US 12,314,902 B2
Semi-automated form-based chat
Martin Alexander Hambrick, Round Rock, TX (US); Aaron John Dillon, Pflugerville, TX (US); and Hitee Chandra Jha, Fountain Valley, CA (US)
Assigned to MH SUB I, LLC, El Segundo, CA (US)
Filed by MH Sub I, LLC, El Segundo, CA (US)
Filed on Nov. 23, 2016, as Appl. No. 15/360,748.
Prior Publication US 2018/0143973 A1, May 24, 2018
Int. Cl. G06Q 10/10 (2023.01); H04L 51/046 (2022.01); H04L 51/18 (2022.01); H04L 67/02 (2022.01); H04L 67/14 (2022.01); H04L 67/141 (2022.01); H04L 67/50 (2022.01)
CPC G06Q 10/10 (2013.01) [H04L 51/046 (2013.01); H04L 51/18 (2013.01); H04L 67/02 (2013.01); H04L 67/14 (2013.01); H04L 67/141 (2013.01); H04L 67/535 (2022.05)] 21 Claims
OG exemplary drawing
 
1. A non-transitory storage medium, including software for execution by one or more hardware processors deployed within a network device, comprising:
chat management logic that, when executed by the one or more hardware processors, monitors navigation activities being conducted on a website associated with the network device and commences to establish a chat communication session with a second network device upon detecting a certain navigation activity;
chat assistance logic includes a chat engine that generates content associated with the chat communication session in accordance with a script executed by the chat engine, the chat engine, when executed by the one or more hardware processors, generates content associated with the chat communication session for display to a user, the content includes (i) a chat question, (ii) one or more interactive responses to the chat question that, upon selection, returns a predetermined answer to the chat question for processing by the chat engine, and (iii) a text field,
wherein the chat assistance logic further includes (a) a chat validation logic to confirm that text data entered into the text field is compliant with a type of information requested and (b) a chat monitoring logic that attempts to interpret the text data entered into and displayed within the text field as a response to the chat question and is configured to (i) provide the text data to the chat management logic for selection of an operator to intervene in the chat communication session when the chat monitoring logic is unable to interpret the text data, and (ii) automatically select an interactive response of the one or more interactive responses as a representative response to the chat question in lieu of providing the text data to the chat engine for processing when the chat monitoring logic is able to interpret the text data as corresponding to the interactive response, wherein the interactive response is generated by the chat engine and displayed concurrently with the text field prior to entry of the text data within the text field by the user.