Saving information related to a concluding electronic conversation

• US 20060020658A1
• Filed: 09/26/2005
• Published: 01/26/2006
• Est. Priority Date: 07/26/2002
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Stewart, Eben P., Lagarde, Konrad C., Van Der Meulen, Michael, Goodman, Brian D., Wu, Jessica
• Application Number:
  US11/234,987
• Publication Number:
  US 20060020658A1
• Time in Patent Office: Days
• US Class Current: 709/201
• CPC Class Codes: H04L 51/02 using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 51/212 using filtering or selective blocking
• CPC Class Codes: H04L 51/48 Message addressing, e.g. address format or anonymous messages, aliases
• CPC Class Codes: H04L 63/104 Grouping of entities

Abstract

An electronic conversation is initiated between a first user and a second user preferably by broadcasting a message via a pub/sub service to a plurality of users subscribing to the service wherein said second user responds to the broadcasted message wherein said electronic conversation session is uniquely identified. One or more electronic conversation messages are exchanged between the first user and the second user during said uniquely identified electronic conversation session. Information about said uniquely identified electronic conversation session is recorded at the conclusion of the session to be used in subsequent sessions.

Claims

1. A method for creating and saving information at the conclusion of an electronic conversation session, said method comprising the steps of:

initiating an electronic conversation between a first user and a second user wherein said electronic conversation session is uniquely identified;

exchanging one or more electronic conversation messages between the first user and the second user during said uniquely identified electronic conversation session;

completing said electronic conversation; and

recording information about said uniquely identified electronic conversation session.

2. The method according to claim 1, comprising the further step of creating information about said conversation for said recording information step.

3. The method according to claim 2, wherein information created in the creating information step comprises any one of:

information for a FAQ entry,

information for billing,

information about a customer,

information about the value of the uniquely identified electronic conversation session,

information about the value of the second user;

information about the value of the electronic conversation, or

information to be presented in subsequent electronic conversation sessions.

4. The method according to claim 1, wherein the recording information step records the information in a cumulative storage.

5. The method according to claim 1, wherein the initiating step comprising the further steps of:

receiving at a pub/sub service, a first electronic message from said first user, the message directed to a channel of the pub/sub service;

said pub/sub service publishing the first electronic message to a plurality of anonymous users subscribing to the pub/sub channel, the plurality of users comprising said second user;

receiving a response to the first electronic message from said second user; and

responsive to receiving the response, creating said uniquely identified electronic conversation session.

6. The method according to claim 3, wherein the information about the value of the electronic conversation comprises a value rating indicating the value of the exchange of the one or more electronic conversation messages of the uniquely identified electronic conversation session.

7. The method according to claim 6 wherein said value rating is an aggregate of value rating accumulated from value ratings directed to said first subscriber.

8. The method according to claim 6 comprising the further step of presenting said accumulated value rating with responses from said first subscriber.

9. The method according to claim 4, comprising the further steps of:

retrieving recorded information from said cumulative storage; and

using said retrieved recorded information to select said second user as a candidate for said electronic conversation with said first user.

10. The method according to claim 9, wherein the initiating step comprising the further steps of:

said first user publishing via channel of a pub/sub service, a first electronic message to a plurality of users comprising said second user, wherein the plurality of users subscribe to the pub/sub channel;

receiving a response to the first electronic message from said second user; and

responsive to receiving the response, creating said uniquely identified electronic conversation session.

11. A computer program product for creating and saving information at the conclusion of an electronic conversation session, the program product comprising:

a storage medium readable by a processing circuit and storing instructions for execution by the processing circuit for performing a method comprising the steps of;

initiating an electronic conversation between a first user and a second user wherein said electronic conversation session is uniquely identified;

exchanging one or more electronic conversation messages between the first user and the second user during said uniquely identified electronic conversation session;

completing said electronic conversation; and

recording information about said uniquely identified electronic conversation session.

12. The computer program product according to claim 11, wherein the initiating step comprising the further steps of:

receiving at a pub/sub service, a first electronic message from said first user, the message directed to a channel of the pub/sub service;

said pub/sub service publishing the first electronic message to a plurality of anonymous users subscribing to the pub/sub channel, the plurality of users comprising said second user;

receiving a response to the first electronic message from said second user; and

responsive to receiving the response, creating said uniquely identified electronic conversation session.

13. The computer program product according to claim 12, wherein information created in the creating information step comprises any one of:

information for a FAQ entry,

information for billing,

information about a customer,

information about the value of the uniquely identified electronic conversation session,

information about the value of the second user;

information about the value of the electronic conversation, or

information to be presented in subsequent electronic conversation sessions.

15. The computer program product according to claim 13, wherein the information about the value of the electronic conversation comprises a value rating indicating the value of the exchange of the one or more electronic conversation messages of the uniquely identified electronic conversation session.

16. A system for creating and saving information at the conclusion of an electronic conversation session, the system comprising:

a network;

a client system in communication with the network wherein the system includes instructions to execute a method comprising the steps of;

initiating an electronic conversation between a first user and a second user wherein said electronic conversation session is uniquely identified;

exchanging one or more electronic conversation messages between the first user and the second user during said uniquely identified electronic conversation session;

completing said electronic conversation; and

recording information about said uniquely identified electronic conversation session.

14. The computer program product according to claim 16, wherein the recording information step records the information in a cumulative storage, comprising the further steps of:

retrieving recorded information from said cumulative storage; and

using said retrieved recorded information to select said second user as a candidate for said electronic conversation with said first user;

wherein the initiating step comprising the further steps of;

said first user publishing via channel of a pub/sub service, a first electronic message to a plurality of users comprising said second user, wherein the plurality of users subscribe to the pub/sub channel;

receiving a response to the first electronic message from said second user; and

responsive to receiving the response, creating said uniquely identified electronic conversation session.

17. The system according to claim 16, further comprising a pub/sub service in communication with the network, wherein the initiating step comprising the further steps of:

receiving at a pub/sub service, a first electronic message from said first user, the message directed to a channel of the pub/sub service;

said pub/sub service publishing the first electronic message to a plurality of anonymous users subscribing to the pub/sub channel, the plurality of users comprising said second user;

receiving a response to the first electronic message from said second user; and

responsive to receiving the response, creating said uniquely identified electronic conversation session.

18. The system according to claim 17, wherein information created in the creating information step comprises any one of:

information for a FAQ entry,

information for billing,

information about a customer,

information about the value of the uniquely identified electronic conversation session,

information about the value of the second user;

information about the value of the electronic conversation, or

information to be presented in subsequent electronic conversation sessions.

19. The system according to claim 18, wherein the information about the value of the electronic conversation comprises a value rating indicating the value of the exchange of the one or more electronic conversation messages of the uniquely identified electronic conversation session.

20. The system according to claim 16, wherein the recording information step records the information in a cumulative storage, comprising the further steps of:

retrieving recorded information from said cumulative storage; and

using said retrieved recorded information to select said second user as a candidate for said electronic conversation with said first user;

wherein the initiating step comprising the further steps of;

said first user publishing via channel of a pub/sub service, a first electronic message to a plurality of users comprising said second user, wherein the plurality of users subscribe to the pub/sub channel;

receiving a response to the first electronic message from said second user; and

responsive to receiving the response, creating said uniquely identified electronic conversation session.