Two-Way Real Time Communication System That Allows Asymmetric Participation In Conversations Across Multiple Electronic Platforms

What is this patent about?

’937 is related to the field of real-time communication (RTC) systems, specifically those enabling communication between a website user and responders using various communication protocols. Traditional RTC systems often require both parties to use the same communication protocol and software, and the initiating party typically needs to know the recipient's address or identifying information. This patent addresses the limitations of these systems by providing a way for users to communicate without needing to share a common protocol or reveal their identity.

The underlying idea behind ’937 is to create a unified communication interface that allows a website user to interact with multiple responders, even if those responders are using different communication methods (e.g., SMS, instant messaging, email). The system acts as an intermediary, translating messages between different protocols and routing them to the appropriate parties. A key aspect is the ability to maintain anonymity for both the user and the responders, if desired, and to seamlessly transfer a conversation between different responders.

The claims of ’937 focus on a system and method for web-based communication where a server receives a communication request from a web browser of an unauthenticated user. The server then facilitates a conversation by sending a request for information to the user from a first responder, receiving a response from the user, assigning a conversation identifier , and storing associations between the request and response. Crucially, the claims cover the determination to stop the conversation with the first responder and the subsequent transfer of the conversation to a second, different responder.

In practice, the system allows a user on a website to ask a question or initiate a discussion without needing to provide any personal information. The system then identifies potential responders based on criteria such as topic, location, or keywords. The user's question is sent to these responders via their preferred communication channels. When a responder replies, the system maps the response back to the user's conversation and displays it in the web browser. The system can then determine that the first responder is no longer suitable and transfer the conversation to a second responder, ensuring continuity for the user.

This approach differs from prior solutions by providing a protocol-agnostic communication layer that simplifies the process of connecting website users with responders. Unlike traditional systems that require users to choose a specific communication method and identify a recipient, this system automates the routing and translation of messages, allowing for a more seamless and anonymous communication experience. The ability to transfer conversations between responders also ensures that users can always get the information they need, even if the initial responder is unavailable or unqualified to continue the conversation.