Multi-client service system platform

Patent metadata

Field	Value
Publication number	US-11200581-B2
Application number	US-201916408020-A
Country	US
Kind code	B2
Filing date	May 9, 2019
Priority date	May 10, 2018
Publication date	Dec 14, 2021
Grant date	Dec 14, 2021

Abstract

The present disclosure is directed to various ways of improving the functioning of computer systems, information networks, data stores, search engine systems and methods, and other advantages. Among other things, provided herein are methods, systems, components, processes, modules, blocks, circuits, sub-systems, articles, and other elements (collectively referred to in some cases as the “platform” or the “system”) that collectively enable, in a single database and system, the development and maintenance of a set of universal contact objects that relate to the contacts of a business and that have attributes that enable use for a wide range of activities, including sales activities, marketing activities, service activities, content development activities, and others, as well as improved methods and systems for sales, marketing and services that make use of such universal contact objects.

First claim

What is claimed is:

1. A method comprising:
receiving, by a processing system of a multi-client service platform, a set of service features selected by a client of the multi-client service platform;
receiving, by the processing system, a set of customization parameters corresponding to the set of service features from the client, wherein the set of customization parameters include a set of custom ticket attributes and a ticket pipeline definition;
configuring, by the processing system, a client-specific service system data structure based on the set of service features and the set of customization parameters, the client-specific service system data structure including a ticket object definition that includes the set of custom ticket attributes; and
deploying, by the processing system, a client-specific service system based on the client-specific service system data structure, the client-specific service system being configured provide the set of service features to process tickets instantiated from the ticket object definition in accordance with a ticket pipeline that is defined in accordance with the ticket pipeline definition.

2. The method of claim 1 , wherein the ticket pipeline definition defines a plurality of pipeline stages of the ticket pipeline and, for each pipeline stage of the plurality of pipeline stages, a respective set of conditions that correspond to the pipeline stage such that a ticket meeting the respective set of conditions is moved to the pipeline stage.

3. The method of claim 2 , wherein deploying the client-specific service system includes:
for each pipeline stage:
executing one or more pipeline listening threads that listen for tickets having attributes that meet the respective set of conditions corresponding to the pipeline stage; and
in response to identifying a current ticket having attributes that meet the respective set of conditions of the pipeline stage, adding the current ticket to the pipeline stage.

4. The method of claim 3 , wherein adding the current ticket to the pipeline stage includes updating a status attribute of the current ticket with a value that indicates the pipeline stage.

5. The method of claim 1 , wherein the ticket object definition further includes a set of default ticket attributes and a status attribute that indicates a current pipeline stage of a ticket.

6. The method of claim 1 , wherein the set of customization parameters further include:
a first ticket type corresponding to the set of custom ticket attributes;
a second set of custom ticket parameters; and
a second ticket type corresponding to the second set of custom ticket parameters.

7. The method of claim 6 , wherein the client-specific service system data structure further includes a second ticket object definition that includes the second set of custom ticket parameters, wherein tickets generated based on the second ticket object definition are of the second ticket type.

8. The method of claim 1 , wherein the set of customization parameters include one or more workflow definitions, wherein each workflow definition defines a set of workflow conditions of a workflow and one or more actions that are executed with respect to a ticket in response to the set of workflow conditions being met by one or more attributes of the ticket.

9. The method of claim 8 , wherein deploying the client-specific service system includes:
for each of the one or more workflow definitions:
executing one or more workflow listening threads that listen for tickets having attributes that meet the set of workflow conditions of the workflow definition; and
in response to identifying a current ticket having attributes that meet the respective set of conditions of the pipeline stage, executing the one or more actions of the workflow definition.

10. The method of claim 8 , wherein a workflow definition of the one or more workflow definitions is defined with respect to a stage of the ticket pipeline definition such that the one or more actions are performed with respect to a ticket only when the ticket is in the stage.

11. The method of claim 8 , wherein a workflow definition of the one or more workflow definitions is defined independent of the ticket pipeline definition such that the one or more actions are performed with respect to a ticket independent of which stage the ticket is in.

12. The method of claim 8 , wherein at least one action defined in at least one of the one or more workflow definitions is selected by the client from a set of predefined actions via a graphical user interface presented by the multi-client service platform.

13. The method of claim 12 , wherein the set of predefined actions include generating and sending an electronic communication to a contact that owns the ticket.

14. The method of claim 12 , wherein the graphical user interface further allows the client to provide a communication template that is used to generate an electronic communication.

15. The method of claim 12 , wherein the set of predefined actions include setting a task for a service specialist associated with the client.

16. The method of claim 8 , wherein at least one action defined in at least one of the one or more workflow definitions is a custom action that is defined by the client via the graphical user interface.

17. The method of claim 1 , wherein the set of service features includes a chat bot service feature and the set of customization parameters include a script to be used by chat bots of the client-specific service system.

18. The method of claim 1 , wherein the set of service features includes a feedback system that collects feedback from contacts of the client and the set of customization parameters include one or more surveys defined by the client.

19. The method of claim 1 , wherein the client-specific service system is configured to access one or more microservices of the multi-client service platform.

20. The method of claim 19 , wherein the one or more microservices include a machine learning system that performs machine-learning tasks on behalf of the client-specific service system.

21. The method of claim 19 , wherein the one or more microservices support a customer service specialist portal of the client-specific service system.

22. The method of claim 19 , wherein the one or more microservices include a conversation system that powers chat bots deployed by the client-specific service system.

23. The method of claim 1 , wherein the client-specific service system includes or accesses a contact database that stores contact data relating to contacts of the client and a ticket database that stores ticket data relating to tickets initiated by a subset of the contacts of the client.

24. The method of claim 23 , wherein the contact database is shared with a customer-relationship management system of the client, such that the contact data is representative of an entire customer lifecycle.

Assignees

• Hubspot Inc

Inventors

• Williams Jared
• Redbord Michael L
• Mccarthy Barbara M
• O'Connor Graham J
• Layton Stuart P
• Davies Cambria L

Classifications

• G06V30/418

  Document matching, e.g. of document images · CPC title

• G06V10/762

  using clustering, e.g. of similar faces in social networks · CPC title

• G06V10/764

  using classification, e.g. of video objects · CPC title

• G06F18/2413

  based on distances to training or reference patterns · CPC title

• G06F18/23

  Clustering techniques · CPC title