阅读说明：本技术 用于提供增强的聊天服务的系统、方法和计算机程序产品 (System, method and computer program product for providing enhanced chat services ) 是由 约翰·于 詹姆斯·基纳·福克斯 于 2018-07-06 设计创作，主要内容包括：一种用于提供消息传送服务的方法包括：访问组织的组织结构；响应于所述组织的组织结构,创建聊天服务用户账户；响应于所述组织的组织结构,创建用户群,所述群组包括聊天群和广播聊天群；其中聊天群提供从聊天群的每个成员到聊天群的每个其他的成员的双向消息传送；其中广播聊天群提供从广播群所有者到广播聊天群的每个其他的成员的单向消息传送。(A method for providing messaging services comprising: accessing an organizational structure of an organization; creating a chat service user account in response to the organization structure of the organization; creating a user group in response to an organization structure of the organization, the group comprising a chat group and a broadcast chat group; wherein the chat group provides two-way messaging from each member of the chat group to each other member of the chat group; wherein the broadcast chat group provides one-way messaging from the broadcast group owner to each other member of the broadcast chat group.)

1. A method for providing messaging services, the method comprising:

accessing an organizational structure of an organization;

creating a chat service user account in response to the organization structure of the organization;

creating a user group in response to an organization structure of the organization, the group comprising a chat group and a broadcast chat group;

wherein the chat group provides two-way messaging from each member of the chat group to each other member of the chat group;

wherein the broadcast chat group provides one-way messaging from a broadcast group owner to each other member of the broadcast chat group.

2. The method of claim 1, further comprising:

creating a second chat group, the second chat group being a subset of the chat group.

3. The method of claim 1, further comprising:

creating a second broadcast chat group, the second broadcast chat group being a subset of the broadcast chat group.

4. The method of claim 1, wherein:

creating a group includes grouping users based on contacts inside the organization and contacts outside the organization.

5. The method of claim 1, further comprising:

reporting messaging activity of the chat group within the organization.

6. A method for managing a customer chat service, the method comprising:

receiving a login request from a customer service agent;

assigning an access code by a customer service agent login manager;

providing the access code to the customer service agent;

granting the customer service agent access to the customer chat service when the access code is received; and is

Initiating a one-to-one chat session between the customer service agent and a customer;

the customer service agent login manager adds and removes customer service agents from the customer chat service in response to customer needs in real time.

7. A method for accessing a chat service, the method comprising:

receiving an access code generated by a chat server executing a chat service application;

installing a user chat application on a device;

executing the user chat application on the device; and is

Entering the access code into the user chat application on the device to initiate a chat service.

8. The method of claim 7, wherein access to the chat service is provided without a user password.

9. A method for accessing a chat service, the method comprising:

reading a machine-readable code associated with a first entity;

automatically joining a group associated with the first entity in response to reading the machine-readable code;

receiving a chat message delivered to the group from the first entity.

10. The method of claim 9, wherein the group comprises one of a chat group and a broadcast chat group.

11. A method for facilitating payment through a chat service, the method comprising:

creating a user chat account on a device;

creating a user chat payment account on a device;

linking the user chat payment account to a funding source;

initiating a transaction through the user chat payment account; and is

Confirming the transaction via input received through the user chat account.

12. A method for communicating via chat, the method comprising:

sending a chat message from a first user device to a second user device, the chat message including an embedded executable command;

when the embedded executable command is selected at the second user device, an automatic message is generated and sent from the second user device to the first user device.

13. The method of claim 12, wherein the embedded executable command comprises an interactive emoticon.

14. A method for communicating via chat, the method comprising:

creating a chat message, the chat message comprising variable fields;

for each recipient of the chat message, populating the variable field in response to a user profile on a chat server;

the chat message is sent to each recipient.

15. A method for communicating via chat, the method comprising:

creating an owner coupon booklet that identifies coupons redeemable at the establishment;

creating a chat message including the coupon;

sending the chat message to a contact of the establishment;

receiving the chat message at a user device; and is

A user coupon booklet is created that identifies coupons received at the user device.

16. A computer program product comprising a storage medium readable by a processing circuit, the storage medium storing instructions for execution by the processing circuit for facilitating operations according to any one of claims 1-15.

17. A system, comprising:

a memory comprising computer executable instructions; and

a processor that executes the computer-executable instructions, which, when executed by the processor, cause the processor to perform operations according to any one of claims 1-15.

Background

The present disclosure relates generally to messaging services and, more particularly, to systems, methods and computer program products for providing enhanced chat services in a commercial establishment environment.

Existing messaging services, such as chat systems, are useful for providing communication between users. However, existing messaging systems have drawbacks in the context of commercial establishments. Some existing messaging systems are based on social media platforms and require users to associate with each other (e.g., friends or buddies) in order to provide messaging services. This requires the user to be associated with a business (e.g., "friends") in order to enable the messaging service. Users are often reluctant to add businesses to their social networking contacts and thus businesses are not exposed to many users of conventional messaging services.

Large businesses can develop and launch their own mobile applications and include push notifications that are pushed to users who have installed the application on a device (e.g., a mobile device or personal computer). Unfortunately, most commercial establishments do not develop and launch specialized applications to reach the customer's resources.

Accordingly, improved messaging services, particularly for commercial establishments, would be well received in the art.

Drawings

Reference will now be made to the drawings in which like elements are numbered alike in the several figures:

FIG. 1 depicts a system for providing enhanced messaging services according to an example embodiment;

FIG. 2 depicts creation of a chat group in an example embodiment;

FIG. 3 depicts the creation of a broadcast chat group in an example embodiment;

FIG. 4 depicts the creation of a broadcast chat group in an example embodiment;

FIG. 5 depicts creation of a chat group in an example embodiment;

FIG. 6 depicts creation of chat subgroups in an example embodiment;

FIG. 7 depicts sending a broadcast chat message to selected members of a broadcast chat group in an example embodiment;

FIG. 8 depicts organizing users as internal or external users in an example embodiment;

FIG. 9 depicts reporting chat parameters in an example embodiment;

FIG. 10 depicts providing a customer chat service in an example embodiment;

FIG. 11 depicts a customer service agent managing chat services for customers in an example embodiment;

FIG. 12 depicts managing user logins on multiple devices in an example embodiment;

FIG. 13 depicts installation and execution of a user chat application in an example embodiment;

FIG. 14 depicts the use of machine readable code in an example embodiment;

FIG. 15 depicts a chat service payment account in an example embodiment;

FIG. 16 depicts a message with an embedded executable command in an example embodiment;

FIG. 17 depicts a message with variable fields in an example embodiment;

FIG. 18 depicts management of coupons in an example embodiment;

FIG. 19 depicts a message with an embedded executable command in the form of an interactive emoticon in an example embodiment;

FIG. 20 depicts an interactive emoticon dialog in an example embodiment;

fig. 21 depicts interaction with an interactive emoticon in an example embodiment.

Detailed Description

Fig. 1 depicts a system 100 for providing an enhanced messaging service, such as a chat service, according to an example embodiment. The system 100 includes a chat server 102 and user devices 104, the user devices 104 being communicatively coupled to one or more networks 106. Chat server 102 may be operated by an enterprise hosting a chat service. In one embodiment, chat server 102 may be operated by a business enterprise that provides a user chat application and provides chat services to users of the user chat application. Chat server 102 executes a chat service application to provide the functionality described herein. Chat server 102 may be implemented as a high-speed computer processing device (e.g., a mainframe computer). In an embodiment, chat server 102 includes typical computer server components including a processor, memory, and a network interface. Although a single chat server 102 is depicted in fig. 1, it is to be understood that chat server 102 can be implemented using multiple computing systems. The chat server 102 may also be implemented using a distributed computing network (e.g., a cloud computing architecture).

The user device 104 may be a computer processing device operated by a user of the chat service. User devices 104 may include wireless mobile devices, such as tablet PCs or smart phones, and wired devices, such as general purpose computers or laptops. User device 104 may be equipped with a communication component (e.g., cellular, LAN, wireless LAN, NFC, bluetooth, USB, etc.) for communicating over a wireless or wired communication medium. In an embodiment, the user device 104 includes typical components including a processor, memory, and a network interface. The user device 104 executes a user chat application to provide the functionality described herein.

Chat server 102 executes a chat service application to distribute messages to user devices 104. A chat message may be created at the user device 104. Each recipient of the message is associated with a unique ID (identification) assigned to each user by the chat server 102, which in turn is associated with a unique IP address. When a user sends a message from the user device 104, the message is received by the chat server 102 and posted to the account(s) associated with the unique ID of the recipient(s).

The network 106 may include various network elements including a regional network, a private network, and the internet. The network may include wireless networks such as cellular networks, satellite networks, and terrestrial networks. Communication may be conducted between the chat server 102 and the user devices 104 via wireless transmissions, such as Ultra Mobile Broadband (UMB), Long Term Evolution (LTE), and IEEE 802.11, and via wired links, such as twisted pair links, T1/E1 telephone lines, AC lines, fiber optics, and coaxial cables, to name a few. In an example embodiment, the user device 104 communicates over multiple independent wired and/or wireless networks. Embodiments are intended to encompass a wide variety of types of communications between user devices 104 and chat server 102. Thus, embodiments are not limited to the examples provided in this disclosure.

Chat server 102 provides chat services by executing one or more computer programs stored in memory. Chat server 102 executes a chat service application that provides for sending messages between user devices 104 and also allows an administrator of an organization to define various messaging parameters. One or more user devices 104 may access the chat server 102 as an administrator by submitting appropriate credentials (e.g., a username and password).

Chat server 102 allows an administrator to define groups in response to an organization of entities utilizing the chat service. The creation of user accounts and the creation of groups may be accomplished using a top-down approach, using the organizational structure of an organization (company, school, doctor's office, government agency, etc.). FIG. 2 depicts an example organizational structure for an organization (e.g., private business). The administrator may create a directory of user accounts for each employee who needs chat services. The directory of user accounts for the chat service is based on an organization employee list, and individual employees cannot remove themselves from the directory of user accounts for the chat service.

Based on the organization structure of the organization, the administrator creates user groups, which include chat groups and broadcast chat groups. A chat group is a messaging group that allows all members of the messaging group to send messages and reply messages (e.g., two-way messaging) to the members of the chat group. A message in a chat group includes a list of recipients viewable by members of the chat group. All members of the chat group are aware of the presence of the other party in the chat group. A chat group may have chat group owners with the right to add and remove users from the chat group.

A broadcast chat group is a messaging group that allows the owner of the broadcast chat group to send messages to the members of the group. The broadcast chat group may have a broadcast chat group owner with the right to add and remove users from the broadcast chat group. In a broadcast chat group, individual members (other than the owner) cannot send messages to the broadcast chat group, nor can individual members return messages to the broadcast chat group (e.g., one-way messaging from the group owner to other members). Furthermore, individual members (other than the owner) cannot view a recipient list of messages sent to the broadcast chat group. In other words, the message in the broadcast chat group does not include a recipient list. All members of the broadcast chat group are unaware of the presence of the other party in the broadcast chat group.

In the example in fig. 2, a chairman group is formed between the hierarchies of the president and managers at the subordinate level of the president. A manager chat group is formed between each manager and their respective employees.

In the example in fig. 3, a director broadcast chat group is formed between the level of directors and managers at the subordinate level of the director. A manager broadcast chat group is formed between each manager and their respective employees.

Chat server 102 enables the creation of a wide variety of messaging groups. In the example of FIG. 4, a multi-level broadcast chat group is created for the board director to contact all employees. The director is the group owner and all manager broadcast chat groups (see fig. 3) are members of the director broadcast chat group. Fig. 4 depicts an example in which a broadcast chat group is a member of another broadcast chat group. In other words, each user in the manager broadcast chat group (fig. 3) is also a member of the director broadcast chat group (fig. 4).

In the example of FIG. 5, a multi-level chat group is created for the board director to contact all employees. All manager chat groups (see fig. 2) are members of the chairman chat group. Fig. 5 depicts an example of a chat group being a member of another chat group. In other words, the users in each manager chat group (FIG. 2) are also members of the board leader chat group (FIG. 5).

Fig. 6 depicts an example of a subgroup. Any chat group member, including the chat group owner, enables selection of a subset of other group members to construct a new chat subgroup. As shown in fig. 6, member 4 of the existing chat group forms a chat subgroup comprising members 2, 4, 5, 7 and 11. Member 4 is the owner of the chat subgroup. The chat subgroup is an independent new chat group that is not associated with the original chat group.

Fig. 7 depicts an example of how an owner of a broadcast chat group may selectively send messages to members of the broadcast chat group. An owner of a broadcast chat group may select a subset of all members to deliver a new broadcast message. As shown in fig. 7, the owner has excluded members 1, N, and 6 from receiving the broadcast message. After the first message is sent, the owner has the option to create a new broadcast chat group or not create a new group (i.e., one subgroup messaging).

Fig. 8 depicts how users of a chat messaging service may be arranged as internal users or external users. Members of an organization (e.g., employees) may be listed on an internal list, while non-members of the organization (e.g., customers, clients, etc.) are listed on an external list. The internal list may correspond to an organization contact list maintained by an administrator. The internal list may be augmented with various lists including company report chain lists, customer lists based on associated sales personnel, and the like. Inviting external members from outside the organization results in an external group type.

The hierarchical arrangement of messaging groups enables messaging activities to be reported within an organization. Fig. 9 depicts an example of a chat group formed between sales managers, sales personnel, and customers. The messaging activity for the chat group is collected by chat server 102. Messaging activity for the chat group (e.g., number of messages, date/time of messages, from-to, subject field, etc.) may be reported to higher level users in the organizational structure periodically or on demand.

The chat server 102 also provides for the use of chat services to support customers. Fig. 10 depicts one or more clients interacting with one or more client service agents using a chat service supported by chat server 102. An organization may create a user account and chat address for the organization. The client may send a chat message to the organization's chat address to initiate a chat session. Multiple customer service agents may log into a corporate chat account from their own devices (mobile/Web/PC/Mac) at the same time. Chat requests from external parties (e.g., customers) are presented to all customer service agents. Once a customer service agent responds to a customer chat, the chat session is immediately switched to a one-to-one chat session between the customer service agent and the customer.

Figure 11 depicts an example of how multiple customer service agents connect to chat server 102. Chat server 102 executes a customer service agent login manager (e.g., a program stored in memory). The customer service agent sends a login request to a customer service Agent Login Manager (ALM). The customer service ALM returns the access code to the customer service agent and records the login status of the customer service agent. The customer service agent may then log into the chat service using the access code and be granted access to the customer chat service. ALM also handles client chat traffic and adds/removes active client service agents from client chat services based on client needs in real time.

In some embodiments, a user may log into their messaging account using multiple devices. Fig. 12 depicts an example where a user may log into the chat server 102 using two devices. One device may be a mobile device (e.g., mobile phone; iOS, android, etc.), and the other device may be a desktop (e.g., PC/Windows or Mac App version) running a web version of the user messaging application through a browser. Chat server 102 assigns a unique device ID to each logged-on device. To log on to the second device, the first device of the user will receive the message and generate a security access code. If a user attempts to log in from a third device (e.g., a second mobile device or a second desktop device), then the same type of existing logged-in device will be forced to log out. If a user logs in on both the mobile device and the desktop device, the mobile device-desktop device is paired and chat content is synchronized between the two devices, independent of device login time.

Fig. 13 depicts a process flow for installing a user chat application on a user device 104 and for subsequent login. A user chat application runs on a user device 104 (mobile and/or desktop) and provides a user interface for a messaging service that defines chat groups, etc. The user chat application interfaces with the chat server 102.

The process of installing the user chat application begins at 205 where the user receives a message (e.g., email, text, etc.) with a link and access code to the user chat application at 205. The access code is created by the chat server 102 and uniquely identifies the user. The link to the user chat application may direct the user to a website where the user chat application may be downloaded and installed, as shown at 210. Once executed on the user device 104, the user enters an access code as shown at 215 and then begins running the user chat application at 220.

If the user exits the user chat application, they log back into the user chat application requiring subsequent access codes. Referring to FIG. 13, at 240, the user enters an identifier, such as an email address or mobile phone number. At 245, the user receives a message (e.g., email, text, etc.) with a new access code. The user enters the access code as shown at 250 and then begins running the user chat application at 255.

The use of access codes as a means for identification and authentication of messaging services is beneficial in situations where users are reluctant to provide personal information. If the user wishes to be anonymous, the user may use universal powerThe sub-mail account (e.g.,[email protected]) To receive the access code and then install and run the user chat application. This is far less intrusive than chat services based on social media or other systems that require additional personal information. Furthermore, no user password is required, as the access code enables the functionality of the user chat application.

A user chat application executing on the user device 104 may generate and/or read machine-readable code that facilitates various functions. The machine readable code may include a QR code, a barcode, or the like. FIG. 14 depicts an example of how machine readable code may be used to perform functionality within a user chat application. A QR code may be used to invite a user to become a contact within the user's chat application. A user chat application executing on the user device 104 generates machine-readable code corresponding to the user's account. Thus, a user can quickly invite another user to become a contact by simply presenting their personal machine-readable code.

Another QR code may be used to invite a user to join a group (e.g., a broadcast group or a chat group). In the example of fig. 14, a first entity (e.g., a golf course owner) provides a display of a QR code (e.g., in a monopoly store). A user reading the QR code with their user device 104 (which executes a user chat application) automatically joins the broadcast chat group owned by the golf course owner. Golf club lessons can now distribute coupons, announcements, event notifications, videos, pictures, etc. to users. This allows non-invasive mechanisms for businesses and other organizations to reach the customer.

In another example in fig. 14, the coffee shop presents a QR code for distributing coupons. A user reading the QR code with their user device 104 (which executes a user chat application) receives a coupon via a message in their user chat application. Embodiments are not limited to the machine readable code and examples shown in FIG. 14.

The user chat application may also include built-in payment processing functionality. FIG. 15 depicts two users (Alex and Michael) of a user chat application. The user's chat account 400 may be associated with a user-created chat payment account 402. The chat payment account 402 may include a digital wallet component associated with a payment source 404, such as a bank account and/or credit card. The chat payment account 402 is used to send/receive money to/from other users of the user chat application.

The chat payment account 402 allows for several functions, including a set of chat commands as request-response pairs to the user's chat payment account 402. Funds may be transferred from a bank account or credit card account to the chat payment account 402. The chat account 400 may interface with the chat payment account 402 to provide permission to make payments, set/applied security issues, security level thresholds, check balance immediately for transactions, check payment/receive transaction history, set automatic payment accounts, alert generation, etc.