Patent ID: 12238050

DESCRIPTION

Hereinbelow are example definitions that are provided only for illustrative purposes in this disclosure, and should not be construed to limit the scope of the one or more embodiments disclosed herein in any manner. Some terms are defined below for purposes of clarity. These terms are not rigidly restricted to these definitions. This disclosure contemplates that these terms and other terms may also be defined by their use in the context of this description.

As used herein, “application” relates to software used on a computer (usually by a client and/or client device and can be applications that are targeted or supported by specific classes of machine, such as a mobile application, desktop application, tablet application, and/or enterprise application (e.g., client device application(s) on a client device). Applications may be separated into applications which reside on a client device (e.g., VPN, PowerPoint, Excel) and cloud applications which may reside in the cloud (e.g., Gmail, GitHub). Cloud applications may correspond to applications on the client device or may be other types such as social media applications (e.g., Facebook).

As used herein, “artificial intelligence (AI)” relates to one or more computer system operable to perform one or more tasks that normally require human intelligence, such as visual perception, speech recognition, decision-making, and translation between languages.

As used herein, “machine learning” relates to an application of AI that provides computer systems the ability to automatically learn and improve from data and experience without being explicitly programmed.

As used herein, “computer” relates to a single computer or to a system of interacting computers. A computer is a combination of a hardware system, a software operating system and perhaps one or more software application programs. Examples of a computer include without limitation a personal computer (PC), laptop computer, a smart phone, a cell phone, or a wireless tablet.

As used herein, “client device” relates to any device associated with a user, including personal computers, laptops, tablets, and/or mobile smartphones.

As used herein, “modules” relates to either software modules (e.g., code embodied on a machine-readable medium or in a transmission signal) or hardware modules. Certain embodiments are described herein as including logic or a number of components, modules, or mechanisms. A “hardware module” (or just “hardware”) as used herein is a tangible unit capable of performing certain operations and may be configured or arranged in a certain physical manner. In various example embodiments, one or more computer systems (e.g., a standalone computer system, a client computer system, or a server computer system) or one or more hardware modules of a computer system (e.g., a processor or a group of processors) may be configured by software (e.g., an application or application portion) as a hardware module that operates to perform certain operations as described herein. In some embodiments, a hardware module may be implemented mechanically, electronically, or any suitable combination thereof. For example, a hardware module may include dedicated circuitry or logic that is permanently configured to perform certain operations. For example, a hardware module may be a special-purpose processor, such as an FPGA or an ASIC. A hardware module may also include programmable logic or circuitry that is temporarily configured by software to perform certain operations. A hardware module may include software encompassed within a general-purpose processor or other programmable processor. It will be appreciated that the decision to implement a hardware module mechanically, in dedicated and permanently configured circuitry, or in temporarily configured circuitry (e.g., configured by software) may be driven by cost and time considerations. Accordingly, the phrase “hardware module” should be understood to encompass a tangible entity, be that an entity that is physically constructed, permanently configured (e.g., hardwired), or temporarily configured (e.g., programmed) to operate in a certain manner or to perform certain operations described herein. As used herein, “hardware-implemented module” refers to a hardware module. Considering embodiments in which hardware modules are temporarily configured (e.g., programmed), each of the hardware modules need not be configured or instantiated at any one instance in time. For example, where a hardware module comprises a general-purpose processor configured by software to become a special-purpose processor, the general-purpose processor may be configured as respectively different special-purpose processors (e.g., comprising different hardware modules) at different times. Software may accordingly configure a processor, for example, to constitute a particular hardware module at one instance of time and to constitute a different hardware module at a different instance of time. Hardware modules can provide information to, and receive information from, other hardware modules. Accordingly, the described hardware modules may be regarded as being communicatively coupled. Where multiple hardware modules exist contemporaneously, communications may be achieved through signal transmission (e.g., over appropriate circuits and buses) between or among two or more of the hardware modules. In embodiments in which multiple hardware modules are configured or instantiated at different times, communications between such hardware modules may be achieved, for example, through the storage and retrieval of information in memory structures to which the multiple hardware modules have access.

As used herein, “network” or “networks” relates to any combination of electronic communication networks, including without limitation the Internet, a local area network (LAN), a wide area network, a wireless network, and a cellular network (e.g., 4G, 5G).

As used herein, “processes” or “methods” are presented in terms of processes (or methods) or symbolic representations of operations on data stored as bits or binary digital signals within a machine memory (e.g., a computer memory). These processes or symbolic representations are examples of techniques used by those of ordinary skill in the data processing arts to convey the substance of their work to others skilled in the art. As used herein, a “process” is a self-consistent sequence of operations or similar processing leading to a desired result. In this context, processes and operations involve physical manipulation of physical quantities. Typically, but not necessarily, such quantities may take the form of electrical, magnetic, or optical signals capable of being stored, accessed, transferred, combined, compared, or otherwise manipulated by a machine. It is convenient at times, principally for reasons of common usage, to refer to such signals using words such as “data,” “content,” “bits,” “values,” “elements,” “symbols,” “characters,” “terms,” “numbers,” “numerals,” or the like. Unless specifically stated otherwise, discussions herein using words such as “processing,” “computing,” “calculating,” “determining,” “presenting,” “displaying,” or the like may refer to actions or processes of a machine (e.g., a computer) that manipulates or transforms data represented as physical (e.g., electronic, magnetic, or optical) quantities within one or more memories (e.g., volatile memory, non-volatile memory, or any suitable combination thereof), registers, or other machine components that receive, store, transmit, or display information.

As used herein, “processor-Implemented module” relates to a hardware module implemented using one or more processors. The various operations of example methods described herein may be performed, at least partially, by one or more processors that are temporarily configured (e.g., by software) or permanently configured to perform the relevant operations. Whether temporarily or permanently configured, such processors may constitute processor-implemented modules that operate to perform one or more operations or functions described herein.

As used herein, “server” relates to a server computer or group of computers that acts to provide a service for a certain function or access to a network resource. A server may be a physical server, a hosted server in a virtual environment, or software code executing on a platform.

As used herein, “service” or “application” relates to an online server (or set of servers), and can refer to a web site and/or web application.

As used herein, “software” relates to a set of instructions and associated documentations that tells a computer what to do or how to perform a task. Software includes all different software programs on a computer, such as applications and the operating system. A software application could be written in substantially any suitable programming language, which could easily be selected by one of ordinary skill in the art. The programming language chosen should be compatible with the computer by which the software application is to be executed and, in particular, with the operating system of that computer. Examples of suitable programming languages include without limitation Object Pascal, C, C++, CGI, Java, and Java Scripts. Further, the functions of some embodiments, when described as a series of steps for a method, could be implemented as a series of software instructions for being operated by a processor, such that the embodiments could be implemented as software, hardware, or a combination thereof.

As used herein, “sensor” relates to any device, component and/or system that can perform one or more of detecting, determining, assessing, monitoring, measuring, quantifying, and sensing something.

As used herein, “real-time” relates to a level of processing responsiveness that a user, module, or system senses as sufficiently immediate for a particular process or determination to be made, or that enables the processor to keep up with some external process.

As used herein, “user” relates to a consumer, machine entity, and/or requesting party, and may be human or machine.

In accordance with one or more embodiments set forth, illustrated, and described herein, a virtual chat communication platform is provided for a client device of a user having one or more financial accounts residing at one or more financial institution servers of a financial institution. The virtual chat communication platform enables a single user, using a single client device, to participate in multiple simultaneous virtual chat communication sessions with virtual support agents acting on behalf of the financial institution in support of serving the needs of the user. In that way, the user is not forced to cancel or end a first virtual chat communication session in order to commence two or more additional virtual chat communication sessions using the same client device.

Turning to the figures, in whichFIG.1illustrates a communication environment that facilitates communications between a user and a financial institution. A client device100of a user (financial account holder) operating in the communication environment facilitates user access to and user management of one or more financial accounts residing at one or more financial institution servers200of the financial institution. The communication environment includes the client device100, the one or more financial institution servers200, and a communication network300through which communication is facilitated between the client device100and the one or more financial institution servers200.

In accordance with one or more embodiments set forth, described, and/or illustrated herein, the client device100comprises a computing device, including but not limited to a desktop computer, a laptop computer, a smart phone, a handheld personal computer, a workstation, a game console, a cellular phone, a mobile device, a personal computing device, a wearable electronic device, a smartwatch, smart eyewear, a tablet computer, a convertible tablet computer, or any other electronic, microelectronic, or micro-electromechanical device for processing and communicating data. This disclosure contemplates the client device100comprising any form of electronic device that optimizes or otherwise transforms the performance and functionality of the one or more embodiments in a manner that falls within the spirit and scope of the principles of this disclosure.

In the illustrated example embodiment ofFIG.2, the client device100comprises a mobile device100a. Some of the possible operational elements of the mobile device100aare illustrated inFIG.2and will now be described herein. It will be understood that it is not necessary for the mobile device100ato have all the elements illustrated inFIG.2. For example, the mobile device100amay have any combination of the various elements illustrated inFIG.2. Moreover, the mobile device100amay have additional elements to those illustrated inFIG.2.

The mobile device100aincludes one or more processors110a, a non-transitory memory120aoperatively coupled to the one or more processors110a, an I/O hub130a, a network interface140a, and a power source150a.

The memory120acomprises a set of instructions of computer-executable program code. The set of instructions are executable by the one or more processors110ato cause execution of an operating system121aand one or more software applications of a software application module122athat reside in the memory120a. The one or more software applications residing in the memory120aincludes, but is not limited to, a financial institution application that is associated with the financial institution. The financial institution application comprises a mobile application or desktop application that facilitates establishment of a secure connection between the mobile device100aand the one or more financial institution servers200. The one or more processors110aare operable to execute the mobile application or desktop application to facilitate user access to the one or more financial accounts and user management of the one or more financial accounts.

The memory120aalso includes one or more data stores123athat are operable to store one or more types of data. The mobile device100amay include one or more interfaces that facilitate one or more systems or modules thereof to transform, manage, retrieve, modify, add, or delete, the data residing in the data stores123a. The one or more data stores123amay comprise volatile and/or non-volatile memory. Examples of suitable data stores123ainclude, but are not limited to RAM (Random Access Memory), flash memory, ROM (Read Only Memory), PROM (Programmable Read-Only Memory), EPROM (Erasable Programmable Read-Only Memory), EEPROM (Electrically Erasable Programmable Read-Only Memory), registers, magnetic disks, optical disks, hard drives, or any other suitable non-transitory storage medium, or any combination thereof. The one or more data stores123amay be a component of the one or more processors110aor alternatively, may be operatively connected to the one or more processors110afor use thereby. As set forth, described, and/or illustrated herein, “operatively connected” may include direct or indirect connections, including connections without direct physical contact.

The memory120aalso includes an SMS module124aoperable to facilitate user transmission and receipt of text messages via the mobile device100athough the network300. In one example embodiment, the user may receive text messages from the financial institution that are associated with the user access and the user management of the one or more financial accounts. An email module125ais operable to facilitate user transmission and receipt of email messages via the mobile device100athrough the network300. In one example embodiment, the user may receive email messages from the financial institution that are associated with the user access and the user management of the one or more financial accounts. The user may utilize a web browser module126athat is operable to facilitate user access to one or more websites associated with the financial institution through the network300. A digital wallet module127afacilitates the generation of one or more digital wallets associated with the one or more financial accounts.

In accordance with one or more embodiments set forth, described, and/or illustrated herein, the mobile device100aincludes an I/O hub130aoperatively connected to other systems and subsystems of the mobile device100a. The I/O system130amay include one or more of an input interface, an output interface, and a network controller to facilitate communications between the mobile device100aand the one or more financial institution servers200. The input interface and the output interface may be integrated as a single, unitary user interface131a, or alternatively, be separate as independent interfaces that are operatively connected.

As used herein, the input interface is defined as any device, software, component, system, element, or arrangement or groups thereof that enable information and/or data to be entered as input commands by a user in a manner that directs the one or more processors110ato execute instructions. The input interface may comprise a user interface (UI), a graphical user interface (GUI), such as, for example, a display, human-machine interface (HMI), or the like. Embodiments, however, are not limited thereto, and thus, this disclosure contemplates the input interface comprising a keypad, touch screen, multi-touch screen, button, joystick, mouse, trackball, microphone and/or combinations thereof.

As used herein, the output interface is defined as any device, software, component, system, element or arrangement or groups thereof that enable information/data to be presented to a user. The output interface may comprise one or more of a visual display or an audio display, including, but not limited to, a microphone, earphone, and/or speaker. One or more components of the mobile device100amay serve as both a component of the input interface and a component of the output interface.

The mobile device100aalso includes a network interface140aoperable to facilitate connection to the network300. The mobile device100afurther includes a power source150athat comprises a wired powered source, a wireless power source, a replaceable battery source, or a rechargeable battery source.

In the illustrated example embodiment ofFIG.3, the client device100comprises a personal computing device100b. Some of the possible operational elements of the personal computing device100bare illustrated inFIG.3and will now be described herein. It will be understood that it is not necessary for the personal computing device100bto have all the elements illustrated inFIG.3. For example, the personal computing device100bmay have any combination of the various elements illustrated inFIG.3. Moreover, the personal computing device100bmay have additional elements to those illustrated inFIG.3.

The personal computing device100bincludes one or more processors110b, a non-transitory memory120boperatively coupled to the one or more processors110A, an I/O hub130b, and a network interface140b.

The memory120bcomprises a set of instructions of computer-executable program code. The set of instructions are executable by the one or more processors110bto cause control of the web browser module121bin a manner that facilitates user access to a web browser having one or more websites associated with the financial institution through the network300.

The memory120balso includes one or more data stores122bthat are operable to store one or more types of data. The personal computing device100bmay include one or more interfaces that facilitate one or more systems or modules thereof to transform, manage, retrieve, modify, add, or delete, the data residing in the data stores122b. The one or more data stores122bmay comprise volatile and/or non-volatile memory. Examples of suitable data stores122binclude, but are not limited to RAM (Random Access Memory), flash memory, ROM (Read Only Memory), PROM (Programmable Read-Only Memory), EPROM (Erasable Programmable Read-Only Memory), EEPROM (Electrically Erasable Programmable Read-Only Memory), registers, magnetic disks, optical disks, hard drives, or any other suitable non-transitory storage medium, or any combination thereof. The one or more data stores122bmay be a component of the one or more processors110b, or alternatively, may be operatively connected to the one or more processors110bfor use thereby. As set forth, described, and/or illustrated herein, “operatively connected” may include direct or indirect connections, including connections without direct physical contact.

In accordance with one or more embodiments set forth, described, and/or illustrated herein, “processor” means any component or group of components that are operable to execute any of the processes described herein or any form of instructions to carry out such processes or cause such processes to be performed. The one or more processors100bmay be implemented with one or more general-purpose and/or one or more special-purpose processors. Examples of suitable processors include graphics processors, microprocessors, microcontrollers, DSP processors, and other circuitry that may execute software. Further examples of suitable processors include, but are not limited to, a central processing unit (CPU), an array processor, a vector processor, a digital signal processor (DSP), a field-programmable gate array (FPGA), a programmable logic array (PLA), an application specific integrated circuit (ASIC), programmable logic circuitry, and a controller. The one or more processors110bmay comprise at least one hardware circuit (e.g., an integrated circuit) operable to carry out instructions contained in program code. In embodiments in which there is a plurality of processors, such processors may work independently from each other, or one or more processors may work in combination with each other.

In accordance with one or more embodiments set forth, described, and/or illustrated herein, the personal computing device100aincludes an I/O hub130boperatively connected to other systems and subsystems of the personal computing device100a. The I/O system130bmay include one or more of an input interface, an output interface, and a network controller to facilitate communications between the personal computing device100aand the one or more financial institution servers200. The input interface and the output interface may be integrated as a single, unitary user interface131b, or alternatively, be separate as independent interfaces that are operatively connected.

As used herein, the input interface is defined as any device, software, component, system, element, or arrangement or groups thereof that enable information and/or data to be entered as input commands by a user in a manner that directs the one or more processors110bto execute instructions. The input interface may comprise a user interface (UI), a graphical user interface (GUI), such as, for example, a display, human-machine interface (HMI), or the like. Embodiments, however, are not limited thereto, and thus, this disclosure contemplates the input interface comprising a keypad, touch screen, multi-touch screen, button, joystick, mouse, trackball, microphone and/or combinations thereof.

As used herein, the output interface is defined as any device, software, component, system, element or arrangement or groups thereof that enable information/data to be presented to a user. The output interface may comprise one or more of a visual display or an audio display, including, but not limited to, a microphone, earphone, and/or speaker. One or more components of the mobile device100amay serve as both a component of the input interface and a component of the output interface.

The personal computing device100balso includes a network interface140boperable to facilitate connection to the network300.

As illustrated inFIG.4, the one or more financial institution servers200includes one or more processors210, a non-transitory memory220operatively coupled to the one or more processors210, a network interface230, a sensor module240, and a machine learning (ML) module250. Some of the possible operational elements of each server in the one or more financial institution servers200are illustrated inFIG.4and will now be described herein. It will be understood that it is not necessary for each server in the one or more financial institution servers200to have all the elements illustrated inFIG.4. For example, each server in the one or more financial institution servers200may have any combination of the various elements illustrated inFIG.4. Moreover, each server in the one or more financial institution servers200may have additional elements to those illustrated inFIG.4.

The one or more financial institution servers200may be controlled by a system manager (or policy manager) of the financial institution.

In accordance with one or more embodiments set forth, described, and/or illustrated herein, the one or more financial institution servers200may comprise a computing device, including but not limited to a server computer, a desktop computer, a laptop computer, a smart phone, a handheld personal computer, a workstation, a game console, a cellular phone, a mobile device, a personal computing device, a wearable electronic device, a smartwatch, smart eyewear, a tablet computer, a convertible tablet computer, or any other electronic, microelectronic, or micro-electromechanical device for processing and communicating data. This disclosure contemplates the one or more financial institution servers200comprising any form of electronic device that optimizes or otherwise transforms the performance and functionality of the one or more embodiments in a manner that falls within the spirit and scope of the principles of this disclosure.

The memory220comprises a set of instructions of computer-executable program code. The set of instructions are executable by the one or more processors210in manner that facilitates control of a user authentication module222, a mobile financial institution application module223having one or more mobile financial institution applications that reside in the memory220, an automated virtual support agent module224, and a human virtual support agent module225. In accordance with one or more embodiments set forth, described, and/or illustrated herein, the one or more financial institution servers200may individually or collectively execute the instructions to perform any one or more of the methodologies set forth, described, and illustrated herein.

The memory220also includes one or more data stores221that are operable to store one or more types of data, including but not limited to, user account data, user authentication data, sensor data, etc. The one or more data stores221may comprise volatile and/or non-volatile memory. Examples of suitable data stores221include, but are not limited to RAM (Random Access Memory), flash memory, ROM (Read Only Memory), PROM (Programmable Read-Only Memory), EPROM (Erasable Programmable Read-Only Memory), EEPROM (Electrically Erasable Programmable Read-Only Memory), registers, magnetic disks, optical disks, hard drives, or any other suitable non-transitory storage medium, or any combination thereof. The one or more data stores221may be a component of the one or more processors210, or alternatively, may be operatively connected to the one or more processors210for use thereby. As set forth, described, and/or illustrated herein, “operatively connected” may include direct or indirect connections, including connections without direct physical contact.

The memory220may include a single machine-readable medium, or a plurality of media (e.g., a centralized or distributed database, or associated caches and servers) operable to store the instructions. The term “machine-readable medium” shall also be taken to include any medium, or combination of multiple media, that is capable of storing instructions (e.g., software) for execution by a server (e.g., server), such that the instructions, when executed by the one or more processors210, cause the one or more financial institution servers200to perform any one or more of the methodologies set forth, described, and illustrated herein. Accordingly, a “machine-readable medium” refers to a single storage apparatus or device, as well as “cloud-based” storage systems or storage networks that include multiple storage apparatus or devices. The term “machine-readable medium” shall accordingly be taken to include, but not be limited to, one or more data repositories in the form of a solid-state memory, an optical medium, a magnetic medium, or any suitable combination thereof. The memory220can store computer readable program code and data which, when executed by the one or more processors210(or other processor) can implement (or cause to be implemented) any of the features and methodologies described herein.

The computer-executable program code may instruct the one or more processors210to cause the user authentication module221to authenticate a user in order to gain user access to the one or more financial accounts. The user authentication module221may be caused to request user input user data or user identification that include, but are not limited to, user identity (e.g., username), a user passcode, a cookie, user biometric data, a private key, a token, and/or another suitable authentication data or information.

The computer-executable program code may instruct the one or more processors210to execute certain logic, data-processing, and data-storing functions of the one or more financial institution servers200, in addition to certain communication functions of the one or more financial institution servers200. The one or more mobile financial institution applications of the mobile financial institution application module222are operable to communicate with the first client device100aand the second client device100bin a manner which facilitates user access to the one or more financial accounts in addition to user management of the one or more financial accounts based on successful user authentication.

The sensor module240is operable, at least during execution of the mobile application or desktop application by the client device100, to dynamically detect, determine, assess, monitor, measure, quantify, and/or sense information about the client device100. The sensor module240may be operable to detect, determine, assess, monitor, measure, quantify and/or sense in real-time. The sensor module240may be operable to detect, determine, assess, monitor, measure, quantify, and/or sense geographic location information about the geographic location of the client device100.

The ML module250may include one or more ML algorithms to train one or more machine learning models of the one or more financial institution servers200based on data and/or information resided in the memory220. The ML algorithms may include one or more of a linear regression algorithm, a logical regression algorithm, or a combination of different algorithms. A neural network may also be used to train the system based on the received data. The ML module250may analyze the received data and/or information, and transform the data and/or information in a manner which provides enhanced communication between the client device100and the one or more financial institution servers200, while also enhancing user access and management of the one or more financial accounts. The data and/or information may also be up-linked to other systems and modules in the one or more financial institution servers200for further processing to discover additional information that may be used to enhance the understanding of the information.

In accordance with one or more embodiments set forth, described, and/or illustrated herein, the network300may comprise a wireless network, a wired network, or any suitable combination thereof. For example, the network300is operable to support connectivity using any protocol or technology, including, but not limited to wireless cellular, wireless broadband, wireless local area network (WLAN), wireless personal area network (WPAN), wireless short distance communication, Global System for Mobile Communication (GSM), or any other suitable wired or wireless network operable to transmit and receive a data signal.

In accordance with one or more embodiments set forth, described, and/or illustrated herein, a user may, via the client device100, execute a mobile application or desktop application associated with the financial institution over the communication network300.

Illustrated examples shown inFIGS.5to6set forth computer-implemented methods500and600. In one or more examples, the respective flowcharts of the computer-implemented methods500and60may be implemented by the one or more processors210of the one or more financial institution servers200. In particular, the computer-implemented methods500and600may be implemented as one or more modules in a set of logic instructions stored in a non-transitory machine- or computer-readable storage medium such as random access memory (RAM), read only memory (ROM), programmable ROM (PROM), firmware, flash memory, etc., in configurable logic such as, for example, programmable logic arrays (PLAs), field programmable gate arrays (FPGAs), complex programmable logic devices (CPLDs), in fixed-functionality hardware logic using circuit technology such as, for example, application specific integrated circuit (ASIC), complementary metal oxide semiconductor (CMOS) or transistor-transistor logic (TTL) technology, or any combination thereof.

In accordance with one or more embodiments set forth, described, and/or illustrated herein, software executed by the one or more financial institution servers200provides functionality described or illustrated herein. In particular, software executed by the one or more processors210is operable to perform one or more processing blocks of the computer-implemented methods500and600set forth, described, and/or illustrated herein, or provides functionality set forth, described, and/or illustrated.

As illustrated inFIG.5, a computer-implemented method can implement a virtual chat communication session between a user and a virtual support agent, in accordance with one or more embodiments set forth and described herein.

Illustrated process block502causes the one or more processors210to initiate a new dedicated process in order to facilitate a new virtual chat communication session. This initiation may include such operations as allocating memory, adding the new virtual chat communication session to a chat queue (of all virtual chat communication sessions administered by the financial institution server(s)200), and all other such tasks.

From illustrated process block502, the computer-implemented method proceeds to illustrated process block504, which causes a visual display of a GUI comprising a chat interface on the client device100. A virtual chat communication session can be conducted on a stand-alone chat interface comprising a chat window, or a chat window superimposed over a chat widget (discussed further herein), or any GUI which functions to facilitate a virtual chat communication session between a user and a virtual support agent. The one or more processors210would communicate with a process executing on the client device100so that the process (could be an application program executing on the client device, a web browser, the operating system on the client device100, etc.) instructs the client device100to open the new virtual chat communication session by utilizing a GUI on the interface131a,131bof the client device100.

From illustrated process block504, the computer-implemented method proceeds to illustrated process block506, which receives a chat message (verbal and/or textual) entered into the GUI by the user on the client device100.

From illustrated process block506, the computer-implemented method500proceeds to illustrated process block508, which processes or analyzes (e.g., via parsing and/or natural language processing (NLP)) the contents of the chat message. For example, the computer-executable program code may instruct the one or more processors210to process or analyze the content of the chat message transmitted by the user by separating the words contained in the text and analyzing the text (using one or more such techniques, such as a rules-based system, a machine learning model (such as a convolution neural network), natural language processing (NLP), text mining, or the like.) The computer-executable program code may instruct the one or more processors210to generate a response to the chat message using the one or more such techniques, which may include querying a database in memory220to retrieve the response. For example, should the user provide a text query “what is my account balance?,” the text analyzer would analyze the text to determine that there is an unknown quantity needed (the user's account balance), and then query the one or more financial institution server(s)200to retrieve the quantity needed (the user's account balance).

From illustrated process block508, the computer-implemented method500proceeds to illustrated process block510, which generates and transmits by causing a visual display of a response (e.g., “Your account balance is $1,000.00”) on the chat interface that is visually displayed on the user interface131a,131b.

From illustrated process block510, the computer-implemented method500proceeds to illustrated decision block512, which determines whether the virtual chat communication session is terminated. A number of events may result in termination of the virtual chat communication session, including, but not limited to the user closing the chat window on the client device100, the user transmitting a command or request (textually and/or verbally) (e.g., “end this chat”), a human virtual support agent manually terminating the virtual chat communication session, the lapse of a predetermined amount of time (e.g., 10 minutes) without receiving any input from the user on the client device100, the user logging out of the mobile application or desktop application on the client device100, etc. Note that should no event occur that serves to terminate the virtual chat communication session, then the virtual chat communication session will continue.

Should it be determined that the virtual chat communication session has not been terminated, then the computer-implemented method500returns to illustrated process block506.

Should it be determined that the virtual chat communication session is terminated, then the computer-implemented method500proceeds to illustrated decision block512, in which the computer-executable program code instructs the one or more processors210to close the virtual chat communication session processes, and the virtual chat communication session would no longer require resources by the one or more financial institution server(s)200.

In accordance with one or more embodiments described herein, a user can engage in multiple virtual chat communication sessions in parallel (i.e., contemporaneously or simultaneously) on the same client device100with different virtual support agents (human or automated) from a financial institution. This advantageous facilitates the user discussing separate issues using multiple chat interfaces. While the user is waiting for a response from one virtual support agent, he/she may engage in another virtual chat communication session another virtual support agent to discuss another issue. Executing multiple virtual chat communication sessions in parallel on the same client device100can also be advantageous in that the user can separate different issues into different respective virtual chat communication sessions, avoiding potential confusion of using a single virtual chat communication session to address different issues. Conducting multiple virtual chat communication sessions in parallel on the same client device100can also be advantageous because a user may have one complex issue which requires a human virtual support agent while also having a simple issue which could be addressed by a virtual agent, so utilizing separate virtual chat communication sessions for each (one session with a human virtual support agent and one session with a virtual agent) would preserve resources at the financial institution.

As illustrated inFIG.6, a computer-implemented method can implement a virtual chat communication session between a user and a human virtual support agent, in accordance with one or more embodiments set forth and described herein. Illustrated process blocks602and604can be implemented the same as illustrated process blocks502and504, respectively, fromFIG.5.

In illustrated process block606, the virtual chat communication session for the user is matched with a human virtual support agent. The financial institution may have one or more human virtual support agents having access to the financial institution server(s), and whom have their own client device to facilitate communication with the user via a virtual chat communication session. The computer-executable program code may instruct the one or more processors210to match the virtual chat communication session with one of the plurality of human virtual support agents. The matching can be executed randomly, or a human virtual support agent can be selected based on certain criteria (e.g., linguistically compatible with a detected language used by the user, specialized knowledge and/or experience in the financial service being requested by the user, etc.), and/or by user request or command.

From illustrated process block606, the computer-implemented method600proceeds to illustrated process block608, in which a chat message is received from the client device100.

From illustrated process block608, the computer-implemented method600proceeds to illustrated process block610, in which the computer-executable program code may instruct the one or more processors210to transmit the chat message to the matched human virtual support agent for this respective virtual chat communication session.

From illustrated process block610, the computer-implemented method600proceeds to illustrated process block612, in which the computer-executable program code may instruct the one or more processors210to receive a response (textually or verbally) from the human virtual support agent, and then transmit the response for visual display on the user interface131a,131bof the client device100.

From illustrated process block612, the computer-implemented method600proceeds to illustrated decision block614, which determines whether the virtual chat communication session is terminated. This can be done identically to illustrated decision block514fromFIG.5.

Should it be determined that the virtual chat communication session is terminated, then the computer-implemented method600proceeds to illustrated decision block616, in which the computer-executable program code instructs the one or more processors210to close the virtual chat communication session processes (for this particular virtual chat communication session only. Should there be one or more additional virtual chat communication sessions that are actively executing on the client device100, those active virtual chat communication sessions would still be visually displayed on the client device100.

Should it be determined that the virtual chat communication session is not terminated, then the computer-implemented method600proceeds returns to illustrated process block608.

As illustrated inFIG.7, upon a user launching a financial institution mobile application or desktop application on the client device100, and being authenticated by the user authentication module221, the computer-executable program code may instruct the one or more processors210to cause a display of a GUI on the user interface131a,131bof the client device100. The GUI comprises a chat interface (e.g., a chat widget or chat window)700that facilitates a virtual chat communication session (e.g., a textual chat or a verbal/audio chat) with a virtual support agent (e.g., an automated virtual support agent or a human virtual support agent) that comprises a plurality of chat messages703to705visually displayed in chat bubbles between the user and the virtual support agent. The chat messages may be in verbal form or textual form. The user may input text messages via a chat window701that are to be processed by the one or more financial institution servers200(e.g., via the automated support agent module224and/or the human support agent module225). During the virtual chat communication session, the user may transmit a message704comprising a general request or inquiry for information. The computer-executable program code may instruct the one or more processors210to analyze the request, and query the financial institution server(s)200for an answer to the inquiry and respond by transmitting a message705providing information that was requested by the user via the client device100. In particular, in response to receipt of the user request for information, the computer-executable program code may instruct the one or more processors210to cause a visual display of a message on the chat interface on the user interface131a,131bof the client device100.

In the illustrated example embodiment ofFIG.7, a single chat widget may be utilized to facilitate interaction between a user using the client device100and the virtual support agent. In order to increase efficiency, the computer-executable program code may instruct the one or more processors210to cause (e.g., via the mobile financial institution application module223, the automated virtual support agent module224, and/or the human virtual support agent module225) the visual display of one or more additional chat widgets on the same chat window. The chat interface700may include a user-engageable icon702that, when engaged by the user, terminates the current virtual chat communication session by closing the chat interface700, but not any additional virtual chat communication sessions that are actively executing on the client device100.

Alternatively or additionally, as illustrated inFIG.8, upon a user launching a financial institution mobile application or desktop application on the client device100, and being authenticated by the user authentication module221, the computer-executable program code may instruct the one or more processors210to cause a display of a GUI on the user interface131a,131bof the client device100. The GUI comprises a chat interface (e.g., a chat widget or chat window)800that facilitates a virtual chat communication session with a virtual support agent (human virtual support agent or automated virtual support agent) that comprises a plurality of chat messages803and806visually displayed in chat bubbles between the user and the virtual support agent. The chat messages may be in verbal form or textual form. The user may input text messages via a chat window801that are to be processed by the one or more financial institution servers200(e.g., via the automated support agent module224and/or the human support agent module225).

During the virtual chat communication session between the user and the virtual support agent, the user can textually request via chat message806for an additional chat interface or chat window to facilitate another chat communication session. The computer-executable program code may instruct the one or more processors210to cause a display of a second graphical user interface (GUI) on the user interface131a,131bof the client device100that facilitates the second virtual chat communication session with a second virtual support agent (human virtual support agent or automated virtual support agent). Note that the virtual chat communication session may be conducted using any natural language, as the virtual support agent will be trained to recognize a variety of phrases with the functionality to open a new chat interface. The chat interface800may include a user-engageable icon802that, when engaged by the user, terminates the current virtual chat communication session by closing the chat interface800, but not any additional virtual chat communication sessions that are actively executing on the client device100.

Alternatively or additionally, as illustrated inFIG.9, upon a user launching a financial institution mobile application or desktop application on the client device100, and being authenticated by the user authentication module221, the computer-executable program code may instruct the one or more processors210to cause a visual display of a GUI on the user interface131a,131bof the client device100. The GUI comprises a chat interface (e.g., a chat widget or chat window)900that facilitates a first virtual chat communication session with a virtual support agent (human virtual support agent or automated virtual support agent) that comprises a plurality of chat messages903through90visually displayed in chat bubbles between the user and the virtual support agent. The chat messages may be in verbal form or textual form. The user may input text messages via a chat window901that are to be processed by the one or more financial institution servers200(e.g., via the automated support agent module224and/or the human support agent module225). The chat interface900includes a user-engageable icon906that facilitates the opening of an additional chat window for an additional virtual chat communication session.

During a first virtual chat communication session that is active, the computer-executable program code may instruct the one or more processors210to cause, in response to the user engaging the user-engageable icon906, a visual display of an additional chat interface on the user interface131a,131bof the client device100. Note that engaging the user-engageable icon906has the same functionality as the user textually or verbally communicating a desire to open an additional chat window. The chat interface900may include a user-engageable icon902that, when engaged by the user, terminates the current virtual chat communication session by closing the chat interface900, but not any additional virtual chat communication sessions that are actively executing on the client device100.

In accordance with one or more embodiments set forth and described herein, multiple simultaneous virtual chat communication sessions can be implemented using a chat window or a chat widget. They both may be administered in the same way and the methods and embodiments set forth herein would apply to both equally. A chat window is a separate window (seeFIG.10) in which a single virtual chat communication session is embodied in a single chat window, with each virtual chat communication session having its own separate chat window. On the other hand, a chat widget can implement simultaneous virtual chat communication sessions inside the same widget, with the virtual chat communication sessions being scrollable within the chat widget (seeFIGS.11and12). While the GUI may be different for chat windows and chat widgets, the technical implementation is the same. The system designer can choose whether to implement chats as chat windows (which can be advantageous in that multiple virtual chat communication sessions can be visible to the user simultaneously), chat widgets (which can be advantageous because a chat widget saves space on the GUI when there are multiple simultaneous virtual chat communication sessions actively executing), or a combination of both.

As illustrated inFIG.10, the computer-executable program code may instruct the one or more processors210to cause a visual display of a GUI1000comprising a dashboard associated with a financial institution. The GUI1000includes a chat interface that comprises a plurality of separate chat windows1001,1002that execute on the client device100contemporaneously. A first virtual chat window1001, corresponding to a first virtual chat communication session between the user and a first virtual support agent, can be visually displayed in response to a user engaging a user-engageable icon1003on the GUI1000. In accordance with one or more embodiments set forth herein, while the first virtual chat communication session is actively executing on the client device100, the user may again engage the user-engageable icon1003to commence a second virtual chat communication session with a second virtual support agent.

Alternatively or additionally, the user may engage a user-engageable icon1004visually displayed on the first virtual chat window1001to commence the second virtual chat communication session with a second virtual support agent. In response thereto, the computer-executable program code may instruct the one or more processors210to cause a visual display of a second virtual chat window1002, corresponding to a first virtual chat communication session between the user and a first virtual support agent. The chat windows1001,1002may also be displayed using the other methods described herein (e.g., textual command, verbal command, etc.). A user may commence a third virtual chat communication session with a third virtual support agent by either engaging the user-engageable icon1003on the GUI1000or a user-engageable icon1005visually displayed on the second virtual chat window1002. This may be done in order to commence contemporaneous execution of subsequent virtual chat communication sessions on the client device100.

Note that each chat window1001,1002may comprise floating action chat windows that are superimposed on the GUI1000. In this way, each chat window1001,1002may be selectively engaged and dragged around the active area of the GUI1000by the user to a desired location on the GUI1000. Each chat window1001,1002can also be selectively resized by a user by engaging the chat window1001,1002. In this manner, the chat windows1001,1002can be relocated and resized to suit any preferences of the user. For example, the user may selectively drag one or both of the chat widgets1001,1002to locations on the GUI1000in order to enable the user to visually see certain portions of the GUI1000(e.g., a financial account balance) while also conducting one or more virtual chat communication sessions. In that way, certain portions of the GUI1000may be accessed by the user without being obscured by the chat widgets1001,1002. The user can close each chat window1001,1002by engaging a corresponding user-engageable icon located on the chat window1001,1002. This will serve to close that respective chat widget1001,1002, but leave any other remaining chat widgets intact.

Note that the virtual chat communication sessions in the chat windows1001,1002are independent of each other, and can be administered by human virtual support agent, an automated virtual support agent (e.g., chatbot), or any combination thereof. For example, a user may request a human virtual support agent on one of the chat windows1001,1002to receive financial servicing (e.g., complex issues), while chatting with an automated virtual support agent in another chat window1001,1002to receive financial servicing (e.g., basic issues that would not require a human virtual support agent). The separate chat windows1001,1002may also be desirable to provide for an easier interaction for the user to break chats down into two separate chats to avoid confusing different issues within a same chat.

As illustrated inFIGS.11and12, the computer-executable program code may instruct the one or more processors210to cause a visual display of a GUI1100on the user interface131a,131bof the client device100, in accordance with one or more embodiments set forth and described herein. The GUI1100comprises a dashboard associated with a financial institution, and includes a chat interface that comprises a single chat widget1101superimposed on the dashboard and operable to support a plurality of chat windows within the chat widget1101. The single chat widget1101facilitates multiple virtual chat communication sessions (e.g., textual or verbal) with multiple virtual support agents in a contemporaneous manner. The chat widget1101facilitates the support of multiple chat windows, with only one chat window being visible at a time.

In the illustrated example embodiment ofFIG.11, the chat widget1101is visible, and includes user-engageable chat icons1102,1103which when engaged by the user, either advances the visible chat window1105to a successive chat window (e.g., chat window1205inFIG.12) within the chat widget1101, or either returns a successive chat window (e.g., chat window1205inFIG.12) to the previous chat window (e.g., chat window1105inFIG.11) within the chat widget1101.

As illustrated inFIG.12, the same chat widget1101now visually displays a second virtual chat window1205with an entirely different virtual chat communication session (having a different virtual support agent) from the first virtual chat window1105. There is no limit to how many individual chat windows the chat widget1101could support (although there may be a practical limit, such as, for example, 10 or 20, etc.). Each individual chat window1105,1205, has a user-engageable icon (the ‘X’ in the upper right of the respective window) which when engaged by the user closes the visible window, but will not close the other chat windows which are active executing but not visible. Closing a chat window means that the one or more processors210cause the respective chat window to no longer be visually displayed on the user interface131a,131bof the client device100, and any process(es) associated therewith executing on the financial institution server(s)200can be terminated (so long as these process(es) are not being used for any other virtual chat communication sessions). New chat windows can be opened inside the chat widget1101by using any methods described herein (e.g., textual command, verbal command, etc.).

All active virtual chat communication sessions can be scrolled through sequentially using the user-engageable advance chat icon1102(which displays the next, successive chat window) and the user-engageable previous chat icon1103(which displays the previous chat window). All active virtual chat communication sessions can be cycled through using the user-engageable chat icons1102,1103. Once a virtual chat communication session has been terminated, the chat window will not be scrolled through as it will no longer exist.

As illustrated inFIGS.13and14, a GUI for a financial institution application executing on a mobile device100autilizes a single chat widget which supports multiple chat windows, in accordance with one or more embodiments set forth and described herein.FIGS.13and14are similar toFIGS.11and12, exceptFIGS.13and14depict a GUI implemented on a mobile device100a, while the GUI illustrated inFIGS.9and10can be implemented on both a mobile device100aand a personal computing device100b. A user engaging (e.g., touching or clicking, etc.) the user-engageable advance chat icon1302advances to the second virtual chat window1402illustrated inFIG.14. A user engaging (or clicking, etc.) the user-engageable previous chat icon1303would return to the first virtual chat window1402. Should there be more than two active virtual chat communication sessions, a user may scroll through the active chat windows sequentially using the user-engageable advance chat icon1302and the user-engageable previous chat icon1303. As such, all chat windows can be cycled through using the user-engageable advance chat icon1302and the user-engageable previous chat icon1303. Once a virtual chat communication session has been terminated, the chat window will not be scrolled through as it will no longer exist.

As illustrated inFIG.15sets forth a GUI that uses a single chat window1502which utilizes different colors to visually distinguish each active virtual chat communication session, in accordance with one or more embodiments set forth and described herein. The chat window1502facilitates multiple virtual chat communication sessions, with each virtual chat communication session being assigned a different color (and/or shading). A first user-engageable color icon1504is visually displayed in a first color. The first user-engageable color icon1504, when engaged by the user, causes the routing of all textual messages by the user in the chat window1505to a first virtual support agent, and displays all textual messages by the virtual support agent in the chat window1505in the first color. A second user-engageable color icon1506is visually displayed in a second user-engageable color icon1506that is different than the first color. The second user-engageable color icon1506, when engaged by the user, causes of all textual messages by the user in the chat window1505to a second virtual support agent, and displays all textual messages by the virtual support agent in the chat window1505in the second color. The first color can also have a high contrast (e.g., red and green).

In this manner, the user can easily visually identify between virtual chat communication sessions based on color. The textual message received from the first virtual support agent or the second virtual support agent (or subsequent virtual support agents) would be displayed in the color that specific virtual support agent is associated with, regardless of the last user-engageable color icon that is engaged (the current color). The user is free to continuously selectively engage the first user-engageable color icon1504and the second first user-engageable color icon1506as desired in order to send text messages typed in the chat window1510to the appropriate virtual support agent.

Generally, when the chat window1502initially opens, only one virtual chat communication session would be present. Each time, however, the user wishes to initiate another virtual chat communication session (by selectively engaging the user-engageable icon1508), a new user-engageable color icon (e.g., second user-engageable color icon1506) will be visually displayed. This will enable the user to engage the second user-engageable icon1506to route all textual messages to a second virtual support agent. There is no limit to the number of simultaneous virtual chat communication sessions the user can initiate in the chat window1502, although there may be a practical limit (e.g., 10 or 20) programmed into the system.

Illustrated example shown inFIGS.16and17set forth computer-implemented methods1600,1800. In one or more examples, the respective flowcharts of the computer-implemented methods1600,1800may be implemented by the one or more processors210of the one or more financial institution servers200. In particular, the computer-implemented methods1600,1800may be implemented as one or more modules in a set of logic instructions stored in a non-transitory machine- or computer-readable storage medium such as random access memory (RAM), read only memory (ROM), programmable ROM (PROM), firmware, flash memory, etc., in configurable logic such as, for example, programmable logic arrays (PLAs), field programmable gate arrays (FPGAs), complex programmable logic devices (CPLDs), in fixed-functionality hardware logic using circuit technology such as, for example, application specific integrated circuit (ASIC), complementary metal oxide semiconductor (CMOS) or transistor-transistor logic (TTL) technology, or any combination thereof.

As illustrated inFIG.16, a computer-implemented method1600utilizes a single chat window which utilizes different colors for each virtual chat communication session, in accordance with one or more embodiments set forth and described herein. The computer-implemented method1600illustrated inFIG.16may be be utilized with the other computer-implemented methods for implementing virtual chat communication sessions described herein, and the features illustrated and described with respect toFIG.16supplement the other chat features described herein.

In illustrated process block1602, a first virtual chat communication session is initiated, and chat messages (typed by the user and received by a respective agent) are both associated with a default color (e.g., a first color).

The computer-implemented method1600may proceed to illustrated process block1604, in which a second virtual chat communication session is initiated (e.g., in response to the user selectively engaging the user-engageable icon1508). The user can also initiate the second virtual chat communication session using any of the methods described herein.

The computer-implemented method1600proceeds to illustrated process block1606, which visually displays all user chat messages in the text box1510using the current chat color (after text is typed into the text box1510it will then appear above the text box1510as part of the dialogue in the current chat color). Text transmitted by the user is routed to an appropriate virtual support agent. Should the current text be assigned the first color, then all user text will be visually associated with the first virtual chat communication session. Should the current text be assigned the second color, then all user text will be visually associated with the second virtual chat communication session.

All chat messages by the virtual support agents will be visually displayed in the color associated with the respective virtual support agent (for example, text by the first virtual support agent will be visually displayed in the first color and text by the second virtual support agent will be visually displayed in the second color).

The computer-implemented method1600proceeds to decision block1608which determines whether one of the user-engageable color icons1504,1506is engaged. Should the determination be “No,” the computer-implemented method1600can return to illustrated process block1606, which continues the virtual chat communication session(s).

Should, one of the user-engageable color icons1504,1506be engaged, then the computer-implemented method1600proceeds to illustrated process block1610, in which the current chat color is changed to the color of the respective color icon1504,1506engaged. Now, all text typed into the text box1510by the user will appear in the current chat color and will be routed to the agent associated with the current chat color. The method can return to illustrated process block1606to continue the virtual chat communication sessions.

As illustrated inFIG.17, a computer-implemented method can transmit a link which, when clicked, opens a new virtual chat communication session, in accordance with one or more embodiments set forth and described herein. A virtual chat communication session1700may transmit a chat message1706with a link1707from the virtual support agent to the client device100which contains a web link. When the web link is engaged by the user, causes an additional virtual chat communication session to open on the client device100. The additional virtual chat communication session can be opened using any computer-implemented method described herein (e.g., using a widget, an additional window, a single window using color to differentiate virtual chat communication sessions, etc.) The chat message1706having the link1707contained therein may be transmitted to the user initially (when the initial virtual chat communication session is initiated), at random, upon user request or command to open a new virtual chat communication session, upon a user-engageable icon being engaged or manipulated by the user, or any other such trigger.

As illustrated inFIG.18, a computer-implemented method1800opens multiple virtual chat communication sessions, in accordance with one or more embodiments set forth and described herein. The virtual chat communication session can be embodied in numerous forms, such as an individual chat window (which may be able to be selectively moved, resized, etc. by the user) and a chat window within a widget (which can incorporate multiple chat windows inside the widget which can be scrolled therebetween).

In illustrated process block1802, a user request or command is received by the one or more processors210to open a first virtual chat communication session. The request to open the first virtual chat communication session can occur in response to a user command (e.g., the user selectively engaging a user-engageable icon on a GUI visually displayed on the client device100, or by a textual command, or by a verbal command).

The computer-implemented method1800then proceeds to illustrated process block1804, which opens the first virtual chat communication session using a GUI visually displayed on the client device100. This can be executed as described herein, for example, utilizing the one or more processors210to cause the display of the GUI on the user interface131a,131bof the client device100to open a virtual chat communication session. The virtual chat communication session may be either an individual chat window for the virtual chat communication session or a chat widget for the virtual chat communication session. The chat widget may be used to execute multiple virtual chat communication sessions inside the same chat widget.

The computer-implemented method1800then proceeds to illustrated process block1806, which includes receives a user request or command on the client device100to open an additional virtual chat communication session. The request to open the second virtual chat communication session can occur in response to a user command (e.g., the user selectively engaging a user-engageable icon on a GUI visually displayed on the client device100, or by a textual command, or by a verbal command).

The computer-implemented method1800then proceeds to illustrated process block1808, which includes opening an additional virtual chat communication session (e.g., by causing a visual display of a new chat window on the GUI or a new chat window within the same widget of the first virtual chat communication session). Should a new chat window be opened (not inside a chat widget), the location of the new chat window on the GUI can be random or placed adjacent to the chat window for the first virtual chat communication session. An additional virtual chat communication session can be opened as described herein, by instructing the one or more processors210to communicate with the client device100and cause software executing on the client device100open an additional virtual chat communication session.

The computer-implemented method1800then proceeds to illustrated decision block1801, which opening another virtual chat communication session by returning to illustrated process block1806(or illustrated process block1802should there be no current virtual chat communication sessions that are active). Each new virtual chat communication session that is opened would be associated with a newly assigned virtual support agent. Each virtual chat communication session can be conducted by different virtual support agents. Note that for all active virtual chat communication sessions, the user can transmit textual messages for further processing. Should, on the other hand, a new virtual chat communication session is not opened, then the computer-implemented method1800can proceed to illustrated process block1812which continues the current virtual chat communication sessions. Should a virtual chat communication session not be considered active, it is either terminated and not visible or inaccessible, or terminated and visible but a user is not permitted to send any further textual messages.

In accordance with one or more embodiments set forth, described, and/or illustrated herein, the client device100and the one or more financial institution servers200could function in a fully virtualized environment. A virtual machine is where all hardware is virtual and operation is run over a virtual processor. The benefits of computer virtualization have been recognized as greatly increasing the computational efficiency and flexibility of a computing hardware platform. For example, computer virtualization facilitates multiple virtual computing machines to execute on a common computing hardware platform. Similar to a physical computing hardware platform, virtual computing machines include storage media, such as virtual hard disks, virtual processors, and other system components associated with a computing environment. For example, a virtual hard disk can store the operating system, data, and application files for a virtual machine. Virtualized computer system includes computing device or physical hardware platform, virtualization software executing on hardware platform, and one or more virtual machines executing on hardware platform by way of virtualization software. Virtualization software is therefore logically interposed between the physical hardware of hardware platform and guest system software executing “in” virtual machine.

Memory of the hardware platform may store virtualization software and guest system software executing in virtual machine. Virtualization software performs system resource management and virtual machine emulation. Virtual machine emulation may be performed by a virtual machine monitor (VMM) component. In typical implementations, each virtual machine (only one shown) has a corresponding VMM instance. Depending on implementation, virtualization software may be unhosted or hosted. Unhosted virtualization software generally relies on a specialized virtualization kernel for managing system resources, whereas hosted virtualization software relies on a commodity operating system: the “host operating system,” such as Windows or Linux to manage system resources. In a hosted virtualization system, the host operating system may be considered as part of virtualization software.

The system and method described herein may be at least partially processor-implemented, the one or more processors210being an example of hardware. For example, at least some of the operations of the computer-implemented methods may be performed by the one or more processors210or processor-implemented modules. Moreover, the one or more processors may also operate to support performance of the relevant operations in a “cloud computing” environment or as a “software as a service” (SaaS). For example, at least some of the operations may be performed by a group of computers (as examples of machines including processors), with these operations being accessible via a network (e.g., the Internet) and via one or more appropriate interfaces (e.g., an application program interface (API)).

The performance of certain of the operations may be distributed among the one or more processors210, not only residing within a single machine, but deployed across a plurality of machines. In some example embodiments, the one or more processors210or processor-implemented modules may be located in a single geographic location (e.g., within a home environment, an office environment, or a server farm). In other example embodiments, the one or more processors or processor-implemented modules may be distributed across a plurality of geographic locations.

Devices that are described as in “communication” with each other or “coupled” to each other need not be in continuous communication with each other or in direct physical contact, unless expressly specified otherwise. On the contrary, such devices need only transmit to each other as necessary or desirable, and may actually refrain from exchanging data most of the time. For example, a machine in communication with or coupled with another machine via the Internet may not transmit data to the other machine for a long period of time (e.g. weeks at a time). In addition, devices that are in communication with or coupled with each other may communicate directly or indirectly through one or more intermediaries.

The terms “coupled,” “attached,” or “connected” may be used herein to refer to any type of relationship, direct or indirect, between the components in query, and may apply to electrical, mechanical, fluid, optical, electromagnetic, electromechanical, or other connections. Additionally, the terms “first,” “second,” etc. are used herein only to facilitate discussion, and carry no particular temporal or chronological significance unless otherwise indicated. The terms “cause” or “causing” means to make, force, compel, direct, command, instruct, and/or enable an event or action to occur or at least be in a state where such event or action may occur, either in a direct or indirect manner.

Those skilled in the art will appreciate from the foregoing description that the broad techniques of the exemplary embodiments may be implemented in a variety of forms. Therefore, while the embodiments have been described in connection with particular examples thereof, the true scope of the embodiments should not be so limited since other modifications will become apparent to the skilled practitioner upon a study of the drawings, specification, and following claims.