JP7459185B2 - Improved interaction with electronic chat interfaces - Google Patents

Description

This document relates to a chat interface that allows users to communicate with content providers that provide access to resources or content. Chat interfaces may not be consistent across content providers and may be implemented and presented differently. Furthermore, some or all of the functionality may be lost when traditional chat interfaces are presented on mobile devices. Additionally, once the chat session is disconnected, there is little recourse.

In general, one innovative aspect of the subject matter described herein can be embodied in a method that includes receiving, by a communication server, a search request for content from a user; and obtaining, by the communication server, in response to the search request, search results in the form of a plurality of selectable content items on a display web page, each selectable content item including a link to a respective web resource associated with the search request. The method includes determining, by the communication server based on information obtained from a database regarding characteristics of the plurality of web resources, that a particular web resource provides functionality for live assistance by a particular third-party content provider through a particular chat user interface on the particular web resource; and automatically providing, for the particular web resource, a chat interface on the display web page, the chat interface being rendered and/or controlled by the communication server for display adjacent to the respective selectable content items on the display web page. In response to user interaction with the chat interface from the display web page, the communication server initiates a chat session between the user and the particular third-party content provider associated with the particular web resource.

Each of these and other embodiments can optionally include one or more of the following features. In some implementations, the method includes populating a database having database entries for multiple web resources. The step of setting data in the database includes the step of receiving, at the communication server, data indicating the characteristics of each web resource for each of the plurality of web pages, and the step of setting data in the database based on the received data. detecting that the web resources of the respective web resources provide functionality for live assistance by a third party content provider through a chat user interface on the respective web resources; storing an entry indicating that the The step of populating the database is performed periodically to obtain data for web pages not already included in the database.

In some implementations, the chat session includes a first session between the communication server and the user and a second session between the communication server and the third party content provider. In some implementations, the method includes detecting, by the communication system, that there is no activity in the chat session for a predetermined period of time; and, by the communication system, terminating at least one of the first session or the second session. determining, by the communication system, that the user has not completed the chat session based on the chat session context data; and storing in a database data indicative of the first session in its entirety. and, in response to detecting, by the communication system, that the second session has ended, initiating a third session between the communication server and the third party content provider as part of the chat session; providing data indicative of at least a portion of the first session to the third party content provider so that the user can resume the chat session with the third party content provider.

In some implementations, the method includes the steps of: receiving, at a communication server, input from a user through a chat user interface to a first session; and providing data indicative of the user input. In some implementations, the request to access a particular web resource includes voice input. In some implementations, the method includes receiving, by the communication system, a second audio input from the user in the first session; and providing the third party content provider with the second audio input in the second session. and receiving, by the communication system, text input from the third party content provider in a second session between the communication system and the third party content provider. and providing the user, by the communication system, with data indicative of an audio representation of the text input from the third party content provider in the first session.

In some implementations, the chat user interface is a chat widget. In some implementations, determining that a particular web resource provides functionality for live assistance from a particular third-party content provider through a particular chat user interface on the particular web resource includes accessing the web resource by the communication system, identifying by the communication system a widget on the web resource, and identifying by the communication system a tag in code for the widget on the web resource that indicates that the web resource provides functionality for live assistance from a third-party content provider through a chat user interface on the web resource.

In some implementations, live assistance is provided by a human on behalf of a particular third party content provider.

In some implementations, the method includes, for each of a plurality of chat sessions initiated for a particular web resource, a unique identifier of the content item that led the user to the particular web resource, by the communication system. determining a content item metric value for the chat session based on the content item metric value for the chat session. The method includes the steps of: generating, by a communication system, a representation of the content item metric value using the content item metric value; and providing the same representation, by the communication system, to a third party content provider for display. include.

In some implementations, determining that a particular web resource provides functionality for live assistance from a particular third-party content provider through a particular chat user interface on the particular web resource includes accessing the web resource by a communication system, determining that a new window has been opened by the communication system that is separate from the window in which the web resource is being accessed, and determining a text phrase in the new window that indicates that the web resource provides functionality for live assistance from a third-party content provider through a chat user interface on the web resource.

In some implementations, users access chat sessions through network-connected devices. A network connected device can be a mobile device. A network connected device can be a desktop device. In some implementations, the networked device does not have a screen.

In some implementations, initiating a chat session between a user and a particular third-party content provider includes, by the communication server, receiving a first unique message from the third-party content provider for a first session of the chat session. The method includes receiving a session identifier and providing, by the communication server, the first unique session identifier to the third party content provider to facilitate a second session.

Another innovative aspect of the subject matter described herein includes a device communicatively connected to a network, a third party content provider server communicatively connected to the network, and implementing a method as described above. This can be embodied in a system that includes a communication server that performs operations to do this.

Yet another innovative aspect of the subject matter described herein provides executable instructions that, when executed by at least one processor, cause the at least one processor to perform operations to implement a method as described above. can be embodied in at least one computer-readable storage medium encoded with.

Another innovative aspect of the subject matter described herein includes, for each of a plurality of web resources, receiving at a communication server data indicative of characteristics of the respective web resource; detecting, based on the received data, that each web resource provides functionality for live assistance by a third party content provider through a chat user interface on the respective web resource; storing an entry indicating that the web resources have the same functionality. The method includes the steps of: receiving, by a communications server, a request from a user to access a particular web resource hosted by a particular third party content provider; and storing, by the communications server, a stored entry in a database representing the particular web resource. determining that a particular web resource provides functionality for live assistance by a particular third party content provider through a particular chat user interface on the particular web resource based on the communication server; and initiating a chat session with the party content provider.

In some implementations, the chat session includes a first session between the communication server and the user and a second session between the communication server and the third party content provider. The method includes the steps of: receiving, at a communication server, input from a user to a first session through a chat user interface; and transmitting, by the communication server, data indicative of user input to a second session to a third party content provider. and maintaining state information of a chat session between the user and the third party content provider. The method includes the steps of: detecting, by the communication system, that there is no activity for a predetermined period of time; detecting, by the communication system, that at least one of the first session or the second session has ended; , determining that the user has not completed the chat session based on the context data of the chat session; storing data indicative of the entire first session in a database; in response to detecting that the session has ended, initiating a third session between the communications server and the third party content provider as part of the chat session; providing data indicative of at least a portion of the first session so that the chat session with the third party content provider can be resumed.

In some implementations, the request to access a particular web resource comprises voice input. The method includes the steps of: receiving, by a communication system, a second audio input from a user in a first session; and providing data indicating a textual representation of the second audio input to a third party content provider in a second session. providing, and receiving, by the communication system, text input from the third party content provider in a second session between the communication system and the third party content provider; and providing data indicative of an audio representation of text input from a third party content provider in the first session.

In some implementations, initiating, by the communication server, a chat session between the user and the third-party content provider includes, by the communication server, receiving a first message from the third-party content provider for the first session of the chat session. The method includes receiving a unique session identifier and providing, by the communication server, the first unique session identifier to the third party content provider to facilitate a second session.

In some implementations, the request is submitted in response to a search request and provided in response to a selection of content items that link to a particular web resource. A chat interface can be presented on a web page that displays results and content items in response to search requests.

In some implementations, the chat user interface is a chat widget. In some implementations, detecting that each web resource provides functionality for live assistance from a third-party content provider through a chat user interface on the respective web resource includes accessing the web resource by the communication system, identifying by the communication system a widget on the web resource, and identifying by the communication system a tag in code for the widget on the web resource that indicates that the web resource provides functionality for live assistance from a third-party content provider through a chat user interface on the web resource.

In some implementations, the live assistance is provided by a human representative of the particular third-party content provider. In some implementations, the method includes, for each of a plurality of chat sessions initiated for the particular web resource, determining, by the communication system, a content item metric value for the chat session based on a unique identifier of the content item that directed the user to the particular web resource; generating, by the communication system, a representation of the content item metric value using the content item metric value; and providing, by the communication system, the representation to the third-party content provider for display.

In some implementations, detecting that each web resource provides functionality for live assistance from a third-party content provider through a chat user interface on the respective web resource includes accessing the web resource by the communication system, determining by the communication system that a new window has been opened that is separate from the window in which the web resource is being accessed, and determining a text phrase in the new window that indicates that the web resource provides functionality for live assistance from a third-party content provider through a chat user interface on the web resource.

In some implementations, users access chat sessions through network-connected devices. A network connected device can be a mobile device. A network connected device can be a desktop device. In some implementations, the networked device does not have a screen.

Yet another innovative aspect of the subject matter described herein includes a device communicatively connected to a network, a third party content provider server communicatively connected to the network, and a communication server that performs the operations. It can be embodied in a system that includes. The operation includes, for each of the plurality of web resources, receiving data indicating characteristics of the respective web resource, and, based on the received data, the respective web resource providing a chat user interface on the respective web resource. and storing in a database an entry indicating that the respective web resource has the same functionality. The operation includes receiving a request from a user to access a particular web resource hosted by a particular third-party content provider, and identifying the particular web resource based on stored entries in a database representing the particular web resource. provides functionality for live assistance by a particular third-party content provider through a particular chat user interface on a particular web resource, and the communication server determines that the chat between the user and the third-party content provider and initiating a session.

Another innovative aspect of the subject matter described herein provides at least one computer-readable storage device having encoded executable instructions that, when executed by the at least one processor, cause the at least one processor to perform operations. It can be embodied in a medium. The operation includes, for each of the plurality of web resources, receiving data indicating characteristics of the respective web resource, and based on the received data, each web resource configures a chat user interface on the respective web resource. and storing in a database an entry indicating that the respective web resource has the same functionality. The operation includes receiving a request from a user to access a particular web resource hosted by a particular third-party content provider, and identifying the particular web resource based on stored entries in a database representing the particular web resource. provides functionality for live assistance by a particular third-party content provider through a particular chat user interface on a particular web resource, and the communications server determines that the chat between the user and the third-party content provider and initiating a session.

The subject matter described herein can be implemented in particular embodiments to achieve one or more of the following advantages. The proposed system for initiating and maintaining messaging sessions provides an efficient and optimized technique for identifying and interacting with resources that provide chat interface functionality. The proposed technology, in one aspect, provides seamless and reliable chat interface functionality on the user interface terminal or chat interface functionality provided by the resource or content provider, regardless of the browser functionality, service provider or operating system being used by the user. implement a chat interface that includes chat sessions rendered and managed by a control or communication server/gateway to enable a chat interface that is flexible and scalable; The system reduces the number of computing resources used to initiate and maintain chat sessions between users and content providers. The system makes the chat interface more robust by maintaining separate sessions between the user and the gateway and between the content provider and the gateway and remembering session data to re-establish disconnected chat sessions. Make it. Additionally, the gateway can keep sessions open in case of temporary loss of connectivity, thus improving chat connection reliability. Even if a chat session cannot be kept open and has to be re-established, the user can do so without interruption and without having to enter redundant data already provided through the previously established chat session. , the chat session can continue to be re-established. Additionally, by providing a chat interface without redirecting the user to a content provider's page, the system reduces network traffic associated with users searching for chat functionality. The system allows users to connect and communicate with content providers without experiencing frustration when searching for messaging functionality within each content provider's page or when disconnected from a content provider. , computer-related technology, to improve the functionality of the chat interface.

Furthermore, the gateway system improves the capabilities of computer-related technologies by providing the ability to scale chat functionality to multiple content providers without requiring strict integration. The system allows content providers to maintain a degree of individuality and control over their respective chat interfaces. The system's ability to conduct chat conversations without the use of a screen allows for hands-free communication, reducing the burden on the user. In addition, the system can post-process the chat for further action in the integrated application. For example, if the response in the chat conversation is "We scheduled an appointment to meet at 5 p.m.", the system can automatically detect that there is a calendar event and add a calendar entry, ask the user about existing conflicts, and perform various other related tasks. Actions resulting from the chat conversation can be logged and/or provided for analysis, the results of which can be used to influence future chat interface presentations. The gateway system reduces user wait time, as users with slow network connections are no longer required to visit the content provider's web page and request that the page be rendered. Instead, only the communication is transmitted, reducing network traffic and latency.

FIG. 1 is a block diagram of an example environment in which users can contact content providers through various devices. 1 is an example user interface illustrated for providing a chat interface to a user; 2 is a flowchart of an example process for initiating and maintaining a chat session between a user and a third party content provider. FIG. 1 is a block diagram of an example computing system.

Like reference numbers and symbols in the various drawings indicate similar elements.

This document describes methods, systems, and devices that improve the connection strength and quality of communication sessions by providing a gateway between a user and the content provider with which the user is communicating. A gateway relays content (e.g., a message) received at one communication interface of a user to another communication interface of a content provider and establishes one session directly between the user and the content provider without maintaining session data. , and store relevant data about the conversation between the user and the content provider, rather than allowing a disconnection on the part of the user or content provider to terminate the chat session without the ability to re-establish the chat session. maintain session information by

In some situations, conversations between client devices may be interrupted or disconnected, causing frustration for users attempting to obtain assistance and content providers attempting to provide assistance. For example, a customer who is calling an Internet provider for assistance in handling an Internet connection problem may be disconnected from the representative with whom he or she was speaking. The customer can try to call back, but if they are connected to a different representative, the customer will have to explain the situation again, resulting in an overall inefficient and cumbersome experience for the customer. Here, the gateway collects certain data about the conversation between the user and the content provider in order to reduce the amount of time the user and content provider spend trying to recover information provided and progress made prior to the disconnection. Can be detected and stored. This is a computer-related technology that prevents the loss of data already communicated using a chat interface in the event of a failure of the chat interface (e.g., loss of connection or other interruption of the communication link). Electronic chat applications/functionality will also be improved.

An electronic document is data that presents a set of content at a client device. Examples of electronic documents include web pages, word processing documents, Portable Document Format (PDF) documents, images, videos, search results pages, and feed sources. Native applications (eg, "apps"), such as applications installed on mobile, tablet, or desktop computing devices, are also examples of electronic documents. Electronic documents include digital components that are presented for consumption by a user.

As used throughout this document, the term "digital component" refers to a discrete unit of digital content or digital information (eg, a video clip, audio clip, multimedia clip, image, text, or other unit of content). Digital components can be stored electronically in a physical memory device as a single file or in a group of files, and digital components can take the form of video files, audio files, multimedia files, image files or text files. , and can contain advertising information, so that an advertisement is a kind of digital component. Generally, a digital component is defined by (or provided by) a single provider or source (e.g., an advertiser, publisher or other content provider), but is a combination of content from multiple sources. obtain. Digital components from multiple different sources can be combined into a single electronic document (e.g., a group of different different digital components), and portions of the different digital components from different sources can be combined into search results (or other information extracted from (parts of content) into a single digital component.

Search engines can direct users to results that link to various web pages of content providers. A user can contact a content provider, for example, by calling a phone number provided on the corresponding web page for a particular content provider. In another example, a user can contact a content provider by emailing or mailing the content provider at a particular address listed on a corresponding web page for a particular content provider.

In some examples, a user can contact a content provider through a user interface provided on a particular content provider's web page. The user interface may be, for example, a chat interface that allows a user to communicate with a representative of a particular content provider. Many web pages have different formats that include different arrangements of interface elements that direct users to a chat interface. For example, a web page may include a button that directs a user to a chat interface.

Chat interfaces typically include text boxes in which a user can provide input to be transmitted to the other party with whom he or she is communicating. In addition, other user interface elements for submitting and editing user input may typically be included in a chat interface; such user interface elements may be small elements that must be accessed by navigating a user interface menu. For example, commonly used interface elements include small buttons for sending a message or toggling a keyboard, or menus for selecting content to send, such as picture or video data.

Some web pages may require users to navigate through a website tree to reach a chat interface. For example, a user interface element that directs a user to a chat interface where the user can contact a content provider may be displayed on a page other than the main page of the content provider's website. The user interface elements may be obscurely located or large enough that the user has difficulty selecting the user interface elements to access the chat interface.

Chat interfaces can be difficult to use on mobile devices because the screen area on mobile devices is typically smaller than the screen area on desktop client devices. For example, the screen real estate on a smartphone is typically smaller than the screen real estate on a desktop computer with a monitor. User interface elements that are small on a desktop client device can be many times smaller and more difficult to select on a mobile device.

In some examples, a web page can provide a link to a chat interface that opens a new window. When viewed on a mobile device with a small screen, interacting with the chat interface can be difficult. A user may have little ability to manipulate the chat interface to interact with it, causing frustration for the user and reducing the value of providing a chat interface for many content providers.

Once a chat session has been initiated between a user and a content provider representative, disconnection of the chat session generally means that the user must provide all of the information that he or she already provided to the content provider in order to reach the same point in the conversation between the user and the content provider representative when the disconnection occurred. For example, through a chat interface for a chat session, a user looking for support for a particular type of amateur radio can provide a representative of the manufacturer of the amateur radio he or she is using with his or her registration number, his or her desired broadcast frequency, and a description of the problem that he or she is having. If the user's chat session with the manufacturer's representative is disconnected, the user will generally have to go to the manufacturer's web page, find a user interface element that takes him or her to the manufacturer's chat interface, and once a new chat session is established, provide again all of the information that he or she already provided to another representative of the manufacturer (i.e., his or her registration number, his or her desired broadcast frequency, and a description of the problem that he or she is having).

This document describes methods, systems, and devices that reduce the amount of computer resources used to conduct and restore chat sessions between users and content providers. In some situations, a content provider's website includes a user interface element that directs a user to a chat interface and initiates a chat session between the user and a representative of the content provider. For example, a tractor company's website may include a button to connect users to a live representative at the tractor company. The button may act as a navigation menu item, prominently as a key feature on a support or contact page of a tractor company's website, or that appears based on user actions while visiting a tractor company's website. It can be displayed in a variety of ways, including as a suggestion.

The system identifies that a content provider, such as a tractor company, provides an option to chat with a representative and stores data indicating that the content provider's website provides an option to use a chat interface. Once a website is identified as providing chat session functionality, such as a live chat session or an automated chat session where a library of answers is built using a messaging machine learning model, the system uses You can show that you provide sex. For example, the system may indicate in search results where a website appears that the website provides chat session functionality.

The messaging machine learning model may be a model that receives response data from the user and from the content provider as input. The messaging machine learning model may use any of a variety of models, such as decision trees, linear regression models, logistic regression models, neural networks, classifiers, support vector machines, inductive logic programming, ensembles of models (e.g., using techniques such as bagging, boosting, random forests, etc.), genetic algorithms, Bayesian networks, etc., and may be trained using a variety of techniques, such as deep learning, perceptrons, association rules, inductive logic, clustering, maximum entropy classification, learning classification, etc. In some examples, the messaging machine learning model may use supervised learning. In other examples, the messaging machine learning model uses unsupervised learning.

A web page can provide user interface elements that allow a user to initiate a chat session with a content provider. Once a user selects a user interface element to initiate a chat session with a content provider, the system identifies characteristics of the chat session to use when initiating and facilitating the chat session. For example, the system may identify a device identifier for a client device on which a user provides input to a chat interface, a session identifier for a particular session between the client device and a particular contact at the content provider, and a session identifier for a particular session between the client device and a particular contact at the content provider. Device identifiers can be stored for devices that enter data into the chat interface.

The system can act as a gateway for chat sessions between users and content providers. The system conducts a first chat session with the user and a second separate chat session with the content provider, and uses data indicative of the input provided in the first chat session and the second chat session. Relay messages between users and content providers.

Although a text chat interface will be discussed throughout this document, the techniques discussed herein are applicable to voice chat sessions initiated using a computing device such as a personal digital assistant. For example, a personal digital assistant may receive audio input (e.g., a verbal query or command) from a user through the personal digital assistant's microphone, and use the audio output by the personal digital assistant's speaker to provide search results to the user. and/or other information. If the personal digital assistant is implemented with a computing device that includes a display or is connected (e.g., wirelessly or by wire) to a display or another device that presents information on the display, the personal digital assistant can display search results. Visual information may also be presented, such as one or more of and/or other information related to the audio input. It is important to note that personal digital assistants (PDAs) can be implemented across multiple different physical devices (e.g., mobile phones, tablets, audio/video streaming devices, tabletop PDA units, and/or other devices), and that input Note that the audio and/or visual output can be received by one (eg, a tabletop PDA unit) and the audio and/or visual output can be presented by a different one of the devices (eg, a mobile phone). Similarly, part of the information being provided in response to a query or command may be output by one of the devices (e.g. audio information output by a tabletop PDA unit), while a different part of the information (e.g. , visual information) can be presented by a different one of the devices (eg, a mobile phone or a display including an audio/video streaming device).

As part of the audio output and/or visual information, the PDA can present the user with the option to initiate a chat session. For example, the PDA can audibly ask the user if he or she wishes to connect to or chat with an agent who can provide the user with more information, and the user can vocally respond affirming his or her desire to connect to an agent (e.g., by speaking the word "yes" or the word "connect with an agent"). In response to the user affirming his or her desire to connect to an agent, the PDA can initiate a text chat session (e.g., using a mobile device) and/or initiate a telephone call to the agent (e.g., using a mobile device and/or tabletop PDA unit configured to make voice calls via Internet Protocol telephony). Once the user is connected to an agent, the techniques discussed throughout this document can be used to maintain the state of the chat session (e.g., text or voice), thereby allowing the chat session to continue seamlessly even if the chat session is interrupted. In the case of a voice chat session, speech recognition technology can be used to convert the voice dialogue to text, so that the techniques discussed herein can be used in those situations as well.

FIG. 1 is a block diagram of an example environment 100 in which users can communicate with content providers. The example environment 100 includes a mobile device 102, a client device 104, a screenless assistant device 106 (eg, a tabletop PDA unit), a gateway 110, an example web page 120, and a content provider system 130. Devices 102, 104, and 106 are connected to gateway 110 and to content provider system 130 through a network such as a local area network (LAN), wide area network (WAN), the Internet, or a combination thereof.

The mobile device 102, the client device 104, and the screenless assistant device 106 are each electronic devices capable of requesting and receiving resources over a network. Example mobile devices 102 include mobile phones, smartphones, tablets, and other handheld mobile devices that allow users to connect to content providers over a network. Example client devices 104 include personal computers, mobile workstations, and laptop computers. The devices 102, 104, and 106 typically include user applications, such as a web browser, to facilitate sending and receiving data over the network, although native applications executed by the client device 104 can also facilitate sending and receiving data over the network.

A device 102, 104 or 106 can submit a search query to a search system, such as a search engine, over the network. In response, the search system accesses the search index to identify electronic documents related to the search query. The search system identifies electronic documents in the form of search results and returns the search results to device 102, 104, or 106 in a search results page.

A search result is data generated by a search system that identifies electronic documents that are responsive to (e.g., relevant to) a particular search query and that is associated with a specified network on a client device in response to user interaction with the search result. Contains active links (eg, hypertext links) that cause data to be requested from a location (eg, a URL). Example search results may include a web page title, a snippet of text or portion of an image extracted from a web page, and a URL of a web page. Other example search results include the title of the downloadable application, a snippet of text that describes the downloadable application, an image depicting the downloadable application's user interface, and/or the application downloaded to the device 102, 104, or 106. It can contain URLs to possible locations.

In some situations, the search system may use an application store (or can be part of or interact with an online portal). Like any other electronic document, a search results page may contain one or more digital components that can be presented (e.g., video clips, audio clips, images, or other digital components that can be formatted as advertisements). May contain slots.

Gateway 110 facilitates chat sessions and includes a back end and a front end. The back end of gateway 110 provides the infrastructure for chat sessions and communicates with content providers and users separately. For example, in addition to using data entered by a user through a client device to conduct a chat session with a content provider, the backend also uses data entered by a content provider representative to conduct a chat session with a user. It can be carried out. The backend interface may be in a common format or package that the user or content provider agrees to, such as a specific script application programming interface (API), a specific Android application package (.apk), or various other suitable packages. .

The front end of gateway 110 may be an interface through which one user and content provider can provide input to be transmitted and presented to the other. For example, the front end can be a chat interface that is presented separately to users and content providers. The front end is customizable to the user and to the content provider and can have default profile settings or be adjustable by the user or content provider. For example, a front end to a user may include larger text boxes and bold font, while a front end to a content provider may include additional functionality, such as remote access and control of the user's device.

Gateway 110 identifies each web page that provides messaging functionality and stores data indicating that the web page provides the same functionality. Identification of web pages that provide messaging functionality is generally performed before the web page is presented as a search result, rather than at the time a search request is executed.

Web pages that provide messaging functionality typically include user interface elements that allow a user to initiate a messaging session, such as a button to initiate a chat session. For example, web page 120 is shown including a button 122 that a user can select to initiate a chat session with a content provider. Web page 120 may also include various other indications that messaging functionality is provided or supported, such as key text phrases. For example, web page 120 includes text that reads "Chat with someone now."

Gateway 110 may also determine whether web page 120 provides messaging or chat functionality by detecting certain scripting features in web page 120, such as a code snippet that causes a new window to open when a user selects a particular user interface element. Then you can identify it. Another characteristic of web page 120 that may be used to determine whether web page 120 provides chat functionality is whether web page 120 is displayed on web page 120 that links to different websites or providers. whether to include widgets. For example, web page 120 likely provides chat functionality if it provides a widget that communicates with a known chat service provider. The widget may include an identifier for a particular session in addition to other communication information, such as an identifier for a particular client device, particular instance, etc.

Features such as a link to a domain known to provide messaging services also indicate that web page 120 likely provides messaging functionality. For example, gateway 110 may mark web page 120 as supporting messaging functionality if the web page links to a known automated chat service.

When gateway 110 receives an initial search request, gateway 110 accesses stored data to determine whether the search results presented provide messaging functionality. If a particular web page provides messaging functionality, gateway 110 indicates the type of messaging functionality provided and, if selected, initiates a messaging session without directing the user to the search results web page. , generate the user interface elements that will be presented with the search results.

Content provider system 130 may be a network destination that is associated with a particular content provider and provides resources in response to a search query. For example, content provider system 130 can host resources, such as files, that users can download when searching for a particular query. Content provider system 130 includes a user interface that allows content provider personnel to interact with users. In some examples, the user interface is a chat interface through which a representative can communicate with the user in real time.

The gateway 110 reduces the number of computing resources used to initiate and maintain a chat session between a user and a content provider. In addition, by reducing the need for a user to navigate to a content provider's web page, the gateway 110 reduces the network traffic associated with a user searching for chat functionality and having to transmit data related to the content provider's web page.

FIG. 2 is an example user interface 200 for a chat session between a user and a content provider. A chat session may be conducted by a system, such as system 100, that includes at least two devices communicatively connected by a network. Chat sessions can be initiated, facilitated, and maintained by a communications gateway, such as gateway 110.

Search query 202 is data entered by a user into a search system, such as a search engine, that indicates a query for which the user is interested in seeing related results. The search engine may provide results 210, 220, 230, and 240 on a search results page. Each of results 210, 220, 230, and 240 are related to search query 202 and, in some implementations, can be ranked based on their relevance to search query 202.

Results 210, 220, 230 and 240 each include a respective user interface element 212, 222, 232 and 242 that directs the user to a chat interface with the associated content provider. User interface elements 212, 222, 232, and 242 are customizable to the associated content provider's web page on which each element is presented. Customization can be based on various attributes of a particular relevant web page, such as font, text size, or color. For example, user interface elements 212, 222, 232, and 242 each have a theme associated with a respective search results web page 210, 220, 230, and 240.

When a user selects one of the user interface elements 212, 222, 232 or 242, the gateway 110 initiates a chat session between the user and the content provider providing the corresponding search results web page 210, 220, 230 or 240. Start. In the example illustrated in FIG. 2, the user selects user interface element 212 associated with search results web page 210. Chat sessions are rendered this way and are therefore managed by the gateway. This allows the Gateway or the servers associated with the Gateway to connect chat sessions in a seamless manner, regardless of the particular browser, operating system and any other user device or system currently in use by the user and/or content provider. control and allow to implement any required protocols and data structures to ensure the scalability, security, reliability and storage associated with the

Once the user selects the user interface element 212, the gateway 110 initiates a chat session with the content provider providing the search results web page 210. Gateway 110 identifies the user who selected web page 120 and element 212 and stores data indicating the web page 120 and the user's identifier. Gateway 110 may also store various other attributes of a chat session, such as the length of the session, a first session identifier for a chat session with a user, and a second separate session identifier for a chat session with a content provider.

In order to maintain sessions between users and content providers as gateway 110 manages many different conversations between many different users and content providers, gateway 110 manages content from one session with a user. Direct the response to another session with the provider. Gateway 110 uses stored data indicating session identifiers to properly transfer messages between users and content providers.

The gateway 110 can receive input in various formats, format the input, and provide the input to a chat session between the user and the content provider. For example, a user can send a text message to a particular phone number to initiate a chat with the content provider. The particular phone number can be associated with the content provider, and receipt of the text message at the particular phone number can trigger the initiation of a chat session with the content provider. For example, receipt of the text message at the particular phone number can trigger the system to contact the gateway 110 and provide the user input as input to the chat session. When the user receives a response from the content provider, the gateway 110 can provide the response to the user as a text message. The user can also provide the response to the content provider through a text message, or email, or various other suitable communication methods.

Gateway 110 can process input from users or content providers in a variety of formats. For example, a chat session with a content provider may be initiated if a user interacts with gateway 110 using mobile device 102 and selects user interface element 212 to initiate an email conversation with the content provider. , and user input and responses can be presented within the email client interface.

In some implementations, given a traditional conversation, gateway 110 can provide a particular identifier, such as a phone number, to which the user can provide input. For example, if the user is already connected to a content provider, the gateway 110 can detect the user input depending on the content provider if the user input is provided to a different application, such as a text message application or an email client. The user's input can then be converted into input to be provided to the conversation.

When a session is established, a chat interface can be presented without directing the user to web page 210, thereby reducing the number of network calls and/or data transferred to establish a chat session. For example, a chat interface can be presented on search results page 204. As mentioned above, the chat interface may include user interface elements that allow a user to enter data. For example, a chat interface may include a text box where a user can enter a response or question to be provided to the content provider, and a button where the user can submit input. Additional interface elements may be provided within the chat interface, such as file attachments, screen sharing, etc.

The chat interface can be rendered within the search results page 204 using various rendering methods, such as headless rendering. The chat interface receives input from users or content providers and provides input to gateway 110 for transmission.

Once a session is established, certain metrics can be calculated for the chat interface method of interacting with the content provider, such as click-through rate, conversion rate, average traffic, time of access, etc. For example, click-through rates associated with chat functionality user interface elements can be calculated. In some implementations, content providers have access to reports generated using the calculated metrics. For example, a content provider may consider reporting on the performance of a chat interface method and adjusting a campaign budget for the chat interface based on the reported metrics.

When gateway 110 is used with screenless assistant device 106, screenless assistant device 106 communicates between users and content providers using the same infrastructure for chat sessions as mobile device 102 and fixed client device 104. It can encourage conversation between people. However, since screenless assistant device 106 does not include a screen, the method of receiving and outputting data includes additional steps. Screenless assistant device 106 can receive various types of suitable input, such as voice input or touch input. For example, the screenless assistant device 106 can receive verbal commands through the screenless assistant device 106's microphone. Verbal commands can be processed and textual data representing the voice input can be extracted. In some implementations, the screenless assistant device 106 processes the voice input, while in other implementations the gateway 110 or remote system processes the voice input.

The gateway 110 can then use the text data as input to a session with the content provider. When the gateway 110 receives a response from the content provider, the response can be processed to be output in the same format in which the input to the non-screen assistant device 106 was provided. For example, if the non-screen assistant device 106 receives voice input, the non-screen assistant device 106 can receive data for output that includes the voice data.

In an exemplary use of the system 100, a user can provide voice input to the mobile device 102 by saying, "I would like to speak to ABC Company customer service." The mobile device 102 can then display search results, which may include web pages identified as providing messaging functionality along with user interface elements that enable the user to initiate a messaging session.

A user can continue a conversation with a content provider on a different device. For example, if a user initiates a messaging session with a content provider on a mobile device 102, the user can continue the conversation with the content provider on a screenless assistant device 106. The gateway 110 can detect the device from which the user is providing input or accessing the messaging session and select the appropriate output method, such as text, voice, picture, etc.

By maintaining the chat session using separate sessions with the user and with the content provider, the gateway 110 reduces the amount of computing resources required to re-enter and provide information already provided by either the user or the content provider. For example, the user can continue the chat session without interruption and without having to enter redundant data that was already entered through an already established chat session. In addition, the gateway 110 improves the robustness of the chat session by maintaining separate sessions between the user and the content provider, such that a temporary disconnection of either session does not terminate the chat session.

In some examples, gateway 110 saves conversations between users and content providers by storing data from the conversations as they occur. If the user and content provider disconnect, the gateway 110 stores at least a portion of the stored data for the conversation up to the point where the user and content provider disconnected in order to re-establish the conversation between the user and the content provider. use.

Once the chat session is re-established, the gateway 110 engages in a conversation with the content provider without any further input from the user to catch up the content provider to the point of the conversation that has already taken place with the user. (provide previous chat sessions). For example, the gateway 110 may ensure that the next contact person at the content provider to which the user connects is notified of the user's status so that the user can continue his or her conversation with the contact person without repeating information already provided. , storage data indicating the user's device information and problem description can be automatically provided. The gateway 110 can autonomously determine the answer to the content provider's response using a machine learning model trained using the user's already provided answers. The machine learning model can take the content provider's response as input and output various appropriate responses.

In some examples, the gateway 110 performs server-side integration by integrating with a traditional messaging service provider and storing certain session data that allows a user to resume a conversation from a particular point, such as when the user left the conversation. For example, once the gateway 110 establishes a new messaging session, the gateway 110 can provide the stored data to a different content provider representative.

In some implementations, the gateway 110 cannot update the new agent to the point of the previous conversation. For example, the new agent's response to certain information may be different than the previous agent's response, and the gateway 110 may not be able to move the conversation forward in a direction where the gateway 110 can provide all of the information the user was previously able to provide to the agent. When the gateway 110 cannot provide all of the information the user has already provided, the gateway 110 can provide the user with context for the conversation that is taking place without the user.

Gateway 110 may also provide client-side integration by storing session data or user input. The gateway 110 can provide stored data to the user when the conversation is caught up or updated as best the gateway 110 can, so the user has context for the content provider representative's understanding of the situation.

Gateway 110 can detect when a user is inactive or unavailable. For example, if a user goes to a meeting or leaves his or her device without notifying a content provider representative, gateway 110 may mark the instance as inactive. Gateway 110 can determine whether the user is inactive based on various characteristics of the current conversation. Such characteristics may include a threshold period of time that elapses between the content provider's last response and the user's last response, certain words entered by the user, certain words entered by the content provider, or the gateway 110 Contains various event data associated with the accessing user. For example, if a meeting is scheduled during the user's conversation, gateway 110 may determine that the user is in a meeting if the user does not respond within a threshold amount of time.

When a conversation is marked as inactive, gateway 110 can notify the content provider that the user is absent. For example, if the user is detected to be inactive, the gateway 110 may provide a response to the content provider representative on behalf of the user asking the content provider representative to wait a few minutes and remain connected. can.

In some examples, gateway 110 may mark the case as resolved instead of inactive. For example, if the user does not respond for a threshold amount of time, but in the response provided by the user, there is an indication that the content provider has resolved the user's problem, such as the user responds with "Great, that's enough, thank you." For example, gateway 110 may mark the conversation as resolved. The gateway 110 or the device 102, 104 or 106 with which the user is communicating with the content provider may also request input from the user or content provider to identify whether the problem has been resolved. For example, the screenless assistant device 106 can provide an audio output to the user asking if the problem has been resolved, separate from the conversation between the user and the content provider. If the user provides an acknowledgment, the screenless assistant device 106 can provide the response to the gateway 110, and the gateway 110 can mark the conversation as resolved without prompting or otherwise eliciting further responses from the user. .

In some examples, gateway 110 may attempt to maintain a conversation with a content provider representative if the user is only temporarily unavailable. For example, if a user receives a call on mobile device 102, gateway 110 can provide a response to the content provider on behalf of the user, such as "I'll be right back, could you wait?" Gateway 110 may then attempt to maintain the chat session until the user's next response.

FIG. 3 is a flow chart of an example process 300 for initiating and maintaining a chat session between a user and a third-party content provider. In some implementations, process 300 can be implemented by a messaging system, such as system 100. For example, process 300 can be implemented by gateway 110 of FIG. 1. In some implementations, process 300 can be implemented as instructions stored on a non-transitory computer-readable medium, and when executed by one or more servers, the instructions can cause the one or more servers to perform the operations of process 300.

As the process 300 begins, for each of a plurality of web resources, a communication server receives (302) data indicative of characteristics of the respective web resource. For example, gateway 110 can receive data indicating characteristics of a particular web page, including whether the web page includes particular phrases, widgets, snippets of code, and the like.

Step 300 continues with, for each of the plurality of web resources, the communication server, based on the received data, causes the respective web resource to receive live assistance from a third party content provider through a chat user interface on the respective web resource. detecting 304 that it provides functionality for; In some examples, the chat user interface is a chat widget. Live assistance can be provided by human representatives of certain third party content providers. A chat user interface can be presented on a web page that displays results and content items in response to search requests. In some examples, users access chat sessions through network-connected devices. A networked device can be a mobile device, a desktop device, or any of a variety of other networked devices. In some examples, networked devices do not have screens.

In some examples, detecting includes accessing the web resource, determining that a new window that is separate from the window in which the web resource is being accessed, and, in the new window, accessing the web resource. and determining text phrases that indicate providing functionality for live assistance by a third party content provider through a chat user interface on the web resource.

In some examples, detecting may include accessing a web resource, identifying a widget on the web resource, and in code for a widget on the web resource that the web resource is a chat user on the web resource. and identifying tags that indicate providing functionality for live assistance by third party content providers through the interface.

The process 300 continues with, for each of the plurality of web resources, the communication server stores an entry in the database indicating that the respective web resources have the same functionality (306). For example, gateway 110 can store an entry in a database indicating that a particular web page has messaging functionality.

The process 300 continues with the communications server receiving (308) a request from a user to access a particular web resource hosted by a particular third party content provider. For example, a user may select a search results link that directs the user to a web resource associated with a particular content provider. In some examples, the request is submitted in response to a search request and provided in response to a selection of content items that link to particular web resources. In some examples, the request to access a particular web resource comprises voice input.

Step 300 continues with the communications server determining, based on the stored entries in the database representing the particular web resource, that the particular web resource is being hosted by the particular third party content provider through the particular chat user interface on the particular web resource. It is determined that functionality for assistance is provided (310).

The process 300 continues with the communications server initiating a chat session between the user and the third party content provider (312). For example, gateway 110 can initiate a chat session between a user and a content provider. In some examples, the chat session includes a first session between the communication server and the user and a second session between the communication server and the third party content provider. In some examples, starting includes receiving from a third party content provider a first unique session identifier for a first session of the chat session; providing a first unique session identifier to facilitate the session.

In some examples, step 300 includes receiving input to a first session through a chat user interface and providing data indicative of user input to a second session to a third party content provider. include. Step 300 includes, for each of a plurality of chat sessions initiated for a particular web resource, content item metric values for the chat session based on the unique identifier of the content item that led the user to the particular web resource. using the content item metric value to generate a presentation of the content item metric value, and providing the same to a third party content provider for display. For example, content item metric values can include click-through rates associated with chat functionality.

In some examples, process 300 includes detecting inactivity for a predetermined period of time and at least one of the first session or the second session has ended. Process 300 includes determining that the user has not completed the chat session based on the chat session context data and storing data indicative of the entire first session in a database. Process 300 then can initiate a third session between the communication server and the third-party content provider as part of the chat session in response to detecting that the second session has ended, and provide, by the communication system, to the third-party content provider data indicative of at least a portion of the first session to enable the user to resume the chat session with the third-party content provider.

In some examples, step 300 further includes receiving a second audio input from the user in the first session. Step 300 continues by providing the third party content provider with data indicative of a textual representation of the second audio input in the second session. Step 300 continues with receiving text input from the third party content provider by the communication system in a second session between the communication system and the third party content provider. Step 300 can continue to provide the user with data indicative of an audio representation of the text input from the third party content provider in the first session.

FIG. 4 is a block diagram of an example computer system 400 that can be used to perform the operations described above. System 400 includes a processor 410, memory 420, storage device 430, and input/output device 440. Each of components 410, 420, 430, 440 can be interconnected using, for example, system bus 450. Processor 410 is capable of processing instructions for execution within system 400. In one implementation, processor 410 is a single-threaded processor. In another implementation, processor 410 is a multi-threaded processor. Processor 410 is capable of processing instructions stored in memory 420 or in storage device 430.

Memory 420 stores information within system 400. In one implementation, memory 420 is a computer readable medium. In one implementation, memory 420 is a volatile memory unit. In another implementation, memory 420 is a non-volatile memory unit.

Storage device 430 can provide mass storage for system 400. In one implementation, storage device 430 is a computer readable medium. In various different implementations, storage device 430 may include, for example, a hard disk device, an optical disk device, a storage device shared across a network by multiple computing devices (e.g., a cloud storage device), or some other mass storage device. can include.

Input/output devices provide input/output operations for system 400. In one implementation, the input/output device includes one or more network interface devices, such as an Ethernet card, a serial communication device, such as an RS-232 port, and/or a wireless interface device, such as an 802.11 card. can be included. In another implementation, the input/output devices may include a driver device configured to receive input data and send output data to other input/output devices, such as a keyboard, printer, and display device 460. However, other implementations can also be used, such as mobile computing devices, mobile communication devices, set-top box television client devices, etc.

Although an example processing system is illustrated in FIG. 4, example implementations of the subject matter and functional operations described herein may be implemented in other types of digital electronic circuitry or with the structures disclosed herein and their It can be implemented in computer software, firmware or hardware, or a combination of one or more thereof, including structural equivalents.

An electronic document (hereinafter simply referred to as a document) does not necessarily correspond to a file. A document may be stored in a portion of a file that holds other documents, in a single file dedicated to that document, or in multiple linked files.

Embodiments of the subject matter and operations described herein may be implemented in digital electronic circuitry, or in computer software, firmware, or hardware, including the structures disclosed herein and structural equivalents thereof. It is possible to implement one or more combinations of the following. Embodiments of the subject matter described herein are embodied in one or more computer programs, i.e., encoded on one or more computer storage media for execution by, or to control the operation of, a data processing device. can be implemented as one or more modules of encoded computer program instructions. Alternatively, or in addition, the program instructions may include an artificially generated propagated signal, such as a mechanically generated electrical signal, generated to encode information for transmission to a suitable receiver device for execution by a data processing device. Can be encoded on optical or electromagnetic signals. The computer storage medium can be or include a computer readable storage device, a computer readable storage substrate, a random or serial access memory array or device, or a combination of one or more thereof. Additionally, whereas computer storage media are not propagated signals, computer storage media can be a source or destination for computer program instructions that are encoded in artificially generated propagated signals. Computer storage media can also be or included in one or more separate physical components or media (eg, multiple CDs, disks, or other storage devices).

The operations described herein can be implemented as operations performed by a data processing apparatus on data stored on one or more computer-readable storage devices or received from other sources.

The term "data processing apparatus" encompasses all types of apparatus, devices and machines for processing data, including, by way of example, programmable processors, computers, systems on chips or combinations of the above. The device may include dedicated logic circuitry, such as an FPGA (Field Programmable Gate Array) or an ASIC (Application Specific Integrated Circuit). In addition to hardware, the device includes code that creates an execution environment for the computer program, such as processor firmware, a protocol stack, a database management system, an operating system, a cross-platform runtime environment, a virtual machine, or one of these. Alternatively, it can also include codes that constitute multiple combinations. The devices and execution environments can implement a variety of different computing model infrastructures, such as web services, distributed computing, and grid computing infrastructures.

A computer program (also known as a program, software, software application, script or code) may be written in any form of programming language, including compiled or interpreted languages, declarative or procedural languages, and It can be deployed in any form, including as a stand-alone program or as a module, component, subroutine, object, or other unit suitable for use in a computing environment. A computer program may, but need not, correspond to files in a file system. A program may be placed in a portion of a file that holds other programs or data (e.g., one or more scripts stored in a markup language document), in a single file dedicated to the program, or in multiple linked files. (e.g., a file storing one or more modules, subprograms, or portions of code). A computer program can be deployed and executed on one computer or on multiple computers located at one site or distributed across multiple sites and interconnected by a communications network.

The processes and logic flows described herein may be performed by one or more programmable computers executing one or more computer programs to perform functions by manipulating input data to generate output. The processes and logic flows may also be performed by, and devices may be implemented as, special purpose logic circuitry, such as an FPGA (field programmable gate array) or an ASIC (application specific integrated circuit).

Processors suitable for the execution of a computer program include, by way of example, both general and special purpose microprocessors. Generally, a processor will receive instructions and data from read-only memory and/or random access memory. The essential elements of a computer are a processor for performing operations according to instructions, and one or more memory devices for storing instructions and data. Generally, the computer further includes, or is operatively coupled to, one or more mass storage devices for storing data, such as magnetic, magneto-optical or optical disks, for receiving data from or transmitting data to the computer. Transfer or both. However, a computer does not need to have such a device. Additionally, the computer may be connected to another device, such as a mobile phone, a personal digital assistant (PDA), a mobile audio or video player, a game console, a Global Positioning System (GPS) receiver, or a portable storage device, to name a few. (e.g., a Universal Serial Bus (USB) flash drive). Devices suitable for storing computer program instructions and data include, by way of example, semiconductor memory devices such as EPROM, EEPROM and flash memory devices; magnetic disks such as internal hard disks or removable disks; magneto-optical disks; and CD ROMs. and all forms of non-volatile memory media and devices, including DVD-ROM discs. The processor and memory can be supplemented by or integrated with dedicated logic circuitry.

To provide user interaction, embodiments of the subject matter described herein include a display device, such as a CRT (cathode ray tube) or LCD (liquid crystal display) monitor, for displaying information to the user; It can be implemented in computers with a keyboard and pointing device, such as a mouse or trackball, that allow a user to provide input to the computer. Other types of devices can also be used to provide interaction with the user, for example the feedback provided to the user can be any form of sensory feedback, e.g. visual feedback, auditory feedback or tactile feedback. and input from the user can be received in any form, including acoustic, audio, or tactile input. In addition, the computer may send a web page to a web browser in response to a request received from a web browser on a user's client device, for example, by sending the document to the device used by the user and receiving the document from the device. By sending, you can interact with the user.

Embodiments of the subject matter described herein include back-end components, e.g., as data servers, or middleware components, e.g., application servers, or front-end components, e.g. can be implemented on a client computer having a graphical user interface or a web browser capable of interacting with an implementation of the subject matter, or any combination of one or more such back-end, middleware, or front-end components; It is. The parts of the system may be interconnected by any form or medium of digital data communication, such as a communication network. Examples of communication networks include local area networks (“LANs”) and wide area networks (“WANs”), internetworks (eg, the Internet), and peer-to-peer networks (eg, ad hoc peer-to-peer networks).

A computing system can include clients and servers. Clients and servers are generally remote from each other and typically interact through a communications network. The client and server relationship is created by computer programs running on their respective computers and having a client-server relationship with each other. In some embodiments, the server transmits data (eg, HTML pages) to the client device (eg, for the purpose of displaying data to and receiving user input from a user interacting with the client device). Data generated at the client device (eg, results of user interaction) can be received from the client device at the server.

While this specification contains many specific implementation details, these are intended not as limitations on the scope of any invention or what may be claimed, but rather as specific to particular embodiments of a particular invention. It should be interpreted as a description of a characteristic. Certain features that are described herein in the context of separate embodiments can also be implemented in combination in a single embodiment. Conversely, various features that are described in the context of a single embodiment can also be implemented in multiple embodiments separately or in any suitable subcombination. Moreover, although features are described above as acting in a certain combination and are initially claimed as such, one or more features from the claimed combination may in some cases and the claimed combinations may be subcombinations or variations of subcombinations.

Similarly, while operations are depicted in the figures in a particular order, this should not be understood as requiring such operations to be performed in the particular order or sequence shown, or that all illustrated operations be performed to achieve a desired result. In some situations, multitasking and parallel processing may be advantageous. Moreover, the separation of various system components in the embodiments described above should not be understood as requiring such separation in all embodiments, and it should be understood that the program components and systems described may generally be integrated together in a single software product or implemented in multiple software products.

Thus, specific embodiments of the subject matter have been described. Other embodiments are within the scope of the following claims. In some cases, the actions recited in the claims can be performed in a different order and still achieve desirable results. In addition, the steps depicted in the accompanying figures do not necessarily require the particular order or sequence shown to achieve desirable results. In some implementations, multitasking and parallel processing may be advantageous.

100 System 102 Mobile device,
104 Client device 106 Screenless assistant device 110 Gateway 120 Web page 122 Button 130 Content provider system 200 User interface 202 Search query 204 Search result page 210 Search result web page 220 Search result web page 230 Search result web page 240 Search result web page 212 User interface element 222 User interface element 232 User interface element 242 User interface element 400 Computer system 402 Processor 404 Memory 406 Storage device

Claims (15)

receiving input from the user's client device by the communication server;
obtaining search results using the input by the communication server;
Based on entries of a plurality of web resources stored in a database by the communication server, the web resource provided by a third party content provider and identified in the search result is sent to a live chat system provided by the third party content provider. containing a user interface element that initiates a connection to the
the live chat system provided by the third party content provider to the user through the client device when the search results are sent to the user without requiring the user to first request the web resource; providing an option to initiate a chat session using
receiving confirmation from the client device that the user has requested initiation of the chat session through interaction with the user interface element;
a chat session between the user and an agent of the third-party content provider based on receipt of the confirmation, without redirecting the user to the web resource provided by the third -party content provider by the communication server; including the step of initiating the
Method. providing an option to initiate a chat session includes providing an inquiry inviting the user to connect to or chat with an agent from the third -party content provider who can provide the user with more information;
The method of claim 1 , wherein receiving confirmation that the user has requested to initiate the chat session comprises receiving a response to the inquiry. The method of claim 1, wherein initiating the chat session comprises initiating an Internet Protocol voice telephone call with the agent. maintaining a state of the chat session, including logging communications between the user and the agent during the chat session;
determining that the chat session ended prior to completion of interaction between the agent and the user;
initiating a subsequent chat session with a subsequent agent of the third party content provider;
2. The method of claim 1, comprising: providing the subsequent agent with a state of the chat session that includes at least a portion of logged communications between the user and the agent. determining that the chat session ended prior to completion of interaction between the agent and the user comprises determining that there is no activity through the live chat system for at least a predetermined period of time; The method according to claim 4. a data store that stores interaction data corresponding to client-side input to the chat session;
a communications server in communication with a client device, the communications server facilitating a chat session between the client device and a third party content provider, the communications server comprising:
receiving input from a user's client device;
obtaining search results using the input;
Based on entries of a plurality of web resources stored in a database by the communication server, the web resource provided by a third party content provider and identified in the search result is sent to a live chat system provided by the third party content provider. containing a user interface element that initiates a connection;
the live chat system provided by the third party content provider to the user through the client device when the search results are sent to the user without requiring the user to first request the web resource; providing the option to initiate a chat session using
receiving confirmation from the client device that the user has requested initiation of the chat session through interaction with the user interface element;
initiating a chat session between the user and an agent of the third-party content provider based on receipt of the confirmation without redirecting the user to the web resource provided by the third -party content provider; ,
a communication server that performs operations including;
system. Providing an option to initiate a chat session may connect the user to an agent who may provide the user with more information from the third party content provider or make an inquiry inviting the user to chat with the agent. including providing
7. The system of claim 6, wherein receiving confirmation that the user requested to initiate the chat session includes receiving a response to the inquiry. The system of claim 6, wherein initiating the chat session includes initiating an Internet Protocol voice telephone call with the agent. The operation is
maintaining a state of the chat session, including logging communications between the user and the agent during the chat session;
determining that the chat session ended prior to completion of interaction between the agent and the user;
initiating a subsequent chat session with a subsequent agent of the third party content provider;
7. The system of claim 6, comprising: providing the subsequent agent with a state of the chat session that includes at least a portion of logged communications between the user and the agent. The system of claim 9, wherein determining that the chat session has ended prior to completion of an interaction between the agent and the user includes determining that there has been no activity through the live chat system for at least a predetermined period of time. 1. A non-transitory computer-readable medium storing instructions that, when executed by one or more computing devices, cause the one or more computing devices to:
receiving input from a user's client device;
obtaining a search result using the input; and
Detecting, based on entries of a plurality of web resources stored in a database by a communication server, that a web resource provided by a third-party content provider and identified in the search results includes a user interface element that initiates a connection to a live chat system provided by the third-party content provider;
providing the user, via the client device, with an option to initiate a chat session with the live chat system provided by the third-party content provider when the search results are transmitted to the user without requiring the user to make a first request for the web resource;
receiving, from the client device, a confirmation that the user has requested initiation of the chat session through interaction with the user interface element;
initiating a chat session between the user and an agent of the third-party content provider based on receipt of the confirmation without redirecting the user to the web resource provided by the third- party content provider.
Non-transitory computer-readable medium. Providing an option to initiate a chat session may connect the user to an agent who may provide the user with more information from the third party content provider or make an inquiry inviting the user to chat with the agent. including providing
12. The non-transitory computer-readable medium of claim 11, wherein receiving confirmation that the user requested to initiate the chat session includes receiving a response to the inquiry. 12. The non-transitory computer-readable medium of claim 11, wherein initiating the chat session comprises initiating an Internet Protocol voice telephone call with the agent. The operation is
maintaining a state of the chat session, including logging communications between the user and the agent during the chat session;
determining that the chat session ended prior to completion of interaction between the agent and the user;
initiating a subsequent chat session with a subsequent agent of the third party content provider;
and providing the subsequent agent with a state of the chat session including at least a portion of logged communications between the user and the agent. readable medium. determining that the chat session ended prior to completion of interaction between the agent and the user includes determining that there is no activity through the live chat system for at least a predetermined period of time; 15. The non-transitory computer readable medium of claim 14.

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