SLIDER AND HISTORY FIELD FOR SMART CHAT SESSIONS

摘要

A context sensitive slider content area provides a slide out mechanism that is automatically actuated when additional information is needed during a chat session between an agent and a visitor, e.g. where a pre-chat and/or exit form is to be completed. The context sensitive slide out content area also provides problem resolution information to the visitor to help in solving problems, e.g. the top five problems; and also provides a self-service step-by-step wizard. A history section is provided with which the visitor can track back all previous steps carried out within the smart client. A history bar provides an iconic representation of all previous activities. A technique is also disclosed for executing various actions, such as form filling or requests for additional services, in a chat session.

主权项

1. An apparatus, comprising:
a processor, said processor implementing a chat client on a user device, said chat client comprising a chat tool and chat content display area for user participation during a chat session held between said user and an agent; and based upon context of said chat session, said processor automatically displaying a context sensitive display area on the user device that is independent of, and that appears to slide out from and at least partially replace, said chat content display area; said context sensitive display area providing relevant questions to the user, the user's answers to which aid the agent in assisting the user, or presenting additional information to the user that is relevant to the chat session.