WO2009037530A2

WO2009037530A2 - Method and apparatus for assisting a representative in a computerized interactive environment

Info

Publication number: WO2009037530A2
Application number: PCT/IB2007/053833
Authority: WO
Inventors: Amir Askarov
Original assignee: Playtech Software Limited
Priority date: 2007-09-20
Filing date: 2007-09-20
Publication date: 2009-03-26
Also published as: WO2009037530A3

Abstract

A method and apparatus for enabling a supervisor to assist a representative handling sessions with multiple participants. Each session is accompanied by a chat session, and if further attention to a particular participant or a particular subject is required, the supervisor opens or joins a chat session with the participants. Preferably, text entered in the chats session between the representative and the participants is copied into the chat session with the supervisor, so that the supervisor is fully aware of the exchanged information and asked questions.

Description

METHOD AND APPARATUS FOR ASSISTING A REPRESENTATIVE IN A COMPUTERIZED INTERACTIVE ENVIRONMENT

BACKGROUND TECHNICAL FIELD

The present disclosure relates to an interactive computerized environment in general, and to a method and apparatus for enabling a supervisor to help a representative managing an interactive session in particular.

DISCUSSION OF THE RELATED ART

In many computerized interactive environments, one or more participants are communicating with a representative of an organization. The communication is preferably via a user interface, part of which is a chat area, in which the participants and the representative can enter text and optionally emoticons. Such environments can include but are not limited to e-learning sessions, computerized auctions, gaming, and other applications. The participants are optionally unaware of one another, i.e., each participant holds a separate session with the representative. Thus, the participant sees in the chat area only the text messages related to his or her session. Alternatively, multiple participants share a common session, in which case all participants in a particular session see all text messages entered by the representative or by any of the participants. Occasionally, one or more participants make misuse of the chat tool, for example by asking irrelevant questions, flooding the representative with text, discussing with the representative issues that are of no interest to other participants or the like. On one hand, the representative should be as polite and efficient as possible, by relating to the participant's questions and providing the full information. On the other hand, relating to a particular participant for a long time may frustrate and irritate other participants and hold back the session. The same problem may occur when a single representative is handling multiple sessions, wherein each session represents communication between the representative and a single participant. In such cases, although the participants in different sessions are unaware of each other, they still feel longer response times on the representative side if one participant demands more attention.

Another problem that may arise in such situations is that a representative, and particularly a novice one, may not always have the right answers and solutions for every situation that arises in one or more sessions.

There ϊs thus a need for a method and apparatus that will enable multiple participants chatting with a representative to receive appropriate service and answers while not being held back due to proper treatment and service provided to other participants.

SUMMARY

The disclosed method and apparatus enable a supervisor of a representative handling an interactive session which involves chat, to help the representative by joining or starting a chat session with one or more participants from the session, for either answering questions the representative cannot answer or handling a separate char with some of the participants, thus enabling the representative to continue with the interactive session. In accordance with the disclosure, there is thus provided in a computer network environment, a method for a supervisor of a representative of an organization handling an interactive sessions with one or more participants, the interactive session comprising a first chat session, to participate in a second chat session, the method comprising the steps of: updating a display device used by the supervisor with an indication related to the first chat session; and enabling the supervisor to participate in a second chat session with the participant, the second chat session associated with the first chat session. Within the method, the second chat session is optionally the first chat session. Optionally, the indication of the first chat session comprises a call for assistance issued by the representative. Within the method, the call for assistance optionally comprises one or more items selected from the group consisting of: an indication to the at least one participant; an indication to a topic; and free text. Within the method, enabling the supervisor to chat with the participant of the first chat session, optionally comprises starting the second chat session between the supervisor and the participant. Within the method, text exchanged between the participant and the representative in the first chat session is optionally copied to the at least one second chat session. Within the method, the supervisor can optionally view the first chat session.

Another aspect of the disclosure relates to an apparatus in a computer network environment, the apparatus for a supervisor of a representative of an organization handling one or more interactive sessions with one or more participants, one of the interactive sessions comprising a first chat session, to participate in a second chat session, the apparatus comprising: a participant chat component for enabling the participant to participate in the first chat session; a representative chat component for enabling the representative to participate in the second chat session; a help request generation component for enabling the representative to issue a help request to the supervisor; a supervisor chat component for enabling the supervisor to participate in the second chat session; a request waiting list handling component for enabling the supervisor to view the help request; a chat management component for communicating with the participant chat component, the representative chat component, and the supervisor chat component, and for managing the first chat session and the second chat session; and a storage device for storing text associated with the first chat session and the second chat session. The apparatus can further comprise a chat text retrieval component for retrieving text associated with the first chat session or with the participant, or a session list handling component for enabling the supervisor to view a list of the first chat sessions. Within the apparatus, the help request generation component optionally enables the representative to indicate in the help request an item selected from the group consisting of: an indication to a participant; an indication to a topic; and free text.

Yet another aspect of the disclosure relates to a computer readable storage medium containing a set of instructions for a general purpose computer, the set of instructions comprising: updating a display device used by a supervisor of a representative of an organization handling an interactive session with a participant, the interactive session comprising a first chat session, with an indication related to the first chat session; and enabling the supervisor to participate in a second chat session with the participant, the second chat session associated with the first chat session. BRIEF DESCRIPTION OF THE DRAWINGS

Attention is now directed to the drawing figures, where corresponding or like numerals or characters indicate corresponding or like components. In the drawings:

Fig. 1 is a schematic illustration of a typical environment in which the disclosed subject matter is used;

Fig. 2 is a schematic illustration of an exemplary user interface that enables a representative to issue a call for assistance to a supervisor; Fig. 3 is a schematic illustration of an exemplary user interface that enables a supervisor to view the available chat sessions and calls for assistance;

Fig. 4 is a schematic illustration of an exemplary user interface of a chat between a supervisor and one or more participants;

Fig. 5 is a flowchart showing the main steps in a method for enabling a supervisor to assist a representative in chat sessions; and

Fig. 6 is an exemplary block diagram of the main components in an apparatus for enabling a supervisor to assist a representative in chat sessions.

DETAILED DESCRIPTION

The disclosed subject matter provides a novel method and apparatus for enabling a supervisor to take over or join a chat session between a representative and one or more participants of a computerized event handled by the representative.

In a computerized distributed client-server environment, such as gaming, e-learning, multiple participants are receiving a service or participating in an event, the event managed by a representative, such as an e-teacher_s a game manager or others, representing an operator or organization. The representative and participants preferably take part in the event using web applications or installed applications, executed by computing platforms. In addition, or as part of the used application, the representative and participants may communicate via a chat tool, enabling each participant or the representative to type text which is sent and displayed to the other participants or the representative participating in the event. Preferably, the representative and all participants can view all text entered by any one of them. The text can relate to the used application, financial terms, social relationships or any other subject. However, one or more participants may be bothering the representative with irrelevant or lengthy questions, such that the representative can not provide adequate service to the other participants. In such cases, the representative can use a control, such as a button in the application, a menu or the like, to indicate to a supervisor that he or she needs help. The supervisor then either joins the whole event or the chat session, or opens a separate chat session with the participant. The chat session is optionally started with all text entered by the particular participant or the representative, so the supervisor can relate to the past communication and does not have to start the discussion from scratch. The representative optionally indicates to the supervisor the relevant session or player to which attention is required. The supervisor may receive multiple such indications from one or more representatives. The indications are preferably arranged and displayed as a queue, although a representative may also provide urgency indication, which can affect the queue. The supervisor then continues the chat session with the particular participant, so that the representative is free to continue with the event. In a preferred embodiment, the application used by the supervisor shows not only the queue of intervention requests but also a list of all the current sessions to which he or she can join even without a specific indication from the representative.

Referring now to Fig. 1 , showing a preferred environment in which the disclosed method and apparatus are used. In the environment, one or more representatives such as representative 100 is managing in a computer network environment an interactive session with participants such as participants 132 and 144. Representative 100 is supervised by supervisor 112. Representative 100 is using a computing platform 104, executing an application 110, the user interface of which is displayed on display device 108, supervisor 112 is using a computing platform 116 executing application 118, the user interface of which is displayed on display 120. The session is managed by a server 124 executing application 128. Each of computing platforms 104 and 116 and server 124 is preferably a personal computer, a mainframe computer, a laptop computer or any other type of computing platform that is provisioned with a memory device (not shown), a CPU or microprocessor device, and several I/O ports (not shown). Platforms 104 and 116 also comprise input and output devices, such as a display, a loudspeaker, a microphone, a keyboard, a mouse, a joystick or other input or output devices. Participants 132 and 144 use computing platforms 136 and 148, respectively, which execute applications 140 and 152 respectively, displayed on display devices 138 and 154 respectively. Each of computing platforms 136 and 148 can also be a personal computer, a mainframe computer, a laptop computer, or the like, provisioned with input and output devices as detailed above. Alternatively, each of platforms 136 and 148 may be a handheld device such as a mobile telephone, a Personal Digital Assistant, or the like. Platforms 136 or 148 may further be dedicated devices, such as a gaming device. All components of the system are connected via a communication channel 156, such as the Internet, Intranet, Local Area Network (LAN), Wide Area Network (WAN), Infra-net, telephone network, voice over IP, or the like, employing commonly used protocols such as TCP, IP, IPTV or derivatives thereof. Server 1124 executes application 128 which is preferably a server-side application, designed for managing the session led by representative 104. Platforms 104 and 116 execute client-side of the same application, with representative and supervisor privileges, respectively, and platfoπns 136 and 148 execute client-side of the application with participant privileges. Applications 110, 118, 128, 140, 152 can be programmed in any programming language such as C++, C#, VB, VB .Net, Java, or other languages, such as the languages supported by .Net environment, and under any development environment, such as Windows.Net, J2EE or others. Alternatively, applications 110, 118, 128, 140, 152 can be implemented as firmware ported for a specific processor such as digital signal processor (DSP) or microcontrollers, or can be implemented as hardware or configurable hardware such as field programmable gate array (FPGA) or application specific integrated circuit (ASIC). Server 124 preferably comprises or is connected to a storage unit (not shown) storing the data necessary for managing the session, including participant data, session data and others.

Referring now to Fig. 2, showing a preferred implementation of a user interface enabling representative 100 to request help from supervisor or another person in charge of providing solutions 112 of Fig. 1. The user interface is preferably displayed on a dialogue or a window presented to representative 100. The user interface, generally referenced 200 enables representative 100 to select a specific participant by checking control 204 and selecting a particular user from list 208. If a user is selected, a chat is opened between the specified participant and the supervisor. Otherwise, the supervisor joins the session. Optionally, if a particular participant is selected, the text entered by the participant, or the text entered by the representative are copied to the chat session between the participant and the representative. The representative can also check control 212 and by using list 216 indicate a specific problem, topic or subject to be discussed with the particular participant or with all participants of the session. The user can further add free text in text box 220 to be displayed to the supervisor as part of the help request. When the representative finished indicating the participant, the subject or free text, or even without any indication, he or she presses send button 224 and the request is sent to the supervisor. It will be appreciated that the shown user interface is exemplary only, and that any other combination of controls and arrangement can be used. Other methods of indication, for example voice, can also be used to notify a supervisor of required help. It will also be appreciated that additional details can be supplied, such as urgency of call, or details can be omitted. Referring now to Fig. 3, showing an illustration of a preferred user interface displayed to supervisor 112 of Fig. 1. In one embodiment, the user interface, comprises a main screen tab 301 and one or more screen tabs, such as sessionl tab 302. The main screen, generally referenced 300 shows to supervisor 112 a list of all ongoing sessions 304, and a list of all waiting requests 308. Session list 304 shows to supervisor 112 all the sessions that are currently handled by the representatives that he or she is responsible for. In a preferred embodiment, each session is represented in a line, indicating for example the session name, the session's manager name, the number of participants and the maximal possible number of participants in the session. The supervisor can select a line, and then click View button 312 or Join button 316 in order to view or to join, respectively the relevant session, including the chat. Waiting list pane 308 preferably comprises a line for each help request made by a representative. Each help request preferably comprises the name of the session for which help is required, the name of the relevant participant, if indicated by the representative, the topic, if indicated, and the free text if supplied. When the supervisor clicks or otherwise indicates Switch to Button 324 or the line relating to the required session in table 310 a chat session with the participants of the relevant session or with a single participant is opened. Preferably, the relevant text, i.e. all text entered by the representative, and the text entered by all participants or a particular participant, respectively, is copied to the session. It will be appreciated that the user interface is exemplary only and other implementations, including more, less, or different controls can be used without deviating from the spirit of the disclosure.

Referring now to Fig. 4, showing an illustration of a particular session tab. When the user clicks or otherwise selects session 1 tab 302, the session, generally referenced 400 is displayed. The display comprises chat window 404, showing all the text entered by the supervisor and the one or more participants. If the chart was opened upon a request of a representative managing a session, all relevant text from the session also appears in window 404. The supervisor preferably types the chat text in window 416, and after he clicks on Send button 416, the text is displayed in window 404 as well as on the relevant chat windows of the participants of the chat. The supervisor can select another participant from the relevant session, for example by selecting a participant from drop-down list 412, which appears only of the chat is with a session and not with a single participant. The display preferably presents to the supervisor the details of the participant as shown in window or pane 408, preferably including his or her name, nick name, other details and optionally the problem as indicated by the representative. When the supervisor clicks or otherwise indicated Close burton 420, the window closes, the chat session ends and the display switches to main screen tab 301. Referring now to Fig. 5, showing a preferred embodiment of the method for enabling a supervisor to take part and help a representative in chat sessions. On step 500, a session with chat is taking place between a representative and one or more participants. On step 504, which can take place before, after, or at the same time as step 500, a supervisor logs in to the system. On step 506 the supervisor's screen updates with all the sessions that take place at the current time, which are handled by representatives he or she is responsible for helping. The supervisor's screen updates whenever a new session is opened or a session is closed. On step 508 the supervisor selects a session from a session list, on step 512 the supervisor views or joins the selected session, according to his or her choice. On step 516, the representative handling a session may issue a request for help with the session. If no further details are provided for the help request, the supervisor's screen is updated immediately with the help request. Otherwise, on step 520 the representative adds details to the help request by selecting a particular participant or topic or adds free text to the help request. On step 524 the supervisor's screen updates with the help request. If details were supplied by the representative on step 520, the details are presented with the help request. On step 526 the supervisor selects a request from the list of requests, on step 528 the chat with the mentioned participants or all participants in the session starts, and on step 532 all relevant text that was typed earlier in the session and relates to any of the participants is copied to the chat with the supervisor.

Referring now to Fig. 6, showing a preferred embodiment of an apparatus for assisting representatives managing sessions with participants. The apparatus comprises components placed within the applications used by the participants, the representative, the supervisor and the server application, i.e., applications 110, 118, 128, 140, 152 of Fig. 1. The components include a chat component 604 within participant application 152 or 140. Participant chat component 604 is an ordinary chat component, enabling a participant to enter text and view the text he or she entered, and text addressed to him or to a group he is included in. Participant chat component 604 preferably invokes automatically when the participant enters the relevant session, such as auction, e-learning session, a game or the like. Participant chat component 604 may not enable a participant to choose chat session or participants. Another component is representative chat component 612, which is included in representative application 110. Representative chat component 612 is also activated once one or more sessions the representative manages start. Preferably, the representative can switch, for example by using tabs, between chat sessions wherein each chat session is associated with an activity session such as e-learning, auction, gaming or any other one. Representative application 110 further comprises a help request generation component, 616 for invoking and handling a help request mechanism, such as the help request window shown in Fig. 2 above. Representative application 110 also comprises a supervisor notification component 620 for notifying the supervisor, for example by updating the supervisor's user interface shown in Fig. 3 above, about a new session, a session that closed, a help request or any other notification. Supervisor application 118 comprises a chat component, enabling the supervisor to join or view any chat session managed by one or more of the representative he or she are responsible for. Supervisor application 118 further comprises a session list handling component 636, for displaying to the supervisor the list of sessions and enabling him or her to join any such session. Yet another component of supervisor application 118 is request waiting list handling component 640 for displaying to the supervisor a list of calls for help issued by representatives, allowing him to order the list according to any parameter, such as time of call, urgency, name or others. Request waiting list handling component 640 further enables the supervisor to start a chat session with the one or more relevant participants. The apparatus further comprises storage device 626, which preferably stores the text exchanged in all the chat sessions in the system. The text is stored for legal purposes such as dispute resolution, quality assurance or any other purposes. Server application 128 comprises a chat management component 648 for opening a chat session for each session, connecting the required participants, representative, or supervisor to each chat session, closing chat sessions, directing chat messages to the correct chat sessions and to the intended addresses, and additional operations. Participant chat component 604, representative chat component 612 and supervisor chat component 632 communicate with chat management component 648, which controls the activation, closure, text transferring and other operations relates to managing chats. Server application 128 further comprises a chat text retrieval component 652 for retrieving text from chat sessions, according to the person who entered the text, time, session or another parameter. Text retrieval is useful, among other purposes, for transferring the text that was submitted in a chat session, to a new chat opened between a supervisor and a participant of the chat session, who requires help. It will be appreciated that the disclosed components and their distribution between the various applications are exemplary only, and that different components, or different distributions of the components among the applications can be designed. The components can be implemented as standalone components, such as executables, or as parts of the applications, such as in routines, procedures, objects, script files, dynamic link libraries, static libraries or other components. Alternatively, any one or more of the components can be implemented as a third party product integrated into the environment.

The disclosed subject matter provides method and apparatus for enabling a representative managing a session accompanied by a chat session with participants, to receive help from a supervisor in order to enhance the flow of the managed sessions without excessive or irrelevant interruption by one or more participants. The supervisor can view or join and chat session. The supervisor can also receive help requests from the representatives, which may or may not include further details of a particular participant or a particular problem. While preferred embodiments of the disclosed subject matter have been described, so as to enable one of skill in the art to practice the disclosed subject matter. The preceding description is intended to be exemplary only and not be used to limit the scope of the disclosure to what has been particularly shown and described hereinabove. The scope of the disclosure should be determined by reference to the following claims.

Claims

CLAIMS What is claimed is:

1. In a computer network environment, a method for a supervisor of a representative of an organization handling an at least one interactive session with an at least one participant, the at least one interactive session comprising an at least one first chat session, to participate in an at least one second chat session, the method comprising the steps of: updating a display device used by the supervisor with an at least one indication related to the at least one first chat session; and enabling the supervisor to participate in an at least one second chat session with the at least one participant, the at least one second chat session associated with the at least one first chat session.

2. The method of claim 1, wherein the at least one second chat session is the at least one first chat session.

3. The method of claim 1, wherein the indication of the at least one first chat session comprises a call for assistance issued by the representative.

4. The method of claim 3 wherein the call for assistance comprises an at least one item selected from the group consisting of: an indication to the at least one participant; an indication to a topic; and free text.

5. The method of claim 1 wherein enabling the supervisor to chat with the at least one participant of the at least one first chat session, comprises starting the at least one second chat session between the supervisor and the at least one participant.

6. The method of claim 5 wherein text exchanged between the at least one participant and the representative in the at least one first chat session is copied to the at least one second chat session.

7. The method of claim 1, wherein the supervisor can view the at least one first chat session.

8. In a computer network environment, an apparatus for a supervisor of a representative of an organization handling an at least one interactive sessions with an at least one participant, the at least one interactive session comprising an at least one first chat session, to participate in an at least one second chat session, the apparatus comprising: a participant chat component for enabling the at least one participant to participate in the at least one first chat session; a representative chat component for enabling the representative to participate in the at least one second chat session; a help request generation component for enabling the representative to issue an at least one help request to the supervisor; a supervisor chat component for enabling the supervisor to participate in the at least one second chat session; a request waiting list handling component for enabling the supervisor to view the at least one help request; a chat management component for communicating with the participant chat component, the representative chat component, and the supervisor chat component, and for managing the at least one first chat session and the at least one second chat session; and a storage device for storing text associated with the at least one first chat session and the at least one second chat session.

9. The apparatus of claim 8 further comprising a chat text retrieval component for retrieving text associated with the at least one first chat session or with the at least one participant.

10, The apparatus of claim 8 further comprising a session list handling component for enabling the supervisor to view a list of the at least one first chat session.

11. The apparatus of claim 8 wherein the help request generation component enables the representative to indicate in the help request at least one item selected from the group consisting of: an indication to an at least one participant; an indication to a topic; and free text.

12. A computer readable storage medium containing a set of instructions for a general purpose computer, the set of instructions comprising: updating a display device used by a supervisor of a representative of an organization handling an at least one interactive session with an at least one participant, the at least one interactive session comprising an at least one first chat session, with an at least one indication related to the at least one first chat session; and enabling the supervisor to participate in an at least one second chat session with the at least one participant, the at least one second chat session associated with the at least one first chat session.