WO2016153538A1 - Techniques for social messaging authorization and customization - Google Patents

Techniques for social messaging authorization and customization Download PDF

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Publication number
WO2016153538A1
WO2016153538A1 PCT/US2015/041552 US2015041552W WO2016153538A1 WO 2016153538 A1 WO2016153538 A1 WO 2016153538A1 US 2015041552 W US2015041552 W US 2015041552W WO 2016153538 A1 WO2016153538 A1 WO 2016153538A1
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WO
WIPO (PCT)
Prior art keywords
user
commerce
package
messaging
business
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Ceased
Application number
PCT/US2015/041552
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English (en)
French (fr)
Inventor
Wenlong Dong
Xueli E. MA
Weitao Chen
Lei GUANG
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Meta Platforms Inc
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Facebook Inc
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Filing date
Publication date
Application filed by Facebook Inc filed Critical Facebook Inc
Priority to JP2017549748A priority Critical patent/JP6726203B2/ja
Priority to CA2980278A priority patent/CA2980278A1/en
Priority to KR1020177030610A priority patent/KR20170129932A/ko
Priority to AU2015387471A priority patent/AU2015387471A1/en
Publication of WO2016153538A1 publication Critical patent/WO2016153538A1/en
Priority to IL254594A priority patent/IL254594A0/en
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

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Classifications

    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • G06Q30/0631—Recommending goods or services
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • G06Q30/0633—Managing shopping lists, e.g. compiling or processing purchase lists
    • G06Q30/0635—Managing shopping lists, e.g. compiling or processing purchase lists replenishment orders; recurring orders
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/02—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/52—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail for supporting social networking services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/2866—Architectures; Arrangements
    • H04L67/30—Profiles
    • H04L67/306—User profiles
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/40—Business processes related to social networking or social networking services
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/40—Business processes related to social networking or social networking services
    • G06Q10/42—Determination of affinities or common interests between users
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/40—Business processes related to social networking or social networking services
    • G06Q10/48—Business processes related to social networking or social networking services using social graphs

Definitions

  • Users may interact with each other in a messaging system, sending messages back and forth to each other in a text-based conversation between two or more users.
  • a user may have a user account associated with them in the messaging system, the user account providing an online identity for the user, a destination for messages directed to the user, and generally coordinating the user's access to and use of the messaging system.
  • a user may access the messaging system from a variety of endpoints, including mobile devices (e.g., cellphones), desktop computers, web browsers, specialized messaging clients, etc.
  • Various embodiments are generally directed to techniques for social messaging authorization and customization. Some embodiments are particularly directed to techniques in which commerce entity access to a messaging system is authorized based on a social networking relationship between the business and messaged users, and in which messaging between businesses and users is customized according to social networking information.
  • an apparatus may comprise a commerce intermediary server operative to receive, from a network interface, an order request package from a client device, the order request specifying a user account and a commerce account, the user account associated with a user entity in a social graph data structure, the commerce account associated with a commerce entity in the social graph data structure; and transmit the order request package to a commerce front-end server associated with the commerce entity; and a social graph data structure component operative to create a commerce edge in the social graph data structure between the user entity and the commerce entity in response to the commerce intermediary server receiving the order request package from the client device, the commerce edge associated with the order request package.
  • a commerce intermediary server operative to receive, from a network interface, an order request package from a client device, the order request specifying a user account and a commerce account, the user account associated with a user entity in a social graph data structure, the commerce account associated with a commerce entity in the social graph data structure; and transmit the order request package to a commerce front-end server associated with the commerce entity;
  • an apparatus may comprise a user context component operative to manage a user context associated with a user account for a messaging service; a user profile component operative to retrieve a user profile for the user account; and a recommendation component operative to determine one or more recommendations based on the user context and the user profile and configure a recommendation interface for a messaging endpoint on a client device based on the recommendations, the messaging endpoint associated with the user account for the messaging service.
  • a user context component operative to manage a user context associated with a user account for a messaging service
  • a user profile component operative to retrieve a user profile for the user account
  • a recommendation component operative to determine one or more recommendations based on the user context and the user profile and configure a recommendation interface for a messaging endpoint on a client device based on the recommendations, the messaging endpoint associated with the user account for the messaging service.
  • FIG. 1 illustrates an embodiment of a consumer- to-business messaging system.
  • FIG. 2 illustrates an example of a social graph.
  • FIG. 3A illustrates an embodiment of a user interface for a messaging endpoint displaying a business page.
  • FIG. 3B illustrates an embodiment of a user interface for a messaging endpoint displaying an ordering page.
  • FIG. 3C illustrates an embodiment of a user interface for a messaging endpoint displaying a consumer- to-business messaging interaction.
  • FIG. 4 illustrates an embodiment of a consumer-to-business service processing an order request.
  • FIG. 10A illustrates an embodiment of a user interface for a messaging endpoint displaying a messaging conversation.
  • FIG. 10B illustrates an embodiment of a user interface for a messaging endpoint displaying a selection and promotion page.
  • FIG. IOC illustrates an embodiment of a user interface for a messaging endpoint displaying a product page.
  • FIG. 10D illustrates an embodiment of a user interface for a messaging endpoint displaying an updated messaging conversation.
  • FIG. 11 illustrates an embodiment of a consumer- to-business service providing an interface configuration to a messaging endpoint.
  • FIG. 13 illustrates an embodiment of a third logic flow for the system of FIG. 1.
  • FIG. 14C illustrates an embodiment of a user interface for a messaging endpoint displaying a partially-automated messaging interaction.
  • FIG. 15B illustrates an embodiment of a user interface for a messaging endpoint displaying an administrator message dialog in response to a user comment.
  • FIG. 17 illustrates an embodiment of a fourth logic flow for the system of FIG. 1.
  • FIG. 18 illustrates an embodiment of a centralized system for the system of FIG. 1.
  • FIG. 19 illustrates an embodiment of a distributed system for the system of FIG. 1.
  • FIG. 20 illustrates an embodiment of a computing architecture.
  • FIG. 21 illustrates an embodiment of a communications architecture.
  • a partially-manual response may make use of a proposed response identified by a natural language processor, that is automatically presented to the administrator but that is manually approved before sending.
  • fully- automated responses may also be used in which the messaging service responds without administrator approval.
  • Fully-manual response may be used in which the administrator themselves crafts the response that is sent to the user.
  • Consumers and businesses may both be users of the consumer- to-business service 110, with consumers represented via an individual user account and businesses represented by a commerce account and, possibly, one or more individual user accounts associated with the business, such as individual user account associated with representatives and other employees of the business.
  • a consumer user may be represented with a user entity entry in a social graph.
  • a business or other commercial user may be represented by a commerce entity in a social graph.
  • the relationship between the consumer user and the commercial user may be represented by one or more edges between the user entity and commerce entity in the social graph.
  • the consumer- to-business service 110 may comprise a business portal 160.
  • the business portal 160 may be a unified entry point into the consumer- to-business service 110 for client application being used by business entities.
  • the business portal 160 may provide access to the messaging service 140 and the social networking service 170.
  • all access to the social networking service 170 may be mediated by the business portal 160 in which the information of the social networking service 170 is used and managed on behalf of the commerce entity without the commerce entity having direct access to some or all of the social graph information.
  • a commerce entity such as through the actions of representatives, employees, and/or agents of the commerce entity, may participate in the consumer- to-business messaging system 100 and interact with the consumer-to-business service 110 using a commerce front-end server 190.
  • the commerce front-end server 190 may comprise any software and/or computer hardware used by a commerce entity for participating in the consumer- to-business messaging system 100.
  • the commerce front-end server 190 may interact with one or both of the business portal 160 and the messaging service 140 for the performance of messaging tasks and commerce tasks.
  • the commerce front-end server 190 may serve as or act as an intermediary within a commerce entity for computing devices used by administrators of a business's presence within the consumer- to-business messaging system 100, for computing devices used by employees carrying out purchased services or providing purchased products, or for computing devices used by any other member of a commerce entity carrying out tasks related to the consumer-to-business messaging system 100.
  • the consumer- to-business messaging system 100 may use knowledge generated from interactions between users.
  • the consumer- to-business messaging system 100 may comprise a component of a social-networking service and may use knowledge generated from the broader interactions of the social-networking service.
  • consumer-to-business messaging system 100 may include an authorization server (or other suitable component(s)) that allows users to opt in to or opt out of having their actions logged by the consumer- to-business messaging system 100 or shared with other systems (e.g., third-party systems), for example, by setting appropriate privacy settings.
  • FIG. 2 illustrates an example of a social graph 200.
  • FIG. 2 illustrates an example of a social graph 200.
  • a social-networking service may store one or more social graphs 200 in one or more data stores as a social graph data structure via the social networking service 170.
  • social graph 200 may include multiple nodes, which may include multiple user nodes 202 and multiple concept nodes 204.
  • Social graph 200 may include multiple edges 206 connecting the nodes.
  • a social-networking service, client system, third-party system, or any other system or device may access social graph 200 and related social-graph information for suitable applications.
  • the nodes and edges of social graph 200 may be stored as data objects, for example, in a data store (such as a social-graph database).
  • a data store may include one or more searchable or queryable indexes of nodes or edges of social graph 200.
  • a node in social graph 200 may represent or be represented by a webpage (which may be referred to as a "profile page").
  • Profile pages may be hosted by or accessible to the social-networking service.
  • Profile pages may also be hosted on third-party websites associated with a third-party server.
  • a profile page corresponding to a particular external webpage may be the particular external webpage and the profile page may correspond to a particular concept node 204.
  • Profile pages may be viewable by all or a selected subset of other users.
  • a user node 202 may have a corresponding user-profile page in which the corresponding user may add content, make declarations, or otherwise express himself or herself.
  • a business page such as business page 205 may comprise a user-profile page for a commerce entity.
  • a concept node 204 may have a corresponding concept- profile page in which one or more users may add content, make declarations, or express themselves, particularly in relation to the concept corresponding to concept node 204.
  • a user viewing the third-party webpage may perform an action by selecting one of the icons (e.g., "eat"), causing a client system to send to the social-networking service a message indicating the user's action.
  • the social-networking service may create an edge (e.g., an "eat” edge) between a user node 202 corresponding to the user and a concept node 204 corresponding to the third-party webpage or resource and store edge 206 in one or more data stores.
  • a pair of nodes in social graph 200 may be connected to each other by one or more edges 206.
  • An edge 206 connecting a pair of nodes may represent a relationship between the pair of nodes.
  • an edge 206 may include or represent one or more data objects or attributes
  • a first user may indicate that a second user is a "friend" of the first user.
  • the social-networking service may send a "friend request" to the second user. If the second user confirms the "friend request," the social-networking service may create an edge 206 connecting the first user' s user node 202 to the second user's user node 202 in social graph 200 and store edge 206 as social-graph information in one or more data stores.
  • edge 206 connecting the first user' s user node 202 to the second user's user node 202 in social graph 200 and store edge 206 as social-graph information in one or more data stores.
  • social graph 200 includes an edge 206 indicating a friend relation between user nodes 202 of user "Amanda” and user "Dorothy.”
  • this disclosure describes or illustrates particular edges 206 with particular attributes connecting particular user nodes 202, this disclosure contemplates any suitable edges 206 with any suitable attributes connecting user nodes 202.
  • an edge 206 may represent a friendship, family relationship, business or employment relationship, fan relationship, follower relationship, visitor relationship, subscriber relationship, superior/subordinate relationship, reciprocal relationship, non-reciprocal relationship, another suitable type of relationship, or two or more such relationships.
  • this disclosure generally describes nodes as being connected, this disclosure also describes users or concepts as being connected.
  • references to users or concepts being connected may, where appropriate, refer to the nodes corresponding to those users or concepts being connected in social graph 200 by one or more edges 206.
  • an edge 206 between a user node 202 and a concept node 204 may represent a particular action or activity performed by a user associated with user node 202 toward a concept associated with a concept node 204.
  • a user may "like,” “attended,” “played,” “listened,” “cooked,” “worked at,” or “watched” a concept, each of which may correspond to a edge type or subtype.
  • a concept-profile page corresponding to a concept node 204 may include, for example, a selectable "check in” icon (such as, for example, a clickable "check in” icon) or a selectable "add to favorites" icon.
  • the social-networking service may create a "favorite” edge or a "check in” edge in response to a user's action corresponding to a respective action.
  • a user user "Carla”
  • a user may listen to a particular song ("Across the Sea") using a particular application
  • the social-networking service may create a "listened" edge 206 and a "used” edge (as illustrated in FIG. 2) between user nodes 202 corresponding to the user and concept nodes 204 corresponding to the song and application to indicate that the user listened to the song and used the application.
  • the social-networking service may create a "played” edge 206 (as illustrated in FIG. 2) between concept nodes 204 corresponding to the song and the application to indicate that the particular song was played by the particular application.
  • "played" edge 206 corresponds to an action performed by an external application (SPOTIFY) on an external audio file (the song "Across the Sea”).
  • edges 206 with particular attributes connecting user nodes 202 and concept nodes 204
  • this disclosure contemplates any suitable edges 206 with any suitable attributes connecting user nodes 202 and concept nodes 204.
  • edges between a user node 202 and a concept node 204 representing a single relationship this disclosure contemplates edges between a user node 202 and a concept node 204 representing one or more relationships.
  • an edge 206 may represent both that a user likes and has used at a particular concept.
  • another edge 206 may represent each type of relationship (or multiples of a single relationship) between a user node 202 and a concept node 204 (as illustrated in FIG. 2 between user node 202 for user "Edwin" and concept node 204 for "SPOTIFY").
  • the social-networking service may create an edge 206 between a user node 202 and a concept node 204 in social graph 200.
  • a user viewing a concept-profile page (such as, for example, by using a web browser or a special-purpose application hosted by the user's client system) may indicate that he or she likes the concept represented by the concept node 204 by clicking or selecting a "Like" icon, which may cause the user's client system to send to the social-networking service a message indicating the user's liking of the concept associated with the concept-profile page.
  • the social- networking service may create an edge 206 between user node 202 associated with the user and concept node 204, as illustrated by "like" edge 206 between the user and concept node 204.
  • the social-networking service may store an edge 206 in one or more data stores.
  • an edge 206 may be automatically formed by the social-networking service in response to a particular user action. As an example and not by way of limitation, if a first user uploads a picture, watches a movie, or listens to a song, an edge 206 may be formed between user node 202 corresponding to the first user and concept nodes 204 corresponding to those concepts.
  • this disclosure describes forming particular edges 206 in particular manners, this disclosure contemplates forming any suitable edges 206 in any suitable manner.
  • a user "David” has a "purchased” edge between their user node and the user node for the "Burnt Brews" business.
  • This edge may have been created in response to the purchase made as a result of the actions described in relation to FIG. 2B.
  • the existence of this edge may indicate to the consumer- to-business messaging system 100 that the user "David” has voluntarily engaged in a business relationship with the business "Burnt Brews.”
  • the existence of this commerce edge may authorize the commerce entity "Burnt Brews" to message the user "David.”
  • the social graph 200 may further comprise a plurality of product nodes.
  • Product nodes may represent particular products that may be associated with a particular business.
  • a business may provide a product catalog to the consumer- to-business service 110 and the consumer- to-business service 110 may therefore represent each of the products within the product in the social graph 200 with each product being in a distinct product node.
  • a product node may comprise information relating to the product, such as pricing information, descriptive information, manufacturer information, availability information, and other relevant information. For example, each of the items on a menu for a restaurant may be represented within the social graph 200 with a product node describing each of the items.
  • a product node may be linked by an edge to the business providing the product. Where multiple businesses provide a product, each business may have a distinct product node associated with its providing of the product or may each link to the same product node.
  • a product node may be linked by an edge to each user that has purchased, rated, owns, recommended, or viewed the product, with the edge describing the nature of the relationship (e.g., purchased, rated, owns, recommended, viewed, or other relationship).
  • Each of the product nodes may be associated with a graph id and an associated merchant id by virtue of the linked merchant business. Products available from a business may therefore be communicated to a user by retrieving the available product nodes linked to the user node for the business within the social graph 200.
  • the information for a product node may be manipulated by the messaging service 140 as a product object that encapsulates information regarding the referenced product.
  • a user may benefit from being tracked by a social graph data structure that represents relationships between different entities.
  • a business portal for a messaging system to which the user subscribes may reference the social graph data structure to determine whether an online entity is allowed to contact the user through the messaging system.
  • the business portal may safeguard the privacy of the user by limiting messaging access to the user to only those online entities with which the user has a sufficient preexisting relationship.
  • a sufficient preexisting relationship may correspond to any relationship established prior to the receipt of a requested communication that indicates that a user is interested in engaging with the business. Examples of sufficient relationships may include having engaged in prior commerce with the entity, having recently engaged in commerce with the entity, having liked or followed the entity in a social networking service, or other forms of explicit behavior by the user in regards to the entity.
  • implicit connections - for example, discussing a business in a messaging conversation - may contribute to the evaluation of whether a sufficient relationship exists.
  • Businesses may therefore be able to communicate with and service their customers in a personal way.
  • The may create personal conversations with customers: businesses can personally communicate with their customers on a growing platform. They may use rich, beautiful messages that combine the rich presentation of email with high- signal pushability. They may be serviced by a pushable, real-time channel empowering them to send timely messages directly to customers' phones, where they can read and take basic actions while on the go.
  • The may send actionable messages that improve conversion with messages that people can tap and take action on without logging into another site or installing another app.
  • The may implement a personal touch across platforms that allow them to build trust with your customers in a single conversation that's unified and personalized across web and mobile.
  • People may therefore be able to communicate with business like they're talking with a friend. These conversations may take place in one location, people communicating with a business in a single conversation in a messaging endpoint. People may save time by receiving important messages from businesses, including order confirmation and shipping status, without digging through their email or getting on the phone. People may take action by taking basic actions, like modifying, tracking, or returning their order, in the same conversation without navigating web links, installing more apps, or remembering passwords. People may ask questions by messaging a business with their questions - from customer support to product availability - and get quick responses like their talking with a friend.
  • a person will be able to start a conversation with a business in a messaging endpoint when they complete the checkout flow on the business' site. Once the person agrees, the business can send the person order updates in the messaging endpoint, including order confirmation and shipping status. The person can also take basic actions (e.g., modify, track, or return the order) directly within the conversation. In addition, a person can ask the business free-form questions about the order or other questions (e.g., "Do you have The Cotton V in size S?") and receive quick responses from the business, again directly within the conversation. People will also be able to initiate a conversation through a customer service live chat.
  • Embodiments enhance communications between people and businesses. Pages for a business are integrated in the messaging application so that all
  • the business page 305 may display information regarding a commerce entity "Burnt Brews," an example coffee shop.
  • the business page 305 may include information for the commerce entity, such as one or more of a physical location for the commerce entity, the operating hours of the physical location, the hours in which the commerce entity (e.g., a representative of the commerce entity) is available for messaging through the consumer-to-business messaging system 100.
  • the business page 305 may include social-networking information for the commerce entity, such as a list of friends of a viewing user that have "liked” or “followed” the commerce entity within a social network as may be represented in a social graph.
  • the business page 305 may include an order control 310, the order control 310 operative to instantiate an ordering interface for ordering from the commerce entity on the client device 120.
  • the ordering page 330 may display information and controls for configuring and submitting an order to the commerce entity.
  • Order selection controls 335 may empower a user to select one or more products and/or service and/or options configuring a product or service.
  • the ordering page 330 may comprise an order placement control 340 empowering the user to submit an order comprising one or more selected products, service, and/or options for the selected products and/or services.
  • the consumer- to-business messaging interaction may include an order placement message 360, the order placement message 360 summarizing an order configured and submitted using the ordering page 330.
  • the order placement message 360 may be an automated message generated by the consumer- to-business service 110 that summarizes the interaction from the perspective of this intermediary service.
  • the order placement message 360 may include information provided by the consumer- to-business service 110 such as the name of the ordering user, a preferred form of address of the ordering user, and other personal details of the ordering user.
  • the consumer- to-business messaging interaction may include a business order confirmation message 362.
  • the business order confirmation message 362 may be received by the consumer- to-business service 110 from the commerce front-end server 190 and have been generated by the commerce entity.
  • the business order confirmation message 362 may correspond to an automatically-generated message generated automatically by a computing device of the commerce entity in response to the received order.
  • the consumer- to-business service 110 may perform a financial transaction with a financial transaction server based on the order request package 420.
  • a financial transaction may comprise one or more of charging a credit card associated with the user account, charging a debit card associated with the user account, debiting a credit account associated with the user account, or any other technique for performing a financial transaction.
  • the consumer- to-business service 110 may insert a financial transaction record for the financial transaction into the order request package 420 prior to
  • an embodiment of the consumer-to-business messaging system 100 can simplify a method for processing refunds to users.
  • the consumer- to-business messaging system 100 can provide a way for merchants to issue refunds to the user via the messaging endpoint 125.
  • the consumer-to-business messaging system 100 can allow a user to request a refund from a merchant from within the messaging endpoint 125 by associating a messaging thread between the user and the merchant with a transaction identifier tied to a payment transaction between the user and the merchant.
  • the merchant can issue a refund to a user without requiring the user to give the merchant sensitive information (e.g., a card number) in a phone call or in person.
  • the merchant sensitive information e.g., a card number
  • the consumer-to-business messaging system 100 can also allow users to pay merchants via a variety of payment methods.
  • the consumer-to-business messaging system 100 can allow users to register a plurality of payment credentials with the system for use in payment transactions with merchants.
  • the consumer-to-business messaging system 100 can allow a user to select one or more of a plurality of registered payment credentials to pay for a product from a merchant using the messaging endpoint 125.
  • the consumer- to-business messaging system 100 also may allow merchants to provide a plurality of different payment options to the user based on the preferences or requirements of the merchants.
  • the consumer-to-business messaging system 100 can provide versatility of payment methods in electronic payment transactions between users and merchants.
  • the system can allow a consumer to make a pay a merchant for a product or service without having to provide sensitive financial information (e.g., credit card number, checking account number) to the merchant.
  • sensitive financial information e.g., credit card number, checking account number
  • the consumer-to-business messaging system 100 can provide increased security for the user.
  • the user can avoid any fears of fraud when visiting a new merchant.
  • the consumer-to-business messaging system 100 can also increase security for the merchant.
  • the consumer-to-business messaging system 100 can perform risk checks based on information maintained about the consumer by a social networking system.
  • the consumer-to-business messaging system 100 can deny a payment if the consumer is a known fraudster or if the payment appears fraudulent based on information about the consumer or the merchant maintained by the system.
  • the consumer-to-business messaging system 100 can allow the users to send and receive monetary payments to and from one another.
  • the consumer- to-business messaging system 100 allows users to define and send a payment message to a merchant user.
  • the consumer-to-business messaging system 100 can allow the user to send a payment to a business via the messaging service 140.
  • the business can receive notice of the payment, and accept or decline the payment.
  • the business can communicate with the consumer-to-business messaging system 100 to coordinate a transaction that facilitates the payment between the users (i.e., their accounts).
  • the consumer-to-business messaging system 100 can communicate with a payment network to authorize and process a transaction.
  • the consumer-to-business messaging system 100 can send a transaction to a payment gateway system.
  • the payment gateway system can send the transaction to the processor (e.g., a payment processing system) used by a payment merchant user's acquiring bank.
  • the payment processing system can transmit the transaction to an appropriate card network system.
  • the card network system then sends the transaction to an issuing bank system.
  • the issuing bank system either approves or declines the transaction, and sends the decision back to a card network system.
  • the card network then sends the decision to the payment processing system.
  • the payment processing system can then forward the decision to the payment gateway system, and in one or more embodiments, the payment gateway system can maintain the details related to the transaction and the decision.
  • the payment processing system also sends the decision to the consumer-to-business messaging system 100.
  • the payment network can also perform settlement tasks.
  • the consumer-to-business messaging system 100 can coordinate with the payment gateway system to submit a daily settlement batch including one or more captured transactions to an acquiring bank via the acquiring bank's preferred payment processing system.
  • the payment processing system then sends the settlement batch to a server of the acquiring bank, which records a deposit in the amount of each transaction within the settlement batch to an account associated with the merchant.
  • the acquiring bank can then send a funding request in satisfaction of the deposit amount to the payment processing system, which passes the funding request to the appropriate card network system.
  • the card network system then sends the funding request to the issuing bank system.
  • the issuing bank system can post the transaction to the consumer user's account and pass a release of the funds to the card network system, which are then passed to the payment processing system, and then the acquiring bank.
  • a social graph data structure component on the commerce intermediary server may be generally arranged to create a commerce edge in the social graph data structure between the user entity and the commerce entity in response to the commerce
  • a messaging server operating as part of the messaging service 140 may receive, such as via the business portal 160, a message package comprising an order response message 430, the message package addressed to the user account, the message package received from the commerce front-end server 190.
  • the messaging server may determine that the commerce front-end server 190 is authorized to message the user account based on the commerce edge in the social graph data structure between the user entity and the commerce entity.
  • the messaging server may transmit the message package to the client device 120 based on the determination that the commerce front-end server 190 is authorized to message the user account based on the commerce edge in the social graph data structure between the user entity and the commerce entity.
  • the message package may be received at the messaging server from the commerce front-end server 190 via the commerce intermediary server as the commerce front-end server 190 may be required to use the business portal 160 to access the messaging system so that the business portal 160 can perform access control based on social graph information 460 indicating whether a sufficient relationship exists between the user account and the commerce entity to authorize the commerce entity to message the user.
  • the message package may comprise an order fulfillment package in response to the order request package 420.
  • An order fulfillment package may comprise an online fulfillment notification indicating that an online service contracted by the order request package 420 has been fulfilled.
  • An order fulfillment package may comprise an in-person fulfillment notification indicating that at least one of an in-person service or an in-person product contracted by the order request package 420 is ready for receipt at a particular location.
  • An order fulfillment package may comprise a machine- readable optical label, the machine readable optical label encoding an order identifier assigned to the order request represented by the order request package 420. The machine readable optical label may be displayed by the user on their client device 120 at the physical location at which a product or service will be fulfilled in order to identify themselves as the proper recipient of the product or service.
  • a particular location of a commerce entity from a plurality of locations may be selected based on the location of the client device 120.
  • an order request may be customized based on a location of the client device 120.
  • the consumer- to-business service 110 may receiving a geographic location of the client device 120 and select automatically at least one of the one or more product options based on the received geographic location.
  • a device location 450 may be transmitted via a location-based services server 440.
  • a commerce edge existing between the user entity and the commerce entity in the social graph data structure may be used to authorize the commerce entity in transmitting promotions (e.g., notices of sales) to the user.
  • the consumer-to-business service 110 may receive a promotion package from the commerce intermediary server 190, the promotion package defining one or more user selection attributes.
  • the consumer- to-business service 110 may select the user account based on the user selection attributes.
  • the consumer-to-business service 110 may authorize the transmission of the promotion package to the user account based on commerce edge in the social graph data structure between the user entity and the commerce entity.
  • the consumer-to-business service 110 may message the user account with the promotion package based on the authorizing of the transmission of the promotion package.
  • the user may initiate messaging with the business. For example, they may select a message control on a business page or social-networking page for the commerce entity. The user may initiate messaging in order to, for example, ask questions regarding products or services prior to initiating an order.
  • Displaying the business page 305 and/or the ordering page 330 may involve accessing data from a business application package 530, the business application package 530 defining one or more of contact information for the business, product information for the business (e.g., a product listing, product options), service information for the business (e.g., a service listing, service options), and other information related to the business and interaction with the business.
  • the business application package may define an order request format and order request options for a order request package 420.
  • Product information for the business may include prices for the products.
  • Service information for the business may include prices for the services.
  • the business application package 530 may comprise one or more of address information associated with the commerce entity, contact information associated with the commerce entity, and a product manifest associated with the commerce entity.
  • the business application package 530 may comprise a product manifest associated with the commerce entity, the product manifest comprising a plurality of products, wherein each of the products is associated with a price, wherein one or more of the plurality of products is associated with one or more product options.
  • FIG. 6 illustrates one embodiment of a first logic flow 600.
  • the logic flow 600 may be representative of some or all of the operations executed by one or more embodiments described herein.
  • Administrators of a page for a business may receive and be responsible for responding to similar messages repeatedly. For example, queries as to the hours of a business, return policy, business location, or other common topics may be received many times from potential and existing customers. Administrators may therefore benefit from recording their responses and/or generating form responses and using these responses to respond to repeated similar questions. This may save the administrators time and, by allowing administrators to spend more of their time on novel or unusual queries or comments, improve the overall quality of responses sent out by a business.
  • FIG. 7 illustrates an embodiment of a user interface 700 for an administrator messaging endpoint 125 displaying a series of received messages.
  • the user interface 700 may comprise an administrator view of the messages that have been assigned to them for replying to.
  • An administrator message listing 710 may include a plurality of messages received by the page for a business.
  • the use of a natural language processor may identify a predefined response message for some of the plurality of messages.
  • the user messages for which a predefined response messages is determined may be displayed in association with a administrator control empowering the administrator to view the predefined response message.
  • An administrator viewing a predefined response message may be empowered to customize the response message, send the response message, or instead decline to send the predefined response message.
  • the user messages for which there is no matching predefined response message may be displayed in association with a notification to the administrator that no predefined response message is available.
  • the user messages for which there is no matching predefined response message may simply be displayed without the administrator control empowering the administrator to view the predefined response message, thereby implicitly communicating that no predefined response message is available.
  • the administrator's actual response message may optionally be added to the list of predefined response messages, such as by querying the administrator as to whether their response should be added or by allowing the administrator to check a box or other control when composing or sending a response that marks the response for inclusion in the set of predefined response messages.
  • FIG. 8 illustrates an embodiment of a consumer- to-business service 110 generating an automated response.
  • the consumer portal 150 may receive, using a network interface for a commerce intermediary server, a messaging package 820 from a messaging endpoint 125 at a messaging service 140.
  • the messaging package 820 may comprise a user message 830 from the user of the client device 120 directed to a business entity as identified by a business page for the business entity with the social networking service 170.
  • the message may form a query, request, or directive to the business, such as regarding the products and services of the business.
  • the consumer portal 150 may perform a natural language processing of the messaging package 820 using a natural language processor 840.
  • the natural language processor 840 may operate according to any of the known techniques for natural language processing.
  • the consumer portal 150 may determine a response message predicted to correspond to the messaging package 820 by submitting a user message 830 extracted from the messaging package 820 to the natural language processor 840 and receiving natural language recognition information from the natural language processor 840 that the consumer- to-business service 110 may use to identify an appropriate response message.
  • Performing the natural language processing may comprise submitting at least a portion of the messaging package 820 to a natural language processor 840.
  • the natural language processor 820 may be trained based on a messaging interaction history for the messaging service 140. This messaging interaction history may comprise a history of messaging interactions - user messages and responses from administrators - that provide examples of appropriate responses to empower the natural language processor 840 to learn to derive the intent of user messages and administrator response messages.
  • the business portal 160 may receive one or more messaging intent keywords 850 from the natural language processor 840.
  • a messaging intent keyword may encapsulate in a word or short phrase the intent of a user message and/or response message. For example, a user message with the text, "How late are you open?" may correspond to a messaging intent keyword of "operating hours.”
  • a response message may have the text "Happy Times Laser Tag is open business_hours ,” where
  • business_hours is a dynamic field instructing the consumer-to-business service 110 to write the operating hours of the business in place of the dynamic field.
  • This response message may also correspond to the messaging intent keyword "operating hours.”
  • the natural language processor 840 determining one or more intent keywords 850 may empower the business portal 160 to determine which response message is appropriate to responding to a particular user message.
  • the business portal 160 may therefore retrieve the response message from a response message repository based on the one or more messaging intent keywords 850.
  • the messaging interaction history may be provided by submitting a plurality of response messages to the natural language processor 840, the plurality of response messages comprising at least a portion - such as an initially-configured portion - of a response message repository configured by the administrators of the business page for the business entity.
  • the business portal 160 may receive an intent keyword mapping from the natural language processor 840 in response to submitting the plurality of response messages to the natural language processor 840, the intent keyword mapping defining associations between the plurality of response messages and a plurality of intent keywords.
  • the business portal 160 may store the defined associations between the plurality of response messages and the plurality of intent keywords in the response message repository to empower the business portal 160 to identify the appropriate response message for a particular user message.
  • the consumer- to-business service 110 may add administrator messages that are not existing response messages to learn additional response messages.
  • the business portal 160 may receive a responding messaging package from the administrator messaging endpoint 825 and determine that the responding messaging package is not based on the response message sent to the administrator messaging endpoint 825 in the form response package 870.
  • the business portal 160 may extract an administrator- specified response message from the responding messaging package, extract a user message 830 from the messaging package 820, and submit the user message 830 and the administrator- specified response message to the natural language processor 840.
  • the business portal 60 may receive an additional keyword mapping from the natural language processor 840, the additional keyword mapping defining an association between the administrator- specified response message and one or more additional intent keyword.
  • the business portal 160 may therefore store the administrator- specified response message in the response message repository and store the association between the administrator- specified response message and the one or more additional intent keywords in the response message repository, thereby learning the administrator-specified response for potential future use.
  • this analysis and storage of the administrator- specified response message for future use may only be performed when it is indicated that it is to be done by the administrator.
  • the administrator making use of the proposed response message may signal that the one or more intent keywords assigned to the user message 830 and response message were accurately assigned.
  • the administrator not making use of the proposed response message may signal that the one or more intent keywords assigned to the user message 830 and/or response message were not accurately assigned.
  • the business portal 160 may receive a responding messaging package from the administrator messaging endpoint 825, determine whether the responding messaging package uses the response message, and train the natural language processor based on whether the responding messaging package uses the response message.
  • the natural language processing of the messaging package 820 may determine one or more intent keywords 850 and, further, one or more parameters.
  • the parameters may define details of a user's requested intent. For example, where a user's intent is to make a reservation at a restaurant (the restaurant the business entity being message), the parameters may define a desired reservation time and a number of people for which the reservation should be made. Where a user's intent is to order a product, the parameters may define the product to be ordered. The embodiments are not limited to these examples.
  • the business portal 160 may therefore configure an automated commerce interaction based on the one or more intent keywords and the one or more parameters and interoperate with the business entity to carry out the automated commerce interaction.
  • the natural language processor 840 may return a confidence associated with each of the intent keywords 850.
  • the business portal 160 may use a threshold to evaluate the intent keywords associated with messages by the natural language processor 840.
  • the business portal 160 may only associate a response message with an intent keyword in the response message repository where the natural language processor 840 assigns the intent keyword a confidence at least equal to the threshold.
  • the business portal may only transmit an associated response message to the administrator messaging endpoint 825 when its associated intent keyword was assigned a confidence of at least the threshold in association with its match to the user message.
  • a first threshold may be used for storing intent keywords in association with a response message and a second threshold may be used for determining whether to propose a response message to an administrator.
  • every response message with an associated intent keyword with a confidence at least meeting the threshold may be sent to the administrator, and in others only the response message with an associated intent keyword with the highest confidence of those received may be sent to the administrator.
  • an automated-reply threshold may be used, in which, if the response message is identified based on an intent keyword meeting the automated-reply threshold, the response message is automatically sent without requiring administrator review or approval.
  • a response message may be flagged as not being subject to automatic- sending, such as for business tasks (e.g., agreeing to a custom job, confirming special orders) that the administrator for the business identifies as being too important to allow automatic approval.
  • FIG. 9 illustrates one embodiment of a second logic flow 900.
  • the logic flow 900 may be representative of some or all of the operations executed by one or more embodiments described herein.
  • the logic flow 900 may transmit a form response package to an administrator messaging endpoint for the administrator account, the form response package comprising the response message block 908.
  • a user may benefit from having a messaging service monitor their messaging conversations with individuals, groups, and businesses to determine their messaging affinity for various products, services, types of products, and types of services.
  • the user may benefit from having this messaging affinity combined with their current context to receive timely recommendations as to products and services. They may particular benefit from receiving these recommendations on a mobile device that they carry with them, so that they may immediately or promptly act on recommendations.
  • a user may have an improved shopping experience that is enhanced by merely engaging in their normal behavior of conversing with their friends and with businesses.
  • FIG. 10B illustrates an embodiment of a user interface 1025 for a messaging endpoint 125 displaying a selection and promotion page.
  • the selection and promotion page may include a category selection section 1030.
  • the category selection section 1030 comprises a plurality of category controls. The selection of a category control by a user engages a category page displaying products within that category and/or businesses providing products within that category.
  • the selection and promotion page may include a selected products section 1035.
  • the selected products section 1035 may comprise a plurality of products selected for the user by the consumer-to-business messaging system 100, such as based on a previous instance of that product or a related product or product category being mentioned by the user in a messaging conversation or by a user or business with which the user was engaging in a messaging conversation.
  • the user may be empowered to view additional selected products by scrolling the selected products section 1035 - such as by swiping left or right on the user interface 1025 on the area of the screen containing the selected products section 1035.
  • the product recommendation 1015 from the from FIG. 10A has been selected, possibly because the associated business is nearby and/or the product is on sale.
  • FIG. IOC illustrates an embodiment of a user interface 1050 for a messaging endpoint 125 displaying a product page.
  • the product page may have been reached by the user selecting the product recommended in the product recommendation 1015 in user interface 1025.
  • the product page may include a business section 1060 displaying information for the business being promoted as supplying the selected product.
  • the business section 1060 may include location information and operating hours for the business. In some embodiments, selecting the location information may automatically trigger the providing of directions to the business location.
  • the business section 1060 may include a message control empowering the user to engage in messaging with the business.
  • the user may be empowered to include the selected product listing 1085 in the messaging conversation 1010 with the business.
  • the selected product listing 1085 may include a name of the product, a current price of the product, a business providing the product, and a "buy now" call-to-action button.
  • the user has indicated in conversation that they are interested in purchasing the product in the selected product listing 1085.
  • a representative for the business has responded to this with an indication that the product is available and a reminder of the operating hours of the business.
  • the user may select the call-to-action purchase button and initiate purchase of the product prior to visiting the business. In other cases, the user may wait until physically visiting the business to purchase the product.
  • the product recommendation 1015 of user interface 1000 has been updated to form updated product recommendation 1085 with the new, lower price for the product.
  • a user may be able to return to a messaging conversation 1010 and see a current status of the product on offer.
  • the consumer-to-business messaging system 100 can also allow users to pay merchants via a variety of payment methods.
  • the consumer-to-business messaging system 100 can allow users to register a plurality of payment credentials with the system for use in payment transactions with merchants.
  • the consumer-to-business messaging system 100 can allow a user to select one or more of a plurality of registered payment credentials to pay for a product from a merchant using the messaging endpoint 125.
  • the consumer- to-business messaging system 100 also may allow merchants to provide a plurality of different payment options to the user based on the preferences or requirements of the merchants.
  • the consumer-to-business messaging system 100 can provide versatility of payment methods in electronic payment transactions between users and merchants.
  • the system can allow a consumer to make a pay a merchant for a product or service without having to provide sensitive financial information (e.g., credit card number, checking account number) to the merchant.
  • sensitive financial information e.g., credit card number, checking account number
  • the consumer- to-business messaging system 100 can provide increased security for the user.
  • the user can avoid any fears of fraud when visiting a new merchant.
  • the consumer-to-business messaging system 100 can also increase security for the merchant.
  • the consumer-to-business messaging system 100 can perform risk checks based on information maintained about the consumer by a social networking system.
  • the consumer-to-business messaging system 100 can deny a payment if the consumer is a known fraudster or if the payment appears fraudulent based on information about the consumer or the merchant maintained by the system.
  • the consumer-to-business messaging system 100 can communicate with a payment network to authorize and process a transaction.
  • the consumer-to-business messaging system 100 can send a transaction to a payment gateway system.
  • the payment gateway system can send the transaction to the processor (e.g., a payment processing system) used by a payment merchant user's acquiring bank.
  • the payment processing system can transmit the transaction to an appropriate card network system.
  • the card network system then sends the transaction to an issuing bank system.
  • the issuing bank system either approves or declines the transaction, and sends the decision back to a card network system.
  • the card network then sends the decision to the payment processing system.
  • the payment processing system can then forward the decision to the payment gateway system, and in one or more embodiments, the payment gateway system can maintain the details related to the transaction and the decision.
  • the payment processing system also sends the decision to the consumer-to-business messaging system 100.
  • the payment network can also perform settlement tasks.
  • the consumer-to-business messaging system 100 can coordinate with the payment gateway system to submit a daily settlement batch including one or more captured transactions to an acquiring bank via the acquiring bank's preferred payment processing system.
  • the payment processing system then sends the settlement batch to a server of the acquiring bank, which records a deposit in the amount of each transaction within the settlement batch to an account associated with the merchant.
  • the acquiring bank can then send a funding request in satisfaction of the deposit amount to the payment processing system, which passes the funding request to the appropriate card network system.
  • the card network system then sends the funding request to the issuing bank system.
  • the issuing bank system can post the transaction to the consumer user's account and pass a release of the funds to the card network system, which are then passed to the payment processing system, and then the acquiring bank.
  • FIG. 11 illustrates an embodiment of a consumer- to-business service 110 providing an interface configuration 1170 to a messaging endpoint 125.
  • An interface configuration 1170 may comprise a set of one or more products, services, and/or businesses selected for suggestion to a user and arranged for display to the user.
  • the interface configuration 1170 may include display text and/or display images for each of one or more recommendations.
  • the interface configuration 1170 may define an ordering in which recommendations should be displayed for the user.
  • a user context component 1140 may be generally arranged to manage a user context 1145 associated with a user account for a messaging service 140.
  • a user profile component 1150 may be generally arranged to retrieve a user profile 1155 for the user account.
  • a recommendation component 1160 may be generally arranged to determine one or more recommendations based on the user context and the user profile and configure a recommendation interface for a messaging endpoint 125 on a client device 120 based on the recommendations, the messaging endpoint 125 associated with the user account for the messaging service 140.
  • the user context 1145 may comprise current information about the status of the user, such as their location, current behavior, and other signals relevant to a current point in time.
  • the user profile 1155 may comprise long-term information about the user that reflects the history of the user and persistent information about the user.
  • a recommendation produced by the recommendation component 1160 may be based on a product listing 1190 received from the commerce front-end server 190 for a business.
  • the recommendation component 1160 may received and store a plurality of product listings for each business for which the recommendation component 1160 will recommend products, with each product listing describing a particular product.
  • a product listing 1190 may include an identifier (id) for each of the products.
  • the identifier for a product may be assigned by the consumer-to-business service 110 to uniquely identify the product within an identifier space of the consumer- to-business service 110.
  • each user and business using the consumer-to-business service 110 may be assigned an identifier. All of these identifiers may be within a common identifier space of the consumer-to-business service 110 so that any entity or concept known to the consumer-to-business service 110 may be referenced by its identifier within a unified namespace.
  • Product listings may be stored with reference to the business that may provide them, such as by using the identifier for the business.
  • Product listings may be stored with reference to users that have purchased, rated, owned, recommended, or viewed the product, such as by listing a record of the identifiers for the users.
  • each business may be stored with reference to the products that they provide, such as by using the identifiers for the products.
  • each business may have a distinct identifier associated with its listing of the product or may each use the same identifier for its listing of the product.
  • a product listing may comprise a plurality of information relating to the product, such as pricing information, descriptive information, manufacturer information, availability information, and other relevant information. References to a product, such as for recommendation, suggestion, or ordering may be performed using the identifier for the product.
  • the user profile 1155 may include a messaging affinity based on a messaging history for the user account, wherein determining the one or more recommendations is based on the messaging affinity.
  • a messaging affinity may comprise an automatically- generated strength of the relationship between a user and a product, service, and/or business based on signals relating to the product, service, and/or business in a messaging conversation.
  • a messaging affinity may be stronger for a product or service where a user has expressed an interest in a particular product or server.
  • a messaging affinity may be stronger for a product or service where a user has expressed an interest in a particular type of product corresponding to the product or has expressed an interest in a particular type of service corresponding to the service.
  • a messaging affinity may be stronger for a business where a user has expressed an interest in the business or in a type of business corresponding to the business.
  • the user profile 1155 may comprise a messaging history for the user account, the one or more recommendations based at least in part on the messaging history.
  • One or more recommended products of the plurality of recommended products may be determined based on the one or more recommended products being referenced in the messaging history for the user account.
  • the messaging service 140 may perform a consumer-to-business messaging interaction between the user and a business entity.
  • the recommendation component 1160 may determine a referenced product recommended for a user of the user account in the consumer- to-business messaging interaction and include the referenced product in the one or more recommendations, the consumer-to-business messaging interaction comprising at least part of the user profile 1155.
  • the user context 1145 may comprise at least a geographic location for the client device 120
  • the consumer-to- business messaging interaction may be between the user account and a business entity account
  • the recommendation component 1160 may therefore determine to include the referenced product from the consumer- to-business messaging interaction based at least in part on the business entity account being associated with a business entity geographic location within a geographic search area defined by the geographic location for the client device.
  • the client device 120 may provide a device location 1155 to a location-based service server 1130 which may then provide the device location 1135 to the user context component 1140 for inclusion in the user context 1145.
  • a geographic search area may be defined by the current geographic location received as the device location 1155.
  • the geographic search area may be defined as an area within a defined distance around the geographic location of the client device 120. The defined distance may be determined based on a detected current behavior of the user, such as using a lower defined distance when a user is determined to be walking and a higher defined distance when a user is determined to be driving or riding in a vehicle.
  • the user context 1145 may include at least a geographic location for the client device 120, wherein at least one of the determined recommendations is for an interaction with an entity selected based on being within a geographic search area defined by the geographic location for the client device 120.
  • the user profile 1155 may comprise a plurality of recommended products, the one or more recommendations comprising recommendations to purchase one or more of the recommended products from one or more business entities within a geographic search area defined by the geographic location.
  • the one or more recommendations may comprise one or more
  • the one or more recommendations may comprise one or more recommendations to interact with one or more specific business entities.
  • the one or more recommendations may comprise one or more recommendations to purchase one or more specific products.
  • the one or more recommendations may comprise one or more recommendations to purchase one or more specific products from one or more specific business entities.
  • the products or services suggested to a user may be selected based on an amount that a business is willing to pay to the consumer-to-business service 110 for promotion of their products or services.
  • the recommendation component 1160 may determining a plurality of relevant products based on the user profile 1155 and the user context 1145 and determining the one or more recommendations as highest-paying recommendations of the plurality of relevant products. For example, where a set number of recommendations will be made to the user, that set highest-paying number of relevant products may be suggested.
  • the plurality of relevant products may be determined according to the techniques described herein, such as based on messaging affinity, messaging history, and/or the geographic location of the user as determined through using the location of the client device 120 as a proxy.
  • a user may sometimes be presented with suggestions that relate to the extension, modification, or other option for an existing product, service, or upcoming product to be acquired or service to have received.
  • the recommendation component 1160 may receive a product listing 1190 from a commerce front-end server 190 relating to an existing or upcoming service and suggest the product or service associated with the product listing 1190 to the user. For example, a user about to take an upcoming flight - which may be represented in the user context 1145 - may be delivered an option to upgrade to a higher-quality seat on the flight.
  • the user context 1145 may indicate that the user is about to engage in the upcoming service and the user profile 1155 may indicate that the user has an interest in the sort of option being offered by the business. As such, a user may receive only those promotions that are both relevant to the user and of a type in which they are interested.
  • the consumer portal 150 for the consumer- to-business service 110 may receive a product purchase request 1225 comprising a product listing 1190 from the messaging endpoint 125 of a client device 120.
  • the received product listing 1190 may corresponding to a product listing 1190 initially received from the commerce front-end server 190.
  • the received product listing 1190 may correspond to a selected
  • the selected recommendation comprising one of the one or more recommendations produced by the recommendation component 160 and included in the interface configuration 1170 provided by the recommendation component 160.
  • the logic flow 1300 may retrieve a user profile for the user account at block 1304.
  • an automated response messaging system that empowers administration preemption of a messaging conversation may provide the best of both worlds: the continuous availability of an automated system working in concert with the adaptability of a human administrator.
  • users of the automated response messaging system may receive immediate automated answers when possible and be smoothly transitioned to a human administrator when appropriate, enhancing the utility of messaging with a business via a messaging service.
  • the promoted message 1405 may comprise a messaging control 1410.
  • the messaging control 1410 may empower a user of the client device 120 to initiate a messaging conversation with a business (e.g., a representative for the business) using the messaging service 140.
  • the messaging control 1410 may comprise a messaging call-to- action button that initiates a messaging conversation in relation to the promoted message 1405.
  • the promoted message 1405 may include a availability notification 1415.
  • the availability notification 1415 may indicate whether a
  • An automated messaging interaction may include a chat origination notification 1428 indicating the entry point for the messaging interaction, in case the promoted message 1405.
  • This chat origination notification 1428 may serve to remind the initiating user - such as if they return to the interaction at a later time - of how the interaction began.
  • This chat origination notification 1428 may serve to notify an administrator of how a messaging interaction began if and when they take over control of the interaction from an automated agent.
  • the partially-automated messaging interaction may begin with the same chat origination notification 1428 and automated opening message 1430 as the interaction described with reference to FIG. 14B.
  • the partially-automated messaging interaction may include a user query 1452 that the automated response configuration for the business does not include instructions for responding to. This may result from a keyword-driven automated response configuration not including keywords for the user query 1452, an NLP-driven automated response configuration not recognizing the language used, or to any other failure of the automated response configuration to provide a specific response to the user query 1452.
  • the partially-automated messaging interaction may automatically include a
  • the responsiveness notification 1456 by the consumer-to-business messaging system 100.
  • the responsiveness notification 1456 may be automatically displayed whenever an automated response configuration failures to provide a specific response to the user query 1452 after the displayed of an automated administrator transition message 1454.
  • the responsiveness notification 1456 may indicate an estimated, predicated, typical, or otherwise representative responsiveness for the business.
  • the responsiveness notification 1456 may notify the user of a delay that they should expect before receiving a response from an administrator for the business.
  • a time to respond may be used where one or more administrators are scheduled or determined to be available. Where a schedule or presence information indicates that no administrator is available the responsiveness notification 1456 may instead indicate the next time an administrator is scheduled or expected to be available.
  • FIG. 15A illustrates an embodiment of a user interface 1500 for a messaging endpoint 125 displaying a user comment 1505 on a promoted message 1405.
  • business administrators may only private message a user when the user has opted-in to private messaging from the business, such as may performed when the user interacts with a page for the business in the messaging service 140 and/or social networking service 170.
  • the messaging automation component 1660 may configure an automated response 1685 based on the user profile 1655 in response to the messaging initiation 1675 and transmit the automated response 1685 to the messaging endpoint 125 via the messaging service 140.
  • the automated response 1685 may be generated based on an automated response configuration 1685 received from a commerce front-end server 190 for the business. In some cases, the automated response configuration 1685 may have been created by an administrator interface to the messaging service 140.
  • FIG. 18 illustrates a block diagram of a centralized system 1800.
  • the centralized system 1800 may implement some or all of the structure and/or operations for the system 100 in a single computing entity, such as entirely within a single device 1820.
  • the social networking server devices 1970 may comprise or employ one or more programs that operate to perform various methodologies in accordance with the described embodiments.
  • the social networking server devices 1970 may implement the social networking service 170.
  • communications elements such as a transmitter, receiver, transceiver, radio, network interface, baseband processor, antenna, amplifiers, filters, power supplies, and so forth.
  • the embodiments are not limited to implementation by the communications architecture 2100.
  • Determining whether an embodiment is implemented using hardware elements and/or software elements may vary in accordance with any number of factors, such as desired computational rate, power levels, heat tolerances, processing cycle budget, input data rates, output data rates, memory resources, data bus speeds and other design or performance constraints, as desired for a given implementation.
  • a computer-implemented method may comprise receiving, at a network interface on a commerce intermediary server, an order request package from a client device, the order request package specifying a user account and a commerce account, the user account associated with a user entity in a social graph data structure, the commerce account associated with a commerce entity in the social graph data structure; transmitting the order request package to a commerce front-end server associated with the commerce entity; and creating a commerce edge in the social graph data structure between the user entity and the commerce entity in response to receiving the order request package from the client device, the commerce edge associated with the order request package.
  • a computer-implemented method may further comprise the message package received at the messaging server from the commerce front-end server via the commerce intermediary server.
  • a computer-implemented method may further comprise the order fulfillment package comprising a machine-readable optical label, the machine readable optical label encoding an order identifier assigned to the order request package.
  • a computer-implemented method may further comprise the business application package comprising one or more of address information associated with the commerce entity, contact information associated with the commerce entity, and a product manifest associated with the commerce entity.
  • a computer-implemented method may further comprise the business application package comprising a product manifest associated with the commerce entity, the product manifest comprising a plurality of products, wherein each of the products is associated with a price, wherein one or more of the plurality of products is associated with one or more product options.
  • a computer-implemented method may further comprise receiving a geographic location of the client device; and selecting automatically at least one of the one or more product options based on the received geographic location.
  • a computer-implemented method may further comprise receiving a geographic location for the client device from the client device at a location-based services server; and transmitting the business application package to the client device based on the geographic location corresponding to the commerce entity.
  • a computer-implemented method may further comprise receiving a page follow request for the user account; creating a following edge in the social graph data structure between the user entity and the commerce entity in the social graph data structure; and transmitting the business application package to the client device based on the page follow request.
  • a computer-implemented method may further comprise the order request package comprising a payment configuration record.
  • a computer-implemented method may further comprise receiving a promotion package from the commerce intermediary server, the promotion package defining one or more user selection attributes; selecting the user account based on the user selection attributes; authorizing the transmission of the promotion package to the user account based on commerce edge in the social graph data structure between the user entity and the commerce entity; and messaging the user account with the promotion package based on the authorizing of the transmission of the promotion package.
  • An apparatus may comprise a processor circuit; a network interface; a commerce intermediary server operative on the processor circuit to receive, from the network interface, an order request package from a client device, the order request package specifying a user account and a commerce account, the user account associated with a user entity in a social graph data structure, the commerce account associated with a commerce entity in the social graph data structure; and transmit the order request package to a commerce front-end server associated with the commerce entity; and a social graph data structure component operative to create a commerce edge in the social graph data structure between the user entity and the commerce entity in response to the commerce intermediary server receiving the order request package from the client device, the commerce edge associated with the order request package.
  • the apparatus may be operative to implement any of the computer-implemented methods described herein.
  • a computer-implemented method may comprise receiving a messaging package from a messaging endpoint at a messaging service; performing a natural language processing of the messaging package to determine a response message predicted to correspond to the messaging package; determining an administrator account assigned to respond to the messaging package; and transmitting a form response package to an administrator messaging endpoint for the administrator account, the form response package comprising the response message.
  • a computer-implemented method may further comprise receiving a responding messaging package from the administrator messaging endpoint, the responding messaging package comprising the response message.
  • a computer-implemented method may further comprise the response message comprising one or more dynamic fields, further comprising: retrieving user account information associated with the messaging endpoint; and assigning one or more values to at least one of the one or more dynamic fields based on the user account information.
  • a computer-implemented method may further comprise the natural language processor trained based on a messaging interaction history for the messaging service.
  • a computer-implemented method may further comprise receiving one or more messaging intent keywords from the natural language processor; and retrieving the response message from a response message repository based on the one or more messaging intent keywords.
  • a computer-implemented method may further comprise submitting a plurality of response messages to a natural language processor; receiving an intent keyword mapping from the natural language processor in response to submitting the plurality of response messages to the natural language processor, the intent keyword mapping defining associations between the plurality of response messages and a plurality of intent keywords; and storing the defined associations between the plurality of response messages and the plurality of intent keywords in a response message repository.
  • a computer-implemented method may further comprise receiving a responding messaging package from the administrator messaging endpoint; determining that the responding messaging package is not based on the response message; extracting an administrator-specified response message from the responding messaging package; extracting a user message from the messaging package; submitting the user message and the administrator-specified response message to the natural language processor; receiving an additional keyword mapping from the natural language processor, the additional keyword mapping defining an association between the administrator- specified response message and one or more additional intent keywords; storing the administrator-specified response message in the response message repository; and storing the association between the administrator-specified response message and the one or more additional intent keywords in the response message repository.
  • a computer-implemented method may further comprise receiving a responding messaging package from the administrator messaging endpoint; determining whether the responding messaging package uses the response message; and training the natural language processor based on whether the responding messaging package uses the response message.
  • a computer-implemented method may further comprise the automated commerce interaction comprising a reservation or a purchase.
  • a computer-implemented method may further comprise determining a product object from a product catalog based on at least one the one or more intent keywords and the one or more parameters, the automated commerce interaction incorporating the product object.
  • An apparatus may comprise a processor circuit on a device; a network interface; a commerce intermediary server operative on the processor circuit to receive, from the network interface, a messaging package from a messaging endpoint at a messaging service; perform a natural language processing of the messaging package to determine a response message predicted to correspond to the messaging package;
  • the apparatus may be operative to implement any of the computer-implemented methods described herein.
  • a computer-implemented method may comprise receiving a user context associated with a user account for a messaging service; retrieving a user profile for the user account; determining one or more recommendations based on the user context and the user profile; and configuring a recommendation interface for a messaging endpoint on a client device based on the recommendations, the messaging endpoint associated with the user account for the messaging service.
  • a computer-implemented method may further comprise the user profile comprising a messaging affinity based on a messaging history for the user account, wherein determining the one or more recommendations is based on the messaging affinity.
  • a computer-implemented method may further comprise the user context comprising at least a geographic location for the client device, wherein at least one of the determined recommendations is for an interaction with an entity selected based on being within a geographic search area defined by the geographic location for the client device.
  • a computer-implemented method may further comprise the one or more recommendations comprising one or more recommendations to interact with one or more categories of business entities.
  • a computer-implemented method may further comprise the one or more recommendations comprising one or more recommendations to interact with one or more specific business entities.
  • a computer-implemented method may further comprise the one or more recommendations comprising one or more recommendations to purchase one or more specific products.
  • a computer-implemented method may further comprise the one or more recommendations comprising one or more recommendations to purchase one or more specific products from one or more specific business entities.
  • a computer-implemented method may further comprise the user context comprising at least a geographic location for the client device, the user profile comprising a plurality of recommended products, the one or more recommendations comprising recommendations to purchase one or more of the recommended products from one or more business entities within a geographic search area defined by the geographic location.
  • a computer-implemented method may further comprise the user profile comprising a messaging history for the user account, the one or more recommendations based at least in part on the messaging history.
  • a computer-implemented method may further comprise performing a consumer- to-business messaging interaction in the messaging service; determining a referenced product recommended for a user of the user account in the consumer-to- business messaging interaction; and including the referenced product in the one or more recommendations, the consumer-to-business messaging interaction comprising at least part of the user profile.
  • a computer-implemented method may further comprise the user context comprising at least a geographic location for the client device, the consumer- to-business messaging interaction between the user account and a business entity account, further comprising: determining to including the referenced product from the consumer-to- business messaging interaction based on the business entity account being associated with a business entity geographic location within a geographic search area defined by the geographic location for the client device.
  • a computer-implemented method may further comprise receiving a selected recommendation from the client device, the selected recommendation comprising one of the one or more recommendations; and initiating a messaging conversation in the messaging service between the messaging endpoint on the client device and a provider messaging endpoint associated with the selected recommendation, the messaging conversation automatically including the selected recommendation.
  • a computer-implemented method may further comprise receiving a recommendation acceptance message from the messaging endpoint on the client device regarding acceptance of the selected recommendation; transmitting the recommendation acceptance message to the provider messaging endpoint; and receiving a fulfillment update message from the provider messaging endpoint regarding fulfillment of the selected recommendation.
  • a computer-implemented method may further comprise determining a plurality of relevant products based on the user profile and the user context; and determining the one or more recommendations as highest-paying recommendations of the plurality of relevant products.
  • a computer-implemented method may further comprise determining a plurality of relevant business entities based on the user profile and the user context; and determining the one or more recommendations based on message-open-rates for the user account for the plurality of relevant business entities.
  • An apparatus may comprise a processor circuit on a device; a user context component operative on the processor circuit to manage a user context associated with a user account for a messaging service; a user profile component operative to retrieve a user profile for the user account; and a recommendation component operative to determine one or more recommendations based on the user context and the user profile and configure a recommendation interface for a messaging endpoint on a client device based on the recommendations, the messaging endpoint associated with the user account for the messaging service.
  • the apparatus may be operative to implement any of the computer- implemented methods described herein.
  • a computer-implemented method may comprise receiving a user profile associated with a user account for a messaging service; receiving a messaging initiation from a messaging endpoint on a client device; and configuring an automated response based on the user profile in response to the messaging initiation.
  • a computer-implemented method may further comprise wherein configuring the automated response comprises extracting one or more customization elements from the user profile and basing the automated response on the extracted one or more customization elements, the one or more customization element comprising one or more of a name, an address, a date of birth, and a location.
  • a computer-implemented method may further comprise the messaging endpoint comprising a messaging widget embedded in a third-party webpage, further comprising: performing an automated interaction via the messaging widget based on the configured automated response.
  • a computer-implemented method may further comprise identifying the user account based on a web cookie.
  • a computer-implemented method may further comprise the automated response generated based on at least one of a decision tree and a finite state machine.
  • a computer-implemented method may further comprise the automated response created by an administrator interface to the messaging service.
  • a computer-implemented method may further comprise receiving a commerce transaction instruction as part of the automated response; and initiating a commerce transaction confirmation dialog in response to the commerce transaction instruction.
  • a computer-implemented method may further comprise displaying an advertisement; receiving a user selection of the advertisement; and instantiating the messaging endpoint in response to the user selection of the advertisement.
  • a computer-implemented method may further comprise the automated response selected from a plurality of automated responses based on a delivery address field of the messaging initiation.
  • a computer-implemented method may further comprise performing an automated interaction via the messaging endpoint based on the configured automated response; recording the automated interaction; and displaying the recorded automated interaction via an administrator interface for the automated response.
  • a computer-implemented method may further comprise performing an automated interaction via the messaging endpoint based on the configured automated response; determining that a current state for the automated interaction indicates administrator notification; and transmitting a notification to an administrator account in response to determining that the current state for the automated interaction indicates administrator notification.
  • a computer-implemented method may further comprise determining the administrator account from a plurality of administrator accounts based on user information from the user profile, the user information comprising at least one of a user location and user demographic information.
  • An apparatus may comprise a processor circuit on a device; a user profile component operative on the processor circuit to retrieve a user profile associated with a user account for a messaging service; and a messaging automation component operative to receive a messaging initiation from a messaging endpoint on a client device; and configure an automated response based on the user profile in response to the messaging initiation.
  • the apparatus may be operative to implement any of the computer- implemented methods described herein.
  • At least one computer-readable storage medium may comprise instructions that, when executed, cause a system to perform any of the computer-implemented methods described herein.
  • Coupled and “connected” along with their derivatives. These terms are not necessarily intended as synonyms for each other. For example, some embodiments may be described using the terms “connected” and/or “coupled” to indicate that two or more elements are in direct physical or electrical contact with each other. The term “coupled,” however, may also mean that two or more elements are not in direct contact with each other, but yet still co-operate or interact with each other. [00374] With general reference to notations and nomenclature used herein, the detailed descriptions herein may be presented in terms of program procedures executed on a computer or network of computers. These procedural descriptions and representations are used by those skilled in the art to most effectively convey the substance of their work to others skilled in the art.
  • a procedure is here, and generally, conceived to be a self-consistent sequence of operations leading to a desired result. These operations are those requiring physical manipulations of physical quantities. Usually, though not necessarily, these quantities take the form of electrical, magnetic or optical signals capable of being stored, transferred, combined, compared, and otherwise manipulated. It proves convenient at times, principally for reasons of common usage, to refer to these signals as bits, values, elements, symbols, characters, terms, numbers, or the like. It should be noted, however, that all of these and similar terms are to be associated with the appropriate physical quantities and are merely convenient labels applied to those quantities.
  • the manipulations performed are often referred to in terms, such as adding or comparing, which are commonly associated with mental operations performed by a human operator. No such capability of a human operator is necessary, or desirable in most cases, in any of the operations described herein which form part of one or more embodiments. Rather, the operations are machine operations. Useful machines for performing operations of various embodiments include general purpose digital computers or similar devices.
  • Various embodiments also relate to apparatus or systems for performing these operations.
  • This apparatus may be specially constructed for the required purpose or it may comprise a general purpose computer as selectively activated or reconfigured by a computer program stored in the computer.
  • the procedures presented herein are not inherently related to a particular computer or other apparatus.
  • Various general purpose machines may be used with programs written in accordance with the teachings herein, or it may prove convenient to construct more specialized apparatus to perform the required method steps. The required structure for a variety of these machines will appear from the description given.

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