The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Jan. 11, 2022
Filed:
Mar. 19, 2019
Applicant:
Servicenow, Inc., Santa Clara, CA (US);
Inventors:
Eugene Aaron Shtilkind, San Diego, CA (US);
Munjal Angur Patel, San Diego, CA (US);
Craig Campbell Brunner, San Jose, CA (US);
Assignee:
ServiceNow, Inc., Santa Clara, CA (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
G06F 15/16 (2006.01); H04L 12/58 (2006.01); G06F 11/34 (2006.01); G06F 16/332 (2019.01); G06F 40/205 (2020.01);
U.S. Cl.
CPC ...
H04L 51/02 (2013.01); G06F 11/3438 (2013.01); G06F 16/3329 (2019.01); G06F 40/205 (2020.01);
Abstract
The present approach relates to systems and methods for facilitating a client-agent conversation using dynamic, contextual information related to a client portal. The contextual information for the conversation may be determined using a server side script and/or a client side script that provides relevant portal usage data. The contextual information may be used to determine a conversation topic, which may be used to facilitate routing a request to chat to the appropriate agent for the topic.