公开(公告)号：US09294719B2

公开(公告)日：2016-03-22

申请号：US14320391

申请日：2014-06-30

Applicant: salesforce.com, inc.

Inventor： Gavin Andrew Ross Uhma ,  Allen Jeremy Wright ,  Adam William Dennis ,  Nicholas Christopher Ksiezopolski

IPC: H04N7/14 ,  H04N21/431 ,  H04N21/439 ,  G06F3/0484

CPC classification number: G06F3/0481 ,  G06F3/0487 ,  G06F3/167 ,  H04L12/1895 ,  H04L65/4069 ,  H04L67/16 ,  H04L67/32 ,  H04N7/147

Abstract: In accordance with disclosed embodiments, there are provided systems, methods, and apparatuses for implementing in-app live support functionality. According to a particular embodiment such an apparatus may be embodied by a user client device which includes, for example: a processor and a memory to execute instructions at the user client device; an application to execute upon the user client device via the processor and the memory; a graphical interface; an audio interface; a communications interface to communicatively link the user client device with a remote service over a network; the graphical interface to receive a user event within the application triggering a user initiated service call to the remote service via the network; the communications interface to receive an audio and video stream from the remote service via the network responsive to the triggering of the user initiated service call, the audio and video stream displaying at least video of a customer service agent and establishing two way audio communication between the user client device and the remote service; and wherein the communications interface further transmits audio captured at the user client device to the remote service and transmits a representation of the application as displayed via the graphical interface of the user client device to the remote service. Other related embodiments are disclosed.

Abstract translation: 根据所公开的实施例，提供了用于实现应用内实时支持功能的系统，方法和装置。 根据特定实施例，这样的装置可以由用户客户端设备实现，该用户客户端设备包括例如：处理器和用于在用户客户端设备处执行指令的存储器; 用于经由所述处理器和所述存储器在所述用户客户端设备上执行的应用; 图形界面; 音频接口; 通信接口，用于通过网络将用户客户端设备与远程服务通信地链接; 用于在应用程序内接收用户事件的图形界面触发通过网络向远程服务发起的用户发起的服务呼叫; 所述通信接口响应于所述用户发起的服务呼叫的触发，经由所述网络从所述远程服务接收音频和视频流，所述音频和视频流至少显示客户服务代理的视频，并且在所述音频和视频流之间建立双向音频通信 用户客户端设备和远程服务; 并且其中所述通信接口还将在所述用户客户端设备处捕获的音频发送到所述远程服务，并且将经由所述用户客户端设备的图形界面显示的所述应用的表示发送到所述远程服务。 公开了其他相关实施例。

公开(公告)号：US20150381931A1

公开(公告)日：2015-12-31

申请号：US14320391

申请日：2014-06-30

Applicant: salesforce.com, inc.

Inventor： Gavin Andrew Ross Uhma ,  Allen Jeremy Wright ,  Adam William Dennis ,  Nicholas Christopher Ksiezopolski

IPC: H04N7/14 ,  H04N21/439 ,  G06F3/0484 ,  H04N21/431

CPC classification number: G06F3/0481 ,  G06F3/0487 ,  G06F3/167 ,  H04L12/1895 ,  H04L65/4069 ,  H04L67/16 ,  H04L67/32 ,  H04N7/147

Abstract: In accordance with disclosed embodiments, there are provided systems, methods, and apparatuses for implementing in-app live support functionality. According to a particular embodiment such an apparatus may be embodied by a user client device which includes, for example: a processor and a memory to execute instructions at the user client device; an application to execute upon the user client device via the processor and the memory; a graphical interface; an audio interface; a communications interface to communicatively link the user client device with a remote service over a network; the graphical interface to receive a user event within the application triggering a user initiated service call to the remote service via the network; the communications interface to receive an audio and video stream from the remote service via the network responsive to the triggering of the user initiated service call, the audio and video stream displaying at least video of a customer service agent and establishing two way audio communication between the user client device and the remote service; and wherein the communications interface further transmits audio captured at the user client device to the remote service and transmits a representation of the application as displayed via the graphical interface of the user client device to the remote service. Other related embodiments are disclosed.

Abstract translation: 根据所公开的实施例，提供了用于实现应用内实时支持功能的系统，方法和装置。 根据特定实施例，这样的装置可以由用户客户端设备实现，该用户客户端设备包括例如：处理器和用于在用户客户端设备处执行指令的存储器; 用于经由所述处理器和所述存储器在所述用户客户端设备上执行的应用; 图形界面; 音频接口; 通信接口，用于通过网络将用户客户端设备与远程服务通信地链接; 用于在应用程序内接收用户事件的图形界面触发通过网络向远程服务发起的用户发起的服务呼叫; 所述通信接口响应于所述用户发起的服务呼叫的触发，经由所述网络从所述远程服务接收音频和视频流，所述音频和视频流至少显示客户服务代理的视频，并且在所述音频和视频流之间建立双向音频通信 用户客户端设备和远程服务; 并且其中所述通信接口还将在所述用户客户端设备处捕获的音频发送到所述远程服务，并且将经由所述用户客户端设备的图形界面显示的所述应用的表示发送到所述远程服务。 公开了其他相关实施例。

公开(公告)号：US10802661B2

公开(公告)日：2020-10-13

申请号：US15055488

申请日：2016-02-26

Applicant: salesforce.com, inc.

Inventor： Gavin Andrew Ross Uhma ,  Allen Jeremy Wright ,  Adam William Dennis ,  Nicholas Christopher Ksiezopolski

IPC: G06F3/0481 ,  H04N7/14 ,  H04L12/18 ,  G06F3/0487 ,  G06F3/16 ,  H04L29/06 ,  H04L29/08

Abstract: In accordance with disclosed embodiments, there are provided systems, methods, and apparatuses for implementing in-app live support functionality. According to a particular embodiment such an apparatus may be embodied by a user client device which includes, for example: a processor and a memory to execute instructions at the user client device; an application to execute upon the user client device via the processor and the memory; a graphical interface; an audio interface; a communications interface to communicatively link the user client device with a remote service over a network; the graphical interface to receive a user event within the application triggering a user initiated service call to the remote service via the network; the communications interface to receive an audio and video stream from the remote service via the network responsive to the triggering of the user initiated service call, the audio and video stream displaying at least video of a customer service agent and establishing two way audio communication between the user client device and the remote service; and wherein the communications interface further transmits audio captured at the user client device to the remote service and transmits a representation of the application as displayed via the graphical interface of the user client device to the remote service. Other related embodiments are disclosed.

公开(公告)号：US20160179298A1

公开(公告)日：2016-06-23

申请号：US15055488

申请日：2016-02-26

Applicant: salesforce.com, inc.

Inventor： Gavin Andrew Ross Uhma ,  Allen Jeremy Wright ,  Adam William Dennis ,  Nicholas Christopher Ksiezopolski

IPC: G06F3/0481 ,  H04L29/06 ,  H04L29/08 ,  G06F3/16 ,  G06F3/0487

CPC classification number: G06F3/0481 ,  G06F3/0487 ,  G06F3/167 ,  H04L12/1895 ,  H04L65/4069 ,  H04L67/16 ,  H04L67/32 ,  H04N7/147

Abstract: In accordance with disclosed embodiments, there are provided systems, methods, and apparatuses for implementing in-app live support functionality. According to a particular embodiment such an apparatus may be embodied by a user client device which includes, for example: a processor and a memory to execute instructions at the user client device; an application to execute upon the user client device via the processor and the memory; a graphical interface; an audio interface; a communications interface to communicatively link the user client device with a remote service over a network; the graphical interface to receive a user event within the application triggering a user initiated service call to the remote service via the network; the communications interface to receive an audio and video stream from the remote service via the network responsive to the triggering of the user initiated service call, the audio and video stream displaying at least video of a customer service agent and establishing two way audio communication between the user client device and the remote service; and wherein the communications interface further transmits audio captured at the user client device to the remote service and transmits a representation of the application as displayed via the graphical interface of the user client device to the remote service. Other related embodiments are disclosed.