Patent ID: 9432468
Filing Date: 2016-08-30
CPC Classification: G06F,G06Q,H04L

Claim Text:
1. A computer-implemented method, comprising: providing, by a server device, a toolbar including one or more cells for displaying content resources, wherein the toolbar is dynamically generated and persistently displayed as an additional window over one or more webpages of a website; providing a plurality of content resources, wherein the plurality of content resources include resources of different content types, wherein at least one content resource includes a real-time interactive element that facilitates a chat communication with an available agent, and wherein an agent is available when the agent is available to participate in the chat communication and has a skill specified by the website; dynamically updating display and content type of content resources presented in cells of the toolbar, wherein the display and content type of the content resources are dynamically updated in real-time as activities are performed on the website and as content of the website changes, wherein the display and content type of the content resources are dynamically updated using one or more content resource rules, and wherein the one or more content resource rules control a type of content resource to present in the toolbar based on one or more activities performed on one or more webpages of a website and based on content of the one or more webpages; receiving a request for a content resource, wherein the request is based on one or more detected activities performed on the one or more webpages of the website; selecting a content resource rule according to the one or more detected activities performed on the one or more webpages of the website, wherein the content resource rule is evaluated to determine whether to provide a real-time interactive element that facilitates a chat communication; using the selected content resource rule to determine whether one or more agents are available to participate in a chat communication, wherein the selected content resource rule is further used to determine whether the one or more agents have a skill specified by the website; dynamically selecting a content resource using the selected content resource rule when the one or more agents are determined to be available to participate in a chat communication and to have the skill specified by the website, wherein the content resource includes a real-time interactive element that facilitates a chat communication between an agent device of an available agent having the skill and a customer device; providing the selected content resource for presentation in at least one of the cells of the toolbar displayed over the one or more webpages, wherein content resources of different content types are presented within different cells of the toolbar, and wherein selection of the real-time interactive element facilitates a chat communication between an agent device associated with an available agent and a customer device; receiving, by the server device, input corresponding to selection of the real-time interactive element; and facilitating, by the server device, the chat communication between the customer device and the agent device of the available agent having the skill.