Method, system and apparatus for establishing and monitoring sessions with clients over a communication network

• US 9,178,950 B2
• Filed: 12/16/2011
• Issued: 11/03/2015
• Est. Priority Date: 12/17/2010
• Status: Active Grant

• Current Assignee: LiveHelpNow LLC
• Original Assignee: LiveHelpNow LLC
• Inventors: Kansky, Michael
• Primary Examiner(s): Leggett, Andrea
• Assistant Examiner(s): Shiberou, Mahelet
• Application Number:
  US13/328,691
• Publication Number:
  US 20120159349A1
• Time in Patent Office: 1,418 Days
• Field of Search: None
• US Class Current: 1/1
• CPC Class Codes: G06F 2203/04803 Split screen, i.e. subdividing the display area or the window area into separate subareas
• CPC Class Codes: G06F 3/0481 based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance
• CPC Class Codes: G06F 3/04847 Interaction techniques to control parameter settings, e.g. interaction with sliders or dials
• CPC Class Codes: G06Q 30/0277 Online advertisement
• CPC Class Codes: G06Q 30/0633 Lists, e.g. purchase orders, compilation or processing
• CPC Class Codes: H04L 41/22 comprising specially adapted graphical user interfaces [GUI]
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34

Abstract

Systems and methods provide real-time communication between website operators and website visitors including monitoring, gathering, managing and sharing of information. The features include: simultaneous chatting with system'"'"'s website visitor while responding/submitting tickets/emails and searching through company knowledge base; operator communicating message to another operator directly in active chat session, while message remains hidden to visitors/customers; displaying advertising messages to visitors/customers within chat window during active chat sessions; growing knowledge base by adding information into knowledge base during chat session; providing real-time access to system'"'"'s website visitor information by seeing the content of visitor'"'"'s shopping cart or by passing information from system'"'"'s server into visitor'"'"'s information located in operator'"'"'s panel; creating and branding multiple chat windows and selectively linking all or some to the account; tagging and grouping each chat sessions; parent-child ticketing for project management; lead scoring; and mobile live chatting.

Claims

1. A non-transitory computer-readable medium having stored thereon computer-executable instructions providing graphical user interface for conducting a communication session between an operator of a website and a visitor to a website, the interface comprising:

a selectively activated first window frame on a first computing device of the operator instantiating at least one chat session between the operator and the visitor for receiving real-time first data input from the operator and second data input from the visitor;

a selectively activated second window frame on a second computing device of the visitor instantiating the at least one chat session;

a selectively activated third window frame on the first computing device of the operator for monitoring a plurality of chat sessions, managing emails from visitors to the website, and generating or viewing tickets associated with respective chat sessions; and

a selectively instantiated information exchange between a third party and the operator for receiving real-time third data input from the third party,

wherein the information exchange between the third party and the operator is instantiated in the first window frame of the operator during the at least one chat session, without providing access to the third data in the second window frame of the visitor, and

wherein the third data input from the third party, the first data input from the operator, and the second data input from the visitor are selectively displayed in the at least one chat session of the first window frame of the operator.

2. The medium of claim 1, wherein the interface further comprises a chat session status indicator selectively generated to indicate at least one of:

a visitor waiting to instantiate a chat session, a visitor waiting for response from the operator, an operator waiting for response from the visitor, an idle chat session where input from a visitor has not been provided for a predetermined period of time, and prior chat session of a visitor.

4. The medium of claim 1, wherein the first and third window frames are simultaneously provided within the graphical user interface of the first computing device of the operator.

16. The medium of claim 2, wherein the generating of the chat session status indicator comprises color coding uniquely indicative of the at least one of:

the visitor waiting to instantiate a chat session, the visitor waiting for response from the operator, the operator waiting for response from the visitor, the idle chat session, and the prior chat session.

17. The system of claim 16, wherein the first computing device further selectively generates a chat session status indicator to indicate at least one of:

a visitor waiting to instantiate a chat session, a visitor waiting for response from the operator, an operator waiting for response from the visitor, an idle chat session where input from a visitor has not been provided for a predetermined period of time, and prior chat session of a visitor.

18. The system of claim 17, wherein the generating of the chat session status indicator comprises color coding uniquely indicative of the at least one of:

the visitor waiting to instantiate a chat session, the visitor waiting for response from the operator, the operator waiting for response from the visitor, the idle chat session, and the prior chat session.

19. The system of claim 16, wherein the first and third window frames are simultaneously provided within the graphical user interface of the first computing device of the operator.

20. The system of claim 16, wherein the third data is selectively displayed in the at least one chat session in the first window frame of the first computing device, and the third data is not displayed in the at least one chat session in the second window frame of the second computing device.

21. The system of claim 16, wherein the third data selectively displayed in the at least one chat session of the first window frame comprises a response link for instantiating a reply from the operator to the third party.

22. The system of claim 21, wherein instantiating a reply from the operator to the third party comprises instantiating an internal chat window on the first computing device of the operator and a third computing device of the third party.

3. A system for conducting a chat session between an operator of a website and a visitor to a website over a communication network, the system comprising:

a first computing device providing interactive information input and display within a first window frame instantiating at least one chat session for receiving real-time first data input from the operator and second data input from the visitor; and

a second computing device providing interactive information input and display within a second window frame instantiating the least one chat session for receiving real-time the first data input from the operator and the second data input from the visitor;

wherein the first computing device further selectively activates a third window frame for monitoring a plurality of chat sessions, managing emails from visitors to the website, and generating or viewing tickets associated with respective chat sessions,

the first computing device further selectively instantiates in the first window frame, during the at least one chat session, an interactive information exchange between a third party and the operator for receiving real-time third data from the third party,

wherein the information exchange between the third party and the operator is instantiated without providing access to the third data in the second window frame of the second computing device, and

the third data input from the third party, the first data input from the operator, and the second data input from the visitor are selectively displayed in the at least one chat session of the first window frame of the first computing device.

5. A method for instantiating and conducting a chat session between an operator of a website and a visitor to the website over a communication network, the method comprising:

selectively activating a first window frame on a first computing device of the operator instantiating at least one chat session between the operator and the visitor for receiving real-time first data input from the operator and second data input from the visitor;

selectively activating a second window frame on a second computing device of the visitor instantiating the at least one chat session;

selectively activated a third window frame on the first computing device of the operator for monitoring a plurality of chat sessions, managing emails from visitors to the website, and generating or viewing tickets associated with respective chat sessions; and

during the at least one chat session, selectively instantiating in the first window frame of the operator an information exchange between a third party and the operator for receiving real-time third data input from the third party,

wherein the information exchange between the third party and the operator is instantiated without providing access to the third data in the second window frame of the visitor, and

the third data input from the third party, the first data input from the operator, and the second data input from the visitor are selectively displayed in the at least one chat session of the first window frame of the operator.

6. The method of claim 5, wherein the at least one chat session comprises live and interactive information exchange between the operator and the visitor, the third data is selectively displayed in the at least one chat session in the first window frame of the operator, and the third data is not displayed in the at least one chat session in the second window frame of the visitor.

7. The method of claim 5, further comprising generating a chat session status indicator to indicate at least one of:

a visitor waiting to instantiate a chat session, a visitor waiting for response from the operator, an operator waiting for response from the visitor, an idle chat session where input from a visitor has not been provided for a predetermined period of time, and prior chat session of a visitor.

8. The method of claim 5, further comprising generating and managing a knowledge base, said knowledge comprises stored information indicative of prior chat sessions and data exchanged during the chat sessions.

9. The method of claim 8, further comprising instantiating a graphical user interface for accessing the knowledge base during a chat session.

10. The method of claim 9, wherein the accessing comprises at least one of:

selectively adding information to the knowledge base;

selectively searching for information previously stored in the knowledge base;

selectively retrieving information from the knowledge base; and

selectively displaying information retrieved from the knowledge base.

11. The method of claim 5, further comprising providing billboard messages including at least one of a text-based message, graphical display, and a clickable hyperlink, wherein the billboard messages comprise a window advertising panel associated with the chat session.

12. The method of claim 5, wherein the first, second and third window frames are provided via at least one of the Internet, an intra-net and an application programming interface (API).

13. The method of claim 10, wherein the selectively adding information to the knowledge base comprises retrieving information from the at least one of data input during a chat session and a ticket generated in connection with a prior or current chat session.

14. The method of claim 7, wherein the generating of the chat session status indicator comprises color coding uniquely indicative of the at least one of:

the visitor waiting to instantiate a chat session, the visitor waiting for response from the operator, the operator waiting for response from the visitor, the idle chat session, and the prior chat session.

15. The method of claim 5, wherein the first and third window frames are simultaneously provided within the graphical user interface of the first computing device of the operator.