of the chat database, to identify chat performance measurements, for any given business or chat host, including at least one of;

(a) what fraction of user requests to chat were followed by a response;

(b) average time to first response per request;

(c) average time to response, after the first response, per request;

(d) average number of responses provided in a given chat session; and

(e) what percentage of chat responses were made within a specified period of time.

12. A method according to claim 1, wherein identifying the set of businesses or chat hosts meeting the criteria includes determining from stored data whether the user is authorized by any given business meeting the criteria, and if so including the given business in the set of businesses and otherwise excluding the given business from the set of businesses.

13. A method according to claim 1, wherein the selected one of the set of businesses or chat hosts is a selected business, the computer processes further comprising, prior to subscribing the user'"'"'s mobile device to the chat channel for the selected one of the set of businesses, determining whether the selected one of the set of businesses requires further authorization by the business to enable the user to chat, and, if so, (i) transmitting to the mobile device, over the first network, data establishing a form to be displayed on the mobile device, configured to receive user-supplied information establishing entitlement of the user to chat, (ii) receiving from the mobile device such information, (iii) processing such information, and only if authorization is determined as a result of such information, allowing the subscribing of the mobile user device to the chat channel.

14. A method according to claim 1, the computer processes further comprising:

receiving a forward-chat message from the user over the first network;

responsive to the forward-chat message, forwarding to the user at a secondary electronic destination, in accordance with user-established settings, chat messages addressed to the user from the selected one of the set of businesses or chat hosts and forwarding to the selected one of the set of businesses or chat hosts each message from the user originating from the secondary electronic destination in response to a forwarded message from the selected one of the set of businesses or chat hosts.

15. A method according to claim 1, wherein the selected one of the set of businesses or chat hosts is a selected business, the computer processes further comprising:

running an installed application of the selected business, in accordance with business rules specified by the selected business, after the user has been subscribed to the chat channel.

16. A method according to claim 15, wherein running the installed application occurs automatically immediately after the user has been subscribed to the chat channel.

17. A method according to claim 15, wherein running the installed application occurs when a business user of the selected business manually invokes the installed application.

18. A method according to claim 15, wherein running the installed application occurs when triggered automatically by a response by the user in the course of chat.

19. The method according to claim 1, wherein causing the messages in the chat session to be displayed comprises:

receiving a message from one of the mobile device and the user device;

updating a chat cache for the chat session with the received message;

sending the received message in the chat cache to the other of the mobile device and the user device.

20. The method according to claim 19, wherein sending the received message in the chat cache to any other device that is subscribed to the chat channel comprises:

syncing the other of the mobile device and the user device to the chat cache.

21. A method according to claim 1, the computer processes further comprising:

running an installed application of the selected business or chat host, in accordance with business rules specified by the selected business or chat host, after the user has been subscribed to the chat channel,

receiving, from a business user at the user device for the selected business or chat host, a join request message to add to the chat session the installed application;

responsive to the join request message, adding to the chat session the installed application.

22. The method according to claim 1, further comprising:

receiving a log-in from the user device subscribed to the chat channel; and

sending messages in a chat history for the chat session to the user device for display on the web browser.

23. The method according to claim 22, further comprising:

receiving a new message from the user device; and

sending the new message for display on the mobile device of the user via the dedicated application.

24. The method according to claim 1, further comprising:

archiving the messages in the chat session as a chat history in a chat database.

25. A computer-implemented method of managing a chat experience of a business user desiring to chat with a selected one of a plurality of other users, the method utilizing a chat management server running computer processes comprising:

receiving a search signal over a first network from a mobile device, under control of the business user, to indicate that the business user'"'"'s mobile device is running a dedicated application with a process configured to support a managed chat session and including data characterizing criteria for another user with whom the business user seeks to chat;

responsive to the search signal,

(i) identifying a set of users meeting the criteria, and

(ii) for each user in the set of users, determining whether the user is available to engage in chat, based on member data maintained for each user including physical device status for each seat operator of the user, and

(iii)transmitting, to the mobile device, indicia for each member of the set of users for display on the business user'"'"'s mobile device, the indicia indicating whether the user is available to engage in chat;

receiving over the first network a request message originated by the business user on the mobile device to enter a chat channel, the request message identifying a member of the set of users that the business user has selected for engaging in chat;

responsive to the request message, subscribing the business user'"'"'s mobile device to the chat channel for the selected one of the set of users, and transmitting to the mobile device, over the first network, a launch-chat command to initiate a chat session over the chat channel;

subscribing a user device for the selected user to the chat channel; and

causing messages in the chat session to be displayed through both (i) the dedicated application running on the mobile device of the business user and (ii) a web browser running on the user device for the selected user.

26. A method according to claim 25, wherein identifying the set of users meeting the criteria includes excluding from the set any user who has not authorized receiving chat from the business of the business user, so that such user is not displayed on the business user'"'"'s mobile device.

27. A method according to claim 25, of managing a chat experience of a given business user desiring to chat with a selected one of a plurality of other business users in the same business as the given business user, wherein the set of users corresponds to at least some of other business users in the same business.

28. A method according to claim 25, wherein the data characterizing criteria for another user with whom the business user seeks to chat have resulted from a search initiated by the business user.

29. A method according to claim 25, wherein the search has resulted by business user selection of one of a set of pre-defined categories.

30. A method according to claim 25, wherein the data characterizing criteria for another user with whom the business user seeks to chat have resulted from selection by the business user to cause display of favorites saved by the business user.

31. A method according to claim 25, wherein the data characterizing criteria for another user with whom the business user seeks to chat have resulted from selection by the business user to cause display of users recently accessed by the business user for purposes of chat.

32. A method according to claim 25, the computer processes further comprising associating a duration for the session, and if the chat session has not been previously closed by a party to the chat, then closing the chat session effective as of the end of the duration.

33. A method according claim 25, wherein the business user has at least one additional mobile device, the method further comprising:

receiving over a second network from the at least one additional mobile device a request and credentials for authentication of the business user, determining if the credentials are valid, and if so, logging in the at least one additional mobile device; and

subscribing the at least one additional mobile device to the chat channel.