Slider and history field for smart chat sessions

• US 9,851,869 B2
• Filed: 12/09/2014
• Issued: 12/26/2017
• Est. Priority Date: 07/22/2010
• Status: Active Grant

• Current Assignee: [24]7.ai, Inc.
• Original Assignee: 24/7 Customer Incorporated
• Inventors: Kannan, Pallipuram V., Jain, Mohit
• Primary Examiner(s): Tran, Tuyetlien T
• Application Number:
  US14/565,152
• Publication Number:
  US 20150161617A1
• Time in Patent Office: 1,113 Days
• 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 3/04817 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 3/0488 using a touch-screen or digitiser, e.g. input of commands through traced gestures
• CPC Class Codes: G06F 3/167 Audio in a user interface, e.g. using voice commands for navigating, audio feedback
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]

Abstract

A context sensitive slider content area provides a slide out mechanism that is automatically actuated when additional information is needed during a chat session between an agent and a visitor, e.g. where a pre-chat and/or exit form is to be completed. The context sensitive slide out content area also provides problem resolution information to the visitor to help in solving problems, e.g. the top five problems; and also provides a self-service step-by-step wizard. A history section is provided with which the visitor can track back all previous steps carried out within the smart client. A history bar provides an iconic representation of all previous activities. A technique is also disclosed for executing various actions, such as form filling or requests for additional services, in a chat session.

Claims

1. An apparatus, comprising:

a processor, said processor implementing a chat client on a user device, said chat client comprising a chat tool and chat content display area that allows user participation during a chat session; and

said processor automatically displaying a self-service step-by-step wizard that presents information to said user when actuated, said self-service step-by-step wizard comprising a pre-chat form that is invoked independently of any user actions taken in connection with user entry of chat information into said chat area and that appears to slide out from said chat tool, said pre-chat form presenting a selector that allows entry into a chat session and a selector that alternatively allows entry into a voice session, and a submit button within said pre-chat form, said pre-chat form providing an area that allows entry of a user request;

said processor generating and displaying a list of top predictions regarding a user'"'"'s request to the user;

said processor advancing a session in response to said user selecting an entry in said list;

when a chat session is requested, said processor immediately closing said self-service step-by-step wizard and popping up said chat content display area for said chat session;

said processor displaying a pre-chat form icon in a history bar after said pre-chat form has been submitted by said user; and

said processor displaying the submitted form to said user in response to said user clicking the icon in the history bar; and

said processor displaying a resolution question to the user and, responsive to said user entry, displaying a feedback request message and a submit button to the user by said user;

said processor displaying a feedback form icon in the history icon after the feedback form is submitted;

a non-transitory computer readable storage medium having encoded thereon executable instructions that when executed by the processor, implement the steps as recited above.

2. The apparatus of claim 1, said chat client executing user actions other than an exchange of chat messages during a chat session.

3. A computer implemented chat method, comprising:

displaying, by a processor in a device facilitating browsing to a website, a chat area that implements a chat session in a chat queue, and with which a visitor'"'"'s side of a chat session is entered and with which an agent'"'"'s side of said chat session is viewed, said chat area displaying a history bar that provides an iconic representation of all previous visitor activities carried out with said chat session; and

said processor invoking a multimedia chat widget that presents information to said visitor, wherein visitor interaction with, and content of, said chat widget is independent of said chat area;

said multimedia chat widget comprising self-service step-by-step wizard comprising a pre-chat form that is invoked independently of any user actions taken in connection with user entry of chat information into said chat area and that appears to slide out from said chat area, said pre-chat form presenting a selector that allows entry into a chat session and a selector thatalternatively allows entry into a voice session, and a submit button within said pre-chat form, said pre-chat form providing an area for entry of a visitor request;

said processor generating and displaying a list of top predictions regarding a user'"'"'s request to the visitor;

said processor advancing a session in response to said user selecting an entry in said list;

when a chat session is requested, said processor immediately closing said self-service step-by-step wizard and popping up said chat queue for said chat session;

said processor displaying a pre-chat form icon in the history bar after said pre-chat form has been submitted by said visitor; and

said processor displaying the submitted form to said visitor in response to said user clicking the icon in the history bar;

displaying, by said processor, a resolution question to the visitor and, responsive to said visitor'"'"'s entry, displaying a feedback request message and a submit button to the visitor by said visitor; and

displaying a feedback form icon in the history icon after the feedback form is submitted.

4. The method of claim 3, comprising:

a first part of said chat widget displaying prerequisites which identify information that the visitor needs to have available to continue the chat session; and

a second part of the chat widget displaying steps to be followed by the visitor in connection with said visitor'"'"'s request.