A user of a personal computing device may identify an item of interest displayed in a user interface provided by a network-based service and would like to obtain more information. The user may submit one or more electronic contact requests to a contact service in communication with a contact distribution system in order to obtain more information. The contact distribution system determines accurate, real-time availability of service agents and enables communications between the customer and an agent to be established in accordance with user contact information provided by the user.

Claims

24 · 3 independent · depth 4

24 granted claims

›1.independentA system for coordinating contact between a user and a service agent, the system comprising:na data store configured to temporarily store service agen…+10

›2.↳ 1The system of claim 1, wherein the computing system is further configured to generate the service agent information by communicating with the one or m…d2

›3.↳ 1The system of claim 1, wherein the service agent information comprises an agent status, the agent status representing an availability of the service a…d2+1

›5.↳ 1The system of claim 1, wherein the service agent information comprises a contact status, the contact status representing a status of a contact between…d2+1

›7.↳ 1The system of claim 1, wherein the computing system is further configured to receive the service agent information from a contact distribution system,…d2+4

›12.independentA computer-implemented method for coordinating contact between a user and a service agent, the method comprising:nunder control of one or more configu…+5

›18.independentA non-transitory computer-readable medium having encoded thereon instructions to coordinate contact between a user and a service agent, wherein the in…+6

›19.↳ 18The non-transitory computer-readable medium of claim 18, wherein the service agent information comprises an agent status, the agent status representin…d2+1

›21.↳ 18The non-transitory computer-readable medium of claim 18, wherein the service agent information comprises a contact status, the contact status represen…d2

›22.↳ 18The non-transitory computer-readable medium of claim 18, wherein the service agent information comprises a service agent response to a first user quer…d2

›23.↳ 18The non-transitory computer-readable medium of claim 18, wherein the service agent information is associated with the request for service agent inform…d2+1

Classifications

3 codes

IPC · International Patent Classification

Section H — Electricity

H04M3/00

USPC · US Patent Classification

379/265.9379/265.1

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Pendency

0.8 y

294 days filing → grant

Office actions

non-final + final

Responses

no RCE

Examiner

Rasha Al Aubaidi

art unit 2652 · TC 2600

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Citations: 146 back · 0 forward

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1 priority documents

›Priority documents — 1

Type	Document	Date
related publication	US 20140074529 A1	13 Mar 2014

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