WO2016174477A1

WO2016174477A1 - A communication application and method

Info

Publication number: WO2016174477A1
Application number: PCT/GB2016/051260
Authority: WO
Inventors: Thomas BAGGALEY
Original assignee: Qickchat Limited
Priority date: 2015-04-30
Filing date: 2016-04-29
Publication date: 2016-11-03
Also published as: GB201507379D0

Abstract

A communication application and method are disclosed, ideally adapted for a network- connected computing device. The application is most simply described as a chat session managing application, and in accordance with the invention., allows the hosting of multiple simultaneous chat sessions between the user of the device and multiple separate and different agents, often within entirely different companies, using any of the currently available commercial chat platforms. Each chat session currently in progress separately graphically represented on a display screen of the device, most commonly in one or more web pages, for example in a list of active chat sessions displayed one after the other. Alternatively, the one or more web pages may he separately displayed in one or more browser windows of a browser application. Most usefully, the application includes a polling routine which repeatedly polls each of the chat platforms currently hosting the multiple chat sessions currently in progress to determine whether new chat messages have been posted by any of the agents to the particular chat sessions. The application determines the relative currency of chat messages by maintaining a record of all posted chat messages., whether by agent or user, in a local database of active chat sessions, so the application can compare a time stamp or equivalent value of the chat message last appearing in its local database and the chat message last posted to the chat platform. If the latter is more recent, then that chat message is new, and the application can both update the graphical display of the relevant chat session on the device, and In accordance with the invention, make the display of that particular chat session more prominent than other chat sessions currently active on the device.

Description

A Communication Application and Method

Field of the Invention

The present invention relates to a communication application and method therefor, and more specifically to a an Improved text-based communication application and method wherein the communication is between relatively few participants each of whom communicates with the others within a communication session established between respective network-connected devices being operated by said participants and at or on which brief textual comments or questions are typed, such then being caused to be transmitted from one device to the others substantially immediately. Such communication systems are more commonly known as Instant Messaging (IM) or chat-based systems, and while a wide variety of such communications systems exist, some involving different communications protocols, the skilled reader will understand from the following that the present Invention has universal applicability thereto. Background to the Invention

IM or Chat-based communication systems are being used increasingly widely by larger and medium-sized corporations, public and private service providers, governmental Institutions and the like to assist those entities in better engaging and communicating directly with their potential customers, the vast majority of whom now interact with such entities through their websites. For example, a potential customer of a telephone company browsing particular pages of their website on practically any form of computing device will almost inevitably always have one or more questions he would like to ask as he digests the information provided on the screen of that computing device.

The skilled reader will be aware that on some websites, an additional browser window can sometimes appear superposed on the current browser window, seemingly without having been requested or prompted, inviting or enquiring whether the user would like to "chat" with a representative of the company whose website they are currently browsing. If a user subsequently formally initiates a chat session, then he is connected directly with, for example, a sales representative of the company and can ask whatever questions he might have by typing them directly into a chat-enabled portion of the additional browser window now present on the screen of their device. By virtue of a chat session having been established specifically between user and company representative, often utilising only the hypertext transfer protocol (HTTP, or the secure version thereof HTTPS), typed textual messages are communicated substantially immediately between the two, and they can thus engage in a conversation. This system is attractive to both users and companies. On the one hand, users can receive practically immediate answers to their questions without needing to find a relevant telephone number, and then navigate through the inevitable and often frustrating interactive voice response system (IVR) such companies often provide to ensure that telephone calls are internally directed correctly within the company. On the other hand, the company can increase user satisfaction and user conversion rates (when users are converted to customers) - specifically, a user is more likely to become a customer of that company if he obtains all the information he needs during his first and possibly only visit to the relevant website page which spawns the chat session window.

In terms of the underlying technology which enables chat sessions to be instantiated and established between users and companies as described, providers offer a variety of different systems dependent on the particular application, but most commonly a webpage script in a suitable language (e.g. JavaScript or VBScript) is inserted within the hypertext (or other) mark-up language (HTML) elements of which the relevant webpage is comprised, and provided a compatible browser application is capable of recognising and processing the script, the chat window can appear. Examples of current chat platform providers include LivePerson Inc., LogMeln Inc (and their BoldChat offering), Click4Assistance Limited, and Parker Software Limited who provide the "WhosOn* chat platform.

Although larger entities, both public and private, are embracing chat as a useful commercial tool, it has become apparent to the inventor herefor that despite the proliferation of websites, or specific pages thereof, that offer dedicated chat functionality, there is as yet no centralised resource or application by means of which chat-sessions with different corporate or public bodies can be initiated. Furthermore, as the scripts and other embedded elements commonly found in webpages are not readily identified using internet search engines, it is similarly not possible to quickly and readily identify, and then initiate, a specific chat session-enabling script for a particular department within the corporate or public body. For example, a user might wish to begin a chat session immediately with the personal banking department of his bank, but to initiate the desired chat session, the user first needs to find the specific webpage within the website of that bank before the relevant chat window can be instantiated - often, the embedding of chat-enabling script elements in a web page is limited only to those pages within the website where the bank (or other corporate body) considers them to be particularly necessary or advantageous; this means they can be difficult to find by merely browsing the website in question. It is therefore a first object of this invention to provide a communication application or system which allows a user to more readily and quickly identify, and then initiate, one or more chat sessions with specific corporate and/or public bodies, and where applicable, specific departments thereof. Although the simultaneous hosting of multiple simultaneous chat sessions is known (see e.g. CuteSoft Components Inc and their "Cute Live Support" Live Chat Software For ASP.NET Product which allows "multiple instantaneous chat sessions"}, this system is adapted only to allow a support agent to simultaneously handle multiple chat sessions, all of which are technically identicaL For instance, once the system is installed by a corporate or public Institution, customers or users of that entity would initiate technically identical chat sessions with the body, as to do so they would all visit the relevant page of their website from which chat sessions could be spawned. This arrangement is markedly different from a system and method whereby a single user might initiate multiple different chat sessions with different corporate or public bodies, each of which may have installed different chat communications systems. it is therefore a further object of the present invention to provide a system and method which provides such functionality, and furthermore in doing so, takes account of the relative currency of the multiple simultaneous chat sessions.

In terms of other prior art known to the Applicant herefor, US7945620 discloses a chat user interface whereby simultaneous interrelated chat sessions are concurrently displayed in a manner which allows a user to quickly switch between them so that the user can only send typed characters to the currently selected chat session, although nevertheless continuing to view the other displayed chat windows. Again, although the facility for hosting multiple concurrent interrelated chat sessions is known, the fundamental mechanism described in this document is nothing other than a simple switch between chat sessions which are hosted by only a single chat provider or on the same chat platform. Although the particular chat sessions may be differentiated as public and private, in essence the prior art provides only the display of separate chat windows of the same type.

WO03/014905 focuses on the provision of multiple concurrent IM sessions of the same type and originating from a single instant messaging platform. There is therefore no plurality of chat providers. There appears to be no network addresses containing or otherwise referencing at least one key indicative of a specific entity or department thereof with which a chat session is to be established using a remote chat platform of the chat providers.

US2006/0167993 teaches a system for the provision of multiple concurrent chat windows with individuals which employ the same chat platform. This application deals primarily with the categorisation of incoming chat messages and the criteria for automatic categorisation. It doesn't seek to provide any interaction between multiple chat providers since it envisages the use of a single chat platform. There is no referencing or searching facility to simplify the initiation of new chat sessions. US2007/0255794 discusses an integration system to associate received instant messages into a single user's screen. There is no searching of subject matter based chat session and no platform to handle multiple disparate remote providers. EP2222039 concerns switching between chat sessions using a PIN-to-PIN protocol rather than the identification and the simplification of the setting up and the handling of multiple chat sessions with disparate remote providers.

Summary of the invention

According to the present invention there is provided a chat-based communication application for a networked computing device comprising at least one database containing at least a plurality of network addresses of a corresponding plurality of chat providers, said network addresses containing or otherwise referencing at least one key indicative of a specific entity or department thereof with which a chat session is to be established using a remote chat platform of said chat providers, said application providing a user interface capable of being displayed on a display of said computing device and containing user- selectable elements corresponding to each of the key-referenced network addresses, said application establishing a chat session with said specific entity or department thereof in response to user selection of one of said selectable elements, and thereafter maintaining,

- a communication record representative of the last communication posted by any or each of the said specific entities or departments thereof to respective active chat sessions,

- a graphical representation of each established chat session,

wherein

said application further comprises a polling function which repeatedly interrogates the chat platforms of those chat providers with which chat sessions are active to determine whether a communication has been posted by said specific entity or department thereof, and if so, whether a corresponding communication record for that chat session exists or is less recent whereupon said application causes the graphical representation corresponding to said chat session to be displayed more prominently than the graphical representations for other chat sessions, and also creates a new, or updates an earlier existing,

communication record representative of the most recent communication for that chat session. The invention thus provides not only a useful resource whereby users, on any available or accessible computing device, can quickly establish a chat session with the appropriate commercial, corporate or governmental third party for practically any day-to-day enquiry they may have, but they may also conduct multiple chat sessions simultaneously on that computing device, and the device, under control of the application, will automatically display the chat session to which a comment has most recently been posted by the third party. As users are becoming increasingly likely to conduct such chat sessions on mobile devices such as smartphones with limited display screen area, automatically displaying the chat session with the most current reply posted thereto can be very beneficial.

In a subsidiary aspect, the key-referenced network addresses are categorised into a plurality of categories, and a search function is configured to list a plurality of specific entities or departments thereof in response to a user inputted search prior to initiating one or more chat sessions, whereby a plurality of simultaneous chat sessions may be activated on one or more chat platforms.

In a further subsidiary aspect, the application is configured to send said record to the user of the user interface and/or to said specific entities or departments; and said application is configured to delete thereafter said records; whereby no permanent record is kept by said application, in a further subsidiary aspect, said application comprises a timer and is configured to trigger a notification if a pre-determined time has elapsed since the receipt of a message. in a further subsidiary aspect, said application comprises a functional element which notifies the user of the receipt of a message and associates said notification specifically to a related chat session. Preferably the application also maintains an active status record for each established chat session.

In one embodiment, the application includes a first database containing key-referenced network addresses, and a second database which contains one or more of ~ the active status record for each initiated chat session,

- the communication record representative of the last communication posted by each of the said specific entities or departments thereof. Preferably, the second database contains a link or reference to the first database, and specifically to the key-referenced network addresses contained therein such that the active status records and communications records are easily retrievable for any specific key- referenced network address, and therefore by specific chat session. In an alternative embodiment, one or more of

* the active status record for each initiated chat session,

- the communication record representative of the last communication posted by each of the said specific entities or departments thereof,

are stored in the said one database.

Further preferably, one or both of the active status record and the communication record for each active chat session are linked or referenced to the respective network addresses or the keys by which they are qualified within the first database. In a preferred embodiment, the polling function of the application interrogates the chat platform appropriate for each active chat session every periodically, most preferably every 10s.

Preferably, the application also maintains am outgoing communication record of any and all comments posted to an active chat session by the computing device user, such being stored in the said one database or the second database as the case may be, and further preferably, such are linked or referenced to the key-referenced network addresses stored in the said one database such that a complete communication record can be retrieved for any active chat session, and indeed for older, now inactive, chat sessions.

Accordingly, it is possible for the application to provide a history of chat sessions, and in a particularly preferred embodiment the application provides a search function by means of which the text of both sent and received posts can be searched, and retrieved for display. In a most preferred embodiment, after a chat session is initiated by a user by selecting the appropriate selectable user Interface element displayed by the application on a display screen of the computing device, the application sends initiating query data to the remote chat platform, and in response receives chat session initiating data, which is preferably stored in the said one database or second database as the case may be, and linked or otherwise referenced to the appropriate key-referenced network address.

In a second broad independent aspect there is provided a chat-based communication application for a networked computing device comprising at least one database containing at least a plurality of network addresses of a corresponding plurality of chat providers, said network addresses containing or otherwise referencing at least one key indicative of a specific entity or department thereof with which a chat session Is to be established using a remote chat platform of said chat providers, said application providing a user interface capable of being displayed on a display of said computing device and containing user- selectable elements corresponding to each of the key-referenced network addresses, said application establishing a chat session with said specific entity or department thereof in response to user selection of one of said selectable elements,

wherein said key-referenced network addresses are categorised into a plurality of categories, and a search function is configured to list a plurality of specific entities or departments thereof in response to a user Inputted search prior to initiating one or more chat sessions, and wherein a plurality of simultaneous chat sessions are actlvatable on one or more chat platforms.

In a third aspect of the invention, there is provided a communication method including the steps of

- establishing a first chat session between a first network-connected device and a second network-connected device using a first intermediate chat platform,

- displaying a first graphical representation of said first chat session on said

device,

* establishing a second chat session between said first network-connected device and a third network-connected device using an intermediate chat platform, said first and said second chat sessions being simultaneously active,

"~ displaying a second graphical representation of said second chat session on said device, - maintaining at least one communication record representative of the chat messages most recently posted by the second and third network-connected devices,

characterised in that the method includes the further step of

- repeatedly polling the or those chat platforms to determine if a new chat

message has been posted by the second or third network-connected devices, and if so,

- determining whether, for the relevant chat session, a communication record exists, and if not, or if the chat message represented by said pre-existing communication record is less recent than the new chat message,

~ causing the graphical representation corresponding to the chat session to which the new chat message was posted to be more prominently displayed on said first network-connected device than the other. Preferably, separate communications records are maintained for chat messages most recently posted by each the second and third network-connected devices.

Preferably, communications records are maintained for all chat messages posted to all chat sessions established on said first network-connected device, including chat messages posted on said first network-connected device.

Further preferably, communication records are retained after termination of any active chat session. Preferably, said first and second chat sessions are initiated by said first network-connected device, preferably separately and consecutively, by issuing an initiation request to the respective, or the, chat platform. Most preferably, any response and chat session establishment data received by said first network-connected device are stored thereby. Preferably the first and second graphical representation are maintained in the form of one or more web pages, optionally displayed in a single or multiple browser application windows on a display screen of said first network-connected device. A specific embodiment of the invention is now described by way of example and with reference to the accompanying drawings wherein.

Brief Description of the Drawings

Figure 1 shows a block diagram schematically illustrating the functional elements of the invention.

Figure 2 shows a further embodiment of functional elements associated with a database.

Figures 3 and 4 show a schematic illustration of embodiments of a user interface.

Figure 5 shows a user interface in accordance with a further embodiment Detailed Description

Referring firstly to Figure 1, there is shown a system indicated generally at 2 by means of which a first network-connected device, schematically illustrated at 4 and also 6, may conduct chat-based message sessions, hereinafter "chat sessions" with multiple remote agents 8 over a network 10 by means of one or more chat platforms 12.

In the interests of clarity, it should be mentioned that Figure 1 is somewhat hybrid in that some of the referenced entities in the Figure represent more functional aspects of the invention, whereas others are more representative of physical articles. However, the scope of the invention is in no way compromised or obscured, and indeed it is of benefit to the understanding of the invention that the Figure is set out as it is. Specifically, the network- connected device 4, 6 is one in the same device, although at 4, a first user interface 4A is displayed, whereas at 6, a second user interface 6A is displayed. Furthermore, dotted container line 14 encloses a number of more functional elements of the invention, and the reader will immediately understand that these functional elements are somewhat abstract in that they would most normally be implemented in software.

The device 4, 6 may be any form of computing device, such as a tablet, smartphone, desktop or laptop computer, but in all cases is one having an operating system (OS) in communication with a display, and is therefore capable of displaying a user interface 4A. This user interface is most preferably one provided by an application currently executing within the framework provided by the OS, but in certain embodiments, the application may form an integral part of the OS itself.

User interface 4A essentially consists of a collection of user interface elements arranged in a list For example, each item in the list may be a chat session initiator 4A1, 4A2, 4A3, each consisting of a set of three user interface elements, which for initiator 4A1 are a logo 4A11, a description 4A12, and a Start button 4A13 which a user can select to initiate a chat session. In order to create the user interface and provide appropriate functionality therefor, the application maintains a provider database 20 which contains a list of the network addresses of the various chat platforms 12. The provider database 20 may be administered by at functional provider administration component 22. Commercial chat platforms of chat providers may host and manage chat services for many tens, hundreds and possibly thousands of different customers or specific departments thereof, whether private or public (represented generally by agents thereof 8). It is therefore necessary for the chat provider to furnish such customers with one or more specific keys or other identifiers (usually in the form of a long hex number) so that a visitor to their website (or possibly specific different pages thereof) who is offered a chat session can be correctly connected with the support, sales or other assisting agent of the appropriate company. Such keys often form part of the network address, or in an alternative embodiment they may be separately stored in the provider database 20. An example network address currently in use on the internet (which allows UK customers to chat to a Sky (RTM) Television support agent using the LivePerson inc (RTM) chat platform) is as follows:

As the skilled reader will immediately note, this network address is a "pre-chat"

("...survey=Pre-Chat") request of the chat provider "UvePerson", and the address includes a "site" number of "60915153" which enables UvePerson to determine not only their customer, but possibly also the particular department or workgroup within that customer with which any subsequently initiated chat session should be connected. The network address also contains a "sessionkey" (for example a long delimited hex string) which may additionally provide some identification or serve some ancillary function, other than merely identifying the current or any future session which may be established between respective parties. It should also be mentioned that a largely identical network address (excepting the "pre-chat" indication") is used when the chat session itself is eventually established. Before addressing the functional mechanics of the invention as generally appearing in container 14, the user interface 6A as shown on device 6 is that which might be displayed after multiple (at least two) chat sessions have been initiated and established by a user of the device selecting the start button user interface element 4A13 of the chat session initiator 4A1 (and one or more other similar elements) when a user wishes to initiate a chat session with that particular corporate or commercial entity or department thereof. Specifically, the user interface 6A provides a list of active chat sessions 6A1, 6A2, the first of which contains a signifying logo 6A11, chat messages 6A12 , 6A13 arranged on-screen chronologically vertically, one after the other, and two selectable user interface elements 6Α14, 6A15. As can be seen, the elements 6A14, 6A15 are respectively an "End" button and a "Reply" button. Although not shown in 6A, there may also be some user interface element which allows a user to enter a chat message by appropriate means (eg. keyboard or on-screen touchpad), such that on selecting the "reply" button, the immediately previously entered chat message text is submitted to the appropriate chat session graphically represented within said user interface 6A. As will also be understood by the skilled reader, a software application will define the appearance and position of the user interface elements, and indeed much of their functionality, as will now be discussed with reference to the container 14.

After a user initiates a chat session by selecting start button 4A13, the application causes, at 30, the transmission, at 32, of a query (such as that embodied within the network address discussed briefly above) to the network 10 which is in turn then routed, at 11A, to the correct chat platform 12. On receipt thereof, the relevant chat platform 12 returns, at 34, chat session initiating data 36 by virtue of which the application and the chat platform can together establish a direct chat session, at 11 B, with the appropriate agent 8. Once this occurs, chat session initiating data 36 is stored, at 38, 40, in a current chat database 4, maintained by the application and possibly forming part thereof. It is of course possible that for current chats database 42 and the provider database 20 to be combined in a single database, in which case the chat session initiating data might be stored directly in one or more fields of the particular record which comprised the network address record represented by the user interface 4A1 and the particular user interface start button element 4A13, but in this particular embodiment they are shown separately, although in a preferred embodiment, the stored chat session initiating data may be referentially or otherwise linked with the corresponding record in the provider database 20 which included the network address having been used to initiate and then establish this particular chat session.

After a chat session has been established, the application causes the display of a different user interface, such as 6A1. Although as illustrated, said user interface illustrates a chat session in which a conversation is already in progress (there are two chat messages 6A12, 6A13, the former laterally indented with respect to the latter to indicate that the chat messages originated from the remote agent or the local user respectively), immediately after establishment of the chat session, usually either a blank window (excepting identifying logo element 6A11 and the end and reply button elements 6A14, 6ΑΊ5) will be displayed, because at the time of establishment, neither party will have sent any chat messages. Thereafter, it is usual for the agent 8, at his or her computing device, to type an initiating chat message, such as:

"Hello, my name is Claire, how can I help you today?"

Thereafter, the agent usually confirms that the (usually) typed chat message should be transmitted over the network, for example by pressing "enter" on their keyboard or by clicking a "Send" button in the chat session window (not shown). Said chat message is then transmitted, at 11 B, to the network 10, and routed, at 11 A, initially to the chat provider 12.

In accordance with the invention, the application includes a polling function 46 which repeatedly polls, at 44, each of the chat platforms 12 with which, according to the list of chat sessions currently appearing in the chat database 42, are current or active. Such polling is ideally conducted at a frequency of, for example, 5 or 10 seconds. Thus, when polling function 46 establishes that, for any particular chat platform 12, a first or subsequent chat message has been posted by an agent, that chat message and any relevant ancillary information (e.g. timestamp, sender, protocol and/or routing information etc) which forms part of or accompanies it is retrieved, at 44 via network 10 and at 11 A. This information is then, at 48, by functional unit 50, recorded, at 52, to chat database 42, again in similar manner to chat session initiating data 36. By this process, the application therefore maintains a record of all the chat messages posted by the agents of any and all currently active chat sessions. Of course, any chat message posted by an agent 8 to the respective chat platform 12 must also be displayed by the application as part of the user interface 6A, and this is illustrated at 54, 58, and functional element 56.

Importantly, at 56, the application not only causes display of the particular chat message in the appropriate place within the list of chat sessions currently active on the device, that is indented to, or flush with, some notional margin as may be the case, but the application also determines, from analysing the chat message itself and its payload, or any ancillary data it is packaged with and comparing the analysed data with the appropriate fields in the chat database 42, which of the currently active chat sessions the particular message pertains to. Once the particular active chat session has been identified, the application then, if necessary, reorders the displayed list of currently active chat sessions such that the particular chat session is displayed first in the list in terms of the currently displayed user interface 6A, for example, user interface 6A2 could be displayed above user interface 6A1 if the particular chat message just analysed pertained to the active chat session represented by user interface 6A2. This allows a user of the device to immediately recognise that an agent has either initiated the conversation of a newly established chat session or posted a reply to an existing active chat session. Furthermore, most usefully, it allows for a user to begin typing a further chat message against the most recently active chat session, which, in practice, is a desirable usability feature. Thus not only is the most recently active chat session most prominently displayed as regards other currently active chat sessions displayed in the list thereof, but that most prominently displayed chat session is also that to which the user is most likely to next post a typed chat message.

In a most preferred embodiment of the invention therefore, the application, in the database 42, maintains and/or updates a flag or other indicator for the most recently active chat session. Alternatively, the application Identifies the most recently active chat session by determining from the display, or from the markup or other language of which it is constituted which of the particular currently active chat session has been most recently active. In a most preferred embodiment, the application allows for a user to select any of the listed or displayed currently active chat sessions and force the more prominent display of a particular one of the displayed currently active chat sessions. In the case where a flag or other indicator is maintained In the database for the most recently active chat session, such flag or other indicator Is of course automatically updated on either manual user selection of a particular displayed active chat session or on receipt of a chat message posted by an agent to a particular chat platform.

As mentioned previously, there are two user interface elements 6A14 and 6A15, being respectively an "end" button and a "reply" button. As shown schematically at 60, 62, 64, 66, when a user selects the first of these 6A14, application function 62 sends (at 64) the appropriate chat termination query to the respective chat platform 12, and also updates (at 66) the database 42 so as to mark the respective, formerly active, chat session as having been terminated or dosed. In a most preferred embodiment, the database 42 is also updated with a timestamp so that the termination time is recorded. It is worth mentioning here that it is possible for an active chat session to be terminated by the remote agent as opposed to the local user. In such Instance, the chat message last posted by said remote agent may be one which contains no content, or merely something as simple as

"Goodbye". However, the ancillary information which forms part of, or accompanies the chat message, will contain the requisite termination data for the functional elements 46, 50, 56 to act to terminate the respective chat session, and update the list of active chat sessions accordingly.

If a user selects the alternate user interface element 6A15, most commonly after having typed a new chat message in an appropriate user interface element (not shown) on the screen of the device using appropriate keyboard facilities thereof (also not shown), then as shown schematically at 70, 72, 74, 76, 78, 80, the application, at 70, 72 transmits (at 74) an appropriately formed reply query to the respective chat platform 12. This ensures that the chat message of the user is delivered to the relevant agent. Additionally, functional unit 72 formulates appropriate database update and/or insert commands which are transmitted, at 76, 80, to the database 42. Such commands ideally include the text of the chat message just requested to be posted by the user, a timestamp, and optionally some indicator of the chat session to which the chat message is to be posted, though it is not mandatory because the most prominently displayed chat session is that to which any typed chat message is automatically posted. As with any newly posted chat message, regardless of origin, the user interface 6A is required to be updated (at 79), and functional unit 78 performs this task, in essentially similar manner to the display update performed at functional unit 56, except of course that there is no need make the display of a particular chat session more prominent than others in the list because the particular chat session will already be most prominently displayed. Accordingly, the update of the user interface amounts to little more than insertion, in the appropriate place and chat session, and with appropriate Indentation (or colour, if another commonly used differentiating scheme for locally and remotely posted chat messages is employed) of the newly, locally, posted chat message text Functional unit 78 also ensures that database 42 is correctly updated and/or extended with the new chat message text as well as with other ancillary information that there may be.

In summary therefore, a communication application and method are disclosed, ideally adapted for a network-connected computing device. The application is most simply described as a chat session managing application, and in accordance with the invention, allows the hosting of multiple simultaneous chat sessions between the user of the device and multiple separate and different agents, often within entirely different companies, using any of the currently available commercial chat platforms. Each chat session currently in progress separately graphically represented on a display screen of the device, most commonly in one or more web pages, for example in a list of active chat sessions displayed one after the other. Alternatively, the one or more web pages may be separately displayed in one or more browser windows of a browser application. Most usefully, the application includes a polling routine which repeatedly polls each of the chat platforms currently hosting the multiple chat sessions currently in progress to determine whether new chat messages have been posted by any of the agents to the particular chat sessions. The application determines the relative currency of chat messages by maintaining a record of all posted chat messages, whether by agent or user, in a local database of active chat sessions, so the application can compare a timestamp or equivalent value of the chat message last appearing in its local database and the chat message last posted to the chat platform. If the latter is more recent then that chat message is new, and the application can both update the graphical display of the relevant chat session on the device, and in accordance with the invention, make the display of that particular chat session more prominent than other chat sessions currently active on the device.

One of the technical problems with the modem architecture of disparate chat platforms relates to the difficulties in identifying the existence of the chat platforms. The background section has already detailed some of these issues. It is in particular challenging to identify the chat platforms even employing elaborate search engines. Furthermore even if a particular chat platform is reached after extensive searching it often does not necessarily relate to a user's query since a particular commercial entity may operate a wide variety of chat platforms. In certain embodiment, the application seeks to considerably simplify the process followed in order to reduce the time spent in identifying a relevant chat platform. This problem is amplified as the potential kind of users who may be interested in initiating a chat session with a particular commercial entity will be several orders of magnitudes higher than a relatively closed group of instant messaging partners.

One of the features which the application seeks to improve is the rapidity of matching users with an appropriate chat platform. One embodiment envisages the use of a searching platform which may incorporate the kind of functional elements described in Figure 2. The application requires a user interface 82 which may be of the kind described with respect to the first embodiment The user interface 82 may also take the form of any of the user interfaces presented in Figures 3 to 5. By presenting a number of digital Input elements or buttons such as button 83 in Figure 3 a user may input a category query. The application may then send a signal representative of the selected category such as "money" which would allow the provider database to retrieve as shown in functional element 85 a number of banking options such as those presented in Figure 4: "bank one", "bank two", "bank three", and "bank four". Interface element 86 may allow a user to select a specific bank in this case "bank one". As a consequence of this selection the application may retrieve from the provider database one or more sub-categories relating to "bank one". Functional element 87 and 88 of Figure 2 exemplify the steps which the application would follow in order to present appropriate sub-categories. These may be for example specific departments relating to "bank one" such as "current accounts", "investments",

"mortgages". Once these results are presented on an appropriate user interface which may take the form of user Interface 4a presented in the context of Figure 1 a plurality of start buttons or elements may then be selected by the user as appropriate in order to initiate one or more chat sessions. This configuration allows multiple chat sessions to be initiated even with the same service provider. These may be directed to different agents focussing on different queries within the same commercial organisation. This

configuration exploits the various time delays inherent in chat sessions due to the posing and answering of questions which may require research by both the sender and the recipient There is however no perceived or only a minimal delay for either the sender or the recipient even when multiple chats are active simultaneously as may be the case once multiple chat sessions are initiated at the same time. Whilst the user interface of Figure 3 envisages the presenting of a number of predetermined categories for selection by the user, the application will also Incorporate in a further embodiment a functional element allowing the searching of appropriate subcategories. A user may input a search term in input box 89 which would allow the production of a more relevant list of categories should the most popular list of categories not be of interest Similarly as shown in Figure 4 a search query may be inputted in order to identify a particular bank as opposed to any of those who would be initially prioritised on the network connected device. As previously described with reference to Figure 1 , the provider database may contain not only a list of network addresses but specific keys and session keys in order to allow a much more rapid initiation of a chat session. The provider database may also be equipped with a mechanism for ranking particular categories or subcategories dependent upon how recently these have been entered into the database. The system may for example present a category to a user interface as new as shown in Figure 4. This may take the form of a label indicating that "bank four" is "new". A pictorial element 90 may be provided and presented adjacent to the button relating to a particular category such as "bank four". The system also envisages the ability to rank categories in terms of how recently these have been incorporated into the database. Furthermore, a timer may be provided in order to automatically update whether or not an element such as element 90 is presented alongside a category element The timer may allow or trigger the automatic removal of the element once a pre-determined time period has lapsed such as a one-month period.

The application may also depict an element 91 as shown in Figure 5 in the form of a speech bubble which may indicate that a new chat message has been received. By pressing the element 91 the user may be directed to the chat session relating to notification 92 which is represented alongside the speech bubble. The user interface may also show a further notification element 93 to clarify that the new message has been received from the "bank one" category. Depending on the embodiment, the user interface may also present similar chat statuses with respect to sub-categories. A user may input by applying pressure on a touch sensitive area of the user interface corresponding to chat button 94. The application may also provide a countdown from the moment a new message has been received in order to trigger a further notification in order to highlight a lack of response to the user. This may take the form of element 91 flashing after a set period of time. Further embodiments for raising the awareness of a user may also be employed. These may vary from a subtle notification to an alarm as appropriate.

The user may also provide feedback with regard to specific categories or sub-categories which may have been selected. This may be carried out by allowing a user to input whether or not a particular bank is a favourite bank by pressing further input element 95 which in this embodiment takes the form of a heart This input would allow a profile to be developed in order to allow the application to present particular categories in terms of individual user preference(s).

As previously outlined the system while sitting between a user interface and a plurality of chat platforms, these may take the form of a website or an application. In preferred embodiments the platform will allow users to access a plurality of disparate chat platforms from a single portal. In preferred embodiments, an API sits between the chat API's of the chat providers and either the website or the application. The website or the application will therefore interact with the API and in turn the API will interact with the chat providers. This will be particularly advantageous to allow native applications to access the

programing. The system is designed to be compatible with various web browsers which are known to the person skilled in the art. As previously detailed, the provider database will preferably contain a functional administration component allowing users to register and change their details. It would also allow the addition of companies and the incorporation of unique IDs. Furthermore, the system envisages an option of not only uploading the necessary addresses for the chat APIs but the database may also allow the uploading of logos and text box information for one or more providers. Providers may also upload various menus in order to allow the access to sub-categories and targeted chat sessions as detailed with reference to Figure 2. Whilst the preceding description has focussed on key technical elements, the application may present initially a Landing page to allow users to start a new chat view a short tour of the functionality of the application or log in to access favourites which may have been inputted in previous interactions with the application by the use of input element 95 as shown for example in Figure 5.

As a user visits the landing page, the system may be configured to check whether a cookie is in place. In certain embodiments, the user interface may present the option of registering via a particular third party's API such as the Facebook API (RTM).

A screen may be provided to allow a user to input passwords. Appropriate password security measures are envisaged. In preferred embodiments, once the user has logged in, an option of searching for predetermined categories may be provided as shown for example in Figures 3 and 4 above. A bypass mechanism is envisaged as a potential response to a search term where only one relevant company or page is identified. Thus allowing the application to respond to a particular search term by directly providing the user with the relevant page or company, if a search term is not understood or not currently Integrated into the application, the application will be configured to provide a message integrating this and providing a list of potential search terms. The application may also be configured to record when a particular search term does not produce results in order to optimise the search facility. In further embodiments, a logo of a particular company may be presented as a list of search results instead of simply their word mark. A list of companies identified by the search will allow users to drill down to find the company they wish to chat with.

In such a page as previously discussed, a user may identify certain companies as favourite companies by clicking on an element which may take the form of element 95 in Figure 5.

In further embodiments, the results of the order of companies may depend on the number of disparate criteria such as specific weighting factors inputted by the administrator of the database, most popular by number of clicks, or alphabetical. The search may also be configured to show results as user types. These may be displayed below or above a search box. If there are more than one result, these will be displayed as a list of logos in preferred embodiments. In further embodiments, each company may have its own landing page with the ability to not only present sub-categories as detailed with reference to Figure 2 but with the ability also to provide a description of for example the availability by filling out date and time fields. These may as described in Figure 1 or Figure 5 be associated with a start button or a chat button to allow the initiation of a chat session. In a preferred embodiment once a chat session has been initiated, a chat screen shows the name of a company or service. When this page is opened the site communicates with the API which in turn communicates with the provider's API using a unique ID for that chat. A standard message from the provider will appear in the main screen before the chat begins (for example "awaiting chat"). If there is no message, the application may be configured to display a standard message. The system may be configured so that if a chat provider fails to respond, an error message will be displayed to the user whilst the system may continue trying to establish a connection for a set period. An initial chat may show at the top of the screen. A user may type in a box fixed to the bottom of the screen and dick send or hit return to submit The application may also provide a functional element allowing the addition of an image or a screengrab to be sent to the agent The bottom of the screen may show the name of the chat provider in the form of "powered by (name)". The system may also record and display as appropriate the number of individuals currently using the chat system.

Whilst the user is waiting for a response the application presents the ability to the user as shown in Figure 1 and Figure 5 to start another chat by clicking on the appropriate chat button. A bespoke multi-chat button may also be provided as an input element

As a consequence of starting a further chat a second chat window may be displayed. In preferred embodiments, whilst a chat is taking place through the API, the application will check every set period for responses from other open chats. This polling configuration is particularly advantageous due to the disparate nature of the multiple chat platforms. However, further embodiments of the invention may instead allow the returning messages to be pushed through in "real time" instead. Each one of the aspects discussed above which refer to the polling features may be replaced by a push-based function. These may either be directly pushed through or held in a functional element and delivered as appropriate to the user interface. In order to notify the user of the arrival of a reply to one or more of the concurrent chat sessions, a notification element 95 as shown in Figure 5 may appear on the user interface. The notification may simply be visual. In other embodiments It may also be a sound or a vibration dependent upon whether a particular network device supports such functionality. If a user clicks on the chat icon at the bottom of the screen they will be taken to a screen showing their active chats. They can then click on the list and be taken to the previous chat They can click on the icon to shown their open chats at any time using the icon at the foot of the page. In particular embodiments, if there is only one other chat they will be taken straight to the chat

In a preferred embodiment the application records none of the chats once a session has been terminated. Instead, the transcript of a chat may be emailed to the provider and/or to the user as appropriate. An option may be provided through the application to request the transcript of the chat before the transcript of the chat is deleted from the application.

In a further embodiment, the search elements may take into account geo-location factors. A spatial aggregator may therefore be employed as part of the application to provide chat sessions based on a particular geographic search. The key-referenced network addresses may comprise a spatial reference in order to allow the system to identify chat session preferences dependent upon a location. This provision may be automatic or may be manually selected by the user. This would allow chat sessions to be localised which would allow for example lawyers or other services to be locally available and/or targeted at a particular location. Whilst the invention envisages the use of push notifications as detailed above. The application may comprise means for notifying a customer when an event is approaching. This would allow for example the notification to a customer when a renewal for an insurance product is due. Embodiments may facilitate affiliate marketing and/or sponsorship. This would allow the specific order of the presentation of chat options to be prioritised dependent upon whether or not a specific chat provider has purchased this preferential treatment

Specific banner/skyscraper advertising may be incorporated within a chat window during a chat session or through another medium through the user interface.

Claims

1. A chat-based communication application for a networked computing device comprising at least one database containing at least a plurality of network addresses of a corresponding plurality of chat providers, said network addresses containing or otherwise referencing at least one key indicative of a specific entity or department thereof with which a chat session is to be established using a remote chat platform of said chat providers, said application providing a user interface capable of being displayed on a display of said computing device and containing user-selectable elements corresponding to each of the key-referenced network addresses, said application establishing a chat session with said specific entity or department thereof in response to user selection of one of said selectable elements, and thereafter maintaining,

- graphical representation of each established chat session,

wherein

said application further comprises a polling function which repeatedly interrogates the chat platforms of those chat providers with which chat sessions are active to determine whether a communication has been posted by said specific entity or department thereof, and if so, whether a corresponding communication record for that chat session exists or is less recent, whereupon said application causes the graphical representation corresponding to said chat session to be selectively displayed more prominently than the graphical representations for other chat sessions, and also creates a new, or updates an earlier existing, communication record representative of the most recent communication for that chat session.

2. A communication application according to claim 1 wherein said key-referenced network addresses are categorised into a plurality of categories, and a search function is configured to list a plurality of specific entities or departments thereof in response to a user inputted search prior to initiating one or more chat sessions, whereby a plurality of simultaneous chat sessions may be activated on one or more chat platforms.

3. A communication application according to either claim 1 or claim 2, which is configured to send said record to the user of the user interface and/or to said specific entities or departments; and said application is configured to delete thereafter said records; whereby no permanent record is kept by said application.

4. A communication application according to any of claims 1 to 3, wherein said application comprises a timer and is configured to trigger a notification if a pre-determined time has elapsed since the receipt of a message.

5. A communication application according to any of claims 1 to 4, wherein said application comprises a functional element which notifies the user of the receipt of a message and associates said notification specifically to a related chat session.

6. A communication application according to any of the preceding daims, wherein an active status record is maintained for each established chat session.

7. A communication application according to any preceding claim, wherein the application includes a first database containing key-referenced network addresses, and a second database which contains one or more of

- the active status record for each initiated chat session,

- the communication record representative of the last communication posted by each of the said specific entities or departments thereof.

8. A communication application according to claim 7, wherein the second database contains a link or reference to the first database.

9. A communication application according to claim 7 wherein one or more records in the second database are referentially or otherwise linked to the key-referenced network addresses contained in the first database.

10. A communication application according to any of the preceding claims, wherein one or more of

- the active status record for each initiated chat session,

are stored in the said one database.

11. A communication application according to daim 10, wherein one or both of the active status record and the communication record for each active chat session are linked or referenced to the respective network addresses or the keys by which they are qualified within the first database.

12. A communication application according to any preceding daim, wherein the polling function of the application periodically interrogates the chat platform appropriate for each active chat session.

13. A communication application according to 10 or any claim dependent thereon, wherein the application also maintains an outgoing communication record of any and all comments posted to an active chat session by the computing device user, such being stored in the said one database.

14. A communication application according to any of claims 7, 8 or 9, or any claim dependent thereon, wherein the application also maintains an outgoing communication record of any and all comments posted to an active chat session by the computing device user, such being stored in the said second database.

15. A communication application according to daim 13 or 14 wherein the

communication records are linked or referenced to the key-referenced network addresses stored in the said database.

16. A communication application according to any preceding claim, wherein, after chat session initiation, chat session initiating data is stored in the said database and referential^ or otherwise linked to the appropriate key-referenced network address.

17. A chat-based communication application for a networked computing device comprising at least one database containing at least a plurality of network addresses of a corresponding plurality of chat providers, said network addresses containing or otherwise referencing at least one key indicative of a specific entity or department thereof with which a chat session is to be established using a remote chat platform of said chat providers, said application providing a user interface capable of being displayed on a display of said computing device and containing user-selectable elements corresponding to each of the key-referenced network addresses, said application establishing a chat session with said specific entity or department thereof in response to user selection of one of said selectable elements,

wherein said key-referenced network addresses are categorised into a plurality of categories, and a search function is configured to list a plurality of specific entities or departments thereof in response to a user inputted search prior to initiating one or more chat sessions, and wherein a plurality of simultaneous chat sessions are activatable on one or more chat platforms.

18. A communication method including the steps of

device,

- establishing a second chat session between said first network-connected device and a third network-connected device using an intermediate chat platform, said first and said second chat sessions being simultaneously active,

- displaying a second graphical representation of said second chat session on said device,

- maintaining at least one communication record representative of the chat messages most recently posted by the second and third network-connected devices,

characterised in that the method includes the further step of - repeatedly polling the or those chat platforms to determine if a new chat message has been posted by the second or third network-connected devices, and if so,

- causing the graphical representation corresponding to the chat session to which the new chat message was posted to be selectively more prominently displayed on said first network-connected device than the other.

19. A method according claim 18, wherein separate communications records are maintained for chat messages most recently posted by each the second and third network- connected devices.

20. A method according to claim 18 or 19, wherein communications records are maintained for all chat messages posted to all chat sessions established on said first network-connected device, including chat messages posted on said first network- connected device.

21. A method according to any of claims 18-20, wherein the establishment of a chat session is preceded by chat session initiation performed at and by said first network- connected device which issues an initiation request to a chat platform.

22. A method according to claim 17 including the step of storing the data received at and by the network-connected device in response to the chat session initiation request

23. A method according to any of claims 18-22 wherein the first and second graphical representations are maintained in the form of one or more web pages.

24. A method according to claim 23, wherein the web pages are displayed in a single or multiple browser application windows on a display screen of said first network-connected device.

25. A method according to any one of claims 18 to 24, wherein chat sessions are established by initially searching a plurality of categories; associating said categories with specific entities or departments having corresponding key-referenced network addresses representative of said second or third network-connected devices; and initiating a plurality of concurrent chat session.

26. A method according to any one of daims 18 to 25, wherein a record is sent of a chat session to one or more network-connected devices; and thereafter said record is deleted; whereby no record is kept other than by either one or more network-connected devices which are the participants in a chat session.

27. A method according to any one of daims 18 to 26, further comprising the steps of measuring the time taking for responding to a message and triggering a notification if a pre-determined time elapses after the receipt of a message.

28. A method according to any of daims 18 to 27, further comprising the step of notifying the user of the receipt of a message and associating said notification specifically to a related chat session.

29. A computer program comprising computer program code means adapted to perform all the steps of any of daims 16-28 when run on a computer.

30. A computer program as claimed in claim 29 when embodied on or in a computer readable medium.