Occasionally-connected computing interface

• US 8,805,941 B2
• Filed: 03/06/2012
• Issued: 08/12/2014
• Est. Priority Date: 03/06/2012
• Status: Active Grant

• Current Assignee: LivePerson Incorporated
• Original Assignee: LivePerson Incorporated
• Inventors: Barak, Matan, Kehat, Arnon-Naftally, Yagil, Noam
• Primary Examiner(s): Bates, Kevin
• Assistant Examiner(s): Naoreen, Nazia
• Application Number:
  US13/413,197
• Publication Number:
  US 20130238714A1
• Time in Patent Office: 889 Days
• Field of Search: 709/206
• US Class Current: 709/206
• 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:

causing a customer service interface to display;

a list of customers requesting customer service communications; and

information about the customers;

a selectable feature that enables transmitting chat activation messages;

receiving a chat activation message indicating a request to activate a chat communication involving a selected customer on the list of customers, wherein the chat activation message is initiated using the selectable feature;

in response to receiving the chat activation message, facilitating chat communications between two computing devices, wherein one of the computing devices is associated with the selected customer;

receiving a chat transfer message, wherein the chat transfer message includes information identifying a mobile communications device;

in response to receiving the chat transfer message, causing a duplicate version of the list of customers and the information about the customers to be displayed on the mobile communications device; and

facilitating chat communications between the mobile communications device and the computing device associated with the selected customer;

receiving request information indicating that an additional customer requests customer service communications; and

in response to receiving the request information, causing information about the additional customer to be added to the duplicate version of the list of customers displayed on the mobile communications device.

2. The method of claim 1, wherein facilitating chat communications between the mobile communications device and the computing device associated with the selected customer includes:

receiving chat communications from the computing device associated with the selected customer and using short message service (SMS) in forwarding the received chat communications to the mobile communications device.

3. The method of claim 2, wherein forwarding the received chat communications to the mobile communications device includes routing the received chat communications through a network and a short message service (SMS) gateway.

4. The method of claim 1, further comprising:

receiving an additional chat activation message, wherein the additional chat activation message;

is transmitted by the mobile communications device in response to receiving an input that indicates a selection of the additional customer; and

indicates a request to activate chat communication involving a computing device associated with the additional customer; and

in response to receiving the additional chat activation message, relaying chat communications between the mobile communications device and the computing device associated with the additional customer.

5. The method of claim 1, further comprising:

causing a phone call activation feature to be displayed at the customer service interface;

causing the phone call activation feature to be provided at the mobile communications device;

receiving a phone call activation request transmitted by the mobile communications device, wherein the phone call activation request;

is transmitted by the mobile communications device in response to receiving an input representing a selection of the phone call activation feature; and

indicates a request to activate telephone communications involving an additional customer on the list; and

in response to receiving the phone call activation request, relaying telephone communications between the mobile communications device and a communications device operated by the addition customer.

6. The method of claim 5, wherein the method is used to provide a customer service involving agent interactions with remote customers, wherein the interactions involve use of chat communications.

7. The method of claim 1, wherein facilitating chat communications between the mobile communications device and the computing device associated with the selected customer includes:

receiving chat communications from the mobile communications device and forwarding the received chat communications to the second computing device.

8. A system, comprising:

a processor configured to perform operations including;

causing a customer service interface to display;

a list of customers requesting customer service communications; and

information about the customers;

a selectable feature that enables transmitting chat activation messages;

receiving a chat activation message indicating a request to activate a chat communication involving a selected customer on the list of customers, wherein the chat activation message is initiated using the selectable feature;

in response to receiving the chat activation message, facilitating chat communications between two computing devices, wherein one of the computing devices is associated with the selected customer;

receiving a chat transfer message, wherein the chat transfer message includes information identifying a mobile communications device;

in response to receiving the chat transfer message, causing a duplicate version of the list of customers and the information about the customers to be displayed on the mobile communications device; and

facilitating chat communications between the mobile communications device and the computing device associated with the selected customer;

receiving request information indicating that an additional customer requests customer service communications; and

in response to receiving the request information, causing information about the additional customer to be added to the duplicate version of the list of customers displayed on the mobile communications device.

9. The system of claim 8, wherein facilitating chat communications between the mobile communications device and the computing device associated with the selected customer includes:

receiving chat communications from the computing device associated with the selected customer and using short message service (SMS) in forwarding the received chat communications to the mobile communications device.

10. The system of claim 9, wherein forwarding the received chat communications to the mobile communications device includes routing the received chat communications through a network and a short message service (SMS) gateway.

11. The system of claim 8, wherein the operations further include:

receiving an additional chat activation message, wherein the additional chat activation message;

is transmitted by the mobile communications device in response to receiving an input that indicates a selection of the additional customer; and

indicates a request to activate chat communication involving a computing device associated with the additional customer; and

in response to receiving the additional chat activation message, relaying chat communications between the mobile communications device and the computing device associated with the additional customer.

12. The system of claim 8, wherein the operations further include:

causing a phone call activation feature to be displayed at the customer service interface; and

causing the phone call activation feature to be provided at the mobile communications device,

receiving a phone call activation request transmitted by the mobile communications device, wherein the phone call activation request;

is transmitted by the mobile communications device in response to receiving an input representing a selection of the phone call activation feature; and

indicates a request to activate telephone communications involving a second one of the customers; and

in response to receiving the phone call activation request, relaying telephone communications between the mobile communications device and a communications device operated by the second one of the customers.

13. The system of claim 12, wherein the operations facilitate providing a customer service involving agent interactions with remote customers, wherein the interactions involve use of chat communications.

14. The system of claim 8, wherein facilitating chat communications between the mobile communications device and the computing device associated with the selected customer includes:

receiving chat communications from the mobile communications device and forwarding the received chat communications to the second computing device.

15. A computer-program product tangibly embodied in a non-transitory machine-readable storage medium having instructions stored thereon, the instructions operable to cause a processing apparatus to perform operations comprising:

causing a customer service interface to display;

a list of customers requesting customer service communications; and

information about the customers;

a selectable feature that enables transmitting chat activation messages;

receiving a chat activation message indicating a request to activate a chat communication involving a selected customer on the list of customers, wherein the chat activation message is initiated using the selectable feature;

in response to receiving the chat activation message, facilitating chat communications between two computing devices, wherein one of the computing devices is associated with the selected customer;

receiving a chat transfer message, wherein the chat transfer message includes information identifying a mobile communications device;

in response to receiving the chat transfer message, causing a duplicate version of the list of customers and the information about the customers to be displayed on the mobile communications device; and

facilitating chat communications between the mobile communications device and the computing device associated with the selected customer;

receiving request information indicating that an additional customer requests customer service communications; and

in response to receiving the request information, causing information about the additional customer to be added to the duplicate version of the list of customers displayed on the mobile communications device.

16. The computer-program product of claim 15, wherein facilitating chat communications between the mobile communications device and the computing device associated with the selected customer includes:

receiving chat communications from the computing device associated with the selected customer and using short message service (SMS) in forwarding the received chat communications to the mobile communications device.

17. The computer-program product of claim 16, wherein forwarding the received chat communications to the mobile communications device includes routing the received chat communications through a network and a short message service (SMS) gateway.

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

receiving an additional chat activation message, wherein the additional chat activation message;

is transmitted by the mobile communications device in response to receiving an input that indicates a selection of the additional customer; and

indicates a request to activate chat communication involving the additional customer;

in response to receiving the additional chat activation message, relaying additional chat communications between the mobile communications device and a third computing device operated by the additional customer.

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

causing a phone call activation feature to be displayed at the customer service interface; and

causing the phone call activation feature to be provided at the mobile communications device,

receiving a phone call activation request transmitted by the mobile communications device, wherein the phone call activation request;

is transmitted by the mobile communications device in response to receiving an input representing a selection of the phone call activation feature; and

indicates a request to activate telephone communications involving a second one of the customers; and

in response to receiving the phone call activation request, relaying telephone communications between the mobile communications device and a communications device operated by the second one of the customers.

20. The computer-program product of claim 15, wherein the operations facilitate providing a customer service involving agent interactions with remote customers, wherein the interactions involve use of chat communications.

21. The computer-program product of claim 15, wherein facilitating chat communications between the mobile communications device and the computing device associated with the selected customer includes:

receiving chat communications from the mobile communications device and forwarding the received chat communications to the second computing device.