Systems and methods for facilitating participation

• US 9,558,276 B2
• Filed: 09/29/2014
• Issued: 01/31/2017
• Est. Priority Date: 08/04/2008
• Status: Active Grant

• Current Assignee: LivePerson Incorporated
• Original Assignee: LivePerson Incorporated
• Inventors: Barak, Matan, Schorzman, Julius, Ninio, Nir Holtzman, Goldstein, Uri
• Primary Examiner(s): Beausoliel, Jr., Robert
• Assistant Examiner(s): BROMELL, ALEXANDRIA Y
• Application Number:
  US14/500,537
• Publication Number:
  US 20150019525A1
• Time in Patent Office: 855 Days
• US Class Current: 1/1
• CPC Class Codes: G06F 16/13 File access structures, e.g. distributed indices arrangements of input from, or output to, record carriers G06F3/06
• CPC Class Codes: G06F 16/22 Indexing; Data structures therefor; Storage structures
• CPC Class Codes: G06F 16/24578 using ranking
• CPC Class Codes: G06F 16/248 Presentation of query results
• CPC Class Codes: G06F 16/285 Clustering or classification
• CPC Class Codes: G06F 16/335 Filtering based on additional data, e.g. user or group profiles filtering in web context G06F16/9535, G06F16/9536
• CPC Class Codes: G06F 16/951 Indexing; Web crawling techniques
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: G06F 16/9538 Presentation of query results
• CPC Class Codes: G06F 40/134 Hyperlinking
• CPC Class Codes: H04L 47/783 Distributed allocation of resources, e.g. bandwidth brokers
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 67/01 Protocols

Abstract

Described are computer-based methods and apparatuses, including computer program products, comprising the steps of, or structure for, storing a plurality of expert profiles in a database, each of the plurality of expert profiles comprising information associated with a person having knowledge in a particular category, subject or topic; receiving search criteria over a network from a query source; selecting at least one of the plurality of expert profiles comprising information that satisfy the search criteria; and transmitting expert profile data for each of the selected expert profiles to the remote search engine, the expert profile data comprising data that defines a displayable representation of a corresponding expert profile, the expert profile data further comprising data that facilitates a client-initiated, real-time communication session over the network with a person associated with the corresponding expert profile.

Claims

1. A computer-implemented method, comprising:

determining, by the agent device, availability as an agent for topic data stored in a system, wherein agents are active or inactive and are relevant or irrelevant to the topic data, and wherein agents are relevant when a topic included in one or more profiles of one or more relevant agents matches the topic data;

transmitting availability as an active relevant agent for the topic data, wherein one or more real-time interaction options are associated with active relevant agents, wherein status data is generated and remotely stored according to the availability of active relevant agents associated with real-time interaction options, wherein the status data is transmitted by an agent search server to a search engine server operating remotely from the agent search server and in communication with the agent search server over a network, wherein an agent search request is generated using the topic data and includes the topic data, and wherein the agent search request is used to determine relevant agents associated with the topic data;

detecting data corresponding to a selection of an interactive element associated with search results generated by the search engine server, wherein the search results are generated in response to a search request including the topic data, wherein the search request does not include a request for an agent, wherein the search request is separate from the agent search request, wherein interactive elements are associated with the search results according to remotely received status data, wherein the interactive elements are separate from the search results, wherein an interactive element is displayed concurrently with a search result, and wherein the selection of an interactive element facilitates a real-time interaction option among two or more devices; and

participating in a real-time interaction option as an active relevant agent associated with the topic data.

2. The method of claim 1, wherein status data is dynamically modifiable.

3. The method of claim 1, wherein status data is active or inactive, wherein status data is active when a relevant agent associated with the topic is active, and wherein status data is inactive when a relevant agent associated with the topic is inactive.

4. The method of claim 1, wherein the real-time interaction options include using communication logic capable of facilitating a real-time communication session.

5. The method of claim 4, wherein real-time communication sessions include text messaging sessions, internet telephony sessions, or real-time chat sessions, and wherein real-time chat sessions include audio, video, or textual communication.

6. The method of claim 1, wherein an agent corresponds to an individual, and wherein when a relevant agent is active, the individual is available, and wherein when a relevant agent is inactive, the individual is unavailable.

7. The method of claim 6, wherein an available individual is an individual that is available for a real-time communication session including text messaging sessions, internet telephony sessions, or real-time chat sessions, and wherein real-time chat sessions include audio, video, or textual communication.

8. The method of claim 1, wherein facilitating a real-time interaction option includes evaluating additional data including credential data or historical data.

9. The method of claim 1, wherein status data is generated in response to the search request or one or more keywords.

10. The method of claim 1, wherein when a relevant agent associated with the topic data is active, corresponding status data is generated.

11. The method of claim 1, further comprising:

determining a change in availability; and

transmitting the updated availability.

12. The method of claim 1, wherein data corresponding to an agent is stored in multiple databases.

13. The method of claim 1, wherein the system includes a chat engine.

14. The method of claim 1, wherein the system includes the search engine server.

15. A system including an agent device, comprising:

a processor;

a non-transitory computer-readable storage medium containing instructions which when executed on the processor, cause the processor to perform operations including;

determining availability as an agent for topic data stored in a system, wherein agents are active or inactive and are relevant or irrelevant to the topic data, and wherein agents are relevant when a topic included in one or more profiles of one or more relevant agents matches the topic data;

transmitting availability as an active relevant agent for the topic data, wherein one or more real-time interaction options are associated with active relevant agents, wherein status data is generated and remotely stored according to the availability of active relevant agents associated with real-time interaction options, wherein the status data is transmitted by an agent search server to a search engine server operating remotely from the agent search server and in communication with the agent search server over a network, wherein an agent search request is generated using the topic data and includes the topic data, and wherein the agent search request is used to determine relevant agents associated with the topic data;

detecting data corresponding to a selection of an interactive element associated with search results generated by the search engine server, wherein the search results are generated in response to a search request including the topic data, wherein the search request does not include a request for an agent, wherein the search request is separate from the agent search request, wherein interactive elements are associated with the search results according to remotely received status data, wherein the interactive elements are separate from the search results, wherein an interactive element is displayed concurrently with a search result, and wherein the selection of an interactive element facilitates a real-time interaction option among two or more devices; and

participating in a real-time interaction option as an active relevant agent associated with the topic data.

16. The system of claim 15, wherein status data is dynamically modifiable.

17. The system of claim 15, wherein status data is active or inactive, wherein status data is active when a relevant agent associated with the topic is active, and wherein status data is inactive when a relevant agent associated with the topic is inactive.

18. The system of claim 15, wherein the real-time interaction options include using communication logic capable of facilitating a real-time communication session.

19. The system of claim 18, wherein real-time communication sessions include text messaging sessions, internet telephony sessions, or real-time chat sessions, and wherein real-time chat sessions include audio, video, or textual communication.

20. The system of claim 15, wherein an agent corresponds to an individual, and wherein when a relevant agent is active, the individual is available, and wherein when a relevant agent is inactive, the individual is unavailable.

21. The system of claim 20, wherein an available individual is an individual that is available for a real-time communication session including text messaging sessions, internet telephony sessions, or real-time chat sessions, and wherein real-time chat sessions include audio, video, or textual communication.

22. The system of claim 15, wherein facilitating a real-time interaction option includes evaluating additional data including credential data or historical data.

23. The system of claim 15, wherein status data is generated in response to the search request or one or more keywords.

24. The system of claim 15, wherein when a relevant agent associated with the topic data is active, corresponding status data is generated.

25. The system of claim 15, further comprising instructions which when executed on the processor, cause the processor to perform operations including:

determining a change in availability; and

transmitting the updated availability.

26. The system of claim 15, wherein data corresponding to an agent is stored in multiple databases.

27. The system of claim 15, wherein the system includes a chat engine.

28. The system of claim 15, wherein the system includes the search engine search server.

29. A computer-program product tangibly embodied in a non-transitory machine-readable storage medium of an agent device, including instructions configured to cause a data processing apparatus to:

determine availability as an agent for topic data stored in a system, wherein agents are active or inactive and are relevant or irrelevant to the topic data, and wherein agents are relevant when a topic included in one or more profiles of one or more relevant agents matches the topic data;

transmit availability as an active relevant agent for the topic data, wherein one or more real-time interaction options are associated with active relevant agents, wherein status data is generated and remotely stored according to the availability of active relevant agents associated with real-time interaction options, wherein the status data is transmitted by an agent search server to a search engine server operating remotely from the agent search server and in communication with the agent search server over a network, wherein an agent search request is generated using the topic data and includes the topic data, and wherein the agent search request is used to determine relevant agents associated with the topic data;

detect data corresponding to a selection of an interactive element associated with search results generated by the search engine server, wherein the search results are generated in response to a search request including the topic data, wherein the search request does not include a request for an agent, wherein the search request is separate from the agent search request, wherein interactive elements are associated with the search results according to remotely received status data, wherein the interactive elements are separate from the search results, wherein an interactive element is displayed concurrently with a search result, and wherein the selection of an interactive element facilitates a real-time interaction option among two or more devices; and

participate in a real-time interaction option as an active relevant agent associated with the topic data.

30. The computer-program product of claim 29, wherein status data is dynamically modifiable.

31. The computer-program product of claim 29, wherein status data is active or inactive, wherein status data is active when a relevant agent associated with the topic is active, and wherein status data is inactive when a relevant agent associated with the topic is inactive.

32. The computer-program product of claim 29, wherein the real-time interaction options include using communication logic capable of facilitating a real-time communication session.

33. The computer-program product of claim 32, wherein real-time communication sessions include text messaging sessions, internet telephony sessions, or real-time chat sessions, and wherein real-time chat sessions include audio, video, or textual communication.

34. The computer-program product of claim 29, wherein an agent corresponds to an individual, and wherein when a relevant agent is active, the individual is available, and wherein when a relevant agent is inactive, the individual is unavailable.

35. The computer-program product of claim 34, wherein an available individual is an individual that is available for a real-time communication session including text messaging sessions, internet telephony sessions, or real-time chat sessions, and wherein real-time chat sessions include audio, video, or textual communication.

36. The computer-program product of claim 29, wherein facilitating a real-time interaction option includes evaluating additional data including credential data or historical data.

37. The computer-program product of claim 29, wherein status data is generated in response to the search request or one or more keywords.

38. The computer-program product of claim 29, wherein when a relevant agent associated with the topic data is active, corresponding status data is generated.

39. The computer-program product of claim 29, further comprising instructions configured to cause a data processing apparatus to:

determine a change in availability; and

transmit the updated availability.

40. The computer-program product of claim 29, wherein data corresponding to an agent is stored in multiple databases.

41. The computer-program product of claim 29, wherein the system includes a chat engine.

42. The computer-program product of claim 29, wherein the system includes the search engine server.