LIVSERV TECHNOLOGIES PVT. LTD.
client's premises or to a physical outlet which is geographically closet to the visitor, thereby moving the customer from the Cyber space to the existing channel for sales, support or customer care. The moving of the customer from the cyber space to the existing channel for sales, support or customer care is facilitated by an online agent.
4. Description: (Given from the next Page)


LIVSBRV TECHNOLOGIES PVT. LTD.
Background of the Invention
As the adoption of internet by the common man for their day-to¬day activities are growing in leaps and bounds, more number of organizations, corporations and Principals are adopting new channels for delivering their products and services through their websites. They are constantly looking for contact mechanisms to improve serviceability and customer experience on their websites and making themselves more reachable at all stages of pre-sales and post-sales activities.
Today we can find considerable number of websites implementing Click-to-Chat, Live Help, and Live Support buttons to cater online help to their visitors/customers queries in departments of sales, support, billing etc.
A similar positioning of click-to-chat on a principal's website, doesn't not seem to be effective for businesses who work on a Brick and Mortar model, where a principal takes the responsibility of advertising for visibility 85 brand awareness, design promotions and campaigns, while the results of the effort are to be seen at the dealers / outlets spread across a geographical area of operation. The leads generated through the website by the agents are to be escalated to and attended at the respective dealer / outlet for their area of operation.
The main functionality of the system is to enable a live agent who is chatting with the visitor to transfer the visitor to a sales person, who may represent the 'brick' - i.e. the existing channel of sales, distribution and support, or a pre-assigned agent who may be from a dealer / franchised outlet, closet to the visitor.


LIVSERV TECHNOLOGIES PVT. LTD.
The provisioning sequence is as follows
1. Defining a Work-flow pattern, this is a sequence of task (s) to
be performed for delivering a service by the designated
assignee for the respective tasks.
2. Identifying a Visitor's requirement by the Agent through an
online messaging session.
3. Visitor Registration by collecting his personal & contact
details, a unique-identifier being mandatory for an entry into
the task management system.
4. Task allotment starts by creating a work-order under the
first task of a pre-defined workflow pattern based on the
classification of visitor requirement. Work-order comprises of
Visitor Profile, Chat Transcript and Requirement Summary.
5. The system provisions a method to monitor/track the
movement of the work-order within the defined work-flow
pattern.
6. The system provisions an online messaging session between
the visitor and the assignee who has the respective work-
order currently, provided the assignee is online.


LIVSERV TECHNOLOGIES PVT. LTD.
Brief Description of the Drawings
The present invention will be readily understood by the following detailed description in conjunction with the accompanying drawings, wherein:
Fig. 1 depicts an environment in which the present invention operates;
Fig. 2 is a flow illustrating the provisioning stages for enabling an anonymous online visitor on a webpage to be profiled and qualified by an Agent and to 'initiate & track' various tasks based on a pre¬defined workflow for performing visitor-centric services using an online messaging system
Fig 3 is a reference company structure depicting the department and designation hierarchy, defined by the work-flow management system.
Fig 4 is a reference task break-up structure.
Fig 5 is a table, to illustrate the allocation of the tasks to the designated assignees.
Fig 6 is a schematic diagram of the visitor-interface with online messaging functionality, as would appear on the webpage
Fig 7 is a schematic diagram of the agent-interface with online messaging, work-order creation and task initiation functionality, as would appear in a browser.
Fig 8 is schematic diagram of the assignee-interface with online messaging and work-order take-over and for further escalation.
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LIVSERV TECHNOLOGIES PVT. LTD.
Detailed Description
A detailed description of a preferred embodiment of the invention is provided below. While the invention is described in conjunction with that preferred embodiment, it should be understood that the invention is not limited to any one embodiment. On the contrary, the scope of the invention is limited only by the appended claims and the invention encompasses numerous alternatives, modifications and equivalents. The present invention may be practiced according to the claims without some or all of these specific details. For the purpose of clarity, technical material that is known in the technical fields related to the invention has not been described in detail so that the present invention is not unnecessarily obscured.
Fig. 1 depicts an environment in which the proposed system enables an anonymous online visitor on a webpage to be profiled and qualified by an Agent and to 'initiate & track' various tasks based on a pre-defined workflow for performing visitor-centric services using an online messaging system. Fig.2 illustrates the provisioning stages of the system for a website. The participants of the system are a Visitor, Agent, Assignee and a Manager. Each of the participants is equipped with the following interfaces
1. Visitor Interface: This is an interface with atleast minimum
online messaging functionality implemented as a browser
executable code and is made available on the web pages of a
website for a visitor. This interface will henceforth be referred
as visitor-interface.
2. Agent Interface: This is an interface with atleast minimum
online messaging, work-order creation and task initiation
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LIVSERV TECHNOLOGIES PVT. LTD.
functionality implemented as a browser executable code used by an Agent to provide services to the visitor on the webpage of a website. This interface will henceforth be referred as agent-interface.
3. Assignee Interface: This is an interface with atleast minimum
online messaging, work-order take over and task escalation
functionality used by the Assignee to provide services to the
visitor on the webpage of a website. This interface will
henceforth be referred as assignee-interface.
4. Management Interface: This is an interface with atleast
minimum online messaging functionality and for tracking the
status of the service requests of the visitor escalated to the
assignee's by the Agents implemented as a browser
executable code.
Under the preferred embodiment, the website being provisioned with the proposed system should define a service template. The service template defines the work-flow as in Fig. 4 for the service to be rendered by the assignees that are part of the organizational structure as in Fig. 3. Fig. 5 shows the allocation of tasks to various designations.
The visitor on downloading the webpage from the web server 104 to the visitor's machine 102 via internet 120, the visitor-interface is downloaded from the messaging system 108 to the visitor machine 102 via internet 122.
Once the chat session is initiated with the allocated Agent 106 as shown in Fig. 7(704), visitor can interact and submit his/her requirement to the Agent via internet 122 and 124. As in Fig. 7,
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the collected requirement is identified as a particular service type 712; Agent 106 sends a request to the messaging system 108 to register the visitor 102 with the visitor's email-id 706 to the database server 116 via the network connection 118. The Agent 106 creates the work-order 714 by summarizing 718 visitor requirement, and transfer 716 the work-order to the task management system 112 via internet 126 in order to perform the various tasks as per the pre-defined workflow.
The work-order thus submitted will be the first task in the specified service template, an alert is sent by the system to the assignee 110 on the availability of a task via internet 128. As in Fig. 8, the assignee 110 who is the designated assignee as per the service template to attend to the task 806, picks the task 806 via internet 130 from the task management system 112. The assignee 110 will now be able to see the profile 816, service summary as updated by the Agent 106 and will also be able to see the complete chat transcript of the visitor 110. The assignee 110 attends to the task 806, updates the action taken 820 and marks it for further follow-on 818 or Transfer 814 the work-order to the next level as defined in the service template.
The Manager 114 can now monitor the status of all the work-orders through the Manager-interface.

LIVSERV TECHNOLOGIES PVT. LTD.
The claim is
1. An online messaging system for defining, interacting and
tracking a service requested by the visitor who comes
through the internet.
2. The method of claim 1, further comprising the functionalities
of work-flow and task management systems;
3. The method of claim 1, wherein the online messaging
functionality is used to provision communication among the
participants of the system;
4. The method of claim 2, wherein the work-flow functionality is
used to define the service flow and by whom the service is to
be rendered.
5. The method of claim 2, wherein the task management
functionality is used to track and monitor the requested
service according to the pre-defined work-flow pattern.