Visualization of chat task record, linking messaging, and record keeping

Patent metadata

Field	Value
Publication number	US-12062017-B2
Application number	US-202217815841-A
Country	US
Kind code	B2
Filing date	Jul 28, 2022
Priority date	Apr 20, 2016
Publication date	Aug 13, 2024
Grant date	Aug 13, 2024

Abstract

A system is provided for displaying information related to a task in a chronological chat format. The system may include a memory, a processor configured to execute instructions stored within the memory, a network interface communicatively coupled to a network, a task database having records for a plurality of tasks, and a display that allows selection of a task record from the plurality of tasks. The display displays chat information obtained from the task record along with task-related data, such as customer data, received over the network interface in real time. The display may also allow selection of other individuals related to the task to participate in a chat session. The task-related data includes both textual data and attached file information.

First claim

What is claimed is:

1. A system for displaying information related to a task, comprising:
a processor; and
a memory, accessible by the processor, and storing instructions that, when executed by the processor, cause the processor to perform operations comprising:
generating a graphical user interface (GUI) configured to display a list of task records, wherein each task record in the list of task records corresponds to an incident or issue occurring within a network, and wherein each task record is associated with a respective timeline of a chat conversation;
receiving, via the GUI, a selection of a task record from the list of task records, wherein the task record is associated with the respective timeline of the chat conversation, and wherein the respective timeline of the chat conversation corresponds to an ongoing conversation between a user profile and an agent profile;
transmitting, to a display device, a representation of the GUI for display, wherein the GUI comprises:
a first region that displays the respective timeline of the chat conversation associated with the task record; and
a second region that displays task-related information that comprises textual data, attached file information associated with the task record, a status indicator, and one or more links to documentation determined to be relevant based on the respective timeline of the chat conversation, wherein the task-related information is configured to be dragged from the second region to the first region;

populating the first region with the respective timeline of the chat conversation in response to receiving the selection;
receiving, via the GUI, a selection input of a portion of the task-related information and a dragging input of the portion of the task-related information to the first region; and
populating the first region with the portion of the task-related information such that the task-related information is presented within the ongoing conversation between the user profile and the agent profile.

2. The system of claim 1 , wherein the respective timeline of the chat conversation comprises a plurality of chronologically ordered chat elements generated from data received from the task record.

3. The system of claim 2 , wherein the plurality of chronologically ordered chat elements comprise respective representations of one or more completed actions associated with information entered into the chat conversation.

4. The system of claim 1 , wherein the second region displays respective indications of one or more user profiles associated with one or more individuals based on information entered into the chat conversation.

5. The system of claim 4 , wherein the respective indications of the one or more user profiles associated with the one or more individuals comprise respective representations of respective expertise associated with the one or more individuals, respective availability associated with the one or more individuals, or both.

6. The system of claim 4 , wherein the operations comprise receiving a user input indicative of an additional selection of the one or more individuals to participate in the chat conversation from the second region.

7. The system of claim 4 , wherein the operations comprise:
receiving an indication of one or more tasks to be performed by the one or more individuals based on the chat conversation; and
assigning the one or more tasks to the one or more individuals.

8. A method for displaying information related to a task, comprising:
generating a graphical user interface (GUI) configured to display a list of task records, wherein each task record in the list of task records corresponds to an incident or issue occurring within a network, and wherein each task record is associated with a respective timeline of a chat conversation;
receiving, via the GUI, a selection of a task record from the list of task records, wherein the task record is associated with the respective timeline of the chat conversation, and wherein the respective timeline of the chat conversation corresponds to an ongoing conversation between a user profile and an agent profile;
transmitting, to a display device, a representation of the GUI for display, wherein the GUI comprises:
a first region that displays the respective timeline of the chat conversation, wherein the respective timeline of the chat conversation comprises a plurality of chronologically ordered chat elements generated from data received from the task record; and
a second region that displays task-related information that comprises textual data, attached file information associated with the task record, a status indicator, and one or more links to documentation determined to be relevant based on the respective timeline of the chat conversation, wherein the task-related information is configured to be dragged from the second region to the first region;

populating the first region with the respective timeline of the chat conversation in response to receiving the selection;
receiving, via the GUI, a selection input of a portion of the task-related information and a dragging input of the portion of the task-related information to the first region; and
populating the first region with the portion of the task-related information such that the task-related information is presented within the ongoing conversation between the user profile and the agent profile.

9. The method of claim 8 , wherein the plurality of chronologically ordered chat elements comprise respective representations of one or more ongoing actions associated with information entered into the chat conversation.

10. The method of claim 8 , wherein the second region comprises an indication of information associated with the agent profile assigned to the task associated with the task record.

11. The method of claim 8 , wherein the second region comprises a first indication of a state of the task associated with the task record, a second indication of a priority associated with the task, a third indication associated with a time of creation associated with the task, or any combination thereof.

12. The method of claim 8 , comprising:
receiving a textual input from the chat conversation; and
determining one or more commands based on the textual input.

13. The method of claim 12 , comprising executing the one or more commands to change one or more parameter values associated with the task record.

14. The method of claim 8 , comprising:
receiving an additional selection of an additional task record from the list of task records, wherein the additional task record is associated with a second timeline of a second chat conversation;
populating the first region with the second timeline of the second chat conversation; and
populating the second region with second task-related information determined to be relevant based on the second timeline of the second chat conversation.

15. A non-transitory, computer-readable medium, comprising instructions that, when executed by one or more processors, cause the one or more processors to perform operations comprising:
generating a graphical user interface (GUI) configured to display a list of task records on a display device, wherein each task record in the list of task records corresponds to an incident or issue occurring within a network, and wherein each task record is associated with a respective timeline of a chat conversation;
receiving, via the GUI, a selection of a task record from the list of task records, wherein the task record is associated with the respective timeline of the chat conversation, and wherein the respective timeline of the chat conversation cor

Assignees

• Servicenow Inc

Inventors

• Azmoon Troy
• Luddy Frederic B

Classifications

• H04L51/08

  Annexed information, e.g. attachments · CPC title

• G06F2203/04803

  Split screen, i.e. subdividing the display area or the window area into separate subareas · CPC title

• G06F3/0486

  Drag-and-drop · CPC title

• G06F3/0482

  Interaction with lists of selectable items, e.g. menus · CPC title

• H04L51/216

  Handling conversation history, e.g. grouping of messages in sessions or threads · CPC title