公开(公告)号：US09874990B2

公开(公告)日：2018-01-23

申请号：US13762725

申请日：2013-02-08

Applicant: Oracle International Corporation

Inventor： Igor Khalatian

IPC: G06F3/0481 ,  G06Q50/00

CPC classification number: G06F3/0481 ,  G06Q50/01

Abstract: During a co-browsing session between a host computer and an agent computer, a co-browsing window is displayed on a display screen of the host computer. To facilitate concurrent chat messaging, a web browser running on the host computer displays a first chat window at a first area of the display screen. A second chat window is generated based on the first chat window. The first chat window is removed from display at the first area of the display screen, and the second chat window is displayed at a second area of the display screen where the second chat window obstructs less of the co-browsing window than the first chat window did before the first chat window was removed from display at the first area of the display screen.

公开(公告)号：US10671337B2

公开(公告)日：2020-06-02

申请号：US14865711

申请日：2015-09-25

Applicant: ORACLE INTERNATIONAL CORPORATION

Inventor： Igor Khalatian ,  Albert Manukyan

IPC: G06Q10/10 ,  G06F3/147 ,  G06F16/954 ,  G06F3/14 ,  H04L12/18 ,  G06F9/54

Abstract: Embodiments of the invention provide systems and methods for automatic or adaptive sizing of a customer service agent's co-browsing view of a contact's user interface. According to one embodiment, at least a portion of the agent's interface in which the customers interface is presented can be resized so that the agent's view matches the customer's view, e.g., one-to-one. This sizing of the agent's view may be performed automatically, when the co-browsing view of the customer's interface is first presented to the agent or, according to one embodiment, may be toggled on and off by the agent, e.g., by the agent selecting a button or other control presented in the agent's interface. In this way, embodiments allow the agent to see exactly the same view of the web site as the customer sees in the customer's interface regardless of the device or screen size used by the customer.

公开(公告)号：US10038788B1

公开(公告)日：2018-07-31

申请号：US15590543

申请日：2017-05-09

Applicant: Oracle International Corporation

Inventor： Igor Khalatian

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04L29/06 ,  H04L12/24 ,  H04M7/00 ,  H04M3/523

CPC classification number: H04M3/5191 ,  G06Q10/10 ,  H04L41/5064 ,  H04L65/1069 ,  H04L65/60 ,  H04M3/5233 ,  H04M7/0042

Abstract: A method for self-learning adaptive routing can include receiving a contact along with a sequence of events from a customer via a graphical user interface on a web page within a browser window. A universal resource locator (“URL”) of the web page can be captured and mapped with the sequence of events to the contact. A matching routing rule can be used to route the contact to an appropriate customer service queue. An agent associated with the customer service queue can view a co-browsing preview of the customer's desktop, which the agent can use to transfer the contact to a different customer service queue. A machine learning algorithm can create a new routing rule based on the URL of the web page, the sequence of events, the co-browsing preview, the second routing, and the determination that the second agent associated with the second customer service queue resolved the contact.

公开(公告)号：US09967399B2

公开(公告)日：2018-05-08

申请号：US14851268

申请日：2015-09-11

Applicant: ORACLE INTERNATIONAL CORPORATION

Inventor： Igor Khalatian ,  Albert Manukyan ,  Hayk Baghdasaryan

IPC: H04M3/00 ,  H04M3/51 ,  H04L29/06 ,  H04M7/00 ,  H04M3/523 ,  H04L12/24 ,  H04L12/66

CPC classification number: H04M3/5191 ,  H04L41/5064 ,  H04L65/1069 ,  H04L65/60 ,  H04M3/5233 ,  H04M7/0027 ,  H04M7/0033 ,  H04M7/0042

Abstract: Embodiments of the invention provide systems and methods for providing a co-browsing preview of a queued contact. According to one embodiment, providing a co-browsing preview of a queued contact can comprise receiving a contact from a customer, selecting an agent from a plurality of agents based at least in part on the contact and a defined set of skills for each of the agents, and assigning the contact to the selected agent. Assigning the contact to the selected agent can comprise placing the contact into a queue for the selected agent. A live, real-time co-browsing preview of a current user interface of the customer can be provided to the selected agent while the contact is assigned to the selected agent's queue and before the customer is connected to the selected agent.