Online monitoring for customer service

• US 8,832,210 B2
• Filed: 08/30/2011
• Issued: 09/09/2014
• Est. Priority Date: 08/30/2011
• Status: Active Grant

• Current Assignee: Oracle International Corporation (Oracle Corporation)
• Original Assignee: Oracle International Corporation (Oracle Corporation)
• Inventors: Muszynski, Stephane, Rainville, James
• Primary Examiner(s): Owens, Douglas W
• Assistant Examiner(s): King, Monica C
• Application Number:
  US13/220,970
• Publication Number:
  US 20130054707A1
• Time in Patent Office: 1,106 Days
• Field of Search: 709/206
• US Class Current: 709/206
• CPC Class Codes: G06Q 30/01 Customer relationship services

Abstract

A system can monitor online services based on conditions that can be selected by an administrator. The system can identify and select messages from within the online services. The system can then transform the selected messages into a specific format and forward the transformed messages to an agent console application. The agent console application can be located, for example, at a call center. Within the agent console application, an agent can respond to the forwarded messages using a single unified interface that an agent uses to respond to a chat session request, or telephone call, for customer service. Thus, the specific communication details of the online services can be abstracted by the system, so that the agent can respond to the forwarded messages of different online services using the single unified interface.

Claims

1. A non-transitory computer-readable medium having instructions stored thereon that, when executed by a processor, cause the processor to monitor, and respond to, one or more online service messages, the monitoring and responding comprising:

monitoring an online service based on a rule that comprises one or more conditions and one or more attributes, wherein a condition comprises business logic that defines which online service messages broadcast within the online service include text that satisfy a criteria and are to be selected, and wherein the one or more attributes comprises a logical grouping attribute that defines a routing configuration for online service messages broadcast within the online service that are selected based on the rule, and a search time attribute that defines a time duration that the online service is monitored;

selecting an online service message that has been broadcast within the online service that satisfies at least one condition of the rule and that satisfies the search time attribute;

assigning the online service message to a logical grouping of one or more agents based on the logical grouping attribute of the rule;

creating a chat session;

transforming the online service message into a chat session message;

selecting an agent console associated with the logical grouping of one or more agents using the routing configuration;

transmitting the chat session message within the chat session to the selected agent console;

inserting a uniform resource locator within a response message, wherein the uniform resource locator establishes an external communication between an author of the online service message and an agent of the selected agent console; and

transmitting the response message within the chat session to the author of the online service message.

2. The non-transitory computer-readable medium of claim 1, wherein the monitoring and responding further comprise automatically assigning the online service message to an agent within the logical grouping of the one or more agents.

3. The non-transitory computer-readable medium of claim 1, wherein the rule is defined by a rule engine and stored within a database.

4. The non-transitory computer-readable medium of claim 1, wherein an abstraction layer abstracts implementation details of the online service;

and

wherein the abstraction layer creates a line driver process that receives the rule and monitors the online service based on the rule.

5. The non-transitory computer-readable medium of claim 4, wherein the abstraction layer creates a monitoring registration process that receives a provisioning message that comprises the rule;

wherein the abstraction layer creates an agent console transmission process that transmits the online service message to the selected agent console; and

wherein the abstraction layer creates an agent console reception process that receives the response message from the selected agent console.

6. The non-transitory computer-readable medium of claim 1, wherein the chat session is created based on a chat protocol;

and

wherein the chat session is displayed within a chat window that is displayed within a user interface of the selected agent console.

7. The non-transitory computer-readable medium of claim 1, wherein the online service comprises one of:

a social networking service;

a text messaging service;

or an instant messaging service.

8. The non-transitory computer-readable medium of claim 1, wherein the response message is further configured to be transmitted to the author of the online service message using a bidirectional communication channel that is established between the author of the online service message and the agent console.

9. The non-transitory computer-readable medium of claim 1, wherein the response message is transmitted within the chat session to the author of the online service message using a bidirectional communication channel that is established between the author of the online service message and the agent console.

10. A computer-implemented method for monitoring, and responding to, one or more online service messages, the computer-implemented method comprising:

monitoring an online service based on a rule that comprises one or more conditions and one or more attributes, wherein a condition comprises business logic that defines which online service messages broadcast within the online service include text that satisfy a criteria and are to be selected, and wherein the one or more attributes comprises a logical grouping attribute that defines a routing configuration for online service messages broadcast within the online service that are selected based on the rule, and a search time attribute that defines a time duration that the online service is monitored;

selecting an online service message that has been broadcast within the online service that satisfies at least one condition of the rule and that satisfies the search time attribute;

assigning the online service message to a logical grouping of one or more agents based on the logical grouping attribute of the rule;

creating a chat session;

transforming the online service message into a chat session message;

selecting an agent console associated with the logical grouping of one or more agents using the routing configuration;

transmitting the chat session message within the chat session to the selected agent console;

inserting a uniform resource locator within a response message, wherein the uniform resource locator establishes an external communication between an author of the online service message and an agent of the selected agent console; and

transmitting the response message within the chat session to the author of the online service message.

11. The computer-implemented method of claim 10, further comprising automatically assigning the online service message to an agent within the logical grouping of the one or more agents.

12. The computer-implemented method of claim 10, wherein the rule is defined by a rule engine and stored within a database.

13. The computer-implemented method of claim 10, wherein an abstraction layer abstracts implementation details of the online service;

and

wherein the abstraction layer creates a line driver process that receives the rule and monitors the online service based on the rule.

14. The computer-implemented method of claim 13, wherein the abstraction layer creates a monitoring registration process that receives a provisioning message that comprises the rule;

wherein the abstraction layer creates an agent console transmission process that transmits the online service message to the selected agent console; and

wherein the abstraction layer creates an agent console reception process that receives the response message from the selected agent console.

15. The computer-implemented method of claim 10, wherein the chat session is created based on a chat protocol;

and

wherein the chat session is displayed within a chat window that is displayed within a user interface of the selected agent console.

16. The computer-implemented method of claim 10, wherein the online service comprises one of:

a social networking service;

a text messaging service;

or an instant messaging service.

17. A system, comprising:

a processor that executes instructions;

an online service monitor that monitors an online service based on a rule that comprises one or more conditions and one or more attributes, wherein a condition comprises business logic that defines which online service messages broadcast within the online service include text that satisfy a criteria and are to be selected, and wherein the one or more attributes comprises a logical grouping attribute that defines a routing configuration for online services message broadcast within the online service that are selected based on the rule, and a search time attribute that defines a time duration that an online service is monitored;

an online service message selector that selects an online service message that has been broadcast within the online service that satisfies at least one condition of the rule and that satisfies the search time attribute;

an online service message assignor that assigns the online service message to a logical grouping of one or more agents based on the logical grouping attribute of the rule;

a chat session creator that creates a chat session;

an online service message transformer that transforms the online service message into a chat session message;

an agent console selector that selects an agent console associated with the logical grouping of one or more agents using the routing configuration;

a chat session message transmitter that transmits the chat session message within the chat session to the selected agent console;

a response message creator that inserts a uniform resource locator within a response message, wherein the uniform resource locator establishes an external communication between an author of the online service message and an agent of the selected agent console; and

a response message transmitter that transmits the response message within the chat session to the author of the online service message.

18. The system of claim 17, wherein the online service message assignor automatically assigns the online service message to an agent within the logical grouping of the one or more agents.

19. The system of claim 17, further comprising a rule engine;

wherein the rule is defined by the rule engine and stored within a database.

20. The system of claim 17, further comprising an abstraction layer and a line driver process;

wherein the abstraction layer abstracts implementation details of the online service; and

wherein the abstraction layer creates the line driver process that receives the rule and monitors the online service based on the rule.

21. The system of claim 20, further comprising a monitoring registration process, an agent console transmission process, and an agent console reception process;

wherein the abstraction layer creates the monitoring registration process that receives a provisioning message that comprises the rule;

wherein the abstraction layer creates the agent console transmission process that transmits the online service message to the selected agent console; and

wherein the abstraction layer creates the agent console reception process that receives the response message from the selected agent console.

22. The system of claim 17, wherein the chat session creator creates the chat session based on a chat protocol;

and

wherein the chat session creator displays the chat session within a chat window that is displayed within a user interface of the selected agent console.