J2 Global Communications, Inc.

Edward Patrick

James Mason

Nehemia Zucker

A computer-implemented method is performed during a single communication session between a customer service representative (CSR) of a merchant, and the merchant's customer. The conversation between the CSR and the customer is analyzed to determine an issue. Previously collected information about the customer is accessed, from a database that stores information about customers of the merchant. A tip is determined and sent to be displayed to the CSR. The tip is determined based on the mood and the accessed previously collected information. Other embodiments are also described and claimed.

Real-time customer service assistance using collected customer life cycle data

A number of sets of recipients of an electronic messaging protocol message distribution campaign are identified. Each set can be one or more recipients. Scripting language is added to each message directed to a recipient. The added scripting language refers to a number of image objects/files that have been selected to form a compound image (when juxtaposed). The compound image is unique to one of the sets. Other embodiments are also described and claimed.

Variation of image content in electronic messaging protocol messages

A computer implemented method is described. Data is collected about a number of member entities that have online interaction with a group entity. A predefined state is assigned to a selected one of the member entities automatically, in response to applying a predefined rule to analyze some of the collected data. The rule is defined in part by the group entity. The method automatically determines whether or not online content is to be delivered to the selected member entity, based on the assigned state. In another embodiment, online content that is to be delivered to the selected member entity is automatically personalized for the selected member entity, again based on the assigned state. Other embodiments are also described and claimed.

Method and apparatus for automatically performing an online content distribution campaign

A computer-implemented method is performed during an online chat session between a customer service representative (CSR) of a merchant, and the merchant's customer. Conversational text of the session is analyzed to determine a mood of the customer. Previously collected information about the customer is accessed, from a database that stores information about customers of the merchant. A tip is determined and sent to be displayed to the CSR. The tip is determined based on the mood and the accessed previously collected information. Other embodiments are also described and claimed.

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Toronto, Canada

Edward Patrick