# US 12,015,739 B2 · Integrated customer information user interface > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 12,015,739 B2 - Document ID: US12015739B2 - Status: Granted - Kind: B2 - Application number: 17/020,606 - Filed: 2020-09-14 - Published: 2022-03-17 - Granted: 2024-06-18 - Earliest claimed: 2020-09-14 - Assignees: ServiceNow, Inc. - Applicants: ServiceNow, Inc. - Inventors: Umakanth Godavarthy; Pavan Reddy Thokala; Sri Mahathi Nalluri; Jeevan Swarna; Denzil Joseph; Cameron Garrett Wheeler - Web page: https://patentgrep.com/patent/US12015739B2 ## CPC - H04M 3/5191: {interacting with the Internet} - G06F 3/0482: Interaction with lists of selectable items, e.g. menus - H04L 51/02: using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages - H04L 67/75: Indicating network or usage conditions on the user display - H04M 1/72436: for text messaging, e.g. short messaging services [SMS] or e-mails - H04M 3/2218: {Call detail recording} - H04M 3/42382: {Text-based messaging services in telephone networks such as PSTN/ISDN, e.g. User-to-User Signalling or Short Message Service for fixed networks} - H04W 4/14: Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD] - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) - H04W: WIRELESS COMMUNICATION NETWORKS (broadcast communication H04H; communication systems using wireless links for non-selective communication, e.g. wireless extensions H04M1/72) ## Abstract Methods and systems for providing a centralized customer graphical user interface (GUI) include receiving an indication that a user has initiated an interaction with a cloud platform for support. In response, an interaction record is created for the interaction. A context is also determined for the interaction. The GUI displays information based on the context. An indication that an ending of the interaction has occurred may cause the GUI to present a wrap-up with confirmation indicators for one or more records interacted with via the GUI. The GUI may also receive an indication that one or more of the confirmation indicators is correct, and in response to receiving the indication that the one or more of the confirmation indicators is correct, one or more corresponding records are edited. ## Claims ### Claim 1 A method, comprising: receiving an indication that a user has initiated an interaction with a cloud platform for support; creating an interaction record for the interaction; determining a context for the interaction; presenting a graphical user interface (GUI) to display information based on the context, wherein presenting the GUI comprises displaying a first subset of sub-frames of the GUI while suppressing a second subset of sub-frames of the GUI, wherein the first subset of sub-frames are related to information about previous interactions with the cloud platform relevant to the context; receiving an indication of an ending of the interaction; presenting a wrap-up with confirmation indicators representative of one or more actions taken with respect to one or more records during the interaction via the GUI, and wherein the one or more actions resolve an issue that prompted the interaction; receiving an indication that one or more of the confirmation indicators is correct; and in response to receiving the indication that the one or more of the confirmation indicators is correct, editing the one or more records to include one or more indications of the one or more actions taken with respect to the one or more records during the interaction. ### Claim 2 (depends on 1) The method of claim 1, comprising receiving an indication that an agent has accepted the interaction, wherein the indication that the user has initiated the interaction comprises receiving a phone call from the user at a call center, and creating the interaction record is based at least in part on the indication that the agent has accepted the interaction. ### Claim 3 (depends on 1) The method of claim 1, comprising receiving an indication that an agent has accepted the interaction, wherein the indication that the user has initiated the interaction comprises receiving a chat message from the user, and creating the interaction record is based at least in part on the indication that the agent has accepted the interaction. ### Claim 4 (depends on 1) The method of claim 1, comprising receiving an indication that an agent has accepted the interaction, wherein the indication that the user has initiated the interaction comprises receiving an short message service (SMS) message from the user, and creating the interaction record is based at least in part on the indication that the agent has accepted the interaction. ### Claim 5 (depends on 4) The method of claim 4, wherein the SMS message is part of an ongoing SMS interaction with the user. ### Claim 6 (depends on 5) The method of claim 5, wherein the ongoing SMS interaction is between the user and a virtual agent. ### Claim 7 (depends on 5) The method of claim 5, wherein the ongoing SMS interaction is between the user and another agent. ### Claim 8 (depends on 4) The method of claim 4, comprising creating an escalation record, wherein the SMS message includes an escalate code to escalate the interaction, and creating the escalation record is based at least in part on the escalate code. ### Claim 9 (depends on 1) The method of claim 1, wherein the context comprises an account context, wherein the previous interactions with the cloud platform comprise previous interactions between contacts for an account, wherein the contacts for the account comprise the user. ### Claim 10 (depends on 1) The method of claim 1, wherein the context comprises a contact context, wherein the previous interactions with the cloud platform comprise previous interactions between the user associated with an account while suppressing other interactions from other contacts associated with the account. ### Claim 11 (depends on 1) The method of claim 1, wherein the previous interactions comprise previous searches in a portal of the cloud platform or knowledge articles read by the user via the cloud platform. ### Claim 12 A tangible, non-transitory, and computer-readable medium having stored thereon instructions, that when executed by one or more processors, are configured to cause the one or more processors to: present, via an electronic display, a graphical user interface (GUI) configured to: request an agent to accept an interaction having a first interaction type of a plurality of interaction types selected based on a context of the interaction; receive an indication of acceptance that the interaction from the agent; based at least in part on the indication of acceptance, present indications of previous interactions of the plurality of interaction types; and present a wrap-up page with one or more confirmation indicators representative of one or more actions taken with respect to each record of one or more records via the GUI during the interaction based at least in part on an indication that the interaction is ending or has ended, wherein the one or more actions resolve an issue that prompted the interaction; and in response to receiving an indication that the one or more confirmation indicators are correct, edit the one or more records to include one or more indications of the one or more actions taken with respect to each record of the one or more records during the interaction. ### Claim 13 (depends on 12) The tangible, non-transitory, and computer-readable medium of claim 12, wherein presenting the GUI comprises presenting a view as a button configured to switch contexts for the GUI from an account context to a contact context or from the contact context to the account context. ### Claim 14 (depends on 12) The tangible, non-transitory, and computer-readable medium of claim 12, wherein presenting the GUI comprises presenting a customer activity tab that when selected is configured to present a customer activity page. ### Claim 15 (depends on 14) The tangible, non-transitory, and computer-readable medium of claim 14, wherein the customer activity page comprises a plurality of selectable facets corresponding to the plurality of interaction types, that when selected via the GUI, are configured to cause a sub-frame of the customer activity page to display information corresponding to the plurality of selectable facets. ### Claim 16 (depends on 15) The tangible, non-transitory, and computer-readable medium of claim 15, wherein the plurality of selectable facets comprises products sold to a customer, services purchased by the customer, installed products or services, contracts, portal searches performed by a user associated with the interaction or an associated account, and knowledge articles reviewed by the user or the associated account. ### Claim 17 (depends on 12) The tangible, non-transitory, and computer-readable medium of claim 12, wherein the instructions, when executed by the one or more processors, are configured to cause the one or more processors to: perform a lookup of a contact used in initiating the interaction; and verify the contact. ### Claim 18 (depends on 17) The tangible, non-transitory, and computer-readable medium of claim 17, wherein verifying the contact comprises utilizing two-factor authentication for the contact. ### Claim 19 (depends on 12) The tangible, non-transitory, and computer-readable medium of claim 12, wherein editing the one or more records comprises editing records in a configuration management database (CMDB), an accounts database, a browsing history database, an interaction records database, a contracts database, or an entitlements database. ### Claim 20 A system, comprising: one or more processors; and a memory storing instructions, that when executed by the one or more processors, are configured to cause the one or more processors to: receive a request to initiate an interaction from a contact via a telephone call, a chat message, or a short message service (SMS) message; request an agent to accept the interaction; receive an indication of acceptance that the interaction has been accepted from the agent; based at least in part on the indication of acceptance, present, via a graphical user interface (GUI), indications of previous interactions of with the contact or an affiliated account, wherein the previous interactions comprise previous searches by the contact or the affiliated account or knowledge articles reviewed by the contact or the affiliated account; receive one or more inputs from the agent via the GUI, wherein the one or more inputs are representative of one or more actions taken with respect to one or more records during the interaction that resolve an issue that prompted the interaction; and edit the one or more records to include one or more indications of the one or more actions taken with respect to the one or more records during the interaction.