Virtual agent proxy in a real-time chat service

Techniques are disclosed for implementing real-time chat systems including virtual agents as chat participants, and more specifically, to the use of a virtual agent proxy in a real-time chat service. Certain techniques are disclosed that allow for seamless chat transitions between virtual agents and live agents. A chat server may include a virtual agent (VA) proxy module. The VA proxy module intercepts messages received at the chat server from end users, forwards them to virtual agents, and posts responses from the virtual agents back to be displayed to the corresponding end users. The VA proxy module thereby loosely couples virtual agents to the chat server, allowing the virtual agents to participate in chats just as live agents do. The chat server may determine that chat escalations and de-escalations are to occur, and can provide a full transcript of the chat to new chat participants.

FIELD

Embodiments of the invention relate to the field of computing systems; and more specifically, to the use of a virtual agent proxy in a real-time chat service for seamless transitions between virtual agents and live agents.

BACKGROUND

With advances in the field of natural language processing and voice recognition, the implementation of virtual assistants (also referred to herein as “virtual agents” or “VAs”) has flourished, allowing users to have access to personalized services that previously could only be provided by a real human. For example, some telephonic virtual agents provide static and/or dynamic information to the users via audio communications over a telephone call. Other virtual agents execute on user computing devices, such as smartphones and tablet computers, and provide access to a variety of services. For example, Siri® is a virtual agent available on some devices from Apple Computers, Inc., and the applications Google Now™ and several other virtual agents can be installed on user computing devices. Another type of virtual agent is utilized within the context of a real-time chat, such as a text or audio chat occurring at a merchant's website between a consumer and a representative of the merchant.

Some virtual agents are programmed to assist a user in performing various tasks. For example, a virtual agent may be programmed to send electronic messages, make appointments, place phone calls, and get directions. In completing such tasks, the virtual agent may interact with other applications (e.g., an email client) and may search for information either locally (e.g., from a user's electronic address book) or via one or more networks (e.g., from the World Wide Web, or Internet).

In the context of real-time chats, virtual agents are often configured to provide “self-service” content to consumers by providing answers to common questions. These virtual agent (VA) solutions are deployed to represent brands and to serve as an online customer service representative to guide the consumer to find information and answer their questions.

However, with many virtual agents, when an interaction is not successful (i.e., the VA is unable to understand or answer a user's question), the user may be redirected to other support channels. For example, some virtual agents in a real-time chat may respond to a customer question by stating, “Sorry, I couldn't answer your question, please call customer service at 1-800- . . . ” In other real-time chat implementations, when a virtual assistant is unable to assist a consumer, the consumer is redirected to another real-time chat with a “live” agent (i.e., a human), and must begin describing the situation to provide context for their questions all over again. In these scenarios, the consumer begins a real-time chat with a VA with the intention of solving their issue in real-time, but then needs to leave that conversational channel to continue the support interaction, mostly restarting the interaction from scratch, which ultimately creates a very poor customer experience.

Some approaches to eliminating the problems associated with imperfect virtual agents have been developed. For example, one approach involves building an integration between virtual agent technology and a live chat through “Guided Assistance” based on decision trees, which are used to present information to users in a human-like conversational form (or, as a knowledge search). When an escalation point is reached in the decision tree (i.e., a point in which the virtual agent may no longer provide assistance), a link (or URL) is presented to the user to allow the user to “escalate” to a live chat agent. This chat link, when selected by the user, opens a new chat module on the user's screen, and at most passes the last question asked by the consumer to the live chat agent. However, this approach keeps the virtual agent and the live agent separated from each other, and the live agent is, at most, only aware of a last question (or statement) entered by the consumer and is unaware of what has been discussed. Additionally, the live agent (or another human user, such as a supervisor) has no real visibility into what the virtual agent is doing with real consumers, or how well they are performing. Another approach includes utilizing virtual agents on the “backend” of a chat, such that the virtual agent does not directly interact with a consumer, but instead the virtual agent provides suggested responses to the live agent, which are only visible to the live chat agent. However, this approach does not fully utilize the original stated benefit of virtual agents, which is the reduction of the need for humans to be available to service routine consumer interactions.

Accordingly, there is a need for utilizing virtual agents within automated support channels with human-assisted customer support tools to provide flexible, economical, easily-managed, and effective chat-based assistance to consumers.

BRIEF SUMMARY

The present disclosure relates generally to real-time chat systems including virtual agents as chat participants, and more specifically, to the use of a virtual agent proxy in a real-time chat service. Certain techniques are disclosed that allow for seamless chat transitions between virtual agents and live agents.

In some embodiments, a chat server comprises a virtual agent (VA) proxy module. In certain embodiments, for a chat including at least an end user and a virtual agent, the VA proxy module intercepts messages received at the chat server from the end user, forwards them to the virtual agent, and posts responses from the virtual agents back to be displayed at a chat dialog. Accordingly, in some embodiments the VA proxy module allows virtual agents to be loosely coupled with the chat server, and thus participate in chats just as a live agent would. In some embodiments, the VA proxy module comprises a proxy thread inside the chat server.

According to some embodiments, the chat server is configured to determine whether an “escalation” of the chat—e.g., when a live agent is to be added to a chat—is to occur. For example, an escalation may involve adding a live agent to a chat previously between an end user and a virtual agent. As another example, an escalation may involve adding a different live agent (e.g., a live agent in a supervisor role, for example) to a chat previously between an end user and a first live agent. Similarly, according to some embodiments the chat server may be configured to determine whether a “de-escalation” of the chat is to occur. A de-escalation may involve adding a virtual agent to a chat previously between an end user and a live agent, and/or may involve adding a different live agent to a chat previously between another live agent and an end user. In various embodiments, the addition of a “new” agent—whether live or virtual—may or may not coincide with a removal of a previous agent.

According to some embodiments, a method performed by a chat server executing at a computing device is described for providing a real-time chat service using a virtual agent proxy. In some embodiments, the method includes receiving, at the chat server, a first message for a chat from a client device of an end user. The chat involves multiple chat participants including at least the end user and a virtual agent. The method further includes updating a chat log based upon the first message, and sending the first message to the virtual agent via the virtual agent proxy. The method also includes receiving a second message via the virtual agent proxy that was originated by the virtual agent in response to the first message, updating the chat log based upon the second message, and sending the second message to the client device. The method also includes determining that the chat is to be escalated from the virtual agent to a live agent, and causing a full transcript of the chat log to be transmitted to a second client device utilized by the live agent. The full transcript includes at least the first message and the second message. In some embodiments, the full transcript of the chat log is output to the live agent via a display device, thereby providing a history of the chat—prior to the entry of the live agent to the chat—to the live agent.

According to some embodiments, a non-transitory computer readable storage medium stores instructions that, when executed by one or more processors of a computing device, causing the computing device to implement a chat server and perform operations. In some embodiments, the operations cause the computing device to provide a real-time chat service using a virtual agent proxy. In some embodiments, the operations include receiving, at the chat server, a first message for a chat from a client device of an end user. The chat involves multiple chat participants including at least the end user and a virtual agent. The operations further include updating a chat log based upon the first message, and sending the first message to the virtual agent via the virtual agent proxy. The operations also include receiving a second message via the virtual agent proxy that was originated by the virtual agent in response to the first message, updating the chat log based upon the second message, and sending the second message to the client device. The operations also include determining that the chat is to be escalated from the virtual agent to a live agent, and causing a full transcript of the chat log to be transmitted to a second client device utilized by the live agent. The full transcript includes at least the first message and the second message. In some embodiments, the full transcript of the chat log is output to the live agent via a display device, thereby providing a history of the chat—prior to the entry of the live agent to the chat—to the live agent.

DETAILED DESCRIPTION

The present disclosure relates generally to real-time chat systems including virtual agents as chat participants. In certain embodiments, a chat server provides chat functionalities for one or more participants including an end user and one or more representatives. The one or more representatives may include a virtual agent, a live agent, or various combinations thereof. The chat server may also allow for live agents in a supervisory role, and these live agents may or may not be visible to other participants of the chat.

In some embodiments, a user browses a website of a merchant using a browser executing on a client device and is presented with a user interface input element. Upon a selection of the user interface input element by the user, a chat user interface module may be launched by the client device and a chat initialization message may be transmitted to a chat server. The chat server may be executed at a same computing device as the merchant webserver providing the website or at a completely different computing device, which may be geographically separate and/or operated by a different entity. In an embodiment, the chat server, upon receipt of the chat initialization message, determines a chat queue for the new chat. The chat queue may be determined in a variety of ways, including selecting a queue based upon a particular webpage that the user was browsing when launching the chat (e.g., selecting a “television” chat queue when the browser was viewing a merchant page advertising a television), selecting a queue associated with a product or category of products associated with the user-browsed webpage, selecting a queue based upon a “topic” indicated by the user when initiating the chat (e.g., via a user interface input element such as a text box or drop-down menu), etc.

In some embodiments, the chat server comprises a virtual agent (VA) proxy module. In certain embodiments, for a chat including at least an end user and a virtual agent, the VA proxy module intercepts messages received at the chat server from the end user, forwards them to the virtual agent (e.g., via a virtual agent API), and then posts responses from the virtual agents (e.g., received via the virtual agent API) back to be displayed at the chat dialog. Accordingly, the VA proxy module allows virtual agents to be loosely coupled with the chat server, and thus participate in chats just as a live agent would. In some embodiments, the VA proxy module comprises a proxy thread inside the chat server.

In certain embodiments, the chat server updates a chat log of the chat based upon messages received from the end user and messages received from the one or more virtual or live agent representatives. The chat log may include one or more of: the text of each message (i.e., a “transcript” of the chat), metadata for each message (e.g., a date and/or time of the message, a user identifier associated with a message, a network address of the end user or agent), and/or indications of chat events (e.g., a beginning or ending of a chat time/date, an indicator of an escalation of a chat from a virtual agent to a live agent, an indicator of a de-escalation of the chat from a live agent back to a virtual agent, an indicator of an addition or removal of a user/agent to the chat, an indicator of an assignment of the chat to a particular chat queue, an acceptance or denial from an agent of an invitation to participate in the chat, etc.).

According to some embodiments, the chat server is configured to determine whether an “escalation” of the chat—e.g., when a live agent is to be added to a chat—is to occur. For example, an escalation may involve adding a live agent to a chat previously between an end user and a virtual agent. As another example, an escalation may involve adding a different live agent (e.g., a live agent in a supervisor role, for example) to a chat previously between an end user and a first live agent.

Similarly, according to some embodiments the chat server may be configured to determine whether a “de-escalation” of the chat is to occur. A de-escalation may involve adding a virtual agent to a chat previously between an end user and a live agent, and/or may involve adding a different live agent to a chat previously between another live agent and an end user. In various embodiments, the addition of a “new” agent—whether live or virtual—may or may not coincide with a removal of a previous agent.

In some embodiments, a virtual agent is configured to determine that an escalation is required and transmit an escalation indicator to the chat server. The escalation indicator may be sent in a special-purpose message sent by the virtual agent to the chat server, or it may be transmitted within a typical chat message commonly transmitted back to the chat server. In some embodiments, the chat server determines that the escalation is required upon receipt of the escalation indicator from the virtual agent.

In some embodiments, the chat server is configured to determine that an escalation is required based upon an analysis of one or more messages received from the end user and/or virtual agent for a chat. In an embodiment, an administrator (e.g., of a merchant using the chat service provided by the chat server) configures one or more escalation rules indicating conditions when a chat is to be escalated from a virtual agent to a live agent. Thus, if the analysis of the one or more messages triggers one of the escalation rules, the chat server determines that the escalation is required. In some embodiments, the one or more escalation rules are utilized by the virtual agent(s), and a similar analysis occurs on the part of the virtual agent to determine if an escalations is required, and thus, provide the escalation indicator to the chat server.

According to certain embodiments, the one or more escalation rules may be based upon the messages sent by the chat participants and/or the actions (or inactions) of the chat participants. As described above, in some embodiments the escalation rules are processed by the chat server itself, and in some embodiments the escalation rules are processed by the virtual agent, and in further embodiments both the chat server and the virtual agent process certain escalation rules to determine when chat escalation is needed.

As one example, in some embodiments, an escalation rule may be configured such that when a particular number (e.g., two consecutive, or two out of the last three, for example) of messages are received from an end user with a same intent, an escalation is to occur. A “same intent” may be determined based upon same (or similar) results generated an application of natural language processing techniques of the messages, or simply identifying a particular number of repeated words or phrases within the messages. Of course, many other ways to determine commonality between two or more messages are known to those of skill in the art and may be readily derived.

As another example, in some embodiments, an escalation rule may be configured such that when a request from an end user to escalate the chat is received, the rule is triggered and escalation is determined to be required. In some embodiments, the user is presented with a user interface input element (e.g., a button, link, etc.) allowing the user to request an escalation to a live agent by selecting that user interface input element, and in some embodiments if the user asks for a live agent (e.g., asks to speak with a “human” or “real person”, etc.) in a chat message, the rule is triggered and escalation is determined to be required.

As another example, in some embodiments, an escalation rule may be configured to cause a chat escalation when a virtual agent is slow to respond (i.e., a “chat event” has occurred where the virtual agent has not responded in a particular period of time) or cannot provide an answer to a particular number of user questions (e.g., one question, two questions, two out of five questions, etc.). As another example, an escalation rule may be configured based upon an inclusion, within a user message (or even an agent message), of a particular word or phrase. For example, a merchant may configure an escalation rule such that anytime a user message includes the word “premium” or “upgrade”, or an escalation rule may be configured to be triggered anytime a virtual agent message includes the phrase “I'm sorry” or “I don't understand.”

Of course, in certain embodiments the set of escalation rules may be flexibly defined to define many different types of logical conditions, which may be based upon the content of messages, chat events, and external events. As another example of a chat event, an escalation rule may be configured to be triggered when a chat has continued for a particular amount of time (e.g., three minutes, five minutes, etc.). As an example of an external event, in some embodiments one or more live agents may “monitor” a chat—perhaps invisible to the active chat participants—and transmit a message to the chat server indicating a request for the monitoring chat agent to become an active chat participant. The receipt of such a message, by the chat server, may be referred to as an “external event” as it is not directly caused by an action or inaction of an “active” chat participant.

As described previously, in some embodiments a chat server may determine an escalation is to occur from one live agent to another live agent, which may rely upon any of the same configurations presented above with respect to virtual-to-live agent transitions. For example, a live agent may send an escalation indication to the chat server (e.g., indicating a request to add an additional live agent) or the chat server itself may determine that an escalation is to occur, which may be based upon configurable escalation rules.

In various embodiments, the new agent to be added into the chat per an escalation or de-escalation can be selected in a variety of ways. In some embodiments, one or more agents are associated with a particular chat queue of the chat, and one of these agents may be selected according to a configuration, such as selecting one randomly, selecting an agent deemed “available”, selecting an agent based upon a “role” of the agent (e.g., a supervisory agent), etc. In some embodiments, the escalating agent (e.g., the virtual agent or live agent) may identify a requested agent to be added and include an identification of this agent as part of the escalation (or de-escalation) identifier it sends to the chat server.

Accordingly, embodiments of the invention provide many advantages. In embodiments providing virtual agent conversational responses within a same chat dialog used for live agent chat, embodiments provide the added, and differentiating, benefit of allowing for the seamless escalation/transfer of a virtual assistant interaction to a live chat agent. Thus, in certain embodiments the end user is able to stay within a same chat dialog throughout the entire service interaction, which provides a better experience for the website visitor by ensuring that all of the information about the visitor, including contextual information from their web session and the entire text transcript of their conversation with the virtual assistant, can be quickly and easily passed to a live chat agent when further assistance is required. By preserving contextual information the consumer can be assured they will not have to repeat information already provided. Thus, embodiments provide seamless transitions from a virtual assistant to a live chat agent via escalation when a virtual assistant cannot resolve an issue, thereby increasing the likelihood that the end user's issue is resolved. Similarly, embodiments provide seamless transitions from a live chat agent back to a virtual assistant, such as when the live chat agent has resolved the end user issue through human interaction, to “wrap up” the chat interaction with common and straightforward business processes.

Accordingly, embodiments of the invention feature a shared message cache maintained at the backend that provides the ability to store and recall all messages of an end user conversation, whether it took place with a virtual assistant, a live chat agent, or both. This common message log may be stored in a variety of ways, such as using a distributed fault-tolerant cache, allowing for conversations to be reconstructed in the event of certain system failures such as a virtual agent “crashing.” Thus, embodiments enhance network resiliency, as if any party to a chat suddenly exits (e.g., an end user briefly leaves, a virtual agent goes offline, etc.) the chat may be re-opened and/or a new agent can be easily substituted into an existing chat.

Further, embodiments of the invention provide simple and/or configurable escalation rules to allow the system to recognize when a virtual assistant is unable to satisfy a visitor's question/issue and flexible configuration to define options for continued support. Thus, embodiments enable powerful, configurable escalation paths to be configured via sets of escalation rules.

Embodiments of the invention also provide simplicity of administration and implementation of a chat service due to consistent functionality between providing consumers with a virtual assistant offering and live chat agent offering. For example, embodiments allow an administrator to configure product, category and custom data fields to determine which live agent or virtual agent pool (e.g., which chat queues) to assign to the chat interaction. Additionally, embodiments provide simultaneous insight into both virtual and live agent performance by enabling data for real-time dashboards and/or historical reporting to thereby monitor and audit the outcomes of the chat representatives.

Moreover, embodiments of the invention provide a modular chat server that can generically operate using different virtual agent or live agent entities. Thus, through use of the virtual agent proxy module, one or more different virtual agents may seamlessly be used in a same chat system, and chats may even seamlessly be shifted from one type of virtual agent to another type of virtual agent. Additionally, embodiments provide a chat system with tremendous scalability, as the increased processing (e.g., computational, network, storage, etc.) load placed upon the chat server and/or virtual agent proxy when adding additional agents is negligible, no matter whether the added agents are virtual or live.

Thus, embodiments of the invention provide a chat service that covers contact center service gaps, qualifies the end-user into chat channels and shortens handling time—by, for example, shifting the bulk of the data collection tasks normally reserved for a live agent to the responsibility of a virtual agent. Further, embodiments allow for multiple “personas” or roles to be utilized, such as a live agent, a supervisor (e.g., performing workforce management tasks such as monitoring live agent performance), coaching supervisors (e.g., monitoring real-time chat performance dashboards, silently observe existing chats, or visibly join existing chats), etc.

While certain embodiments are disclosed describing how the improved real-time chat server utilizing a virtual agent proxy can be used as part of a chat dialog within webpages of a merchant, this is not intended to be restrictive. In addition to webpages of merchants, the system may be utilized with other types of websites (e.g., not associated with a merchant) or other types of applications (e.g., special-purpose “apps”), and thus the teachings disclosed herein can also be applied to other types of software-based applications and environments. Thus, the teachings are applicable to any application that may benefit from utilizing virtual agents in a real-time or substantially real-time chat usage scenario.

I. Exemplary Real-Time Chat Service Systems

FIG. 1illustrates a simplified high level block diagram and conceptual overview of an improved real-time chat service system100utilizing a virtual agent proxy (e.g., virtual agent proxy module108) according to some embodiments of the present invention. As illustrated, the improved real-time chat service system100presents a network environment comprising a client device104(utilized by end user106) that is communicatively coupled via one or more communication networks110to a chat server102. The chat server102provides real-time chat functionalities by routing communications between the end user106, one or more live agents116A-116J (via non-illustrated computing devices), a supervisor live agent116K (via a non-illustrated computing device), and/or one or more virtual agents114A-114N, which may be software modules executing at one or more computing devices. However, the embodiment depicted inFIG. 1is merely one example and is not intended to unduly limit the claimed embodiments of the present invention. Thus, one of ordinary skill in the art would recognize many possible variations, alternatives, and modifications to this illustrated system100. For example, there may be more or fewer user computing devices and/or servers than shown inFIG. 1.

The client device104, and other computing devices used in this system (e.g., computing devices used by live agents116A-116K and/or implementing virtual agents114A-114N and/or merchant server112), may be of various different types including, but not limited to, personal computers (PCs), desktops, mobile or handheld devices such as laptops, mobile phones, tablets, etc., and other types of devices. The communication networks110facilitate communications between the client device104and chat server102, and may also facilitate communications between the chat server102and the live agents116A-116K, virtual agents114A-114N, and/or merchant server112. The one or more communication networks110can include networks of various types, each possibly including one or more networking devices or equipment including but not limited to network switches, routers, bridges, load balancers, etc. Examples of one or more communication networks110include, without restriction, the Internet, a wide area network (WAN), a local area network (LAN), an Ethernet network, a public or private network, a wired network, a wireless network, a virtual network, etc., and combinations thereof. Different communication protocols may be used to facilitate the communications through the one or more communication networks110including both wired and wireless protocols such as the IEEE (Institute of Electrical and Electronics Engineers) 802 suite of protocols, Internet Protocol (IP), TCP/IP (Transmission Control Protocol/Internet Protocol), Asynchronous Transport Mode (ATM), frame relay network protocols, Multi-Protocol Label Switching (MPLS), OpenFlow, IPX (Internetwork Packet Exchange), SAN (Storage Area Network) protocols, AppleTalk, Bluetooth, Long-Term Evolution (LTE), and other protocols. In general, communication networks110may include any communication network or infrastructure that facilitates communications between clients (e.g., client device104, live agents116A-116J, virtual agents114A-114N, etc.) and chat server102.

In some embodiments, user106may browse a website of a merchant, for example, provided by merchant server112by requesting resources, such as webpages, using a client device104. In certain embodiments, the request for a resource may result from the user106utilizing an application105executed by the client device104. An example of such a program is a web browser, which may be used to generate webpage requests and display received webpages in response to the requests. A webpage typically comprises one or more types of code, including but not limited to HTML (HyperText Markup Language) code, CSS (Cascading Style Sheets) code, JavaScript code, etc., for instructing the browser how to present the webpage to the user106. The webpage itself may include additional URLs of additional resources (e.g., images, additional code, video), which are also retrieved by the browser. When the browser has retrieved all necessary resources, it “outputs” the webpage by rendering some or all of the webpage, and displaying it via a display. Examples of browsers include without restriction various versions of Internet Explorer (IE) by Microsoft™, Safari by Apple™, Chrome by Google™, Firefox by Mozilla™, Opera by Opera Software ASA, and others. Although this example is presented with detail regarding browsers and webpages, in some embodiments the improved real-time chat system may be utilized in other software applications including but not limited to operating system software, social networking software, productivity software, etc. Once a webpage has been received and output by the application105(e.g., browser) on client device104, the user106of the device104may interact with the webpage in various ways using one or more input mechanisms provided by the user computing device. These input mechanisms may include a mouse, a keyboard, touch-based input mechanism (e.g., a touch-enabled display, a touchpad), audio inputs (e.g., a microphone), video inputs (e.g., a camera), and the like.

The end user106, through the application105, may be placed into a real-time chat via chat server102. In some embodiments, a set of chat queues are maintained by the chat server102that may be designated as either live agent queues or virtual assistant queues, and a set of agent accounts may be designated as virtual agent or live agent accounts.

Chat queues, when used with a set of profiles and business rule configurations, enable the automated sorting of incoming chats based on contact, organization, product, category, and/or custom field information. For example, a wireless communications organization may use live (or virtual) agents that specialize in different types of sales products or services. For example, one chat queue may be designated for chats involving cell phones, and another chat queue may be associated for chats involving wireless service plans. In some embodiments, profiles may be created that assign virtual and/or live agents to the different queues. Thus, in some embodiments when a user/chat is placed into a live agent chat queue, one or more live agents associated with that chat queue may be notified of the initiation of the chat (or invited to be the representative for the chat). In some embodiments, a notified/invited live agent may indicate their intention to enter the chat, though in some embodiments a chat may simply be assigned to one of the live agents via an assignment process (e.g., a round-robin selection, a modified round-robin selection based upon live agent availability or workload, a random selection, etc.). In some embodiments, when a user/chat is placed into a virtual agent queue by the chat server102, the virtual agent proxy module108detects this placement, selects and assigns a virtual agent to the chat, records this mapping, and may transmit a message to the virtual agent to indicate that it is now part of the chat.

Thus, the virtual agent proxy module108allows for chats to flexibly include one or more virtual agents114A-114N and/or one or more live agents116A0116K. The virtual agent proxy module (VAPM)108, in some embodiments, intercepts messages received at the chat server102that are bound for chats assigned to a virtual agent, transmits these messages to the assigned virtual agent, receives messages from the virtual agent, and causes these messages to be sent back to the client device104of the end user106. In some embodiments, the VAPM108maintains a map of those chat queues serviced by virtual agents, tracks virtual agent sessions for recording/reporting agent events in a set of system statistics, reads site configuration values to identify which agents are virtual and which chat queues are serviced by virtual agents, and/or processes escalation rules and assigns chats requiring escalation to an appropriate live agent chat queue. Further detail describing the architecture and functionality of the virtual agent proxy module108and the chat server102is now described further with respect toFIG. 2.

FIG. 2illustrates detailed components of a chat server102including a virtual agent proxy module108used in a system200for providing an improved real-time chat service according to some embodiments of the present invention.

In some embodiments, an end user106may cause an initiation of a chat when browsing a website provided by a merchant server112. For example, at circle ‘1’, the end user106may execute a web browser application105at their client device104and navigate to a website of the merchant. Thus, the client device104at circle ‘2’ transmits a request for a resource of the website (e.g., an HTTP GET or POST request for a webpage hosted by merchant server112) to the merchant server112, which responds with the webpage. The webpage, in some embodiments, automatically initiates a chat as it is rendered by the application105, but in some embodiments the user causes the chat to be initiated, such as by selecting a user input element (e.g., clicking a link, clicking a button or image, etc.). Of course, in other embodiments the chat may occur via another type of application105(i.e., a non-browser application) such as a special-purpose application, a merchant application, a social networking application, etc.

In some embodiments, the initiation of the chat comprises the client device104transmitting a chat initiation message, at circle ‘3’, to the chat server102. The chat server102may be executed by a same set of computing resources as that of the merchant server112, or may be executed by a completely separate set of computing resources, which may be geographically separate than a server computer implementing the merchant server112. In some embodiments, the chat initiation message comprises an HTTP message transmitted to the chat server102, and may include information (e.g., via field-value parameters of an HTTP GET query string, for example) providing context allowing the chat server102to determine which chat queue the resulting chat is to be placed into. For example, the chat initiation message may include information that identifies the end user106, identifies the webpage or module causing the chat initiation message to be transmitted (e.g., a URL or identifier of a webpage), identifies a category/product/etc. of that webpage, etc.

Upon receipt of the chat initiation message, at circle ‘4’ the communication routing module202of the chat server102assigns the user/chat to a chat queue206. As described above, the chat server102in some embodiments maintains a set of chat queues206that are designated as live agent queues or virtual agent queues, and may be further associated with a particular contact, organization, product, category, etc. Thus, in some embodiments the communication routing module202selects a chat queue based upon the identifying information of the chat initiation message and a set of default chat rules214configured for the chat server102. For example, in some embodiments the identifying information includes a “product category” value of a product category (e.g., “cellular phones”) associated with the webpage the end user106was browsing when the chat was initialized, and the communication routing module202may identify the product category value from the message, and use this value as an index into a set of default chat rules214mapping product category values to chat queues to identify the particular chat queue. Of course, many other configurations for the default chat rules214are possible and recognizable to those of skill in the art for mapping initiated chats to chat queues, and thus the presented example regarding “product categories” is to be viewed as illustrative and not limiting. For example, a few other configurations include mapping chats to chat queues based upon one or more of determining which merchant's website launched the chat, a data element explicitly provided by the end user106when initiating the chat (e.g., a value selected/provided by the end user106indicating a topic for the chat), a queue size (e.g., currently available slots, total queue size, etc.), an estimated wait time of the queues, etc.

If the chat is assigned to a chat queue206designated as a live agent queue, the chat server102may notify, invite, and/or assign one of the live agents116A-116K to the chat. In some embodiments, if no live agents116A-116K are available, the end user106may be notified that all agents are busy and/or be presented an estimated wait time, and in some embodiments, the chat may be “de-escalated” and assigned to a virtual agent (e.g., VA114A) as the regular representative or as a temporary representative until a live agent is available. This can reduce end user106frustration as they are not simply idling while waiting for a live agent, and the virtual agent114A may instead begin a process of collecting information from the end user106or attempt to assist in other ways. Further details related to chat de-escalation processes will be presented in further detail later herein.

For illustration purposes, we continue by assuming that the chat is assigned to a chat queue206at circle ‘4’ designated as a virtual agent queue. In some embodiments, at circle ‘5’ a chat initiation response message is transmitted back to the client device104to indicate a beginning of the chat. At this point (or before this point, such as at or before circle ‘3’) the application105may cause a chat user interface module107to be presented to the end user106, which allows for the chat to proceed by providing user input elements for the end user106to input text (e.g., ask questions) and view responses made by the assigned representative(s). Further detail involving the chat user interface module107according to one embodiment of the invention is presented below with respect toFIG. 3.

At circle ‘6A’—which may occur before or after circle ‘5’ and the chat initiation response message, the virtual agent proxy module108may detect the assignment of the chat to a virtual agent chat queue208. For example, in the depicted embodiment, the virtual agent proxy module108includes a virtual agent manager module220that maintains a mapping of chat queues designated as virtual agent queues, and monitors the chat queues208. Upon an assignment by the communication routing module202of the chat to a virtual agent queue, the virtual agent manager module220selects/assigns a virtual agent (in configurations with multiple virtual agents) to the chat, instructs the virtual agent session module218to create a chat session for that chat for that virtual agent, updates a mapping between the selected virtual agent and the chat session to indicate the assignment, and transmits a message to the virtual agent (e.g., VA114A) at circle ‘6B’ to indicate that the chat session has begun. In some embodiments, one or more of the virtual agents114A-114N are provided as part of a virtual agent service204, and thus the message sent at circle ‘6B’ may be transmitted to a server computer of the virtual agent service204.

In some embodiments, circle ‘6B’ may not occur until after a first chat message is received from the end user106for the chat. For example, in some embodiments the chat user interface module107is presented to the end user106at or before circle ‘3’ (where the chat initiation message is transmitted), and thus the end user106may enter a message (e.g., a question) and cause it to be transmitted to the chat server102. The chat message may then be “intercepted” by the virtual agent proxy module108, and sent to the assigned virtual agent114A as a first message (of any kind) for that chat sent to the assigned virtual agent114A at circle ‘6B’.

However, in some embodiments, circle ‘6B’ informs the assigned virtual agent114A of the initiation of the chat. At this point, either the end user106or the assigned virtual agent114A may begin participating in the chat by composing and transmitting a message to the other party via chat server102(and virtual agent proxy module108). For example, the end user106may compose a message by providing user input (e.g., via a keyboard, mouse, touchscreen, microphone, or other user input device) to the client device104via chat user interface module107, which causes the client device104to transmit the message to the chat server102. Upon receipt of the message, the communication routing module202will update a chat log210for that chat based upon the message. The virtual agent proxy module108, in communication with the communication routing module202, will “intercept” the chat message, determine which virtual agent is the assigned virtual agent for the chat (e.g., based upon mappings maintained by the VA manager module220and/or VA session module218), and transmit the chat message to that assigned virtual agent114A.

Similarly, the assigned virtual agent114A may participate in the chat by composing a message according to known virtual agent techniques (e.g., based upon configured chat rules, based upon an analysis of one or more messages received from the end user106, etc.). With a composed message, the assigned virtual agent114A transmits a message including the composed message back to the chat server102, which is routed via the virtual agent proxy module108to the communication routing module202. The communication routing module202updates the chat log210for that chat accordingly, and transmits the composed message back to the client device104to be presented/displayed to the end user106.

In some situations, the assigned virtual agent114A may be able to completely satisfy the end user's106needs and thus, one or both sides of the chat (i.e., one or both of the end user106and the assigned virtual agent114A) may transmit a message to the chat server102to indicate a chat termination, causing the chat server102to update its chat logs210, remove the chat from its active chat records (e.g., from the chat queue206, from mappings maintained by the virtual agent proxy module108, etc.), etc., and end the chat according to known techniques.

However, in some situations the assigned virtual agent114A may be unable to satisfy the end user's106needs. In this situation, a chat “escalation” may be triggered by one or more of the end user106, the virtual agent114A, and chat server102acting together or independently. An escalation may include adding a live agent to a chat previously handled by a virtual agent, or adding another live agent (e.g., a live agent in a supervisory role116K) to a chat previously handled by a different live agent. Similarly, a “de-escalation” may similarly be triggered by one or more of the end user106, a live agent (e.g. live agent116A), and chat server102. In either case, in various embodiments the existing agent may or may not be removed from the chat when the “new” agent is added.

As described earlier, the chat server102determines whether an escalation or de-escalation of the chat is to occur. In some embodiments, a virtual agent determines that an escalation is required and transmits an escalation indicator to the chat server. In some embodiments, the chat server102determines that an escalation or de-escalation is required based upon an analysis of one or more messages received from the end user and/or virtual agent and/or live agent for a chat. In some embodiments, a live agent determines that an escalation or de-escalation is to occur and transmits an escalation indicator (or a de-escalation indicator) to the chat server.

Continuing the example indicated by the circles, the chat server102(e.g., the escalation module222of the virtual agent proxy module108) at some point determines that an escalation is required from the assigned virtual agent114A to a live agent. For example, the virtual agent proxy module108may receive an escalation indicator from the assigned virtual agent114A which is observed by the escalation module222. In turn, the escalation module222causes the VA session module218and/or the VA manager module220to update their agent-to-session mappings to reflect a removal of the assigned virtual agent114A from the chat, and instructs the communication routing module202to place the chat into a separate chat queue assigned to live agents and update the chat log210accordingly. Thus, at circle ‘7’, the communication routing module202may assign a live agent (e.g., live agent116A) to the chat via processes described above.

As described herein, throughout a chat, the communication routing module202causes a chat log210to be updated to reflect the activities of the chat. The chat log210may then be updated to include the text/content of the messages sent between the end user106and the representative(s) (i.e., agents) participating in the chats. The chat log210may also include chat metadata including event indicators describing chat events and other descriptive information including, but not limited to, details of the initiation or termination of the chat, the chat queue(s) that the chat is assigned to, the live and/or virtual agents assigned to the chat, dates/times associated with the messages/events, a partial browsing history (e.g., page titles, URLs, etc.) of the end user106, etc. These chat logs210for the chats may be stored at a same server computing device implementing the chat server102, or, may be stored remote to the chat server102(e.g., using a cloud-based storage service) to potentially create distributed copies of the chat logs210.

In some embodiments, when a live agent116A is added to a chat, the computing device (not illustrated) of the live agent is provided with some or all of the chat log210for the chat, such that the live agent116A has a full view of the history of the chat.

In some embodiments, the chat server102further comprises a reporting and analysis module212. The reporting and analysis module212may utilize the chat logs210and a set of algorithms configured to analyze the events of the hosted chats and report findings to human users (e.g., a live agent in a supervisor role116K). Accordingly, the reporting and analysis module212may be configured with algorithms to, for example, determine statistical indicators quantifying the chat time of chats (e.g., an average chat time, maximum chat time, minimum chat time, etc.) on a per-agent, per-queue, or other basis, determine a statistical indicator quantifying the numbers of messages sent by the end users106and/or agents, etc. The reporting and analysis module212may be configured to provide access to these statistical indicators via a variety of formats, such as through a web-based or application-based “dashboard” (which can be real-time, substantially real-time, or more cumulative), via email or SMS, or via generated reports (e.g., spreadsheet documents, etc.).

In some embodiments, the reporting and analysis module212may be configured to “monitor” chats via watching the chat logs210. For example, the reporting and analysis module212may be configured with a variety of “trigger” words or phrases (or events) to watch for in a chat, and upon an occurrence of the trigger (e.g., a user asking a same question twice, a user mentioning a particular product or service, an agent failing to respond to user question in a period of time, an agent using a prohibited word, etc.) notify one or more configured live agents (e.g., supervisory live agents116K) and/or automatically cause the chat server102to perform an immediate escalation or de-escalation of the chat.

II. Chat User Interface Module

Having presented the “backend” of the chat provided by the virtual agent proxy module108of the chat server102in combination with the virtual agents114A-114N and live agents116A-116K, we now turn to the chat from the perspective of the end user106.FIG. 3illustrates a view300of a chat user interface module107used by an end user106for a chat including a seamless virtual agent to live agent escalation according to some embodiments of the present invention.

In some embodiments, the chat user interface module107is presented to the user via a website of a merchant. For example, a webpage received from the merchant server112may present the chat user interface module107or otherwise allow the end user106to launch the chat user interface module107(e.g., via selecting a link, button, etc.). The chat user interface module107may comprise a chat window or overlay and be implemented using a variety of software modules allowing for interactivity between the end user106and the chat server102, including but not limited to JavaScript (e.g., jQuery), Flash, HTML5, Java, etc. Code and/or data used to generate the chat user interface module107may have been provided by the merchant server112, from the chat server102itself, or another third party server. The depicted chat user interface module107also includes two user input user interface (UI) elements310—a text input box (e.g., an HTML <textarea> element or HTML <input> element of type “text”) here illustrated with placeholder text (“TYPE HERE . . . ”) and a submit button (“SEND”, which can be an HTML <input> element of type “submit”, or another element configured to cause a submission of the message provided in the text input box, perhaps using JavaScript). Thus, to participate in the chat, the end user106causes message text to be entered into the text input box and causes the submit button to be selected, which causes a message to be sent to the chat server102that includes the entered message text, which, in turn, causes the chat server102to update a chat log and route the message to the assigned agent. Similarly, an assigned agent may participate in the chat by sending a message to the end user's client device via the chat server. The message content of that message will then be presented to the end user106within the chat user interface module107.

In various embodiments, the chat user interface module107is presented before, concurrent with, or after the client device104transmits the chat initialization message to the chat server102to begin a chat. In this illustrated example, the chat is initiated for the end user106with one representative—a virtual agent114B referred to as “Nick.” In this example, the virtual agent114B begins the chat with a first virtual agent message302A asking the end user106a question. The end user106—here deemed “James”—responds with a question of his own in end user message304A.

In this case, the virtual agent114B is able to parse the end user message304A, determine the intent of the end user message304A, and compose an appropriate response as virtual agent message302B. Similarly, the end user106again asks a question via end user message304B, and the virtual agent114B again determines the intent of the user message304B and provides an appropriate response as virtual agent message302C.

However, the end user106then sends end user message304, which includes a question—seeking an indication of whether a particular coffee grinder is a “conical” or “disk” grinder—that the virtual agent114B is unable to properly answer. Depending upon the particular configuration or implementation of the chat system, the flow may continue in a variety of ways. In this example, we assume that the system is configured with escalation rules such that if the virtual agent114B is unable to even once determine the intent of a user question (and thus cannot respond with a likely helpful answer), the virtual agent114B is to respond by asking the end user106if an escalation is sought (e.g., virtual agent message302D, which asks “Would you like to talk to a live agent?”), and if the user indicates a desire to escalate the chat (as is done by end user message304D), then the chat will in fact be escalated.

Accordingly, in some embodiments, the virtual agent114B is configured to await a response to the escalation query message (i.e., virtual agent message302D), and when the response indicates a user desire for the escalation, send an escalation indicator to the chat server102to escalate the chat. However, in some embodiments, the chat server102itself may be configured to detect that the escalation is to occur. For example, the chat server102may be configured to identify the escalation query message (virtual agent message302D), and upon detecting an affirmative response (end user message304D), cause the escalation to occur without any instruction from the virtual agent114B.

Thus, having determined that an escalation is to occur, the chat server102enacts the escalation by, for example, placing the chat into a chat queue assigned to live agents, and receiving an indication that a live agent116C named “Jess” will enter the chat. At this point, the chat server102will update the chat log accordingly to identify the escalation and the addition of the live agent116C to the chat, and notify the end user106that “Jess has joined the conversation” via an agent change notification306message. Similarly, the entire chat transcript—including virtual agent messages302A-302D and also end user messages304A-304D) will be provided to the live agent116C to allow the live agent116C to quickly understand what has been discussed in the chat up until that point in time.

In the depicted embodiment, the live agent116C transmits a first live agent message308A via the chat server102to the end user106client device, which includes an introduction as well as information responsive to the end user's106previous message304C that the virtual agent114B was unable to answer. This live agent message308A also includes a link (e.g., a hyperlink/HTML <a> element) to another webpage that the end user106can select. Finally, the end user106sends end user message304E, indicating that the addition of the live agent116C to the chat was helpful.

In some embodiments, the end user106may select an “end chat” user interface element (not illustrated) allowing the chat to be terminated, and/or the live agent116C may cause the chat to be terminated, escalated (e.g., sent to a supervisor live agent), and/or de-escalated (e.g., sent back to virtual agent114B).

III. Exemplary Chat Message Sequencing

FIG. 4illustrates a sequence diagram400depicting messaging between components of an improved real-time chat service according to some embodiments of the present invention. This diagram400illustrates some messaging and escalation and de-escalation paths that may occur in some embodiments, and does not illustrate chat initializations or terminations. Based upon the surrounding descriptions of chat initialization and termination, the operations of those non-illustrated flows may be readily determined by those of skill in the art.

Thus, in this depicted embodiment, a chat is already underway between an end user (using client device104) and virtual agent114A. Thus, at circle ‘A1’, the client device104transmits an end user message450A carrying a message composed by the end user, which is received by the communication routing module202of the chat server102. Based upon this message450A, the communication routing module202updates the chat log402of the chat (e.g., saves a user identifier, a date/time value of the message, the composed message itself, etc.) and, based upon determining that the chat is associated with a live agent (e.g., using its stored chat session mappings and/or data from the message), passes the end user message450B to the virtual agent proxy module108. The virtual agent proxy module108, then, determines which virtual agent the message is to be sent to and transmits the end user message450C to the virtual agent114A.

Although end user messages450A-450C will, in an embodiment, have a commonality as they each transmit the message composed by the end user106, these messages may be transmitted between the entities differently and may be of different type. For example, in some embodiments end user messages450A and450C may be transmitted using packets across one or more networks110, and end user message450B may be transmitted using a form of inter-process communication (e.g., using shared memory, function calls and/or remote procedure calls, etc.), as one example.

At circle ‘A2’, the virtual agent114A determines402a response. In some embodiments, the virtual agent114A parses the end user message450C to utilize natural language processing techniques and thereby understand the user message and generate an appropriate response, which may include consulting a set of chat configuration rules and/or generalized or specialized (e.g., merchant-specific) knowledge databases.

Then, the virtual agent114A transmits a generated response as VA message452A to the virtual agent proxy module108, which sends the VA message452B to the communication routing module202. The communication routing module202updates the chat log404accordingly and sends the VA message452C on to the client device104to be presented to the end user. At this point, the chat may continue at circles ‘A1’ or ‘A2’—thus, either the end user or the virtual agent114A may cause a next message to be sent for the chat.

In this depiction, the flow continues with another end user message454A being sent from the client device104to the communication routing module202, the chat log being updated406, and the end user message454B being sent on to the virtual agent proxy module108.

In this example, the chat server102will determine that an escalation is to occur.

As described above, in some embodiments an administrator (e.g., of a merchant using the chat service provided by the chat server102) configures or otherwise enables one or more escalation rules indicating conditions when a chat is to be escalated from a virtual agent to a live agent. Thus, the chat server102may utilize the escalation rules, and if the analysis of chat messages triggers one of the escalation rules, the chat server determines that the escalation is required. In some embodiments, though, the one or more escalation rules are utilized by the virtual agent(s), and a similar analysis occurs on the part of the virtual agent to determine if an escalations is required, and thus, provide the escalation indicator to the chat server.

As one possible scenario, the virtual agent proxy module108may determine, at block408, that an escalation is to occur based upon the end user message454B. For example, the message454B may cause an escalation rule to be triggered. The escalation rule may be configured such that if an end user message454B includes a particular word or phrase, the chat is to be escalated. Additionally, an escalation rule may be configured such that if the end user message454B is a repeat of an earlier end user message (e.g., end user message450B), the chat is to be escalated. Of course, many other escalation rules may be implemented based upon the preference of the implementing party.

As an alternative, the virtual agent proxy module108may forward on the end user message454C per normal functioning, and the virtual agent114A instead may make a determination that the chat is to be escalated at block410. For example, an escalation rule may be configured such that if the virtual agent114A is either unable to determine an intent of the end user message454C or determine an appropriate response, the chat is to be escalated. Additionally, an escalation rule may be configured such that if the virtual agent114A determines that an intent of the end user message454C is the same as a determined intent of an earlier message, the chat is to be escalated. Of course, many other escalation rules may be configured for use by the virtual agent114A to determine whether an escalation is to occur, and thus these examples are merely illustrative. In some embodiments, upon making the determination410, the virtual agent114A transmits a message456back to the virtual agent proxy module108that includes an escalation indicator to cause the chat server102to escalate the chat. The message456may, in some but not all configurations, also include a message to be sent back to the client device104.

As another alternative, assuming that neither block408nor block410is performed, the virtual agent114A may return a message456that comprises a “normal” chat message (e.g., VA message452A) including a message for the end user106. Based upon this message456, and possibly other messages such as end user message454C and/or other, earlier messages, the virtual agent proxy module108may determine that the chat is to be escalated at block412. As an example, virtual agent proxy module108may be configured to utilize an escalation rule configured to identify “non-responsive” messages (e.g., message456) sent by the virtual agent114A, which may include a particular phrase or match a pattern. Thus, in some embodiments the virtual agent114A need not be configured to perform escalations whatsoever, and thus the system may utilize any number of different, possibly heterogeneous virtual agents114A-114N that may be “off-the-shelf” virtual agent implementations.

Of course, many other types of escalation rules may be flexibly configured based upon the particular preferences of the implementing entity. For example, an escalation rule may be configured such that when a particular number (e.g., two consecutive, or two out of the last three, for example) of messages are received from an end user with a same intent, an escalation is to occur. As another example, an escalation rule may be configured such that when a request from an end user to escalate the chat is received, the rule is triggered and escalation is determined to be required. As another example, an escalation rule may be configured to cause a chat escalation when a virtual agent is slow to respond (i.e., a “chat event” has occurred where the virtual agent has not responded to a user message in a particular period of time) or cannot provide an answer to a particular number of user questions (e.g., one question, two questions, two out of five questions, etc.). As another example, an escalation rule may be configured based upon an inclusion, within a user message (or even an agent message), of a particular word or phrase. As another example an escalation rule may be configured to be triggered when a chat has continued for a particular amount of time (e.g., three minutes, five minutes, etc.).

Regardless of whether the escalation was determined at block408,410, or412, the virtual agent proxy module108will send an escalation message458to the communication routing module202to inform it of the escalation, and it will update the chat log414accordingly. The virtual agent proxy module108may also cause the chat to be switched into a different chat queue serviced by live agents.

In this depicted embodiment, the communication routing module202interacts with one or more live agents to add a live agent (here, live agent116A) to the chat, as described above, which may include transmitting and receiving one or more messages460required for adding an agent to the chat. The live agent116A, in being added to the chat, is thus provided with a full transcript (via the chat log) of the end user messages and virtual agent messages up until that point. As (or after) the live agent116A is being added to the chat, the communication routing module202may transmit a notification message462to the client device104indicating that the live agent116A is joining the chat, that the virtual agent114A is exiting the chat, and/or that a live agent will join the chat soon.

At this point, the flow will continue at circles ‘B1’ or ‘B2’. For purposes of explanation, we assume the flow continues at circle ‘B1’, where the newly-added live agent116A composes and transmits a message464A (using live agent device444) to the communication routing module202, which updates the chat log416and sends the message464B to the client device104, which presents the message464B to the end user. The end user may then compose another message466A, which is sent to the communication routing module202of the chat server102. The communication routing module202updates the chat log at block418, and sends the end user message466B on to the live agent device444. This process may continue back at circle ‘B1’ (where the live agent116A will compose another message), circle ‘B2’ (where the end user will compose another message), or continue.

For purposes of illustration, we assume the flow continues, and at block420, the live agent116A determines that a de-escalation is to be performed. In some embodiments, the live agent116A may enter a command or select a user interface element (via live agent device444) indicating that the chat is to be de-escalated. This may, in some situations, occur when the live agent116A has fully assisted the end user, and then seeks to return the chat back to a virtual agent for further straightforward communications to occur. For example, a de-escalation to a virtual agent may be performed to allow a virtual agent to gather information from the user (e.g., name, address, phone number, financial information, account numbers, etc.) or communicate standard information to the user (e.g., display terms and conditions, communicate instructions, etc.). Thus, a de-escalation message468is sent by the live agent device444to the communication routing module202of the chat server102. The communication routing module202may then perform the de-escalation by updating the chat log422to describe the de-escalation, add the chat to a chat queue serviced by virtual agents (thereby enabling the virtual agent proxy module108to add a virtual agent to the chat), and transmit a notification message472to the client device104to notify the end user of the de-escalation. This flow may then continue once again at circle ‘A1’ or circle ‘A2’.

Exemplary methods are now presented in accord with some embodiments of the invention from the perspective of various entities within the improved real-time chat system disclosed herein. The operations of these flow diagrams are described with reference to the exemplary embodiments of the other diagrams. However, it should be understood that the operations of these flow diagrams can be performed by embodiments of the invention other than those discussed with reference to these other diagrams, and the embodiments of the invention discussed with reference these other diagrams can perform operations different than those discussed with reference to the flow diagrams. Though the flow diagrams in the figures show a particular order of operations performed by certain embodiments of the invention, it should be understood that such order is exemplary (e.g., alternative embodiments may perform the operations in a different order, combine certain operations, overlap certain operations, etc.).

FIG. 5illustrates a flow500in a chat server102of an improved real-time chat service according to some embodiments of the present invention. The processing depicted inFIG. 5may be implemented in software (e.g., code, instructions, program) executed by one or more processing units (e.g., processor cores), hardware, or combinations thereof. The software may be stored in memory (e.g., on a memory device, on a non-transitory computer-readable storage medium, etc.). The particular series of processing steps depicted inFIG. 5is not intended to be limiting. In one embodiment, the processing depicted inFIG. 5is performed by the chat server102depicted inFIG. 1and/orFIG. 2.

This flow500includes, at block505, receiving a chat initiation message from a client device. The chat initiation message may comprise an HTTP request message generated responsive to the end user viewing, receiving, or interacting with a webpage from a merchant website.

At block510, the flow500includes determining whether the chat is to be serviced by a live agent or a virtual agent. In an embodiment, the chat server102, based upon the chat initiation message and a set of chat rules214, selects a chat queue for the chat that is designated a virtual agent queue and/or a live agent queue (that may be associated with one or more live agents).

In the case that the chat is assigned to chat queue designated as a virtual agent queue, the chat server102, at block515, selects a virtual agent as the assigned agent for the chat. In some embodiments, block515is performed by the virtual agent proxy module108, which causes a mapping of that assigned virtual agent to the chat to be created. In the case that the chat is assigned to chat queue designated as a live agent queue, the chat server102, at block520, selects a live agent as the assigned agent for the chat. Block520may include notifying one or more live agents of the chat and receiving a chat acceptance message from one of the live agents, or may include unilaterally assigning the chat to a live agent associated with the chat queue. At this point, the chat has been initiated.

The chat server102, at circle ‘A’ may, at block525, receive a chat message from the client device106of the end user. After updating the chat log at block550based upon the chat message, the chat server102forwards the chat message to the assigned agent at block555. In the case that the assigned agent is a virtual agent, this forwarding may occur via the virtual agent proxy module108.

The chat server102, at circle ‘A’ may also, at block530, receive a chat message from the assigned agent. In the case that the assigned agent is a virtual agent, this may occur via the virtual agent proxy module108. After updating the chat log at block550based upon the chat message, the chat server102forwards the chat message to the client device at block560.

The chat server102, at circle ‘A’ may also, at block535, determine a need to change the set of assigned agents. In some embodiments, block535includes block540, where the chat server102receives a chat escalation or chat de-escalation indicator from the currently-assigned agent. In some embodiments, block535includes the chat server102determining that an escalation or de-escalation is to occur based upon an application of one or more escalation rules to one or more chat messages causing the rule(s) to be triggered. The chat server102may then update the chat log550based upon the determination of block535, and the flow may continue with block510and block515or520, where the chat server102may cause a new live or virtual agent to be added to the chat as described above, and/or cause the existing agent to be removed from the chat.

The chat server102, at circle ‘A’ may also, at block545, determine that the chat is to end. In an embodiment, block545includes receiving a chat termination message from the client device, a live agent client device, or a virtual agent. The chat server102then, in this depicted flow, update the chat log550to indicate a completion of the chat, and the flow ends at block565.

As another example,FIG. 6illustrates a flow600in an improved real-time chat service utilizing a virtual agent proxy according to some embodiments of the present invention. The processing depicted inFIG. 6may be implemented in software (e.g., code, instructions, program) executed by one or more processing units (e.g., processor cores), hardware, or combinations thereof. The software may be stored in memory (e.g., on a memory device, on a non-transitory computer-readable storage medium, etc.). The particular series of processing steps depicted inFIG. 6is not intended to be limiting. In one embodiment, the processing depicted inFIG. 6is performed by the chat server102depicted inFIGS. 1 and 2.

Flow600optionally includes, at block605, receiving a chat initiation message from a client device and determining, based upon the chat initialization request, a chat queue of a plurality of “candidate” (or potential) chat queues for the chat to be placed in. Then, based upon the determined chat queue, a virtual agent to be an agent for the chat is determined.

At block610, the flow includes receiving an end user message for the chat from a client device of an end user. The end user message may be an alphanumeric message composed by the end user via a chat user interface module107. The chat involves a plurality of chat participants comprising the end user and a virtual agent.

At block615, the flow600includes updating a chat log based upon the end user message. In an embodiment, the chat log includes a transcript of all end user messages and all agent messages for the chat, and may also include other chat event information including, but not limited to, dates/times associated with the beginning and/or end of the chat, dates/times of each message in the chat, indicators of the participants in the chat, indicators of escalation and/or de-escalation events occurring in the chat, etc.

At block620, the flow600includes receiving a virtual agent message via the virtual agent proxy that was originated by the virtual agent, and at block625the chat log is updated based upon the virtual agent message, and at block630the virtual agent message is sent to the client device.

At block635, the flow600includes determining that the chat is to be escalated from the virtual agent to a live agent

In one embodiment, block635includes block640, in which the chat server102identifies an escalation indicator received by the chat server102that was generated by the virtual agent.

In one embodiment, block635includes block645, in which a request from the live agent to join the chat is received from a second client device. In some embodiments, the live agent was already “supervising” the chat and silently observing the chat via the chat log or a dashboard module provided by the reporting and analysis module212of the chat server102.

In one embodiment, block635includes block650, in which the chat server102receives a plurality of end user messages for the chat from the client device of the end user, and determines that two or more of the plurality of messages have a same intent. In some embodiments, determining the intent of each message includes performing natural language processing routines upon the message to generate the intent, which may comprise a data structure representing the message, such as a generated parse tree of the message or another representation thereof

In one embodiment, block635includes block655, in which the chat server102determines that a text of the end user message satisfies one or more escalation rules provided by a merchant.

After the determining that the chat is to be escalated in block635, the flow600includes block660, in which the chat server102causes a full transcript of the chat log to be transmitted to the second client device utilized by the live agent. The full transcript includes the end user message and the response message, and may be generated based upon the chat log or comprise the chat log itself.

In some embodiments, the chat server102further removes the virtual agent from the chat.

V. Exemplary Systems

FIG. 7illustrates a simplified diagram of a distributed system for implementing some embodiments of the present invention. In the illustrated embodiment, distributed system700includes one or more client computing devices702,704,706, and708(examples of client device104), which are configured to execute and operate a client application (e.g., application105) such as a web browser, proprietary client (e.g., Oracle Forms), or the like over one or more network(s)110. Server712(e.g., chat server102) may be communicatively coupled with remote client computing devices702,704,706, and708via network110.

In various embodiments, server712may be adapted to run one or more services or software applications such as services and applications that provide the improved real-time chat service system processing. In certain embodiments, server712may also provide other services or software applications that can include non-virtual and virtual environments. In some embodiments, these services may be offered as web-based or cloud services or under a Software as a Service (SaaS) model to the users of client computing devices702,704,706, and/or708. Users operating client computing devices702,704,706, and/or708may in turn utilize one or more client applications to interact with server712to utilize the services provided by these components.

In the configuration depicted inFIG. 7, software components718,720and722of system700are shown as being implemented on server712. In other embodiments, one or more of the components of system700and/or the services provided by these components may also be implemented by one or more of the client computing devices702,704,706, and/or708. Users operating the client computing devices may then utilize one or more client applications to use the services provided by these components. These components may be implemented in hardware, firmware, software, or combinations thereof. It should be appreciated that various different system configurations are possible, which may be different from distributed system700. The embodiment shown inFIG. 7is thus one example of a distributed system for implementing an embodiment system and is not intended to be limiting.

Client computing devices702,704,706, and/or708may include various types of computing systems. For example, client computing devices may include portable handheld devices (e.g., an iPhone®, cellular telephone, an iPad®, computing tablet, a personal digital assistant (PDA)) or wearable devices (e.g., a Google Glass® head mounted display), running software such as Microsoft Windows Mobile®, and/or a variety of mobile operating systems such as iOS, Windows Phone, Android, BlackBerry, Palm OS, and the like. The devices may support various applications such as various Internet-related apps, e-mail, short message service (SMS) applications, and may use various other communication protocols. The client computing devices may also include general purpose personal computers including, by way of example, personal computers and/or laptop computers running various versions of Microsoft Windows®, Apple Macintosh®, and/or Linux operating systems. The client computing devices can be workstation computers running any of a variety of commercially-available UNIX® or UNIX-like operating systems, including without limitation the variety of GNU/Linux operating systems, such as for example, Google Chrome OS. Client computing devices may also include electronic devices such as a thin-client computer, an Internet-enabled gaming system (e.g., a Microsoft Xbox gaming console with or without a Kinect® gesture input device), and/or a personal messaging device, capable of communicating over network(s)110.

Although distributed system700inFIG. 7is shown with four client computing devices, any number of client computing devices may be supported. Other devices, such as devices with sensors, etc., may interact with server712.

Server712may be composed of one or more general purpose computers, specialized server computers (including, by way of example, PC (personal computer) servers, UNIX® servers, mid-range servers, mainframe computers, rack-mounted servers, etc.), server farms, server clusters, or any other appropriate arrangement and/or combination. Server712can include one or more virtual machines running virtual operating systems, or other computing architectures involving virtualization. One or more flexible pools of logical storage devices can be virtualized to maintain virtual storage devices for the server. Virtual networks can be controlled by server712using software defined networking. In various embodiments, server712may be adapted to run one or more services or software applications described in the foregoing disclosure. For example, server712may correspond to a server for performing processing as described above according to an embodiment of the present disclosure.

Distributed system700may also include one or more databases714and716. These databases may provide a mechanism for storing information such as user interactions information, usage patterns information, adaptation rules information, and other information used by embodiments of the present invention. Databases714and716may reside in a variety of locations. By way of example, one or more of databases714and716may reside on a non-transitory storage medium local to (and/or resident in) server712. Alternatively, databases714and716may be remote from server712and in communication with server712via a network-based or dedicated connection. In one set of embodiments, databases714and716may reside in a storage-area network (SAN). Similarly, any necessary files for performing the functions attributed to server712may be stored locally on server712and/or remotely, as appropriate. In one set of embodiments, databases714and716may include relational databases, such as databases provided by Oracle, that are adapted to store, update, and retrieve data in response to SQL-formatted commands.

In some embodiments, the improved real-time chat service system utilizing a virtual agent proxy may be offered as services via a cloud environment.FIG. 8is a simplified block diagram of one or more components of a system environment800in which services may be offered as cloud services, in accordance with some embodiments of the present disclosure. In the illustrated embodiment inFIG. 8, system environment800includes one or more client computing devices804,806, and808that may be used by users to interact with a cloud infrastructure system802that provides cloud services, including services for the improved real-time chat service system such as the chat server102, virtual agent proxy module108, one or more virtual agents114A-114N, etc. Cloud infrastructure system802may comprise one or more computers and/or servers that may include those described above for server712.

It should be appreciated that cloud infrastructure system802depicted inFIG. 8may have other components than those depicted. Further, the embodiment shown inFIG. 8is only one example of a cloud infrastructure system that may incorporate an embodiment of the invention. In some other embodiments, cloud infrastructure system802may have more or fewer components than shown in the figure, may combine two or more components, or may have a different configuration or arrangement of components.

Client computing devices804,806, and808may be devices similar to those described above for802,804,806, and808. Client computing devices804,806, and808may be configured to operate a client application such as a web browser, a proprietary client application (e.g., Oracle Forms), or some other application, which may be used by a user of the client computing device to interact with cloud infrastructure system802to use services provided by cloud infrastructure system802. Although exemplary system environment800is shown with three client computing devices, any number of client computing devices may be supported. Other devices such as devices with sensors, etc. may interact with cloud infrastructure system802.

Network(s)110may facilitate communications and exchange of data between clients804,806, and808and cloud infrastructure system802. Each network may be any type of network familiar to those skilled in the art that can support data communications using any of a variety of commercially-available protocols, including those described above for network(s)110.

In certain embodiments, services provided by cloud infrastructure system802may include a host of services that are made available to users of the cloud infrastructure system on demand. In addition to services related to providing the improved real-time chat service, various other services may also be offered including without limitation online data storage and backup solutions, Web-based e-mail services, hosted office suites and document collaboration services, database processing, managed technical support services, and the like. Services provided by the cloud infrastructure system can dynamically scale to meet the needs of its users.

In certain embodiments, a specific instantiation of a service provided by cloud infrastructure system802may be referred to herein as a “service instance.” In general, any service made available to a user via a communication network, such as the Internet, from a cloud service provider's system is referred to as a “cloud service.” Typically, in a public cloud environment, servers and systems that make up the cloud service provider's system are different from the customer's own on-premises servers and systems. For example, a cloud service provider's system may host an application, and a user may, via a communication network such as the Internet, on demand, order and use the application.

In certain embodiments, cloud infrastructure system802may include a suite of applications, middleware, and database service offerings that are delivered to a customer in a self-service, subscription-based, elastically scalable, reliable, highly available, and secure manner. An example of such a cloud infrastructure system is the Oracle Public Cloud provided by the present assignee.

Cloud infrastructure system802may also provide “big data” elated computation and analysis services. The term “big data” is generally used to refer to extremely large data sets that can be stored and manipulated by analysts and researchers to visualize large amounts of data, detect trends, and/or otherwise interact with the data. This big data and related applications can be hosted and/or manipulated by an infrastructure system on many levels and at different scales. Tens, hundreds, or thousands of processors linked in parallel can act upon such data in order to present it or simulate external forces on the data or what it represents. These data sets can involve structured data, such as that organized in a database or otherwise according to a structured model, and/or unstructured data (e.g., emails, images, data blobs (binary large objects), web pages, complex event processing). By leveraging an ability of an embodiment to relatively quickly focus more (or fewer) computing resources upon an objective, the cloud infrastructure system may be better available to carry out tasks on large data sets based on demand from a business, government agency, research organization, private individual, group of like-minded individuals or organizations, or other entity.

In various embodiments, cloud infrastructure system802may be adapted to automatically provision, manage and track a customer's subscription to services offered by cloud infrastructure system802. Cloud infrastructure system802may provide the cloud services via different deployment models. For example, services may be provided under a public cloud model in which cloud infrastructure system802is owned by an organization selling cloud services (e.g., owned by Oracle Corporation) and the services are made available to the general public or different industry enterprises. As another example, services may be provided under a private cloud model in which cloud infrastructure system802is operated solely for a single organization and may provide services for one or more entities within the organization. The cloud services may also be provided under a community cloud model in which cloud infrastructure system802and the services provided by cloud infrastructure system802are shared by several organizations in a related community. The cloud services may also be provided under a hybrid cloud model, which is a combination of two or more different models.

In certain embodiments, cloud infrastructure system802may also include infrastructure resources830for providing the resources used to provide various services to customers of the cloud infrastructure system. In one embodiment, infrastructure resources830may include pre-integrated and optimized combinations of hardware, such as servers, storage, and networking resources to execute the services provided by the PaaS platform and the SaaS platform, and other resources.

In certain embodiments, a number of internal shared services832may be provided that are shared by different components or modules of cloud infrastructure system802to enable provisioning of services by cloud infrastructure system802. These internal shared services may include, without limitation, a security and identity service, an integration service, an enterprise repository service, an enterprise manager service, a virus scanning and white list service, a high availability, backup and recovery service, service for enabling cloud support, an email service, a notification service, a file transfer service, and the like.

In certain embodiments, cloud infrastructure system802may provide comprehensive management of cloud services (e.g., SaaS, PaaS, and IaaS services) in the cloud infrastructure system. In one embodiment, cloud management functionality may include capabilities for provisioning, managing, and tracking a customer's subscription received by cloud infrastructure system802, and the like.

In one embodiment, as depicted inFIG. 8, cloud management functionality may be provided by one or more modules, such as an order management module820, an order orchestration module822, an order provisioning module824, an order management and monitoring module826, and an identity management module828. These modules may include or be provided using one or more computers and/or servers, which may be general purpose computers, specialized server computers, server farms, server clusters, or any other appropriate arrangement and/or combination.

In an exemplary operation, at834, a customer using a client device, such as client device804,806or808, may interact with cloud infrastructure system802by requesting one or more services provided by cloud infrastructure system802and placing an order for a subscription for one or more services offered by cloud infrastructure system802. In certain embodiments, the customer may access a cloud User Interface (UI) such as cloud UI812, cloud UI814and/or cloud UI816and place a subscription order via these UIs. The order information received by cloud infrastructure system802in response to the customer placing an order may include information identifying the customer and one or more services offered by the cloud infrastructure system802that the customer intends to subscribe to.

At836, the order information received from the customer may be stored in an order database818. If this is a new order, a new record may be created for the order. In one embodiment, order database818can be one of several databases operated by cloud infrastructure system818and operated in conjunction with other system elements.

At838, the order information may be forwarded to an order management module820that may be configured to perform billing and accounting functions related to the order, such as verifying the order, and upon verification, booking the order.

At840, information regarding the order may be communicated to an order orchestration module822that is configured to orchestrate the provisioning of services and resources for the order placed by the customer. In some instances, order orchestration module822may use the services of order provisioning module824for the provisioning. In certain embodiments, order orchestration module822enables the management of business processes associated with each order and applies business logic to determine whether an order should proceed to provisioning.

As shown in the embodiment depicted inFIG. 8, at842, upon receiving an order for a new subscription, order orchestration module822sends a request to order provisioning module824to allocate resources and configure resources needed to fulfill the subscription order. Order provisioning module824enables the allocation of resources for the services ordered by the customer. Order provisioning module824provides a level of abstraction between the cloud services provided by cloud infrastructure system800and the physical implementation layer that is used to provision the resources for providing the requested services. This enables order orchestration module822to be isolated from implementation details, such as whether or not services and resources are actually provisioned on the fly or pre-provisioned and only allocated/assigned upon request.

At844, once the services and resources are provisioned, a notification may be sent to the subscribing customers indicating that the requested service is now ready for use. In some instance, information (e.g. a link) may be sent to the customer that enables the customer to start using the requested services.

At846, a customer's subscription order may be managed and tracked by an order management and monitoring module826. In some instances, order management and monitoring module826may be configured to collect usage statistics regarding a customer use of subscribed services. For example, statistics may be collected for the amount of storage used, the amount data transferred, the number of users, and the amount of system up time and system down time, and the like.

In certain embodiments, cloud infrastructure system800may include an identity management module828that is configured to provide identity services, such as access management and authorization services in cloud infrastructure system800. In some embodiments, identity management module828may control information about customers who wish to utilize the services provided by cloud infrastructure system802. Such information can include information that authenticates the identities of such customers and information that describes which actions those customers are authorized to perform relative to various system resources (e.g., files, directories, applications, communication ports, memory segments, etc.) Identity management module828may also include the management of descriptive information about each customer and about how and by whom that descriptive information can be accessed and modified.

FIG. 9illustrates an exemplary computer system900that may be used to implement certain components according to some embodiments of the present invention. In some embodiments, computer system900may be used to implement any of the various servers and computer systems described above. As shown inFIG. 9, computer system900includes various subsystems including a processing unit904that communicates with a number of peripheral subsystems via a bus subsystem902. These peripheral subsystems may include a processing acceleration unit906, an I/O subsystem908, a storage subsystem918and a communications subsystem924. Storage subsystem918may include tangible computer-readable storage media922and a system memory910.

Processing subsystem904controls the operation of computer system900and may comprise one or more processing units932,934, etc. A processing unit may include be one or more processors, including single core or multicore processors, one or more cores of processors, or combinations thereof. In some embodiments, processing subsystem904can include one or more special purpose co-processors such as graphics processors (GPUs), digital signal processors (DSPs), or the like. In some embodiments, some or all of the processing units of processing subsystem904can be implemented using customized circuits, such as application specific integrated circuits (ASICs), or field programmable gate arrays (FPGAs).

In some embodiments, the processing units in processing subsystem904can execute instructions stored in system memory910or on computer readable storage media922. In various embodiments, the processing units can execute a variety of programs or code instructions and can maintain multiple concurrently executing programs or processes. At any given time, some or all of the program code to be executed can be resident in system memory910and/or on computer-readable storage media922including potentially on one or more storage devices. Through suitable programming, processing subsystem904can provide various functionalities described above for providing the improved real-time chat service system utilizing a virtual agent proxy.

In certain embodiments, a processing acceleration unit906may be provided for performing customized processing or for off-loading some of the processing performed by processing subsystem904so as to accelerate the overall processing performed by computer system900.

Storage subsystem918provides a repository or data store for storing information that is used by computer system900. Storage subsystem918provides a tangible non-transitory computer-readable storage medium for storing the basic programming and data constructs that provide the functionality of some embodiments. Software (programs, code modules, instructions) that when executed by processing subsystem904provide the functionality described above may be stored in storage subsystem918. The software may be executed by one or more processing units of processing subsystem904. Storage subsystem918may also provide a repository for storing data used in accordance with the present invention.

Storage subsystem918may include one or more non-transitory memory devices, including volatile and non-volatile memory devices. As shown inFIG. 9, storage subsystem918includes a system memory910and a computer-readable storage media922. System memory910may include a number of memories including a volatile main random access memory (RAM) for storage of instructions and data during program execution and a non-volatile read only memory (ROM) or flash memory in which fixed instructions are stored. In some implementations, a basic input/output system (BIOS), containing the basic routines that help to transfer information between elements within computer system900, such as during start-up, may typically be stored in the ROM. The RAM typically contains data and/or program modules that are presently being operated and executed by processing subsystem904. In some implementations, system memory910may include multiple different types of memory, such as static random access memory (SRAM) or dynamic random access memory (DRAM).

By way of example, and not limitation, as depicted inFIG. 9, system memory910may store application programs912, which may include client applications, Web browsers, mid-tier applications, relational database management systems (RDBMS), etc., program data914, and an operating system916. By way of example, operating system916may include various versions of Microsoft Windows®, Apple Macintosh®, and/or Linux operating systems, a variety of commercially-available UNIX® or UNIX-like operating systems (including without limitation the variety of GNU/Linux operating systems, the Google Chrome® OS, and the like) and/or mobile operating systems such as iOS, Windows® Phone, Android® OS, BlackBerry® 10 OS, and Palm® OS operating systems.

In certain embodiments, storage subsystem900may also include a computer-readable storage media reader920that can further be connected to computer-readable storage media922. Together and, optionally, in combination with system memory910, computer-readable storage media922may comprehensively represent remote, local, fixed, and/or removable storage devices plus storage media for storing computer-readable information.

In certain embodiments, computer system900may provide support for executing one or more virtual machines. Computer system900may execute a program such as a hypervisor for facilitating the configuring and managing of the virtual machines. Each virtual machine may be allocated memory, compute (e.g., processors, cores), I/O, and networking resources. Each virtual machine typically runs its own operating system, which may be the same as or different from the operating systems executed by other virtual machines executed by computer system900. Accordingly, multiple operating systems may potentially be run concurrently by computer system900. Each virtual machine generally runs independently of the other virtual machines.

Communications subsystem924provides an interface to other computer systems and networks. Communications subsystem924serves as an interface for receiving data from and transmitting data to other systems from computer system900. For example, communications subsystem924may enable computer system900to establish a communication channel to one or more client devices via the Internet for receiving and sending information from and to the client devices.

Communication subsystem924may support both wired and/or wireless communication protocols. For example, in certain embodiments, communications subsystem924may include radio frequency (RF) transceiver components for accessing wireless voice and/or data networks (e.g., using cellular telephone technology, advanced data network technology, such as 3G, 4G or EDGE (enhanced data rates for global evolution), WiFi (IEEE 802.11 family standards, or other mobile communication technologies, or any combination thereof), global positioning system (GPS) receiver components, and/or other components. In some embodiments communications subsystem924can provide wired network connectivity (e.g., Ethernet) in addition to or instead of a wireless interface.

Communication subsystem924can receive and transmit data in various forms. For example, in some embodiments, communications subsystem924may receive input communication in the form of structured and/or unstructured data feeds926, event streams928, event updates930, and the like. For example, communications subsystem924may be configured to receive (or send) data feeds926in real-time from users of social media networks and/or other communication services such as Twitter® feeds, Facebook® updates, web feeds such as Rich Site Summary (RSS) feeds, and/or real-time updates from one or more third party information sources.

Communications subsystem924may also be configured to output the structured and/or unstructured data feeds926, event streams928, event updates930, and the like to one or more databases that may be in communication with one or more streaming data source computers coupled to computer system900.

Due to the ever-changing nature of computers and networks, the description of computer system900depicted inFIG. 9is intended only as a specific example. Many other configurations having more or fewer components than the system depicted inFIG. 9are possible. Based on the disclosure and teachings provided herein, a person of ordinary skill in the art will appreciate other ways and/or methods to implement the various embodiments.

Although specific embodiments of the invention have been described, various modifications, alterations, alternative constructions, and equivalents are also encompassed within the scope of the invention. Embodiments of the present invention are not restricted to operation within certain specific data processing environments, but are free to operate within a plurality of data processing environments. Additionally, although embodiments of the present invention have been described using a particular series of transactions and steps, it should be apparent to those skilled in the art that the scope of the present invention is not limited to the described series of transactions and steps. Various features and aspects of the above-described embodiments may be used individually or jointly.