Session collaborator

• US 9,965,743 B2
• Filed: 06/30/2009
• Issued: 05/08/2018
• Est. Priority Date: 06/30/2009
• Status: Active Grant

• Current Assignee: CDW LLC (CDW Corporation)
• Original Assignee: CDW LLC (CDW Corporation)
• Inventors: Sun, Yang, Tzau, David Ding-hua
• Primary Examiner(s): Patel, Chirag R
• Application Number:
  US12/494,536
• Publication Number:
  US 20100332603A1
• Time in Patent Office: 3,234 Days
• Field of Search: 709227-229, 705 261
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: G06Q 30/0617 Representative agent
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04N 7/141 between two video terminals, e.g. videophone telephonic communication systems combined with television receiver for reception of entertainment or information matter H04M11/085

Abstract

A method and system for establishing an electronic communication channel between at least one agent of a first entity and a second entity is provided. The method includes linking the second entity to the at least one agent of the first entity when a trigger is sent by the second entity. Providing one or more software programs over the electronic communication channel to the second entity; initiating an exchange by the at least one agent of the first entity to the second entity. And sending one or more messages over the communication channel between the at least one agent from the first entity and the second entity. The system includes a database containing a link between the agent of the first entity and the second entity. The system also includes a server configured to establish an electronic communication channel between the agent of the first entity and the second entity when a trigger is sent by the second entity. The server is further configured to provide at least one software program for sharing between the agent of the first entity and the second entity over the electronic communication channel.

Claims

1. A method for establishing an electronic communication channel between a plurality of agents of a first entity and a second entity comprising:

storing, in a message repository, a plurality of predetermined messages selected for communication to the second entity by the plurality of agents of the first entity, including one or more messages selected by the plurality of agents of the first entity for communication specifically to the second entity when the second entity views a web page including information associated with a product, wherein the one or more messages are selected and stored by the plurality of agents of the first entity prior to receiving an indication that the second entity is reviewing the web page, wherein the one or more messages are associated with the web page, and wherein the one or more messages are stored until the indication that the second entity is reviewing the web page is received;

linking the second entity to the plurality of agents of the first entity when a trigger is sent by the second entity, wherein the plurality of agents of the first entity includes at least two agents of the first entity performing distinct functions with respect to the first entity;

providing one or more software programs over the electronic communication channel to the second entity;

automatically initiating a message exchange regarding the product by the plurality of agents of the first entity to the second entity in response to receiving the indication that the second entity is reviewing the web page including the information associated with the product, wherein the message exchange is initiated in a push mode by causing an overlay of additional information to be presented to the second entity; and

upon receiving the indication that the second entity is reviewing the web page including the information associated with the product, automatically sending, over the communication channel between the plurality of agents from the first entity and the second entity, the one or more messages stored in the message repository as messages of the message exchange,

wherein at least one of the plurality of agents of the first entity conveys to the second entity information about a plurality of additional separate components adapted to operate as supplemental accessories to the product.

2. The method of claim 1, wherein a database is checked when linking the second entity to the plurality of agents of the first entity.

3. The method of claim 1, wherein the trigger is a login by the second entity on a website.

4. The method of claim 1, wherein the trigger is an action by the second entity detected on a website.

5. The method of claim 1, wherein a conversation between the plurality of agents of the first entity and the second entity is conducted in a real time collaboration session via the electronic communication channel.

6. The method of claim 1, wherein a conversation between the plurality of agents of the first entity and the second entity is conducted in an asynchronous collaboration session via the electronic communication channel.

7. The method of claim 1, wherein the messages include text data sent between the plurality of agents of the first entity and the second entity.

8. The method of claim 1, wherein the messages include products or services suggested by at least one of the plurality of agents of the first entity.

9. The method of claim 1, wherein at least one of the plurality of agents of the first entity directs the second entity to a second web page.

10. The method of claim 9, wherein the second webpage includes at least one of recommended products, services, accounts payable, or customer service.

11. The method of claim 1, wherein at least one of the plurality of agents of the first entity provides a pre-selected set of products or services to the second entity.

12. The method of claim 11, wherein the pre-selected set of products or services are based on the second entity'"'"'s history.

13. The method of claim 1, wherein at least one of the plurality of agents of the first entity provides discounted pricing on a product or service.

14. The method of claim 1, wherein the software program is java script running on a client web browser.

15. The method of claim 1, wherein the plurality of agents of the first entity include a product specialist, a marketing specialist, and an account manager.

16. The method of claim 1, wherein the one or more messages are displayed using an overlay over a current webpage viewed by the second entity.

17. A system for establishing an electronic communication channel between a plurality of agents of a first entity and a second entity comprising:

a non-transitory computer-readable medium comprising (i) a database, wherein the database contains a link between at least one of the plurality of agents of the first entity and the second entity, wherein the plurality of agents of the first entity includes at least two agents of the first entity performing distinct functions with respect to the first entity, and (ii) a message repository storing a plurality of predetermined messages selected for communication to the second entity by the plurality of agents of the first entity, including one or more messages selected by the plurality of agents of the first entity for communication specifically to the second entity when the second entity views a web page including information associated with a product, wherein the one or more messages are selected and stored by the plurality of agents of the first entity prior to receiving an indication that the second entity is reviewing the web page, wherein the one or more messages are associated with the web page, and wherein the one or more messages are stored until the indication that the second entity is reviewing the web page is received;

a server comprising one or more processors and a memory with instructions executable by the one or more processors to configure the server to establish an electronic communication channel between the plurality of agents of the first entity and the second entity when a trigger is sent by the second entity,

wherein the server is further configured to provide at least one software program for automatically initiating a message exchange regarding the product between the plurality of agents of the first entity and the second entity over the electronic communication channel in response to receiving the indication that the second entity is reviewing the web page including the information associated with the product, wherein the message exchange is automatically initiated in a push mode by causing an overlay of additional information to be presented to the second entity over the web page upon receiving the indication that the second entity is reviewing the web page, wherein the additional information is selected from the one or more messages stored in the message repository,

wherein at least one of the plurality of agents of the first entity conveys to the second entity information about a plurality of additional separate components adapted to operate as supplemental accessories to the product.

18. The system of claim 17, wherein a conversation is initiated by at least one of the plurality of agents of the first entity when the second entity logs in to a website.

19. The system of claim 17, wherein a conversation between at least one of the plurality of agents of the first entity and the second entity is conducted in a real time collaboration session.

20. The system of claim 17, wherein a conversation between at least one of the plurality of agents of the first entity and the second entity is conducted in an asynchronous collaboration session.

21. The system of claim 17, wherein the plurality of agents of the first entity include a product specialist, a marketing specialist, and an account manager.

22. One or more non-transitory computer-readable media, having computer-usable instructions embodied thereon for performing a method by a processor comprising:

storing, in a message repository, a plurality of predetermined messages selected for communication to a customer by a plurality of agents of a vendor, including one or more messages selected by the plurality of agents of the vendor for communication specifically to the customer when the customer views a web page including information associated with a product, wherein the one or more messages are selected and stored by the plurality of agents of the vendor prior to receiving an indication that the customer is reviewing the web page, wherein the one or more messages are associated with the web page, and wherein the one or more messages are stored until the indication that the customer is reviewing the web page is received;

linking the customer to at least one of the plurality of agents of the vendor when a trigger is sent by the customer, wherein the plurality of agents of the vendor includes at least two agents of the vendor performing distinct functions with respect to the vendor;

providing one or more software programs over an electronic communication channel to the at least one of the plurality of agents of the vendor and the customer;

automatically initiating a message exchange regarding a product by the at least one of the plurality of agents of the vendor to the customer in response to receiving an indication that the customer is reviewing the web page including the information associated with the product, wherein the message exchange is initiated in a push mode by causing an overlay of additional information to be presented to the customer; and

upon receiving the indication that the customer is reviewing the web page including the information associated with the product, automatically sending, over the communication channel between the plurality of agents from the vendor and the customer, the one or more messages stored in the message repository as messages of the message exchange,

wherein at least one of the plurality of agents of the vendor conveys to the customer information about a plurality of additional separate components adapted to operate as supplemental accessories to the product.

23. The non-transitory computer-readable media of claim 22, wherein the one or more messages are displayed using an overlay over a current webpage viewed by the customer.