[24]7.ai, Inc.

24/7 Customer, Inc.

Tellme Networks, Inc.

Matthew Oshry

Michael Bodell

Patrick Nguyen

Brandon William Porter

Andrew Chang

Ravali Devarapalli

Vedavyas Kadudas

John Philip Bandhauer

James Ming Li

A computer-implemented method and an apparatus for facilitating stateless representation of interaction flow states associated with customer interactions includes effecting generation of a first uniform resource locator (URL) indicative of a textual input received from a customer during an online interaction. The first URL is configured to identify a state machine and a state within the state machine for facilitating processing of the textual input. An intention of the customer is predicted from the first URL using the state machine and the state within the state machine. At least one next action is determined based on the predicted intention. A second URL including a response to the textual input is generated. The response is determined based on the at least one next action. The second URL is configured to identify a next interaction state for the online interaction. The response is provisioned to the customer during the online interaction.

Method and apparatus for facilitating stateless representation of interaction flow states

A customer support system diverts a customer to an integrated support service to serve the customer better in situations where the use of a single mode of interaction is insufficient. Embodiments of the invention find use where an email or SMS is sent to a customer's smart devices with a link to visual content which helps customer better understand the information.

Method and apparatus for diverting callers to web sessions

An interpreter program is described that may be loaded from an external resource when needed by a host. In one implementation, the interpreter program is written in a first language and is capable of interpreting a second language. A program, written in the second language, is provided as data to the interpreter program. The interpreter program may then execute the program.

Externally loaded browser interpreter for non-native language support

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Albany, CA, United States of America

Matthew Oshry