Slider and history field for smart chat sessions

• US 9,851,872 B2
• Filed: 05/06/2016
• 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:
  US15/149,035
• Publication Number:
  US 20160253054A1
• Time in Patent Office: 599 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;

a non-transitory computer readable storage medium having encoded thereon executable instructions that, when executed by said processor, cause said processor to perform the steps of;

displaying a chat client on a user device, said chat client comprising a chat tool and chat content display area on the user device that is configured to allow user participation when a chat session is held between said user and an agent, said chat content display area displaying a chat session history with which said user tracks back previous steps carried out with said chat client;

during said chat session, determining context, at least in part, based on user click stream data and, based upon said context of said chat session;

based on said context, automatically displaying a processor implemented context sensitive display area on the user device that is separate from and, that is invoked independently of, said chat content display to present additional information to said user as an active dialog with the user when actuated during, and as part of, said chat session;

said active dialog;

providing to said user device and effecting on said context sensitive display area display of relevant questions to the user;

receiving from said user device context sensitive display area receiving the user'"'"'s answers entered thereon; and

automatically determining from the user'"'"'s answers received from the user'"'"'s device and generating either a response that is provided to aid the agent in assisting the user, or additional information that is provided to the user that is relevant to the chat session.

2. The apparatus of claim 1, said context sensitive display area comprising an exit form.

3. The apparatus of claim 1, said context sensitive display area comprising a context determined presentation of problem resolution information provided in response to user interaction with said chat client to help said user in solving specific problems.

4. The apparatus of claim 3, said problem resolution information comprising a listing of resolutions for two or more problems in response to user interaction with said chat client.

5. The apparatus of claim 1, said context sensitive display area comprising a self-service step-by-step wizard.

6. The apparatus of claim 1, wherein said context sensitive display area is configured to be triggered by said chat agent during said chat agent interaction with said user to provide information and/or forms to said user.

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

8. The apparatus of claim 1, said chat session history comprising a history bar that provides an iconic representation of all previous user activities.

9. A computer implemented chat method, comprising:

displaying, by a processor on a display in a visitor device facilitating browsing to a website, a chat area with which said visitor is automatically connected to a chat queue, and that is configured to allow said visitor to enter the visitor'"'"'s side of a chat session and to view an agent'"'"'s side of said chat session;

said chat area displaying a chat session history with which said user tracks back previous steps carried out during said chat session; and

during said chat session, said processor determining context, at least in part, based on user click stream data and, based upon said context of said chat session;

based on said context, said processor automatically displaying on said display on said visitor device a context sensitive display area comprising a multimedia chat widget that is separate from, and that is invoked independently of, said chat area, to present additional information to said visitor as an active dialog with the visitor when actuated during, and as part of, said chat session, wherein visitor interaction with, and content of, said chat widget is independent of visitor interaction with, and content of, said chat area;

said active dialog;

providing to said user device and effecting on said context sensitive display area display of relevant questions to the user;

receiving from said user device context sensitive display area the user'"'"'s answers entered thereon; and

automatically determining from the user'"'"'s answers received from the user'"'"'s device and generating either a response that is provided to aid the agent in assisting the user, or additional information that is provided to the user that is relevant to the chat session.

10. The method of claim 9, further comprising:

generating and displaying, by said processor, a list of top predictions regarding a visitor'"'"'s request to the visitor in said chat widget;

advancing, by said processor, a session in response to said visitor selecting an entry in said list.

11. The method of claim 10, further comprising:

displaying, by said processor, in response to the visitor selecting an entry on said list, a self-service wizard in said chat widget.

12. The method of claim 11, 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.

13. The method of claim 12, further comprising:

displaying a self-service icon display in the history bar in response to the visitor submitting the self-service wizard.

14. The method of claim 9, further comprising:

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.