US 10,269,049 B2Granted

Providing remote video assistant-specific availability details for previously contacted remote video assistants

AssigneeBank of America Corporation

InventorsJisoo Lee, Tal Shalom, Samuel Lubachevsky

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Abstract

The present invention relates to determining and presenting, in conjunction with video assistant selection, personalized, remote video assistant-specific availability information for remote video assistants that a user has transacted/interacted with in the past. Once a user logs in or otherwise presents identifying credentials, the system or methodology accesses the user's recent remote video assistant session data (i.e., which video assistants the user previously transacted with) and determines the availability of the previously contacted video assistants. In response, the invention presents a listing of the video assistants which the user previously interacted with along with availability information for each remote video assistant. In specific embodiments, the availability information includes whether the remote is currently available for video sessions and, if so, the approximate wait time for the video assistant. The approximate wait time may be dynamically determined and displayed.

Claims20

Dependent claims

A system for presentation of personalized performance rating of remote video assistants, the system comprising:

a first computing platform including a first memory and at least one first processor in communication with the memory;
a remote video session module stored in the first memory, executable by the first processor, including a session adapter, a media plugin and instructions for presenting a user interface having a video assistant selector widget, wherein the remote video session module is configured to (1) receive, via the user interface, a video assistant session request to initiate a remote video assistant session between a user and a remote video assistant, (2) communicate the video assistant session request and a user identifier to the session adapter that is configured to encapsulate the video assistant session request and user identifier into a video assistant request message, and (3) initiate communication of the video assistant request message;
a second computing platform including a second memory and at least one second processor in communication with second memory;
and
a session broker stored in the second memory, executable by the second processor, including a connection manager, and a meeting broker, wherein the session broker is configured to (a) receive, via the connection manager, the video assistant request message, (b) query, via the meeting broker, a database for recent remote video session history based on the user identifier, (c) retrieve, from the database, a remote video assistant identifier for each of the remote video assistants that conducted one or more video sessions in the recent remote video session history, and (d) determine, for each of the remote video assistants, current availability information related to the remote video assistant's availability to conduct a current video session with the user, and (e) encapsulate, via the meeting broker, the video assistant identifier and the current availability information into a video assistant response message and communicate, via the meeting broker, the video assistant response message to the session adapter,
wherein the remote video session module is further configured to, (4) in response to receiving the video assistant response message, display, in the video assistant selection widget, the video assistant identifier and current availability for each of the remote video assistants that conducted one or more video sessions in the recent remote video session history.

3 more elements

A method for presentation of personalized performance rating of remote video assistants, the method comprising;

receiving, via a user interface, a video assistant session request to initiate a remote video assistant session between a user and a remote video assistant;
communicating, by a computing device processor, the video assistant session request and a user identifier to a session adapter;
encapsulating, by the session adapter, the video assistant session request and user identifier into a video assistant request message;
initiating, by a computing device processor, communication of the video assistant request message to a connection manager of a session broker;
in response to the connection manager receiving the video assistant request message, querying, by a meeting broker, a database for recent remote video session history based on the user identifier;
retrieving, by a computing device processor, from the database, a remote video assistant identifier for each of the remote video assistants that conducted one or more video sessions in the recent remote video session history;
determining, by a computing device processor, for each of the remote video assistants, current availability information related to the remote video assistant's availability to conduct a current video session with the user;
encapsulating, by the meeting broker, the video assistant identifier and the current availability information into a video assistant response message;
initiating, by a computing device processor, communication of the video assistant response message to in response to the first session broker adaptor receiving the video assistant response message;
and
displaying, in a video assistant selector widget executing within the first user interface, the video assistant identifiers and corresponding availability information for each of the video assistants that conducted one or more video sessions in the recent remote video session history.

8 more elements

A computer program product comprising:

a non-transitory computer-readable medium comprising:
a first set of codes for causing a computer receive, via a user interface, a video assistant session request to initiate a remote video assistant session between a user and a remote video assistant;
a second set of codes for causing a computer to communicate the video assistant session request and a user identifier to a session adapter;
a third set of codes for causing a computer to encapsulate, by the session adapter, the video assistant session request and user identifier into a video assistant request message;
a fourth set of codes for causing a computer to initiate communication of the video assistant request message to a connection manager of a session broker;
a fifth set of codes for causing a computer to, in response to the connection manager receiving the video assistant request message, query, by a meeting broker, a database for recent remote video session history based on the user identifier;
a sixth set of codes for causing a computer to retrieve, from the database, a remote video assistant identifier for each of the remote video assistants that conducted one or more video sessions in the recent remote video session history;
a seventh set of codes for causing a computer to determine, for each of the remote video assistants, current availability information related to the remote video assistant's availability to conduct a current video session with the user;
an eighth set of codes for causing a computer to encapsulate, by the meeting broker, the video assistant identifier and the current availability information into a video assistant response message;
a ninth set of codes for causing a computer to initiate communication of the video assistant response message to in response to the first session broker adaptor receiving the video assistant response message;
and
a tenth set of codes for causing a computer to display, in a video assistant selector widget executing within the first user interface, the video assistant identifiers and corresponding availability information for each of the video assistants that conducted one or more video sessions in the recent remote video session history.

9 more elements

Dependencies are inferred from the claim text.

Facts

Application: 14/804,141Filed 20 Jul 2015
Published: US 2017/0024781 A126 Jan 2017
Granted: 23 Apr 2019
Term ends: Not estimatedThe source records don’t support an estimate.

Classification18 codes

G06Q 30/0281
Marketing; Price estimation or determination; Fundraising: customer communication at a business location, e.g. providing product or service…
G06F 16/70
Information retrieval; Database structures therefor; File system structures therefor: of video data
H04L 12/1818
For computer conferences, e.g. chat rooms: conference organisation arrangements, e.g. handling schedules, setting up parameters needed by nodes to…
H04L 12/1831
For computer conferences, e.g. chat rooms: tracking arrangements for later retrieval, e.g. recording contents, participants activities or…