Abstract: A method, device, and computer-readable medium provide for receiving, via a chatbot access channel, a chat message from a user device associated with a customer chat session; determining that the chat message includes a customer intent that corresponds to a chat flow for the customer chat session; generating one or more suggested response messages based on the chat message, wherein at least one of the one or more suggested response messages includes a previously stored chat message response corresponding to the customer intent and approved by a service agent; presenting, via a display, a transcript of a messaging sequence for the customer chat session concurrently with a user interface that enables the service agent to perform an action with respect to the one or more suggested response messages; and sending, via the chatbot access channel, a selected one of the one or more suggested response messages to the user device.

Abstract: A method, device, and computer-readable medium provide for receiving, via a chatbot access channel, a chat message from a user device associated with a customer chat session; determining that the chat message includes a customer intent that corresponds to a chat flow for the customer chat session; generating one or more suggested response messages based on the chat message, wherein at least one of the one or more suggested response messages includes a previously stored chat message response corresponding to the customer intent and approved by a service agent; presenting, via a display, a transcript of a messaging sequence for the customer chat session concurrently with a user interface that enables the service agent to perform an action with respect to the one or more suggested response messages; and sending, via the chatbot access channel, a selected one of the one or more suggested response messages to the user device.

Abstract: A method, device, and computer-readable medium provide for receiving, via a chatbot access channel, a chat message from a user device associated with a customer chat session; determining that the chat message includes a customer intent that corresponds to a chat flow for the customer chat session; generating one or more suggested response messages based on the chat message, wherein at least one of the one or more suggested response messages includes a previously stored chat message response corresponding to the customer intent and approved by a service agent; presenting, via a display, a transcript of a messaging sequence for the customer chat session concurrently with a user interface that enables the service agent to perform an action with respect to the one or more suggested response messages; and sending, via the chatbot access channel, a selected one of the one or more suggested response messages to the user device.

Abstract: A method includes receiving a request associated with a secondary event orchestrator to schedule a secondary event to be concurrently broadcast with a primary video program. The secondary event is based on the primary video program. The method includes scheduling, by a processing device, the secondary event in an interactive media guide (IMG). The method also includes receiving requests or subscriptions for the secondary event from at least one user device based on the scheduled secondary event in the IMG, and providing support for the concurrent broadcast of the secondary event.

Abstract: A system includes a resource database that stores resource information representing solutions to a plurality customer inquiries and a destination database that stores destination information identifying a plurality of online forums available via a communications network. Each online forum includes a thread having at least one user post. The system further includes a language processor in communication with the resource database and the destination database. The language processor associates the at least one user post with at least one of the plurality of customer inquiries and selects from the resource database at least one solution to the customer inquiry identified. The language processor further generates a new post in the online forum with content from the resource information responsive to the customer inquiry associated with the at least one user post.

Abstract: An approach is disclosed for providing a community portal for chat-based support services. Chat sessions corresponding to customer support service are established among multiple users and one or more agents. A community of the users is created during the chat sessions.

Abstract: A method includes receiving a request associated with a secondary event orchestrator to schedule a secondary event to be concurrently broadcast with a primary video program. The secondary event is based on the primary video program. The method includes scheduling, by a processing device, the secondary event in an interactive media guide (IMG). The method also includes receiving requests or subscriptions for the secondary event from at least one user device based on the scheduled secondary event in the IMG, and providing support for the concurrent broadcast of the secondary event.

Abstract: A virtual service center is provided to a customer visiting the service provider website. The customer can take an avatar and proceed to collect a token number and wait for chat session service in a virtual lounge to partake in various interactive options. The number of the current serving number is displayed so that the customer knows the position in the queue. The waiting lounge can include a virtual kiosk to provide the customer with self service while waiting.

Abstract: An approach is disclosed for providing an integrated call and chat conferencing system. A first participant joins in a conference, wherein the first participant communicates over a voice session. The voice session is converted into a text stream and stored. A second participant joins in the conference, wherein the second participant communicates over a chat session. The stored converted text stream is presented to second participant.

Abstract: An approach is disclosed for providing a managed chat session. An agent establishes a chat session with a user for customer support. Information from the user is received via the chat session, wherein the information is used to determine customized content to be presented to the user over the chat session for duration of the chat session.

Abstract: A system includes a resource database that stores resource information representing solutions to a plurality customer inquiries and a destination database that stores destination information identifying a plurality of online forums available via a communications network. Each online forum includes a thread having at least one user post. The system further includes a language processor in communication with the resource database and the destination database. The language processor associates the at least one user post with at least one of the plurality of customer inquiries and selects from the resource database at least one solution to the customer inquiry identified. The language processor further generates a new post in the online forum with content from the resource information responsive to the customer inquiry associated with the at least one user post.

Abstract: An approach is provided for virtual agent session monitoring and barge-in. A platform monitors content of a communication session between a virtual agent and a user and determines whether the content satisfies a pre-defined rule. Further, the platform selectively initiates a barge-in of the communication session by a live agent based on the determination.

Abstract: An approach is provided for virtual agent session monitoring and barge-in. A platform monitors content of a communication session between a virtual agent and a user and determines whether the content satisfies a pre-defined rule. Further, the platform selectively initiates a barge-in of the communication session by a live agent based on the determination.

Abstract: A virtual service center is provided to a customer visiting the service provider website. The customer can take an avatar and proceed to collect a token number and wait for chat session service in a virtual lounge to partake in various interactive options. The number of the current serving number is displayed so that the customer knows the position in the queue. The waiting lounge can include a virtual kiosk to provide the customer with self service while waiting.

Abstract: An approach is disclosed for providing a managed chat session. An agent establishes a chat session with a user for customer support. Information from the user is received via the chat session, wherein the information is used to determine customized content to be presented to the user over the chat session for duration of the chat session.

Abstract: An approach is disclosed for providing an integrated call and chat conferencing system. A first participant joins in a conference, wherein the first participant communicates over a voice session. The voice session is converted into a text stream and stored. A second participant joins in the conference, wherein the second participant communicates over a chat session. The stored converted text stream is presented to second participant.

Abstract: An approach is disclosed for providing a community portal for chat-based support services. Chat sessions corresponding to customer support service are established among multiple users and one or more agents. A community of the users is created during the chat sessions.