Agent console for facilitating chat interactions with customers

Abstract

A chat console includes a chat portion and at least one portion corresponding to an enterprise system application. The chat portion displays text related to a chat interaction between the agent and a customer in real-time in an ongoing manner. The portion related to the enterprise system application displays data relevant to the chat interaction fetched from a respective enterprise system application. The agent console operatively communicates with three enterprise system applications, such that data relevant to the current chat interaction is fetched from each of the three enterprise system applications and displayed in a respective portion within the agent console.

1 . A computer-implemented method comprising:
 causing a first device to display a first form of a console comprising a first chat portion and an application portion corresponding to an integrated enterprise system application;   causing the first device to display text related to a chat interaction between the first device and a second device within the first chat portion;   causing the first device to display data related to the chat interaction fetched from the integrated enterprise system application within the application portion; and   responsive to an input from the first device seeking access to a non-integrated enterprise system application, toggling from the first form to a second form comprising a second chat portion,   wherein the second form is a widget form that hovers over the non-integrated enterprise system application, such that the second chat portion remains available on the first device.   
     
     
         2 . The method of  claim 1 , comprising:
 integrating, using a console application, a plurality of enterprise system applications within the console.   
     
     
         3 . The method of  claim 2 , comprising:
 causing the first device to install an instance of the console application as a client on the first device, such that the client is in operable communication with the console application.   
     
     
         4 . The method of  claim 2 , wherein the plurality of enterprise system applications is integrated within the console using at least one exposed application programming interface (API). 
     
     
         5 . The method of  claim 2 , wherein the plurality of enterprise system applications is integrated within the console as a web view on the agent device. 
     
     
         6 . The method of  claim 2 , wherein the plurality of enterprise system applications comprises at least two of a ticketing application, a customer relationship management (CRM) application, a billing application, or an ordering application. 
     
     
         7 . The method of  claim 1 , wherein the input from the first device is a first input, the method comprising:
 causing the console, responsive to detecting a second input from the first device, to toggle from the second form to the first form.   
     
     
         8 . A system comprising:
 at least one computer processor; and   a computer-readable non-transitory storage medium storing computer instructions that, when executed by the at least one computer processor, configure the system to:   cause a first device to display a first form of a console comprising a first chat portion and an application portion corresponding to an integrated enterprise system application;   cause the first device to display text related to a chat interaction between the first device and a second device within the first chat portion;   cause the first device to display data related to the chat interaction fetched from the integrated enterprise system application within the application portion; and   responsive to an input from the first device seeking access to a non-integrated enterprise system application, toggle from the first form to a second form comprising a second chat portion,   wherein the second form is a widget form that hovers over the non-integrated enterprise system application, such that the second chat portion remains available on the first device.   
     
     
         9 . The system of  claim 8 , wherein the computer instructions configure the system to:
 integrate, using a console application, a plurality of enterprise system applications within the console.   
     
     
         10 . The system of  claim 9 , wherein the computer instructions configure the system to:
 cause the first device to install an instance of the console application as a client on the first device, such that the client is in operable communication with the console application.   
     
     
         11 . The system of  claim 9 , wherein the plurality of enterprise system applications is integrated within the console using at least one exposed application programming interface (API). 
     
     
         12 . The system of  claim 9 , wherein the plurality of enterprise system applications is integrated within the console as a web view on the agent device. 
     
     
         13 . The system of  claim 9 , wherein the plurality of enterprise system applications comprises at least two of a ticketing application, a customer relationship management (CRM) application, a billing application, or an ordering application. 
     
     
         14 . The system of  claim 8 , wherein the input from the first device is a first input, and the computer instructions configure the system to:
 cause the console, responsive to detecting a second input from the first device, to toggle from the second form to the first form.   
     
     
         15 . A computer-readable non-transitory storage medium storing computer instructions that, when executed by at least one computer processor, configure the at least one computer processor to:
 cause a first device to display a first form of a console comprising a first chat portion and an application portion corresponding to an integrated enterprise system application;   cause the first device to display text related to a chat interaction between the first device and a second device within the first chat portion;   cause the first device to display data related to the chat interaction fetched from the integrated enterprise system application within the application portion; and   responsive to detecting an input from the first device seeking access to a non-integrated enterprise system application, toggle from the first form to a second form comprising a second chat portion,   wherein the second form is a widget form that hovers over the non-integrated enterprise system application, such that the second chat portion remains available on the first device.   
     
     
         16 . The storage medium of  claim 15 , wherein the computer instructions configure the at least one computer processor to:
 integrate, using a console application, a plurality of enterprise system applications within the console.   
     
     
         17 . The storage medium of  claim 16 , wherein the computer instructions configure the at least one computer processor to:
 cause the first device to install an instance of the console application as a client on the first device, such that the client is in operable communication with the console application.   
     
     
         18 . The storage medium of  claim 16 , wherein the plurality of enterprise system applications are integrated within the console using at least one exposed application programming interface (API). 
     
     
         19 . The storage medium of  claim 16 , wherein the plurality of enterprise system applications is integrated within the console as a web view on the agent device. 
     
     
         20 . The storage medium of  claim 16 , wherein the plurality of enterprise system applications comprises at least two of a ticketing application, a customer relationship management (CRM) application, a billing application, or an ordering application.