20240039873. TECHNOLOGIES FOR ASYNCHRONOUSLY RESTORING AN INCOMPLETE CO-BROWSE SESSION simplified abstract (Genesys Cloud Services, Inc.)

TECHNOLOGIES FOR ASYNCHRONOUSLY RESTORING AN INCOMPLETE CO-BROWSE SESSION

Organization Name

Genesys Cloud Services, Inc.

Inventor(s)

Asmitha Durairaj of Chennai (IN)

Monisha Padmavathi Ragavan of Chennai (IN)

Santhos Palani Vell Rajan Manickam of Chennai (IN)

Vinoth Subramaniam of Chennai (IN)

Mohamed Uvaiz Anwar Batcha of Chennai (IN)

Praveen Kumar Anandadoss of Chennai (IN)

Tony Thazhekkaden of Chennai (IN)

TECHNOLOGIES FOR ASYNCHRONOUSLY RESTORING AN INCOMPLETE CO-BROWSE SESSION - A simplified explanation of the abstract

This abstract first appeared for US patent application 20240039873 titled 'TECHNOLOGIES FOR ASYNCHRONOUSLY RESTORING AN INCOMPLETE CO-BROWSE SESSION

Simplified Explanation

The abstract describes a method for restoring an incomplete co-browse session by initiating an interaction between a user and a chat bot. The method involves determining if data related to the incomplete session is stored, retrieving an intent configuration file associated with the session, and performing actions defined in the file during a resumed co-browse session.

• The method involves using a chat bot to interact with a user during a co-browse session.
• If an incomplete co-browse session is detected, the method retrieves an intent configuration file.
• The intent configuration file contains a set of actions to be executed by the chat bot to resolve the user's intent.
• During a resumed co-browse session, the chat bot performs the actions defined in the intent configuration file that were not previously executed.

Potential applications of this technology:

• Customer support: The method can be used in customer support systems to restore incomplete co-browse sessions and provide seamless assistance to users.
• E-commerce: This technology can enhance the shopping experience by allowing users to resume co-browsing sessions and receive personalized recommendations or assistance from a chat bot.
• Training and education: The method can be applied in online training platforms or educational systems to restore and continue co-browsing sessions, providing guidance and support to learners.

Problems solved by this technology:

• Seamless session restoration: The method solves the problem of restoring incomplete co-browse sessions by retrieving relevant data and executing necessary actions to continue the session seamlessly.
• User intent resolution: By using an intent configuration file, the method helps the chat bot understand and address the user's intent effectively, improving the overall user experience.

Benefits of this technology:

• Improved user experience: Users can resume co-browsing sessions without losing progress, leading to a more seamless and satisfying experience.
• Efficient support: The method allows chat bots to perform necessary actions during a resumed session, reducing the need for manual intervention and improving the efficiency of support systems.
• Personalization: By retrieving intent configuration files, the method enables chat bots to provide personalized assistance based on the user's previous interactions and intents.

Original Abstract Submitted

a method of asynchronously restoring an incomplete co-browse session according to an embodiment includes initiating an interaction between a user and a chat bot, determining whether data indicative of an incomplete co-browse session is stored in association with a user in response to initiating the interaction between the user and the chat bot, retrieving an intent configuration file associated with the incomplete co-browse session, wherein the intent configuration file defines a plurality of actions to be executed by the chat bot to resolve a user intent of the interaction between the user and the chat bot, and performing, via the chat bot and during a resumed co-browse session with the user, one or more actions of the plurality of actions defined by the intent configuration file that were not previously performed during the incomplete co-browse session.