Occasionally-connected computing interface

• US 10,326,719 B2
• Filed: 03/29/2016
• Issued: 06/18/2019
• Est. Priority Date: 03/06/2012
• Status: Active Grant

• Current Assignee: LivePerson Incorporated
• Original Assignee: LivePerson Incorporated
• Inventors: Barak, Matan, Kehat, Amon-Naftally, Yagil, Noam
• Primary Examiner(s): Bates, Kevin T
• Assistant Examiner(s): Naoreen, Nazia
• Application Number:
  US15/084,133
• Publication Number:
  US 20160380932A1
• Time in Patent Office: 1,176 Days
• Field of Search: 709206
• CPC Class Codes: G06F 3/0482 Interaction with lists of selectable items, e.g. menus
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services
• CPC Class Codes: H04L 67/55 Push-based network services
• CPC Class Codes: H04M 1/72436 for text messaging, e.g. short messaging services [SMS] or e-mails
• CPC Class Codes: H04W 4/14 Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]

Abstract

Described are computer-based methods and apparatuses, including computer program products, for allowing a user to switch between interfacing with a service through a network or through short message service (SMS). A chat service is executed through which a first user at a first computer can communicate directly with a second user at a second computer. A request is received from the first computer to enable the first user to interface with the chat service through a mobile device of the first user using SMS instead of through the network using the first computer. The chat service is configured to interface with the mobile device through SMS, including communicating chat information through SMS to the first user'"'"'s mobile device, and communicating control information through SMS to the first user'"'"'s mobile device such that the first user can control a full functionality of the chat service using SMS.

Claims

1. A computer-implemented method, comprising:

transmitting, by a server, interface data, wherein when the interface data is received at an agent device, the interface data causes the agent device to display an agent interface, and wherein the agent interface is associated with a set of executable functions corresponding to one or more available interactions between the agent device and a customer device;

receiving a conversation activation request, wherein the conversation activation request initiates a communication session between the agent device and a customer device;

facilitating the communication session between the agent device and the customer device, wherein the communication session includes control information, and wherein the communication session includes messaging information associated with a messaging service;

receiving a transfer request, wherein the transfer request identifies a mobile agent device associated with the agent device, wherein the transfer request includes a request to enable the set of executable functions associated with the agent interface, through the mobile agent device; and

transmitting the interface data, wherein transmitting the interface data is based upon the control information and the messaging information, and wherein when the interface data is received at the mobile agent device, the set of executable functions associated with the agent interface is available for execution at the mobile agent device.

2. The computer-implemented method of claim 1, wherein when the interface data includes the control information, the control information causes execution of a function of the set of executable functions.

3. The computer-implemented method of claim 1, wherein the control information includes an identifier that corresponds to a function of the set of executable functions, and wherein when the control information is received at the server, the identifier is used to identify and execute a function.

4. The computer-implemented method of claim 1, wherein agent console information is transmitted to the mobile agent device using the messaging service, and wherein the agent console information enables the set of executable functions to be executed at the mobile agent device.

5. The computer-implemented method of claim 1, further comprising:

receiving the control information, wherein when the control information is received from the mobile agent device, determining a function of the set of executable functions for execution based on the control information, wherein determining the function includes extracting an identifier included in the control information, and wherein the identifier corresponds to the function.

6. A system, comprising:

one or more data processors; and

a non-transitory computer-readable storage medium containing instructions which, when executed on the one or more data processors, cause the one or more data processors to perform operations including;

transmitting, by a server, interface data, wherein when the interface data is received at an agent device, the interface data causes the agent device to display an agent interface, and wherein the agent interface is associated with a set of executable functions corresponding to one or more available interactions between the agent device and a customer device;

receiving a conversation activation request, wherein the conversation activation request initiates a communication session between the agent device and a customer device;

facilitating the communication session between the agent device and the customer device, wherein the communication session includes control information, and wherein the communication session includes messaging information associated with a messaging service;

receiving a transfer request, wherein the transfer request identifies a mobile agent device associated with the agent device, wherein the transfer request includes a request to enable the set of executable functions associated with the agent interface, through the mobile agent device; and

transmitting the interface data, wherein transmitting the interface data is based upon the control information and the messaging information, and wherein when the interface data is received at the mobile agent device, the set of executable functions associated with the agent interface is available for execution at the mobile agent device.

7. The system of claim 6, wherein when the interface data includes the control information, the control information causes execution of a function of the set of executable functions.

8. The system of claim 6, wherein the control information includes an identifier that corresponds to a function of the set of executable functions, and wherein when the control information is received at the server, the identifier is used to identify and execute a function.

9. The system of claim 6, wherein agent console information is transmitted to the mobile agent device using the messaging service, and wherein the agent console information enables the set of executable functions to be executed at the mobile agent device.

10. The system of claim 6, wherein the operations further comprise:

receiving the control information, wherein when the control information is received from the mobile agent device, determining a function of the set of executable functions for execution based on the control information, wherein determining the function includes extracting an identifier included in the control information, and wherein the identifier corresponds to the function.

11. A computer-program product tangibly embodied in a non-transitory machine-readable storage medium, including instructions configured to cause a data processing apparatus to perform operations including:

transmitting, by a server, interface data, wherein when the interface data is received at an agent device, the interface data causes the agent device to display an agent interface, and wherein the agent interface is associated with a set of executable functions corresponding to one or more available interactions between the agent device and a customer device;

receiving a conversation activation request, wherein the conversation activation request initiates a communication session between the agent device and a customer device;

facilitating the communication session between the agent device and the customer device, wherein the communication session includes control information, and wherein the communication session includes messaging information associated with a messaging service;

receiving a transfer request, wherein the transfer request identifies a mobile agent device associated with the agent device, wherein the transfer request includes a request to enable the set of executable functions associated with the agent interface, through the mobile agent device; and

transmitting the interface data, wherein transmitting the interface data is based upon the control information and the messaging information, and wherein when the interface data is received at the mobile agent device, the set of executable functions associated with the agent interface is available for execution at the mobile agent device.

12. The computer-program product of claim 11, wherein when the interface data includes the control information, the control information causes execution of a function of the set of executable functions.

13. The computer-program product of claim 11, wherein the control information includes an identifier that corresponds to a function of the set of executable functions, and wherein when the control information is received at the server, the identifier is used to identify and execute a function.

14. The computer-program product of claim 11, wherein agent console information is transmitted to the mobile agent device using the messaging service, and wherein the agent console information enables the set of executable functions to be executed at the mobile agent device.

15. The computer-program product of claim 11, wherein the operations further comprise:

receiving the control information, wherein when the control information is received from the mobile agent device, determining a function of the set of executable functions for execution based on the control information, wherein determining the function includes extracting an identifier included in the control information, and wherein the identifier corresponds to the function.