U.S. patent application number 13/434512 was filed with the patent office on 2013-10-03 for apparatus and method for managing user chat experiences with businesses.
This patent application is currently assigned to GETABL INC.. The applicant listed for this patent is Milenko Beslic, Bryan Lenett, Mark Slater. Invention is credited to Milenko Beslic, Bryan Lenett, Mark Slater.
Application Number | 20130262591 13/434512 |
Document ID | / |
Family ID | 49236536 |
Filed Date | 2013-10-03 |
United States Patent
Application |
20130262591 |
Kind Code |
A1 |
Beslic; Milenko ; et
al. |
October 3, 2013 |
Apparatus and Method for Managing User Chat Experiences with
Businesses
Abstract
A computer-implemented method of managing a chat experience of a
user desiring to chat with a selected one of a plurality of
businesses utilizes in various aspects a chat management server
running computer processes for communicating with user devices. In
another aspect, a computer-implemented method of providing a chat
experience to a user having a user device and desiring to chat with
a selected one of a plurality of businesses utilizes computer
processes running on the user device. Corresponding embodiments
similarly provide an apparatus performing any of the foregoing
methods. Other corresponding embodiments similarly provide a
computer readable medium storing instructions, which when loaded
into a computer, perform processes corresponding to any of the
foregoing methods.
Inventors: |
Beslic; Milenko; (Brookline,
MA) ; Slater; Mark; (Boston, MA) ; Lenett;
Bryan; (Pembroke Pines, FL) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
Beslic; Milenko
Slater; Mark
Lenett; Bryan |
Brookline
Boston
Pembroke Pines |
MA
MA
FL |
US
US
US |
|
|
Assignee: |
GETABL INC.
Boston
MA
|
Family ID: |
49236536 |
Appl. No.: |
13/434512 |
Filed: |
March 29, 2012 |
Current U.S.
Class: |
709/206 |
Current CPC
Class: |
H04N 21/4788 20130101;
H04L 51/046 20130101; G06Q 30/0281 20130101; H04L 12/1813 20130101;
G06Q 10/107 20130101 |
Class at
Publication: |
709/206 |
International
Class: |
G06F 15/16 20060101
G06F015/16 |
Claims
1. A computer-implemented method of managing a chat experience of a
user desiring to chat with a selected one of a plurality of
businesses, the method utilizing a chat management server running
computer processes comprising: receiving a search signal over a
first network from a device, under control of the user, to indicate
that the user device is running a process configured to support a
managed chat session and including data characterizing criteria for
a business with which the user seeks to chat; responsive to the
search signal, identifying a set of businesses meeting the
criteria, availability status data for each business in the set of
businesses, and transmitting, to the device, availability status
data for the set of businesses for display on the user's device;
receiving over the first network a request message originated by
the user on the device to enter a chat channel established for a
selected one of the set of businesses; and responsive to the
request message, subscribing the user device to the chat channel
for the selected one of the set of businesses, and transmitting to
the device, over the first network, a launch-chat command.
2. A method according to claim 1, the computer processes further
comprising associating a duration for the channel, and if the chat
channel has not been previously closed by a party to the chat, then
closing the chat channel effective as of the end of the
duration.
3. A method according to claim 2, wherein the duration is
established according to a user-specified default.
4. A method according to claim 1, wherein the request message
originated by the user on the device to enter the chat channel has
been issued responsive to a user selection, made graphically on a
display of the device, of the set of businesses.
5. A method according to claim 4, wherein the data characterizing
criteria for a business with which the user seeks to chat have
resulted from a search initiated by the user.
6. A method according to claim 5, wherein the search has resulted
by user selection of one of a set of pre-defined categories.
7. A method according to claim 4, wherein the data characterizing
criteria for a business with which the user seeks to chat have
resulted from selection by the user to cause display of favorites
saved by the user.
8. A method according to claim 4, wherein the data characterizing
criteria for a business with which the user seeks to chat have
resulted from selection by the user to cause display of businesses
recently accessed by the user for purposes of chat.
9. A method according to claim 1, the computer processes further
comprising, responsive to the request message, determining a
pattern, for the chat channel, for message routing to seats of the
selected business based on availability status data for the
selected business and business rules provided by the selected
business.
10. A method according to claim 9, wherein the pattern includes
routing all messages from the user to the same seat.
11. A method according to claim 9, wherein the pattern includes
routing successive messages from the user to the next available
seat that is not busy.
12. A method according to claim 9, wherein the pattern includes
routing all messages from the user to a plurality of seats
simultaneously.
13. A method according to claim 9, wherein (i) business rules
provided by the selected business specify a plurality of seat
types, (ii) the availability data includes information enabling a
user to make a selection corresponding to a specific seat type,
(iii) the request message includes data indicative of the seat type
corresponding to the selection made by the user, and (iv)
subscribing the user device to the chat channel includes
subscribing the user device in a manner consistent with the
specific seat type.
14. A method according to claim 1, the computer processes further
comprising: receiving, in the search signal, data indicating an
approximate location of the device and transmitting availability
data includes transmitting availability data for businesses based,
at least in part, on the approximate location.
15. A method according to claim 1, the computer processes further
comprising: storing chat content of the chat channel and archiving
the content in a chat database in association with an identifier
for the selected business and for the user.
16. A method according to claim 15, the computer processes further
comprising storing, in the chat database, chat metadata with the
chat content.
17. A method according to claim 15, the computer processes further
comprising storing, in the chat database, data relating to an
unsuccessful attempt by the user to initiate chat with one of the
plurality of businesses.
18. A method according to claim 17, the computer processes further
comprising: running a computerized analysis of the chat database,
to identify chat performance measurements, for any given business,
including at least one of : (a) what fraction of user requests to
chat were followed by a response; (b) average time to first
response per request; (c) average time to response, after the first
response, per request; (d) average number of responses provided in
a given chat session; and (e) what percentage of chat responses
were made within a specified period of time.
19. A method according to claim 1, wherein identifying the set of
businesses meeting the criteria includes determining from stored
data whether the user is authorized by any given business meeting
the criteria, and if so including the given business in the set of
businesses and otherwise excluding the given business from the set
of businesses.
20. A method according to claim 1, the computer processes further
comprising, prior to subscribing the user device to the chat
channel for the selected one of the set of businesses, determining
whether the selected one of the set of businesses requires further
authorization by the business to enable the user to chat, and, if
so, (i) transmitting to the device, over the first network, data
establishing a form to be displayed on the device, configured to
receive user-supplied information establishing entitlement of the
user to chat, (ii) receiving from the device such information,
(iii) processing such information, and only if authorization is
determined as a result of such information, allowing the
subscribing of the user device to the chat channel.
21. A method according to claim 1, the computer processes further
comprising prior to receiving a search signal, receiving over the
first network from the user's device a request and credentials for
authentication of the user, determining if the credentials are
valid, and if so, logging in the user device.
22. A method according claim 21, wherein the user has at least one
additional device, the method further comprising: receiving over a
second network from the at least one additional device a further
request and further credentials for authentication of the user,
determining if the further credentials are valid, and if so,
logging in the at least one additional user device; and subscribing
the at least one additional device to the chat channel.
23. A method according to claim 21, the computer processes further
comprising: repeating each of the foregoing processes at least once
so as to subscribe the user device to at least one additional chat
channel for another business selected by the user, so that the user
device may be simultaneously subscribed to a plurality of chat
channels.
24. A method according claim 23, wherein the user has at least one
additional device, the method further comprising: receiving over a
second network from the at least one additional device a further
request and further credentials for authentication of the user,
determining if the further credentials are valid, and if so,
logging in the at least one additional user device; and subscribing
the at least one additional device to the plurality of chat
channels.
25. A method according to claim 1, the computer processes further
comprising: receiving a forward-chat message from the user over the
first network; responsive to the forward-chat message, forwarding
to the user at a secondary electronic destination, in accordance
with user-established settings, chat messages addressed to the user
from the selected one of the set of businesses and forwarding to
the selected one of the set of businesses each message from the
user originating from the secondary electronic destination in
response to a forwarded message from the selected one of the set of
businesses.
26. A method according to claim 25, wherein the user-established
settings specify forwarding to occur at all times when forwarding
is in effect.
27. A method according to claim 25, wherein the user-established
settings specify forwarding to occur only when the user device is
not in communication with the server.
28. A method according to claim 1, the computer processes further
comprising, upon subscribing the user device to the chat channel,
identifying the user in accordance with criteria established by the
user.
29. A method according to claim 28, wherein the criteria are global
and apply to all businesses with which the user engages in
chat.
30. A method according to claim 28, wherein the criteria are
specified by the user as applicable to the selected one of the
businesses.
31. A method according to claim 9, the computer processes further
comprising: receiving from a business user, in one of the seats, of
the selected business, that is subscribed to the chat channel, a
transfer request message to transfer the user to chat with a
different seat of the selected business; and responsive to the
transfer request message, transferring the user device to chat with
the different seat of the selected business.
32. A method according to claim 9, the computer processes further
comprising: receiving from a business user, in one of the seats, of
the selected business, that is subscribed to the chat channel, a
join request message to add to the chat channel at least one
additional business user from the selected business; and responsive
to the join request message, subscribing to the chat channel the at
least one additional business user.
33. A method according to claim 1, the computer processes further
comprising: running an installed application of the selected
business, in accordance with business rules specified by the
selected business, after the user has been subscribed to the chat
channel.
34. A method according to claim 33, wherein running the installed
application occurs automatically immediately after the user has
been subscribed to the chat channel.
35. A method according to claim 33, wherein running the installed
application occurs when a business user of the selected business
manually invokes the installed application.
36. A method according to claim 33, wherein running the installed
application occurs when triggered automatically by a response by
the user in the course of chat.
37. A computer-implemented method of managing a chat experience of
a business user desiring to chat with a selected one of a plurality
of other users, the method utilizing a chat management server
running computer processes comprising: receiving a search signal
over a first network from a device, under control of the business
user, to indicate that the user device is running a process
configured to support a managed chat session and including data
characterizing criteria for another user with whom the business
user seeks to chat; responsive to the search signal, identifying a
set of users meeting the criteria, and for each user in the set of
users, determining availability status, and transmitting, to the
device, availability status data for the set of users for display
on the business user's device; receiving over the first network a
request message originated by the business user on the device to
enter a chat channel established for a selected one of the set of
users; and responsive to the request message, subscribing the user
device to the chat channel for the selected one of the set of
users, and transmitting to the device, over the first network, a
launch-chat command.
38. A method according to claim 37, wherein identifying the set of
users meeting the criteria includes excluding from the set any user
who has not authorized receiving chat from the business of the
business user, so that such user is not displayed on the business
user's device.
39. A method, according to claim 37, of managing a chat experience
of a given business user desiring to chat with a selected one of a
plurality of other business users in the same business as the given
business user, wherein the set of users corresponds to at least
some of other business users in the same business.
40. A method according to claim 37, wherein the data characterizing
criteria for another user with whom the business user seeks to chat
have resulted from a search initiated by the business user.
41. A method according to claim 37, wherein the search has resulted
by business user selection of one of a set of pre-defined
categories.
42. A method according to claim 37, wherein the data characterizing
criteria for a another user with whom the business user seeks to
chat have resulted from selection by the business user to cause
display of favorites saved by the business user.
43. A method according to claim 37, wherein the data characterizing
criteria for a another user with whom the business user seeks to
chat have resulted from selection by the business user to cause
display of users recently accessed by the business user for
purposes of chat.
44. A method according to claim 37, the computer processes further
comprising associating a duration for the channel, and if the chat
channel has not been previously closed by a party to the chat, then
closing the chat channel effective as of the end of the
duration.
45. A method according to claim 37, the computer processes further
comprising prior to receiving a search signal, receiving over the
first network from the business user's device a request and
credentials for authentication of the business user, determining if
the credentials are valid, and if so, logging in the business user
device.
46. A method according claim 45, wherein the business user has at
least one additional device, the method further comprising:
receiving over a second network from the at least one additional
device a further request and further credentials for authentication
of the business user, determining if the further credentials are
valid, and if so, logging in the at least one additional device;
and subscribing the at least one additional device to the chat
channel.
47. A method according to claim 45, the computer processes further
comprising: repeating each of the foregoing processes at least once
so as to subscribe the business user device to at least one
additional chat channel for another user selected by the business
user, so that the business user device may be simultaneously
subscribed to a plurality of chat channels.
48. A method according claim 47, wherein the user has at least one
additional device, the method further comprising: receiving over a
second network from the at least one additional device a further
request and further credentials for authentication of the business
user, determining if the further credentials are valid, and if so,
logging in the at least one additional business user device; and
subscribing the at least one additional device to the plurality of
chat channels.
49. A computer-implemented method of providing a chat experience to
a user having a user device and desiring to chat with a selected
one of a plurality of businesses, the method utilizing computer
processes running on the user device comprising: transmitting to a
chat management server a search signal, over a first network, to
indicate that the user device is running a process configured to
support a managed chat session and including data characterizing
criteria for a business with which the user seeks to chat;
receiving, from the chat management server, over the first network,
responsive to the search signal, availability status data for each
business in a set of businesses meeting the criteria; displaying
the availability status data on the user's device; responsive to a
user selection of one of the set of businesses, transmitting over
the first network, to the chat management server, a request message
to enter a chat channel established for the selected one of the set
of businesses; receiving from the chat management server, over the
first network, responsive to the request message, a launch-chat
command, indicating that the user device has been subscribed to a
chat channel for the selected one of the set of businesses, and
transmitting to the device, over the first network; and responsive
to the launch-chat command, opening a chat display box on the user
device to receive chat initiated by the user that is directed to
the selected business.
50. A non-transitory computer readable medium encoded with
instructions which, when loaded into a user device, establish
processes, for providing a chat experience to a user having the
user device and desiring to chat with a selected one of a plurality
of businesses, the processes comprising: transmitting to a chat
management server a search signal, over a first network, to
indicate that the user device is running a process configured to
support a managed chat session and including data characterizing
criteria for a business with which the user seeks to chat;
receiving, from the chat management server, over the first network,
responsive to the search signal, availability status data for each
business in a set of businesses meeting the criteria, displaying
the availability status data on the user's device; responsive to a
user selection of one of the set of businesses, transmitting over
the first network, to the chat management server, a request message
to enter a chat channel established for the selected one of the set
of businesses; and receiving from the chat management server, over
the first network, responsive to the request message, a launch-chat
command, indicating that the user device has been subscribed to a
chat channel for the selected one of the set of businesses, and
transmitting to the device, over the first network; responsive to
the launch-chat command, opening a chat display box on the user
device to receive chat initiated by the user that is directed to
the selected business.
Description
TECHNICAL FIELD
[0001] The present invention relates to electronic messaging, and
more particularly to apparatus and methods for managing user chat
experiences with businesses.
BACKGROUND ART
[0002] It is known in the prior art to make a chat session
available to a user having a computer open to a web page of a
company so that the user may contact the company about its goods or
services. See for example, U.S. Pat. No. 7,861,176. Other kinds of
chat servers host video chat and location-based chat among
individual users. See for example, U.S. Pat. No. 7,379,087 and
published application number 2003/0037110.
SUMMARY OF THE EMBODIMENTS
[0003] In a first embodiment of the invention there is provided a
computer-implemented method of managing a chat experience of a user
desiring to chat with a selected one of a plurality of businesses
the method utilizes a chat management server running computer
processes, and these processes include:
[0004] receiving a search signal over a first network from a
device, under control of the user, to indicate that the user device
is running a process configured to support a managed chat session
and including data characterizing criteria for a business with
which the user seeks to chat;
[0005] responsive to the search signal, identifying a set of
businesses meeting the criteria, determining availability status
data for each business in the set of businesses, and transmitting,
to the device, availability status data for the set of businesses
for display on the user's device;
[0006] receiving over the first network a request message
originated by the user on the device to enter a chat channel
established for a selected one of the set of businesses; and
[0007] responsive to the request message, subscribing the user
device to the chat channel for the selected one of the set of
businesses, and transmitting to the device, over the first network,
a launch-chat command.
[0008] In a related embodiment, the computer processes further
include associating a duration for the channel, and if the chat
channel has not been previously closed by a party to the chat, then
closing the chat channel effective as of the end of the duration.
Optionally, the duration is established according to a
user-specified default.
[0009] In another related embodiment, the request message
originated by the user on the device to enter the chat channel has
been issued responsive to a user selection, made graphically on a
display of the device, of the set of businesses. Optionally, the
data characterizing criteria for a business with which the user
seeks to chat have resulted from a search initiated by the user. As
a further option, the search has resulted by user selection of one
of a set of pre-defined categories. Alternatively, the data
characterizing criteria for a business with which the user seeks to
chat have resulted from selection by the user to cause display of
favorites saved by the user. Also alternatively, the data
characterizing criteria for a business with which the user seeks to
chat have resulted from selection by the user to cause display of
businesses recently accessed by the user for purposes of chat.
[0010] In another related embodiment, the computer processes
further include, responsive to the request message, determining a
pattern, for the chat channel, for message routing to seats of the
selected business based on availability status data for the
selected business and business rules provided by the selected
business. Optionally, the pattern includes routing all messages
from the user to the same seat. Optionally, the pattern includes
routing successive messages from the user to the next available
seat that is not busy. Optionally, the pattern includes routing all
messages from the user to a plurality of seats simultaneously. In a
further related embodiment, (i) business rules provided by the
selected business specify a plurality of seat types, (ii) the
availability data includes information enabling a user to make a
selection corresponding to a specific seat type, (iii) the request
message includes data indicative of the seat type corresponding to
the selection made by the user, and (iv) subscribing the user
device to the chat channel includes subscribing the user device in
a manner consistent with the specific seat type.
[0011] In another related embodiment, the computer processes
further include receiving, in the search signal, data indicating an
approximate location of the device and transmitting availability
data includes transmitting availability data for businesses based,
at least in part, on the approximate location.
[0012] In another related embodiment, the computer processes
further include storing chat content of the chat channel and
archiving the content in a chat database in association with an
identifier for the selected business and for the user. Optionally,
the computer processes further include storing, in the chat
database, chat metadata with the chat content. Optionally, the
computer processes further include storing, in the chat database,
data relating to an unsuccessful attempt by the user to initiate
chat with one of the plurality of businesses. Optionally, the
computer processes further include running a computerized analysis
of the chat database, to identify chat performance measurements,
for any given business, including at least one of : (a) what
fraction of user requests to chat were followed by a response; (b)
average time to first response per request; (c) average time to
response, after the first response, per request; (d) average number
of responses provided in a given chat session; and (e) what
percentage of chat responses were made within a specified period of
time.
[0013] In another related embodiment, identifying the set of
businesses meeting the criteria includes determining from stored
data whether the user is authorized by any given business meeting
the criteria, and if so including the given business in the set of
businesses and otherwise excluding the given business from the set
of businesses.
[0014] In another related embodiment, the computer processes
further include, prior to subscribing the user device to the chat
channel for the selected one of the set of businesses, determining
whether the selected one of the set of businesses requires further
authorization by the business to enable the user to chat, and, if
so, (i) transmitting to the device, over the first network, data
establishing a form to be displayed on the device, configured to
receive user-supplied information establishing entitlement of the
user to chat, (ii) receiving from the device such information,
(iii) processing such information, and only if authorization is
determined as a result of such information, allowing the
subscribing of the user device to the chat channel.
[0015] In another related embodiment, the computer processes
further include prior to receiving a search signal, receiving over
the first network from the user's device a request and credentials
for authentication of the user, determining if the credentials are
valid, and if so, logging in the user device. Optionally, the user
has at least one additional device, and the method further
includes:
[0016] receiving over a second network from the at least one
additional device a further request and further credentials for
authentication of the user, determining if the further credentials
are valid, and if so, logging in the at least one additional user
device; and
[0017] subscribing the at least one additional device to the chat
channel.
[0018] Optionally, the computer processes further include repeating
each of the foregoing processes at least once so as to subscribe
the user device to at least one additional chat channel for another
business selected by the user, so that the user device may be
simultaneously subscribed to a plurality of chat channels.
Optionally, when the user has at least one additional device, the
method further includes receiving over a second network from the at
least one additional device a further request and further
credentials for authentication of the user, determining if the
further credentials are valid, and if so, logging in the at least
one additional user device; and subscribing the at least one
additional device to the plurality of chat channels.
[0019] In another related embodiment, the computer processes
further include receiving a forward-chat message from the user over
the first network; and responsive to the forward-chat message,
forwarding to the user at a secondary electronic destination, in
accordance with user-established settings, chat messages addressed
to the user from the selected one of the set of businesses and
forwarding to the selected one of the set of businesses each
message from the user originating from the secondary electronic
destination in response to a forwarded message from the selected
one of the set of businesses. Optionally, the user-established
settings specify forwarding to occur at all times when forwarding
is in effect. Alternatively, the user-established settings specify
forwarding to occur only when the user device is not in
communication with the server.
[0020] In another related embodiment, the computer processes
further include, upon subscribing the user device to the chat
channel, identifying the user in accordance with criteria
established by the user. Optionally, the criteria are global and
apply to all businesses with which the user engages in chat.
Alternatively, the criteria are specified by the user as applicable
to the selected one of the businesses.
[0021] In yet another related embodiment, the computer processes
further include receiving from a business user, in one of the
seats, of the selected business, that is subscribed to the chat
channel, a transfer request message to transfer the user to chat
with a different seat of the selected business; and responsive to
the transfer request message, transferring the user device to chat
with the different seat of the selected business. Alternatively,
the computer processes further include receiving from a business
user, in one of the seats, of the selected business, that is
subscribed to the chat channel, a join request message to add to
the chat channel at least one additional business user from the
selected business; and responsive to the join request message,
subscribing to the chat channel the at least one additional
business user.
[0022] In another related embodiment, the computer processes
further include running an installed application of the selected
business, in accordance with business rules specified by the
selected business, after the user has been subscribed to the chat
channel. Optionally, running the installed application occurs
automatically immediately after the user has been subscribed to the
chat channel. Alternatively, running the installed application
occurs when a business user of the selected business manually
invokes the installed application. Alternatively, running the
installed application occurs when triggered automatically by a
response by the user in the course of chat.
[0023] In another embodiment of the present invention there is
provided a computer-implemented method of managing a chat
experience of a business user desiring to chat with a selected one
of a plurality of other users the method utilizes a chat management
server running computer processes that include:
[0024] receiving a search signal over a first network from a
device, under control of the business user, to indicate that the
user device is running a process configured to support a managed
chat session and including data characterizing criteria for another
user with whom the business user seeks to chat;
[0025] responsive to the search signal, identifying a set of users
meeting the criteria, and for each user in the set of users,
determining availability status, and transmitting, to the device,
availability status data for the set of users for display on the
business user's device;
[0026] receiving over the first network a request message
originated by the business user on the device to enter a chat
channel established for a selected one of the set of users; and
[0027] responsive to the request message, subscribing the user
device to the chat channel for the selected one of the set of
users, and transmitting to the device, over the first network, a
launch-chat command.
[0028] In a related embodiment, identifying the set of users
meeting the criteria includes excluding from the set any user who
has not authorized receiving chat from the business of the business
user, so that such user is not displayed on the business user's
device. In a further related embodiment, of managing a chat
experience of a given business user desiring to chat with a
selected one of a plurality of other business users in the same
business as the given business user, the set of users corresponds
to at least some of other business users in the same business.
Optionally, the data characterizing criteria for another user with
whom the business user seeks to chat have resulted from a search
initiated by the business user. Optionally, the search has resulted
by business user selection of one of a set of pre-defined
categories. Alternatively, the data characterizing criteria for a
another user with whom the business user seeks to chat have
resulted from selection by the business user to cause display of
favorites saved by the business user. Alternatively, the data
characterizing criteria for a another user with whom the business
user seeks to chat have resulted from selection by the business
user to cause display of users recently accessed by the business
user for purposes of chat.
[0029] In a further related embodiment, the computer processes
further include associating a duration for the channel, and if the
chat channel has not been previously closed by a party to the chat,
then closing the chat channel effective as of the end of the
duration.
[0030] In a further related embodiment, the computer processes
further include prior to receiving a search signal, receiving over
the first network from the business user's device a request and
credentials for authentication of the business user, determining if
the credentials are valid, and if so, logging in the business user
device. In a further related embodiment, the business user has at
least one additional device, and the method further includes
receiving over a second network from the at least one additional
device a further request and further credentials for authentication
of the business user, determining if the further credentials are
valid, and if so, logging in the at least one additional device;
and subscribing the at least one additional device to the chat
channel. As a further option the computer processes further include
repeating each of the foregoing processes at least once so as to
subscribe the business user device to at least one additional chat
channel for another user selected by the business user, so that the
business user device may be simultaneously subscribed to a
plurality of chat channels.
[0031] In a further related embodiment, the user has at least one
additional device, and the method further includes receiving over a
second network from the at least one additional device a further
request and further credentials for authentication of the business
user, determining if the further credentials are valid, and if so,
logging in the at least one additional business user device; and
subscribing the at least one additional device to the plurality of
chat channels.
[0032] Corresponding embodiments similarly provide an apparatus
performing any of the foregoing methods. Other corresponding
embodiments similarly provide a computer readable medium storing
instructions, which when loaded into a computer, perform processes
corresponding to any of the foregoing methods.
[0033] In another embodiment, the invention provides a
computer-implemented method of providing a chat experience to a
user having a user device and desiring to chat with a selected one
of a plurality of businesses. In this embodiment, the method
utilizes computer processes running on the user device. The
processes include: [0034] transmitting to a chat management server
a search signal, over a first network, to indicate that the user
device is running a process configured to support a managed chat
session and including data characterizing criteria for a business
with which the user seeks to chat; [0035] receiving, from the chat
management server, over the first network, responsive to the search
signal, availability status data for each business in a set of
businesses meeting the criteria; [0036] displaying the availability
status data on the user's device; [0037] responsive to a user
selection of one of the set of businesses, transmitting over the
first network, to the chat management server, a request message to
enter a chat channel established for the selected one of the set of
businesses; [0038] receiving from the chat management server, over
the first network, responsive to the request message, a launch-chat
command, indicating that the user device has been subscribed to a
chat channel for the selected one of the set of businesses, and
transmitting to the device, over the first network; and [0039]
responsive to the launch-chat command, opening a chat display box
on the user device to receive chat initiated by the user that is
directed to the selected business.
[0040] In another embodiment, the invention provides a
non-transitory computer readable medium encoded with instructions
which, when loaded into a user device, establish processes for
providing a chat experience to a user having the user device and
desiring to chat with a selected one of a plurality of businesses.
The processes include: [0041] transmitting to a chat management
server a search signal, over a first network, to indicate that the
user device is running a process configured to support a managed
chat session and including data characterizing criteria for a
business with which the user seeks to chat; [0042] receiving, from
the chat management server, over the first network, responsive to
the search signal, availability status data for each business in a
set of businesses meeting the criteria; [0043] displaying the
availability status data on the user's device; [0044] responsive to
a user selection of one of the set of businesses, transmitting over
the first network, to the chat management server, a request message
to enter a chat channel established for the selected one of the set
of businesses; [0045] receiving from the chat management server,
over the first network, responsive to the request message, a
launch-chat command, indicating that the user device has been
subscribed to a chat channel for the selected one of the set of
businesses, and transmitting to the device, over the first network;
and [0046] responsive to the launch-chat command, opening a chat
display box on the user device to receive chat initiated by the
user that is directed to the selected business.
BRIEF DESCRIPTION OF THE DRAWINGS
[0047] The foregoing features of embodiments will be more readily
understood by reference to the following detailed description,
taken with reference to the accompanying drawings, in which:
[0048] FIG. 1 is a block diagram of processes implemented to
subscribe a user to a chat channel with a business in accordance
with an embodiment of the present invention;
[0049] FIG. 2 is a schematic representation of event-driven
architecture as implemented in embodiments of the present invention
to provide asynchronous communication in chat sessions;
[0050] FIG. 3 is a block diagram of processes implemented in
accordance with an embodiment of the present invention to assign a
user device to a chat channel for a selected business and seat
type;
[0051] FIG. 4 is a block diagram of processes implemented in
accordance with an embodiment of the present invention to establish
availability data for a business that can be used as part of
availability data supplied to a user device;
[0052] FIG. 5 is a block diagram of processes implemented in
accordance with an embodiment of the present invention to provide
messaging services over various user devices;
[0053] FIG. 6 is a block diagram of processes implemented in
accordance with an embodiment of the present invention to monitor
and to manage chat sessions;
[0054] FIG. 7 is a block diagram of processes implemented in
accordance with an embodiment of the present invention to handle
circumstances when a business is not available to engage in chat at
the time when a user seeks a chat session;
[0055] FIG. 8 is a block diagram of architecture of a system for
managing user chat experiences with businesses in accordance with
an embodiment of the present invention, showing in particular the
communication interface with users and businesses;
[0056] FIG. 9 is a block diagram of architecture of a system for
managing user chat experiences with businesses in accordance with
an embodiment of the present invention, showing in particular the
components implementing business search capability and storage of
data relating to users, businesses, chat messages, event logs, and
other system information;
[0057] FIG. 10 is a block diagram of architecture of a system for
managing user chat experiences with businesses in accordance with
an embodiment of the present invention, showing in particular
components that implement chat sessions as described herein;
[0058] FIG. 11 is block diagram of software components employed in
an embodiment of the present invention for managing user chat
experiences with businesses;
[0059] FIG. 12 is a representation of a screen presented to a user
to sign up for an account with a system for managing user chat
experiences with businesses in accordance with an embodiment of the
present invention;
[0060] FIG. 13 is a representation of a screen presented to an
existing user to log in to the of FIG. 12;
[0061] FIG. 14 is a representation of a screen presented to the
logged-in user of FIG. 13 by which to search for businesses that
are available for a chat session;
[0062] FIG. 15 is a representation of a screen presented to the
user of FIG. 14 after conducting a search for "pizza";
[0063] FIG. 16 is a representation of a screen presented to the
user of FIG. 14 after conducting a search for "pizza" wherein the
results are displayed on a map;
[0064] FIG. 17 is a representation [add launch-chat graphic] of a
screen presented to the user of FIG. 16 after selecting the graphic
identifying a particular pizza place appearing on the map of FIG.
16;
[0065] FIG. 18 is a representation of a screen presented to the
user of FIG. 17 after selecting an option on the screen [to be
added] to initiate a chat session;
[0066] FIG. 19 is a representation of a screen presented to the
user of FIG. 14 by which to access "favorites";
[0067] FIG. 20 is a representation of a computer screen displaying
a web browser of presented to a logged-in user after running a
search for "Burger king";
[0068] FIG. 21 is a representation of a computer screen presented
to the user of FIG. 20 who has selected to launch chat with one of
the businesses identified in FIG. 20;
[0069] FIG. 22 is a representation of a computer screen presented
to the user of FIGS. 20-21 showing the user's chat history with a
selected business;
[0070] FIG. 23 is a representation of a computer screen presented
to the user of FIGS. 20-22 showing the user's account settings;
[0071] FIG. 24 is a representation of a computer screen displaying
a wb browser presented to a logged-in business user after running a
search for "Burger King";
[0072] FIG. 25 FIG. 25 is a representation of a computer screen
presented to the business user of FIG. 24 who has made a selection
to claim one of the businesses identified in FIG. 24;
[0073] FIG. 26 is a representation of a computer screen presented
to the business user of FIGS. 24-25 who has made a selection to
claim the business by using the phone verification method;
[0074] FIG. 27 is a representation of a computer screen presented
to the business user of FIGS. 24-25 who has made a selection to
claim the business by using the mail verification method;
[0075] FIG. 28 is a representation of a computer screen presented
to the business user of FIGS. 24-27 after completing a validation
process;
[0076] FIG. 29 is a representation of a computer screen presented
to the business user of FIGS. 24-28 who has received one or more
chat requests from other users;
[0077] FIG. 30 is a representation of a computer screen presented
to the business user of FIGS. 24-29 showing the user's chat history
with a selected user;
[0078] FIG. 31 is a representation of a computer screen presented
to the business user of FIGS. 24-30 showing the user's account
settings;
[0079] FIG. 32 is a representation of a computer screen presented
to the business user of FIGS. 24-31 showing the user's business
settings;
[0080] FIG. 33 is a representation of a computer screen presented
to the business user of FIGS. 24-32 showing the user's business
settings for managing business locations and locations
administrators;
[0081] FIG. 34 is a representation of a computer screen presented
to the business user of FIGS. 24-33 showing the user's business
settings for managing business seats, seats types and routing
settings; and
[0082] FIG. 35 is a representation of a computer screen presented
to the business user of FIGS. 24-34 showing the user's business
settings for managing a specific business seat, including
shifts/availability.
DETAILED DESCRIPTION OF SPECIFIC EMBODIMENTS
[0083] Definitions. As used in this description and the
accompanying claims, the following terms shall have the meanings
indicated, unless the context otherwise requires:
[0084] "Chat" means asynchronous interactive digital communication
between two endpoints using at least one of text, video, voice,
audio, and data files.
[0085] "Availability status data" means whether a chat channel has
been opened for the business and optionally a rating of the
responsiveness of the business, and optionally taking into account
business rules established by the business. Availability status
data may indicate status options including at least a plurality of
the following: "away", "off", "busy", "online", and "open to
receive messages even though not available for immediate chat". Two
parties to chat need not necessarily be online simultaneously in
order for a chat channel to be opened for the parties.
[0086] A "user" is an individual who has an account with a system
in accordance with an embodiment hereof for managing chat.
[0087] A "business user" is a "user" as defined herein who is
registered as a user affiliated with a "claimed business".
[0088] A "claimed business" is a business that has at least one
"business user".
[0089] "Chat channel" refers to the specific communication path
between the user and a business selected by the user for engaging
in chat.
[0090] A "set" includes at least one member.
[0091] A "seat" is a chat node that can be staffed by an individual
representing a given business in chat. Accordingly, when a user
seeks to chat with a business having a plurality of seats, it is
possible for the chat management server to subscribe the user to
chat with a seat of the business that is not currently engaged in
chat (or which currently has sufficient capacity to engage in chat)
with the user (assuming of course that the seat is being occupied
by an individual representing the business in chat).
[0092] A seat is "busy" if the number of concurrent chat channels
associated with the seat reaches a pre-specified threshold.
[0093] A seat is occupied by an individual representing the
business herein called a "seat operator".
[0094] A "computer process" is the performance of a described
function in a computer using computer hardware (such as a
processor, field-programmable gate array or other electronic
combinatorial logic, or similar device), which may be operating
under control of software or firmware or a combination of any of
these or operating outside control of any of the foregoing. All or
part of the described function may be performed by active or
passive electronic components, such as transistors or resistors. In
using the term "computer process" we do not necessarily require a
schedulable entity, or operation of a computer program or a part
thereof, although, in some embodiments, a computer process may be
implemented by such a schedulable entity, or operation of a
computer program or a part thereof. Furthermore, unless the context
otherwise requires, a "process" may be implemented using more than
one processor or more than one (single- or multi-processor)
computer.
[0095] A "user device" is a computer that is used by a user and
implemented as a desktop unit, a laptop unit, a tablet, a
smartphone, or as any other computer having access to a
network.
[0096] A "search signal" is a signal originating from a user device
to indicate that the user device is running a process configured to
support a chat session managed in accordance with embodiments
described herein and it includes data characterizing criteria for a
business with which the user seeks to chat.
[0097] When a device of a particular user is "logged in", the
device is authorized by the chat management server to send
communications from, and receive communications to, the particular
user.
[0098] An "installed application" is an application, provided by a
claimed business, that is configured to run, under conditions
established by the business, after a user has been subscribed to a
chat channel in order to provide to provide communication
functionality, between the business and the user, that is enhanced
in comparison to simple chat. The application may be stored on the
chat management server or on a server of the business.
[0099] "Business administrator" is a role assigned to a business
user affiliated with a claimed business in which the business user
is empowered by the chat management server to configure chat
management settings pertinent to the claimed business.
[0100] "Location administrator" is a role assigned to a business
user affiliated with a claimed business, as to a specific location
of the claimed business, in which the business user is empowered by
the chat management server to configure chat management settings
pertinent to the claimed business solely with respect to the
specific location.
[0101] "Business operator" is a role assigned to a business user
affiliated with a claimed business in which the business user is
not empowered by the chat management server to configure chat
management settings for any other business user.
[0102] "Chat metadata" is data characterizing chat activity on the
chat management server other than the specific content of the chat
itself
[0103] "RESTful" a set of architectural principles that govern
operation of an application programming interface (API) for the
chat management server described herein. These principles define
structures that pertain to communication between clients and
servers and are applicable, among other things, to how resource
states are addressed and transferred over HTTP by a wide range of
clients written in different languages.
[0104] FIG. 1 is a block diagram of processes implemented to
subscribe a user to a chat channel with a business in accordance
with an embodiment of the present invention. The processes are
carried out on a chat management server. In process 11, the server
receives a search signal over a first network from a device, under
control of the user, to indicate that the user device is running a
process configured to support a managed chat session. The search
signal includes data characterizing criteria for a business with
which the user seeks to chat.
[0105] In process 12 of FIG. 1, responsive to the search signal,
the server identifies a set of businesses meeting the criteria, and
for each business in the set of businesses, the server determines
availability status data for each location. In process 13, the
server transmits, to the device, availability status data for the
set of businesses for display on the user's device. In process 14
of FIG. 1, the server receives over the first network a request
message originated by the user on the device to enter a chat
channel established for a selected one of the set of businesses. In
process 15, responsive to the request message, the server
subscribes the user device to the chat channel for the selected one
of the set of businesses, and in process 16, the server transmits
to the device, over the first network, a launch-chat command.
[0106] As we show in further detail below, although the processes
have been described in connection with a single business with which
the user of the device wishes to chat, embodiments herein support
chatting of the user with a plurality of businesses. Also, although
the processes have been described in connection with a single user
device, embodiments herein support making chat history, and further
chat, available to the user simultaneously on a plurality of
devices. Of course, the processes illustrated with respect to a
given user can be replicated with any number of other users who
would use their own devices for engaging in chat with businesses of
their own selection.
[0107] FIG. 2 is a schematic representation of event-driven
architecture as implemented in embodiments of the present invention
to provide asynchronous communication in chat sessions. Item 21 is
a typical device of a user that makes a message post to the chat
management server 22. The device 21 is subscribed to the same chat
channel as the devices 23, 24, and 25 of other users. On receiving
the message post from device 21, the server notifies the other
devices subscribed to the same chat channel of the message, and so
sends the notification to devices 23, 24, and 25. The event-driven
architecture employed herein has the benefit of simplicity and
scalability, while eliminate needless traffic associated with
polling and other techniques used in the absence of event-driven
architecture.
[0108] FIG. 3 is a block diagram of processes implemented in
accordance with an embodiment of the present invention to assign a
user device to a chat channel for a selected business and seat
type. In process 31, the server receives a request message from a
user device to enter a chat channel for a selected business and
seat type. Before we explain the type of a seat, we point out that
a business can engage a plurality of individuals to engage in chat
with users. Each individual allocated by the business to engage in
chat occupies what we here call a "seat". A seat, more
particularly, is a chat node that can be staffed by an individual
representing the business in chat. Accordingly, when a user seeks
to chat with a business having a plurality of seats, it is possible
for the chat management server to subscribe the user to chat with a
seat of the business that is not currently engaged in chat (or
which currently has sufficient capacity to engage in chat) with the
user (assuming of course that the seat is being occupied by an
individual representing the business in chat).
[0109] In various embodiments of the present invention, when a user
seeks to enter into chat with a business, the business may itself
have established a structure for handling chat of various different
types. For example, the business may assign one set seats to
handling chat relating to product returns, another set of seats to
handling technical questions concerning product usage, and another
set of seats to handle order inquiries. Each set of seats is a
different "type" of seat. Embodiments of the present invention
therefore accommodate a plurality of seat types that can be
assigned and configured by the business (namely, by the "business
administrator") according to its own needs. Moreover, the user need
not be presented with a monolithic icon representing the entire
business for purposes of chat. Instead, the business may choose to
have the user experience a different icon for each seat type--in
other words, the user may press one icon to chat with the business
about a product return, another icon to chat with the business
about technical questions concerning product usage, and yet another
icon to chat with the business about an order inquiry.
[0110] Returning now to FIG. 3, in process 31, the server receives
a request message from a user device to enter a chat channel for a
selected business and a seat type selected by the user. In process
32, responsive to the request message, the server determines the
logical status for each seat operator, that is, determines whether
an individual representing the business is currently occupying each
seat. In process 33, the server determines physical availability
status and device status for the user's device. In process 34, the
server selects one operator from a list of available operators,
using a suitable algorithm, such as round-robin or first-come-first
served. If an operator is available, then in process 35, the server
subscribes the user device to a chat channel for the selected
business and the user.
[0111] FIG. 4 is a block diagram of processes implemented in
accordance with an embodiment of the present invention to establish
availability data for a business that can be used as part of
availability data supplied to a user device. In process 41, the
server receives a request message from a user device to determine
availability for a selected business and seat type. The logical
processes carried out by the chat management server have as a goal
to notify the user if a selected business and seat type are
available to engage in chat with the user. Accordingly, in process
42, responsive to the request message, the server determines if for
the selected business and seat type there is at least one seat
operator with status online. In process 43, the server compares
seat capacity (maximum number of allowed chats per seat) and
current number of opened chat channels for each seat, to determine
if a new channel can be created. In process 44, the server returns
the status as available only if these criteria are satisfied. In
various embodiments of the present invention, even if an operator
is not currently available for the selected business, it may still
be possible to subscribe the user to a chat channel, because in
such a scenario the user's chat message can be forwarded to the
business when an operator does become available. Whether the user
is subscribed to a chat channel under such a condition, can be the
subject of a configuration setting available to the business
administrator.
[0112] FIG. 5 is a block diagram of processes implemented in
accordance with an embodiment of the present invention to provide
messaging services over various user devices. In process 51, the
server receives a message in an active chat channel from a device
of a user who is engaged in chat in the chat channel. In process
52, on receipt of the message, the server updates a cache of the
active chat channel; this cache stores on a current basis all
messages in the chat. In process 53, the server determines what
devices subscribed to the active chat channel, other than the
device issuing the message, are online. In process 54, the server
sends the message directly to each online user device that is
subscribed to this channel (the devices having been identified in
process 53) by syncing the user device with the active chat cache.
In process 55, if any user has turned on forwarding, then the
server forwards the message to any additional devices (determined
by settings of the user) for which forwarded has been enabled by
such user. In process 56, the server archives the message by
storing it in the chat database.
[0113] FIG. 6 is a block diagram of processes implemented in
accordance with an embodiment of the present invention to monitor
and to manage chat sessions. In process 61, the chat process
begins. At the server level, in process 62 (as explained in further
detail in connection FIGS. 3 and 4), the chat management server
receives the search signal, sends availability data, and subscribes
the user device to an active chat channel. In process 63, chatting
begins. In process 64 (as explained further detail in connection
with FIG. 5), each time a message is sent, the chat cache is
updated and it is also synchronized with each online device that is
subscribed to the chat channel. Thus the process 64 is invoked when
a user sends a message in process 68 or an operator sends a message
in process 67. Similarly, process 64 is invoked every time there is
a reconnection in process 616 following a disconnection as a result
a connection problem in process 69 or connection closure in process
610 (each time identified by unsuccessful message delivery attempts
by the server in process 615 or the passage of too much time to
reconnect determined in process 617). If the time for reconnecting
determined in process 617 has passed, the server will still attempt
to perform forwarding in process 619 as discussed above, for
example, in connection with process 55 of FIG. 5. The forwarding is
performed for all devices specified in settings established by the
user. Forwarding is attempted for all fallback devices in the order
specified in accordance with processes 619, 620, and 621. If a
duration has been established for expiration of the chat channel,
then in process 611 a session timer is checked to determine in
process 614 whether the session has expired. In the event that it
has expired, then in process 621 the chat channel is closed and all
participants in the chat are notified by updating the chat cache
(as described in connection with process 64) and syncing it one
last time with all online devices. Process 621 is also invoked if
in process 613 the chat channel is closed by the user or in process
612 the chat channel is closed by the operator.
[0114] FIG. 7 is a block diagram of processes implemented in
accordance with an embodiment of the present invention to handle
circumstances when a business is not available to engage in chat at
the time when a user seeks a chat session. The process starts in
item 71. In process 72, the server receives a search signal from
the user device and sends availability data in response, all as
described in connection with previous figures. We now address cases
wherein the selected business in not available to engage at the
time the user seeks to chat with the selected business. In one
case, in process 73, the selected business is not a claimed
business; in this case, the availability data already sent in
process 72 has notified the user that the business is not available
for chat. Nevertheless, the user may indicate interest in chatting
with the business, in which the server receives and stores data
indicating user interest in chat in process 77. This data can be
used later in contacting the selected business.
[0115] In another case in FIG. 7, in process 74, the business is
currently offline, and the availability data already sent in
process 72 has notified the user that the business is currently
offline. Depending on settings established by the business, the
user may be given an opportunity to select between either having
the user's device currently subscribed to a chat channel or being
notified when the business has come back online, and in process 78,
the server carries out processes consistent with the user's
selection. Similarly, in another case, in process 75, the business
is currently busy, and the availability data already sent in
process 72 has notified the user that the business is currently
busy. Depending on settings established by the business, the user
may be given an opportunity to select between either having the
user's device currently subscribed to a chat channel or being
notified when the business has come back online, and in process 79,
the server carries out processes consistent with the user's
selection.
[0116] FIG. 8 is a block diagram of architecture of a system for
managing user chat experiences with businesses in accordance with
an embodiment of the present invention, showing in particular the
communication interface with users and businesses. Item 810 is a
common access layer for all user devices, and gateways to other
systems. Through the access layer 810 all chat system features are
exposed using an API interface that employs a RESTful architecture.
Devices, such as desktop computer 81, which may for example, be an
Apple MAC computer or a PC computer running Windows 7, laptop or
tablet computer 82 or smartphone 83, connect through their web
browser applications, using the HTTP protocol, to the web server
89, which in turn communicates with other components of the system
through the API 810. Alternatively, the smartphone 83 may run a
special application to communicate directly with the API 810. Chat
messages can be alternatively delivered to a variety of electronic
devices using different network protocols and appropriate gateways.
Some examples are the SMS Gateway 85, Email Gateway 86, and Jabber
Gateway 87. The Core Business Application 813 contains all business
logic and manages communication with external systems (such as the
items discussed previously in this paragraph) and internal
subsystems (such as Search, discussed in connection with FIGS. 9,
and Chat, discussed in connection with FIG. 10 below). The Business
Application 813 may be replicated across multiple servers
(represented as items 811 and 812) to support redundancy and
scalability.
[0117] FIG. 9 is a block diagram of architecture of a system for
managing user chat experiences with businesses in accordance with
an embodiment of the present invention, showing in particular the
components implementing business search capability and storage of
data relating to users, businesses, chat metadata, event logs, and
other system information. The Search component provides a common
search interface for other components of the system through Search
API (Facade) 90. The search logic 92, is implemented using Solr
Shards, which is a distributed search application that uses
multiple servers for load distribution, scalability and redundancy.
Access to data storage is performed through Database layer
interface 94 and a caching application (Memcache) 93. Data is
distributed across multiple clustered database servers 95 for load
distribution, scalability and redundancy.
[0118] FIG. 10 is a block diagram of architecture of a system for
managing user chat experiences with businesses in accordance with
an embodiment of the present invention, showing in particular
components that implement chat sessions as described herein. There
architecture here is similar to that described in connection with
FIG. 9. The Chat component provides a commons chat interface for
other components of the system through Chat API (Facade) 100. The
chat logic 102 is implemented using a CometD event routing bus.
Several CometD servers are grouped in OortCloud Cluster for load
distribution, scalability and redundancy. Access to data storage
for chat message archiving is performed through Database layer
interface 103. Data is distributed across multiple clustered
database servers 104 for load distribution, scalability and
redundancy.
[0119] FIG. 11 is block diagram of software components employed in
an embodiment of the present invention for managing user chat
experiences with businesses. Software components are grouped in
four logical groups. Item 111 represents key software components
for general management of the whole system, and includes system
administration, internal user management, billing system and
reporting system. Item 112 represents key software components that
allow business users to manage their businesses, mainly for
configuring business profile, managing seats, managing and viewing
reports, configuring settings and viewing chat history. Item 113
represents key software components that allow users to manage
profiles, favorites and viewing chat history. Item 114 represents
key software components used by all users, such as chat system,
notification system, search and availability management.
[0120] FIG. 12 is a representation of a screen presented to a user
to sign up for an account with a system for managing user chat
experiences with businesses in accordance with an embodiment of the
present invention. The screen provides places for the user to
provide a nickname, and e-mail address, and a password, and
includes an icon that is selected to initiate sign-up. In this
example, and in FIGS. 13-19, a screen of a smartphone is
represented, but similar screens may be shown on a web browser of a
desktop or laptop computer.
[0121] FIG. 13 is a representation of a screen presented to an
existing user to log in to the chat management server. The user
supplies the user's e-mail address and password, and then selects
the Login icon.
[0122] FIG. 14 is a representation of a screen presented to the
logged-in user of FIG. 13 by which to search for businesses that
are available for a chat session.
[0123] FIG. 15 is a representation of a screen presented to the
user of FIG. 14 after conducting a search for "pizza".
[0124] FIG. 16 is a representation of a screen presented to the
user of FIG. 14 after conducting a search for "pizza" wherein the
results are displayed on a map to show the user the locations of
businesses identified by the search.
[0125] FIG. 17 is a representation of a screen presented to the
user of FIG. 16 after selecting the graphic identifying a
particular pizza place appearing on the map of FIG. 16. This screen
provides detail about the business, including contact information
and address. An icon is provided to add the business to Favorites
of the user (for chat purposes). Another graphic may be provided by
which the user may launch chat with the business.
[0126] FIG. 18 is a representation of a screen presented to the
user of FIG. 17 after selecting an option on the screen of FIG. 17
to initiate a chat session. In the present screen, the user has
entered text constituting the user's first outbound chat.
[0127] FIG. 19 is a representation of a screen presented to the
user of FIG. 14 in which are displayed graphics for businesses the
user has saved as Favorites of the user for chat purposes.
[0128] FIG. 20 is a representation of a computer screen displaying
a web browser of presented to a logged-in user after running a
search for "Burger king". (Although the examples of FIGS. 20
through 36 show computer screens displaying a web browser, similar
screens can be accessed on a smartphone running a dedicated
application or a suitable web browser.)
[0129] FIG. 21 is a representation of a computer screen (displaying
a web browser) presented to the user of FIG. 20 who has selected to
launch chat with one of the businesses identified in FIG. 20.
[0130] FIG. 22 is a representation of a computer screen presented
to the user of FIGS. 20-21 showing the user's chat history with a
selected business. Here on the left side of the screen the user has
selected the chat history of Burger King on a particular date, and
the chat pertinent to the selected business is displayed to
right.
[0131] FIG. 23 is a representation of a computer screen presented
to the user of FIGS. 20-22 showing the user's account settings,
including primary e-mail address, whether chat should also be
replicated by e-mail and SMS messages, as well as other settings
indicated in the figure.
[0132] FIG. 24 is a representation of a computer screen displaying
a web browser presented to a logged-in business user after running
a search for "Burger King". It can be seen in this figure that for
each location identified for the business, there is a clickable
link on the question "Is this your business?"
[0133] FIG. 25 is a representation of a computer screen presented
to the business user of FIG. 24 who has made a selection to claim
one of the businesses identified in FIG. 24, by clicking on the on
the question "Is this your business?" The result is the screen of
this figure, where the location and contact information for the
business are provided along with an icon that can be selected to
claim the business.
[0134] FIG. 26 is a representation of a computer screen presented
to the business user of FIGS. 24-25 who has made a selection to
claim the business by using the phone verification method. In this
embodiment, when an individual has claimed the business, the
individual is given a choice of methods by which to validate the
claim, and the choice made by the individual is shown here to
include a phone call.
[0135] FIG. 27 is a representation of a computer screen presented
to the business user of FIGS. 24-25 who has made a selection to
claim the business by using the mail verification method. This
screen is similar to that of FIG. 26, except that the business user
has selected mail verification.
[0136] FIG. 28 is a representation of a computer screen presented
to the business user of FIGS. 24-27 after completing a validation
process.
[0137] FIG. 29 is a representation of a computer screen presented
to a business user, shown here as Joey's Pizza Shack, who is
engaged in chat with a user.
[0138] FIG. 30 is a representation of a computer screen presented
to the business user of FIGS. 24-29 showing the user's chat history
with a selected user. Here in the second column of the screen the
user has selected chat history on a particular date with a
particular user, and the chat for the selected user and the
selected date is shown in the third column of the screen.
[0139] FIG. 31 is a representation of a computer screen presented
to the business user of FIGS. 24-30 showing the user's account
settings, as to forwarding of chat via e-mail and SMS, use of
nickname, etc.
[0140] FIG. 32 is a representation of a computer screen presented
to the business user of FIGS. 24-31 showing the user's business
settings. The screen is too large to reproduce in a single figure,
but includes credit card payment arrangements, provision for adding
seats to the account, keywords that in a user's search that would
trigger a listing of the business, business locations, business
categories, and business users affiliated with the business.
[0141] FIG. 33 is a representation of a computer screen presented
to the business user of FIGS. 24-32 showing the user's business
settings for managing business locations and locations
administrators.
[0142] FIG. 34 is a representation of a computer screen presented
to the business user of FIGS. 24-33 showing the user's business
settings for managing business seats, seats types and routing
settings. The first third of the screen shows allocation of seat
types. The types here have been designated by the business as
"reservations", "support", and "business representative". Each type
is given a color and business users for this business have been
assigned seat types indicated by the color. The middle third of the
screen lists business users available for seat assignments. The
bottom third of the screen lets the business user select whether
seat operators are assigned chat based on a round-robin or first
come, first served basis.
[0143] FIG. 35 is a representation of a computer screen presented
to the business user of FIGS. 24-34 showing the user's business
settings for managing a specific business seat, including
shifts/availability.
[0144] FIG. 36 is a representation of a computer screen presented
to the business user of FIGS. 24-34 showing notification settings.
Here the business user has selected to have consumer chat forwarded
by e-mail and SMS (therein called "Phone").
[0145] The embodiments of the invention described above are
intended to be merely exemplary; numerous variations and
modifications will be apparent to those skilled in the art. All
such variations and modifications are intended to be within the
scope of the present invention as defined in any appended
claims.
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