57 results about "Text chat" patented technology

An apparatus, system, and method to transcribe a voice chat session initiated from a text chat session. The system includes a chat server, a voice server, and a transcription engine. The chat server is configured to facilitate a text chat session between multiple instant messaging clients. The voice server is coupled to the chat server and configured to facilitate a transition from the text chat session to a voice chat session between the multiple instant messaging clients. The transcription engine is coupled to the voice server and configured to generate a voice transcription of the voice chat session. The voice transcription may be aggregated into a text chat history.

Systems and methods are provided for combined social behavior tracking, online surveillance and web bot software technologies via a mobile device or computer for tracking online consumer behavior and data, cookies, embedded advertisements, predicting online consumer behavior, buying patterns by monitoring online activities, online communications, search inquiries, social networking, social plugins, social applications, advertisements, purchasing, behavior, and buying patterns, consumer address books and contact lists, blogs, chat rooms, friends, acquaintances and strangers, instant messaging, text chat, internet forum, service providers, travel and hospitality, real estate, educational services, ancillary services (as defined herein) and delivery system for behavior targeting and filtering of coupons, mobile services, products, goods and services, advertisements and service providers and related company information on a three dimensional geospatial platform using multi-dimensional and scalable geospatial mapping associated with entities providing and / or members of the service and / or social networking.

A network-based system and method for providing anonymous voice communications using the telephone network and data communications links under the direction of a Call Broker and associated network elements. A user (the call initiator) present in a text chat room session establishes a data connection to Call Broker and, after qualifying for access (e.g., using credit card information) and providing a callback number, receives voice session information and participant access codes for each desired participant in a voice call. The initiator causes session information and participant codes to be passed to one or more selected chat participants in the current text chat room. When a selected participant uses the received session information, and enters the received participant code and a callback number, the Call Broker in cooperation with a Network Adjunct Processor (NAP) completes voice links to the initiator and the selected participant(s). The need for each party to have a second subscriber line is advantageously avoided by having the Call Broker arrange to have one or more voice links completed through a VoIP link, and further reduces the need for second lines for participants by forwarding a Call Broker—placed call to a busy participant line to the participant's Internet Service Provider (ISP), which then sends a message to the participant announcing one or more options for receiving the incoming call, including receiving the incoming call through a VoIP link.

Methods, apparatus and computer code for providing information retrieval services (e.g. handling search queries and providing electronic advertising) in accordance with a given user's social network are disclosed herein. In some embodiments, an information retrieval operation is handled according to the click stream and / or taste profile and / or user profile of different associated users of the social network—for example, indirect contacts. The respective influence, for any associated user (i.e. within the social network), of the associated user's click stream and / or taste profile and / or user profile on the handling of an information retrieval operation for the “given user” may be determined by a “closeness function” between the associated user and the given user. The closeness function and / or the taste profile and / or user profile of any associated user may, in some embodiments, be determined by analyzing electronic communications—for example, text chat communications and / or voice communications that optionally include video.

Email response management systems (ERMSs) have previously been developed for use with contact centers where email queries are received from customers. These ERMSs have contained pre-configured information suitable for incorporating into email responses. A major problem with this approach is that a large amount of work is required to pre-configure the information and to add that to the ERMS. A method and system are provided for enabling existing web-based information to be used to formulate such responses, not just for email but also for other media such as text chat, SMS, video, and more. The existing web-based information does not need to be altered or dedicated for a particular response management system and contact centre. Rather it can be pre-existing information used for other purposes.

A chat user interface for threaded text chat systems. The user interface can include a canvas view in which multiple portions of a threaded text tree for a chat session can be rendered separately and concurrently. The user interface further can include a chat participant view, a chat input view and an outline view of an ongoing chat session. Notably, selections of a threaded text tree rendered in the canvas view can be configured for zooming so that certain parts of the threaded text tree can be viewed more readily than other parts of the threaded text tree. Moreover, as new text entries are provided to any branch of the threaded text tree, visual indicators can be activated in the canvas view to alert an end user to the location of the new text entries. Finally, the canvas view can accommodate both imported external objects, such as graphics or links to Web pages, and also a white board region into which notations can be applied by an end user during the course of a chat session.

The present invention relates to systems and methods for communicating with various people from remote locations, and more particularly to assisting customers through online commercial transactions utilizing a mix of live and pre-recorded video presentations and interactions. Various embodiments of the invention comprise: a) a customer connected to a network by a customer interface; b) an operator connected to a network by an operator interface; c) at least one display window in the customer interface, wherein said display window displays an object selected from a list consisting of: a live video feed of operator and a pre-recorded video clip of an operator; d) at least one interaction between said customer and said operator, wherein the interaction may be selected from a list consisting of: live text chat, live video conference, pre-recorded video messages, third party intervention, and changing the appearance of the customer interface; e) a recording device for recording customer behaviors and customer interactions with operator; f) data storage for retention of said customer behaviors and said customer interactions with operator; and g) recall device for playing at least one prerecorded video clip selected by an operator for said customer, wherein said clip is selected from a list consisting of: a prerecorded video clip of an answer to a frequently asked question, a greeting previously recorded by the operator, an answer previously recorded by said operator and an answer previously recorded by a third party.

A system for allowing call center agents to initiate text chat, audio and / or video communication, as well as collaborative browsing with potential customers visiting web pages includes a customer monitoring applet that monitors the behavior of the customer via the web browser and sends information to a router process, the information including information identifying the customer, the web page location, status of a transaction, etc. The router process uses the information supplied to it from the customer monitoring applet, as well as information on one or more available agent processes to determine which call agent would be appropriate to initiate contact with the potential customer. The router process transmits the information identifying the customer to the selected agent process for presentation to the agent. The agent can monitor the status of the customer, as well as other customers, and send a request to initiate communication, if appropriate. The router process uses a customer status database and an agent status database to determine which agent is appropriate for a particular customer.

A system for delivering distance learning enables a plurality of teaching sites to be streamed to multiple locations via a network with instant, real time information conveyance and instant interaction between at least one teacher at least one of said teaching sites and at least one learner at least one learning site via video images, audio signals, whiteboard functions, and other text chat messaging and other digital signal modes.

A text chat messaging system in which messages are displayed in chronological order on a message-by-message basis according to chat participants includes a messaging server (102); and a plurality of network clients (104) defining said chat participants and configured to identify messages (204) in a chat session according to chat participants and arrange said chat session for display according to a conversation order of participation in said chat session.

A geographic zone base (ZB) radio voice / text chat group communication system where users register to become subscribers of the communication system and join various zone based chat groups to become members of such groups. Any member can broadcast to all listening members of the chat group who, along with the member, are physically located within the geographic zone defined for the chat group. A chat group is created by a subscriber or by the communication system that operates and manages the chat groups. The communication system, in managing the chat groups, is coupled to a communication network (e.g., a cellular communication network) via the Internet and allow users of the cellular communication network to become members and participate in the ZB radio chat groups through the use of their cellular phones to transmit messages to the communication system via the Internet for broadcasting to their respective chat groups.

The invention relates to a process for executing a multimedia communication, in particular a video, audio and / or text chat, between a totality of terminals (2) arranged in a communication network (1), which communication is based on a network protocol, in particular TCP / IP and / or UDP. The method is characterized in that at least one subscriber generates a personalized user account in the form of a virtual subscriber profile on a server (3) or in a peer-to-peer network, wherein, by setting up the virtual subscriber profile, the multimedia communication is established at each of the terminals. Thus, a mode of a subscriber selection preceding the communication, a communication type and / or a number of communication links to one of the terminals and / or the type of data transmission employed for the communication are freely defined. An arrangement for executing a process according to the preceding claims comprises a communication network with a valid communication protocol, in particular the internet (1). There are provided a plurality of terminals (2) having means for transmitting and receiving multimedia contents, and a server (3) or a peer-to-peer network having means for operating a hierarchical layer structure consisting of a database layer (4) for managing subscriber data, terminal addresses and multimedia contents, a link layer (5) for executing a switched communication between the terminals, a subscriber layer (6) for operating subscriber profiles set up by the users of the terminals, and a front end layer (7) having means for generating and operating a graphical user interface.

An on-line client service system and a process of on-line communication are disclosed, especially relating an on-line client service system. Provided are an on-line client service system and the on-line communication process which have much lower cost and stronger function, which comprises client service management program software, a media server, a WEB server and an on-line client service client, wherein the media server is provided with media server program and a database, the WEB server is provided with WEB server program, and the on-line client service client is provided with visitor end program and client service end program which are embedded with WEB server program. Visitors access a web page which has the on-line client service system panel after the client personnel logs in, and choose and double click with a mouse some on-line client service icon, the media server establishes a conversation with the visitor end and the client service end, a conversation window is started and a voice or video conversation is established when conducts the conversation in words, visitors can input a callback number which will be displayed on the client service end, and the client service personnel choose additional three-party calling platform or voip platform, and send a call through using hardware and software.

A method for providing a group chat service includes: creating a chat group including a first member and one or more second members; establishing a P2P connection to each of the second members; receiving audio data uploaded from the second members through the P2P connections; mixing the audio data received and audio data of the first member to generate mixed audio data and transmitting the mixed audio data to the second members through the P2P connections by the first member; receiving by the second members the mixed audio data. The present invention also discloses a system for providing a group chat service. According to the present invention, text chat and audio chat are handled differently, thus the network bandwidth requirement and computer hardware requirement of group chat for forwarding the audio data are lowered, and the data volume transmitted by the network is reduced.

A computer-implemented chat system having dual channel communications and self-defining product structures is disclosed. The system and method includes providing a first logical communication channel between a first chat client and a second chat client, the first logical channel conveying text chat messages between the first chat client and the second chat client; providing a second logical communication channel between the first chat client and the second chat client, the second logical channel conveying text chat command / control information between the first chat client and the second chat client; and using the chat command / control information to modify a 3D chat scene displayed on each of the first chat client and the second chat client systems.

The present invention relates to a mobile communication terminal that supports a text chatting function by using a short message service, and a text chatting service method. For this purpose, the present invention provides a mobile communication terminal including a program memory, a data storage unit, a key input unit, a display, and a microprocessor. The program memory stores a text chatting program for the text chatting service and a program that performs additional functions executed in the text chatting service. The data storage unit stores a text chatting message transmitted / received through the text chatting service. The key input unit includes a key button for generating the text chatting message. The display displays the transmitted / received text chatting message on a chatting window. The microprocessor executes the text chatting program and performs a control function to display text chatting messages communicated with a mobile communication terminal of a chatting contact on the chatting window. Herein, the text chatting message is transmitted / received by using a short message service. According to the present invention, a text chatting service using a short message service can be realized by simply changing a user interface of the mobile communication terminal so that a user can check a transmitted / received short message through one screen window, and provide a cost reduction by using a less expensive short message service than a data charge.

The present disclosure provides a chat window presentation control method and system. The method includes the following steps: displaying a chat window; dividing the chat window into an upper text information display layer and a lower background layer when an instruction of enabling a video chat function or an instruction of enabling a voice chat function is received; and presenting a text chat window at the upper text information display layer and presenting a video chat window or a voice chat window at the lower background layer. According to the chat window presentation control method and system of the present disclosure, diversified information presentation manners are integrated effectively, and during a chat using text, voice, or a video, chat windows do not need to be switched frequently, thereby meeting a requirement for multi- scenario use and improving the utilization of an interface resource of a platform device.

The invention discloses a method and device for realizing chat on a mobile terminal. The method comprises the following steps: when starting a video chat function with an opposite-end user for a user, starting a common chat function with the opposite-end user for the user at the same time; and displaying common chat content generated when the user uses the common chat function in video chat process with the opposite-end user to the upper layer of a chat video generated during using the video chat function. According to the method and device for realizing chat on the mobile terminal, when the video chat function with the opposite-end user is started for the user, the common chat function with the opposite-end user is also started for the user, and the common chat content is displayed on the upper layer of the chat video, so that the user is allowed to check real-time messages during video chatting, and interaction of the users is improved; and especially when the user only needs to watch the video but not needs to carry out voice chat, the user can directly carry out text chat, thereby greatly facilitating the user to carry out communication in an instant messaging mode on the mobile terminal.

An apparatus, system, and method to transcribe a voice chat session initiated from a text chat session. The system includes a chat server, a voice server, and a transcription engine. The chat server is configured to facilitate a text chat session between multiple instant messaging clients. The voice server is coupled to the chat server and configured to facilitate a transition from the text chat session to a voice chat session between the multiple instant messaging clients. The transcription engine is coupled to the voice server and configured to generate a voice transcription of the voice chat session. The voice transcription may be aggregated into a text chat history.

The method comprises: a) accessing and processing the users' feedback communication to the advertisement, which comprises: audio and video real-time communication and non real time communication such as: short message, text chat, leave word and email; in the feedback communication to advertisement, the communication time length or interactive times is divided into several time segment or several frequency segments; based on the time length segment and frequency segments, making the different charging rate; the product of time length and the frequency is the charging result which is the payment of relevant advertisement.

A method and a system for initiating a video session between parties while the parties are engaged in a text chat session. The method includes the steps of: reaching consent between the parties to engage in a video session while in a text chat session; identifying user activity associated with the text chat session; and automatically activating a video session with the other party when the user is actively associated with the text chat session.

A chat user interface for threaded text chat systems. The user interface can include a canvas view in which multiple portions of a threaded text tree for a chat session can be rendered separately and concurrently. The user interface further can include a chat participant view, a chat input view and an outline view of an ongoing chat session. Notably, selections of a threaded text tree rendered in the canvas view can be configured for zooming so that certain parts of the threaded text tree can be viewed more readily than other parts of the threaded text tree. Moreover, as new text entries are provided to any branch of the threaded text tree, visual indicators can be activated in the canvas view to alert an end user to the location of the new text entries. Finally, the canvas view can accommodate both imported external objects, such as graphics or links to Web pages, and also a white board region into which notations can be applied by an end user during the course of a chat session.

The present invention proposes a mobile device-based multi-party video conferencing system and method. When conducting a remote multi-party video conference, the qualifications for participating in the conference can be obtained through fingerprint identification, and during the multi-party video conference, friends or friend groups can also be conducted. Between text chat and voice chat, when in text chat or voice chat, the mobile device does not send the current image to other attendees who are not in text chat or voice chat, but repeatedly sends a time before text chat or voice chat images within. The present invention prevents other people from replacing or impersonating actual participants, and ensures the privacy of the participants who are friends during the meeting.

A method and system for determining which online banking customers of a financial institution may be invited to chat with available customer service representatives or agents. Additionally, after a customer is invited to text-chat with a customer service representative or agent, the customer may be allowed to communicate via text-chat with one or more customer service representatives or agents without redundantly inputting the customer's identification information, advantageously saving time and improving customer satisfaction.

The embodiment of the invention discloses a method, a device and a call center system for text chat routings, which relate to the technical field of communication and can achieve the purpose of simultaneously providing text chat service for a plurality of clients by a telephone operator position. The method comprises the following steps: inquiring the state of the telephone operator position whena text chat calling request message is received, wherein the states of the telephone operator position comprise an idle state, a service state, a busy state and an off-line state, and the service state comprises a mark of a provided server number and a mark of a maximum available number; and configuring the call routings of the text chat according to the inquired state of the telephone operator position. The embodiment of the invention can save the service cost of the call center and improve the service quality of the call center system.

Systems, apparatus, and computer program products are provided for determining the media format for transferring a customer from customer between specialists and / or from one communication source to another communication source within a customer service outlet, such as a banking center or the like. For example, while a two-way video conference system may be used for communication between a customer and a remote specialist, in certain instances in which the customer requires transfer to another specialist (e.g., a specialist having a different specialty) other media formats, such as one-way live video conference, live audio-only conference, text chat or the like may be implemented.

A text chat messaging system in which messages are displayed in chronological order on a message-by-message basis according to chat participants includes a messaging server (102); and a plurality of network clients (104) defining said chat participants and configured to identify messages (204) in a chat session according to chat participants and arrange said chat session for display according to a conversation order of participation in said chat session.

Embodiments of the present invention provide systems and methods for determining an engagement level for a customer-agent interaction (e.g., a phone call, text chat, etc.), and the engagement level can be used to evaluate the performance of the agent. For example, the engagement level can be used to determine or adjust a skill level of the agent, a performance of the communication channel that facilitates the interaction, and / or an optimal workload of the agent. According to some embodiments, the engagement level is used to determine that the agent may be experiencing difficulty satisfying a customer inquiry such that the agent should be assigned resources or assistance.