SYSTEM AND METHOD FOR ABSTRACT COMMUNICATION

• US 20130054716A1
• Filed: 07/25/2012
• Published: 02/28/2013
• Est. Priority Date: 07/25/2011
• Status: Active Grant

• Current Assignee: Kakao Corp.
• Original Assignee: Path Mobile Inc Pte. Ltd. (Kakao Corp.)
• Inventors: Levinson, Stuart J., Crane, Riley W., Johnson, Sean, Buschmann, Brian F., Byrum, James M., Moffitt, Jack, Balasubramanian, Santhosh
• Granted Patent: US 9,159,053 B2
• Time in Patent Office: Days
• US Class Current: 709/206
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

Systems and methods for providing communication between a user and at least one entity are disclosed. In one example, the method comprises receiving an entity selection input of the at least one entity, and a message from the user to the at least one entity, analyzing the selection input and the message to determine entity information and inquiry information associated with the message and the selection input, determining least one communication channel based on the entity information and the inquiry information, obtaining a response to the message via the at least one communication channel from the at least one entity, and transmitting the response to the user.

Claims

1. A method for providing communication between a user and at least one entity the method comprising acts of:

receiving, by a computer system, an entity selection input of the at least one entity, and a message from the user to the at least one entity;

analyzing, by the computer system, the entity selection input and the message to determine entity information and inquiry information associated with the message and the selection input;

determining least one communication channel based on the entity information and the inquiry information;

obtaining a response to the message via the at least one communication channel from the at least one entity; and

transmitting the response to the user.

2. The method of claim 1, further comprising storing the response from the at least one entity.

3. The method of claim 1, wherein obtaining the response to the message via the at least one communication channel comprises transmitting a request based on the inquiry information and the entity information to a call center agent.

4. The method of claim 3, further comprises receiving the response, obtained by the call center agent from the at least one entity based on the request and transmitting the response to the user.

5. The method of claim 1, wherein obtaining the response to the message via the at least one communication channel further comprises generating the response by a message generator based on the entity information and the inquiry information.

6. The method of claim 1, wherein obtaining the response to the message via the at least one communication channel further comprise transmitting a request based on the inquiry information to at least one agent of the at least one entity and receiving a response from the at least one agent.

7. The method of claim 1, further comprising:

receiving information defining entity contact information from the at least one entity;

forming a communication channel based on the entity contact information; and

transmitting the message to the at least one via the communication channel based on the entity contact information.

8. The method of claim 7, wherein receiving information defining entity contact information from the at least one entity further comprises at least one of an email address, and a phone number.

9. The method of claim 1, wherein receiving the message from the user and receiving the response from the at least one entity further comprises receiving at least one of a SMS text message, an email message, and a chat message.

10. The method of claim 1, further comprises

receiving a search criteria for at least one entity from the user to initiate a communication with an entity;

and

transmitting search results comprising of the at least one entity meeting the search criteria, wherein the entity selection input of the at least one entity from the user is among the search results.

11. A system for enabling communication between a user and at least one entity, the system comprising:

an interface, configured to receive an entity selection input of the at least one entity, and a message from the user to the at least one entity, the message including entity information and inquiry information;

a processor, coupled to the interface and configured to analyze the message and the entity selection input to determine the entity information and the inquiry information associated with the message and the selection input and determine least one communication channel based on the entity information and the inquiry information; and

a database configured, coupled to the processor and configured to store the entity information, the inquiry information and the message, wherein the interface is configured to receive the response to the message from the at least one entity via the at least one communication channel and transmit the response to the user.

12. The system of claim 11, wherein the database is configured to store the response from the at least one entity.

13. The system of claim 11, wherein the least one communication channel comprises a call center communication channel, and wherein the interface is configured to transmit a request based on the inquiry information and the entity information to a call center agent.

14. The system of claim 13, wherein the interface is configured to receive the response, obtained by the call center agent from the at least one entity based on the request and transmit the response to the user.

15. The system of claim 11, wherein the at least one communication channel further comprises an auto-generation channel, wherein the processor is configured to generate the response based on the entity information and the inquiry information.

16. The system of claim 11, wherein the at least one communication channel further comprises a direct communication channel, wherein the interface is configured to transmit a request based on the inquiry information to at least one agent of the at least one entity and receiving a response from the at least one agent.

17. The system of claim 11, wherein the interface is configured to receive information defining entity contact information from the at least one entity, the processor is configured to form a communication channel based on the entity contact information and the interface is configured to transmit the message to the at least one via the communication channel based on the entity contact information.

18. The system of claim 11, wherein the message from the user and the response from the at least one entity further comprises at least one of a SMS text message, an email message, and a chat message.

19. The system of claim 11, wherein the interface is configured to receive a search criteria for at least one entity from the user to initiate a communication with an entity and transmit search results comprising of the at least one entity matching the search criteria, wherein the entity selection input of the at least one entity from the user is among the search results.

20. A non-transitory computer readable medium having stored thereon sequences of instruction for enabling communication between a user and at least one entity, including instructions that will cause at least one processor to:

receive an entity selection input of the at least one entity, and a message from the user to the at least one entity;

analyze the selection input and the message to determine entity information and inquiry information associated with the message and the selection input;

determining least one communication channel based on the entity information and the inquiry information;

obtain a response to the message via the at least one communication channel from the at least one entity; and

transmit the response to the user.