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

• US 9,584,375 B2
• Filed: 10/12/2015
• Issued: 02/28/2017
• Est. Priority Date: 12/17/2010
• Status: Active Grant

• Current Assignee: LiveHelpNow LLC
• Original Assignee: LiveHelpNow LLC
• Inventors: Kansky, Michael
• Primary Examiner(s): Trapanese, William
• Assistant Examiner(s): Shiberou, Mahelet
• Application Number:
  US14/880,353
• Publication Number:
  US 20160036649A1
• Time in Patent Office: 505 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 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 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 for receiving real-time the first data input from the operator and the second data input from the visitor;

selectively activating a third window frame on the first computing device of the operator for monitoring a plurality of chat sessions;

during the chat session, instantiating interactive information exchange between the operator and a third party without providing access to the interactive information exchange to the visitor; and

selectively displaying information from the third party in the first window frame,

wherein the first and third window frames are simultaneously provided within a graphical user interface of the first computing device of the operator.

2. The method of claim 1, wherein the chat session comprises live and interactive information exchange between the operator and the visitor.

3. The method of claim 1, wherein the monitoring comprises 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.

4. The method of claim 1, 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.

5. The method of claim 4, further comprising instantiating a graphical user interface for accessing the knowledge base during a chat session.

6. The method of claim 5, 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.

7. The method of claim 1, 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.

8. The method of claim 1, 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).

9. The method of claim 6, 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.

10. The method of claim 3, 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.

11. 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,

during the chat session, interactive information exchange is instantiated between the operator and a third party without providing access to the interactive information exchange to the visitor,

information from the third party is selectively displayed in the first window frame, and

the first and third window frames are simultaneously provided within a graphical user interface of the first computing device of the operator.

12. The system of claim 11, wherein the first computing device further selectively generates a chat session status indicator in the third window 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.

13. The system of claim 12, 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.