Methods and Systems for Dynamically Generating Contextual User Interface Elements

Abstract

A method for dynamically generating at least one contextual user interface element within a user interface and establishing a connection between a first computing device associated with a user of the user interface and a second computing device associated with a contact center agent includes analyzing, by a user interface display component executing on a first computing device, a uniform resource locator of a web page while a user views the web page on a second computing device. The user interface display component identifies a plurality of support topics, accesses profile data associated with the user, and determines whether the profile data identifies an existing travel reservation. The user interface display component generates a first subset of the plurality of support topics and modifies a user interface displayed by the web page to include a user interface element associated with a support topic in the first subset.

What is claimed is: 
     
         1 . A method comprising:
 receiving a request for a webpage from a computing device associated with a user of an online system;   identifying a plurality of support topics associated with the webpage;   accessing profile data associated with the user, wherein the profile data comprises reservation data for a travel reservation associated with the user;   filtering the plurality of support topics based on the reservation data associated with the user;   transmitting the web page to the computing device associated with the user, wherein the web page includes user interface elements displaying the filtered plurality of support topics;   receiving a user selection of a user interface element corresponding to a selected support topic of the plurality of support topics through the web page;   responsive to receiving the user selection, establishing a network connection between the computing device associated with the user and a computing device associated with a contact center agent; and   modifying the webpage to display chat messages between the user and the contact center agent within a chat interface, wherein the chat messages are related to the selected support topic.   
     
     
         2 . The method of  claim 1 , wherein filtering the plurality of support topics based on the reservation data comprises:
 identifying a status of the travel reservation based on the reservation data; and   filtering the plurality of support topics based upon the identified status.   
     
     
         3 . The method of  claim 1 , wherein accessing the profile data associated with the user comprises:
 querying a third-party database for the reservation data associated with the user.   
     
     
         4 . The method of  claim 1 , wherein the travel reservation is an upcoming travel reservation. 
     
     
         5 . The method of  claim 1 , wherein the travel reservation is a past travel reservation. 
     
     
         6 . The method of  claim 1 , wherein the transmitted webpage includes the chat interface and wherein the chat interface comprises the user interface elements displaying the filtered plurality of support topics. 
     
     
         7 . The method of  claim 1 , wherein modifying the webpage comprises:
 modifying the webpage to display the reservation data for the travel reservation.   
     
     
         8 . The method of  claim 7 , wherein modifying the webpage comprises:
 modifying the chat interface of the webpage to display the reservation data for the travel reservation.   
     
     
         9 . The method of  claim 1 , further comprising:
 receiving data from a third-party database describing a region associated with the travel reservation; and   filtering the plurality of support topics based on the data from the third-party database.   
     
     
         10 . The method of  claim 1 , wherein identifying the plurality of support topics comprises:
 identifying a plurality of support topics associated with a URL of the webpage.   
     
     
         11 . A non-transitory computer-readable medium storing instructions that, when executed by a processor, cause the processor to perform operations comprising:
 receiving a request for a webpage from a computing device associated with a user of an online system;   identifying a plurality of support topics associated with the webpage;   accessing profile data associated with the user, wherein the profile data comprises reservation data for a travel reservation associated with the user;   filtering the plurality of support topics based on the reservation data associated with the user;   transmitting the web page to the computing device associated with the user, wherein the web page includes user interface elements displaying the filtered plurality of support topics;   receiving a user selection of a user interface element corresponding to a selected support topic of the plurality of support topics through the web page;   responsive to receiving the user selection, establishing a network connection between the computing device associated with the user and a computing device associated with a contact center agent; and   modifying the webpage to display chat messages between the user and the contact center agent within a chat interface, wherein the chat messages are related to the selected support topic.   
     
     
         12 . The computer-readable medium of  claim 11 , wherein filtering the plurality of support topics based on the reservation data comprises:
 identifying a status of the travel reservation based on the reservation data; and   filtering the plurality of support topics based upon the identified status.   
     
     
         13 . The computer-readable medium of  claim 11 , wherein accessing the profile data associated with the user comprises:
 querying a third-party database for the reservation data associated with the user.   
     
     
         14 . The computer-readable medium of  claim 11 , wherein the travel reservation is an upcoming travel reservation. 
     
     
         15 . The computer-readable medium of  claim 11 , wherein the travel reservation is a past travel reservation. 
     
     
         16 . The computer-readable medium of  claim 11 , wherein the transmitted webpage includes the chat interface and wherein the chat interface comprises the user interface elements displaying the filtered plurality of support topics. 
     
     
         17 . The computer-readable medium of  claim 11 , wherein modifying the webpage comprises:
 modifying the webpage to display the reservation data for the travel reservation.   
     
     
         18 . The computer-readable medium of  claim 17 , wherein modifying the webpage comprises:
 modifying the chat interface of the webpage to display the reservation data for the travel reservation.   
     
     
         19 . The computer-readable medium of  claim 11 , wherein the operations further comprise:
 receiving data from a third-party database describing a region associated with the travel reservation; and   filtering the plurality of support topics based on the data from the third-party database.   
     
     
         20 . The computer-readable medium of  claim 11 , wherein identifying the plurality of support topics comprises:
 identifying a plurality of support topics associated with a URL of the webpage.