2. Applicant : LivServ Technologies Private Limited,
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Administrative Office: 48/2, 3^^^ Floor, 13^ Cross, 8*1^ Main,
Malleswaram, Bangalore.
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3. Abstract of the Invention
Embodiment in accordance with the present invention relates to a , platform facilitating Sales and Marketing Service Providers to perform Lifecycle management tasks for a visitor on their vi^eb or retail stores. The present em.bodiment provides for a unified platform which would provide all functions related to 'pro-active greeting' of a visitor to the company's web-site, pre-sales and customer acquisition phase using

LIVSERV TECHNOLOGIES PVT. LTD.
interactive chat / voice through SMSP across the Country or world, along v/ith a full task management application that w^ould provide the full activity chart related to the particular customer and link it to any CRM or Customer Lifecycle Management Platform of the Company.
4. Description: (Given from the next Page)

LIVSERV TECHNOLOGIES PVT. LTD.
Background of the Invention
Many companies have web-sites with a large and exhaustive content, but they still fail to deliver to the visitors the real message, differentiating their products from their competitors. Thus they fail to persuade the visitors to 'buy' their products as against a competitor's product, and many purchase decisions are made on the pride alone. In fact, statistics show that about 95 % to 97% of the visitors to a web-site move away from the site to the 'next' site, which could very well be a competitor's site, without giving a chance to the company to know that they were interested in a product or service. Further, the present Customer Relationship Management ( CRM ) Products or Customer Lifecycle Management ( CLM ) Products typically capture the customer behaviors later in the sales cycle, typically after some enquiry has been logged-in by phone or by mail etc, the proposed product as a platform would address this issue effectively. This platform would consist of several modules starting with customer greetings, customer profiling, customer acquisition, pre-sales and marketing the brand, sales of a particular product and delivery / demo linked to one of the existing retail outlets or through direct delivery. The platform , with a good task-management application would capture the customer behavior early in the sales-cycle, right from the time he shows up in the web-site and would also capture related on-line and off-line follow-ups, either by the sales representatives or by the customer and would be available to the company's sales staff to track at any point in time. This would serve as a full application that can be run on single machine or on multiple machines by the web-store owner or the SMSP.

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
I performed for delivering a service by the designated SMSP Agent
for the respective tasks.
2. Identifying a Visitor's requirement by the SMSP Agent through an online messaging session.
3. Visitor Registration by collecting his personal 86 contact details, a unique-identifier being mandatory for an entry into the task management system.
4. Task allotments 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 SummLary.
5. The system provisions a method to monitor/track the movement of the work-order within the defined work-flow pattern.
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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. A depicts the layered organization of the components that make
up Live Sales and Marketing Service Provider (SMSP) and Customer
Lifecycle Management Platform - based on Live interactions on the
web-stores or retail stores with an on-line connection.
I Fig. 1 depicts an environment in which the present invention
operates; i
Fig. 2 is a flow illustrating the provisioning stages for enabling an anonymous online visitor on a webpage to be profiled and qualified by
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an Agent and to ^initiate 85 track' various tasks based on a pre-defined workflow for performing visitor-centric services using an online messaging system J
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

LIVSERV TECHNOLOGIES PVT. LTD.
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 m.essaging and work-order take-over and for further escalation.

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 mot been described in detail so that the present invention is not unnecessarily obscured.
Fig. 1 depicts an environment in which the proposed platform enables an anonymous online visitor on a webpage to be profiled and qualified by an SMSP Agent and to 'initiate & track' various tasks based on a pre-defined workflowj for performing visitor-centric services using an online messaging system. Fig.2 illustrates the provisioning stages of the platform for a website. The participants of the system are a Visitor, SMSP Agent' 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.

LIVSERV TECHNOLOGIES PVT. LTD.
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2. SMSP Agent llnterface: This is an interface with atleast
il minimum online messaging, work-order creation and task
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initiation, updation and escalation 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. 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. I
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, the collected requirement is identified as a particular service type 712;

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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 105 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. On. a repeat visit of the visitor 102 on another date, the Agent 106 will now be able to see the profile 816, service summ.ary as updated by the Agent 106 on a previous date and will also be able to see the complete chat transcript of the visitor 102, by entering the unique-identifier (obtained by asking the visitor his registered email-id) of the visitor 102 in 706. The agent 106, reverts back with the
action taken 820 and marks it for further follow-on 818 or Transfer
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814 the work-order to the next level as defined in the service template.
The Manager 110 can now monitor the status of all the work-orders through the Manager-interface.

LIVSERV TECHNOLOGIES PVT. LTD.
What is claimed is
1. A Live Sales and Marketing Service Provider (SMSP) and Customer Lifecycle Management Platform - based on Live interactions on the web-stores or retail stores with an on-line connection.
2. The platform of claim 1 wherein is run or delivered as a hosted service and activated from the desktop or multiple desktops of Sales and Marketing Service Providers of a Company.
3. The platform of claim 1 and all other claims above, wherein it
'I helps companies to extend their market reach quickly through
\ the SMSP network, it can also be used by the dedicated staff of
the company working from a contact center environment or a
combination of both.
4. The platform of claim 1 and all other claims above, wherein a
Sales & Marketing Service Provider(SMSP ) is a virtual-
retailer of the j company, who would set up a virtual office (
web-store) for exclusively dealing with the products and
services of the Company, and would have a broadband or
leased connection enabling him to be on-line during the
service hoursi as agreed between the company and
themselves. Such an SMSP would probably be shown in the
company's website as a clickable link, as a company store for
an area or product line and also indicating that live agents are
available to interact with the customers who click on them.

LIVSERV TECHNOLOGIES PVT. LTD.
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Further, the company may also employ live agents, who may visit the company site and greet the visitors when they come in and then direct them to the 'web-store' which are run by an SMSP in the respective location from where the customer is coming from.
5. The platform of claim 1 and all other claims above, wherein it comprises of a full pledged task management system which would help the Sales & Marketing Service Provider (SMSP) to capture all enquires whether it is from the web-site of the principals, or through phone or e-mail or through other personal contact right from the enquiry stage till the completion of the sale or regret from the customer. Any repeat contact from the customer or by the SalesSs Marketing Service Provider (SMSP) and the customer response to that, and each and every other action or task related the particular enquiry would be captured.
6. The platform of claim I and all other claims above, wherein the said SMPS, service could be run out of a single desktop at the SMSP premises or the different modules can be installed in different machines with all of thera connected on a local network, with a suitable gateway to connect to the hosted service over the internet.
7. The platform of claim 1 and all other claims above, wherein the said service can be delivered as a hosted service for a particular principal company a nd their n etwork of SMSPs across the

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country or across the world would be made available as an ASP service (Application Service Provider Service)
8. The system of, claim 4 and all other claims above, wherein the SMSP captures the entire information including the chat scripts and the notes by the SMSP would be in a database that can be accessed or searched by the principal company and they can use this to monitor the status of the sales, issue appropriate instructions to convert the enquiry in to a sale or even directly contact the customer, if needed on¬line or off-line. !
9. The system of claim 4 and all other claims above, wherein the SMSP captures even a casual visitor long with the first greeting he exchanges with the SMSP or the company sales representative, first time he visits the web-site.
lO.The system of claim 4 and all other claims above, wherein the architecture is based on task-management software frameworks would help in effective follow-ups on the lead from the on-line lead (web- visit and chat) or from off-line leads telephone / email / regular mail and provide for live tracking or supervision by senior staff of the company and even allow intervention by them, in case they desire.

LIVSERV TECHNOLOGIES PVT. LTD.
11.The system of claim 1 and all other claims above, wherein the above platform may accommodate more than one SMSP agent and chat with more than one visitor in a collaborative environment.