Systems and Methods for Providing Decentralized Support Services in a Virtual Environment
20230289817 · 2023-09-14
Inventors
Cpc classification
G06Q30/0643
PHYSICS
H04L2209/56
ELECTRICITY
G06Q30/015
PHYSICS
International classification
G06Q30/015
PHYSICS
H04L9/32
ELECTRICITY
Abstract
Systems and methods for enabling a person who is experiencing and interacting in a virtual environment to obtain customer support or other form of assistance within the environment for an object, service, or experience they interact with in the virtual environment. In some embodiments, this may include the option of obtaining support or a form of assistance from avatars or objects in the virtual environment. In one embodiment, this may be enabled by converting or transforming a request for assistance into an object (referred to as a support request object herein) in the virtual environment.
Claims
1. A method of providing a service to a user represented by an avatar in a virtual environment, comprising: receiving a request from an avatar in a virtual environment for assistance with a product or service, with the product or service represented as an object in the virtual environment; converting the request for assistance into a support request object in the virtual environment; populating or associating the support request object with data, information, or metadata regarding one or more of the request, the requesting avatar, or the product or service for which assistance is requested; providing data, information, or metadata regarding what the requesting avatar is willing to pay, do, or assist another avatar to do in return for responding to the request for assistance; enabling the requesting avatar to transfer the support request object to a support entity; establishing a method of communication between the requesting avatar and the support entity; enabling the support entity to indicate to the requesting avatar that the requested assistance has been provided; and enabling the requesting avatar to provide a payment to the support entity that provided the assistance.
2. The method of clause 1, further comprising verifying the identity of a person controlling the requesting avatar.
3. The method of claim 2, wherein verifying the identity of the person controlling the requesting avatar further comprises: determining that a request for verification of a real-world identity of a person corresponding to the requesting avatar has been received from an object or event in the virtual environment; in response to the request, accessing a blockchain, a token, or a database containing data comprising one or more of identifiers for a set of avatars in the virtual environment, where each avatar may be associated with a unique name, number, or alphanumeric string; a name or unique identifier of a real-world person associated with each avatar identifier; information about the real-world person associated with each avatar that may be used as part of an authentication process; and executing a logical process to verify the identity of the real-world person that is controlling the requesting avatar.
4. The method of claim 1, wherein providing data, information, or metadata regarding what the requesting avatar is willing to pay, do, or assist another avatar to do in return for responding to the request for assistance further comprises enabling the requesting avatar to indicate that the support request object has been placed into a marketplace.
5. The method of claim 3, wherein the blockchain, a token, or a database further comprises a password or response to a security question associated with one or more of the real-world persons, and wherein executing a logical process to verify the identity of the real-world person that is controlling the requesting avatar further comprises: obtaining an identifier for the requesting avatar; based on the obtained identifier, determining the name or unique identifier of the real-world person associated with the requesting avatar; asking the requesting avatar to provide the password or response to a security question associated with the real-world person that is associated with the requesting avatar; and determining if the password or response to the security question corresponds to the one associated with the real-world person that was accessed from the blockchain, token, or database.
6. The method of claim 1, further comprising enabling the transfer of the support request object to a different support entity if the requested assistance cannot be provided by the support entity who the support request object was transferred to.
7. The method of claim 1, wherein the method of communication between the requesting avatar and the support entity is one or more of a message, a user interface in the virtual environment, a voice communication, a video, or an automated tool.
8. A system, comprising: one or more electronic processors configured to execute a set of computer-executable instructions; and one or more non-transitory computer-readable media containing the set of computer-executable instructions, wherein when executed, the instructions cause the one or more electronic processors or a device or apparatus of which they are a part to receive a request from an avatar in a virtual environment for assistance with a product or service, with the product or service represented as an object in the virtual environment; convert the request for assistance into a support request object in the virtual environment; populate or associate the support request object with data, information, or metadata regarding one or more of the request, the requesting avatar, or the product or service for which assistance is requested; provide data, information, or metadata regarding what the requesting avatar is willing to pay, do, or assist another avatar to do in return for responding to the request for assistance; enable the requesting avatar to transfer the support request object to a support entity; establish a method of communication between the requesting avatar and the support entity; enable the support entity to indicate to the requesting avatar that the requested assistance has been provided; and enable the requesting avatar to provide a payment to the support entity that provided the assistance.
9. The system of claim 8, further comprising instructions that cause the one or more electronic processors or a device or apparatus of which they are a part to verify the identity of a person controlling the requesting avatar.
10. The system of claim 9, wherein verifying the identity of the person controlling the requesting avatar further comprises: determining that a request for verification of a real-world identity of a person corresponding to the requesting avatar has been received from an object or event in the virtual environment; in response to the request, accessing a blockchain, a token, or a database containing data comprising one or more of identifiers for a set of avatars in the virtual environment, where each avatar may be associated with a unique name, number, or alphanumeric string; a name or unique identifier of a real-world person associated with each avatar identifier; information about the real-world person associated with each avatar that may be used as part of an authentication process; and executing a logical process to verify the identity of the real-world person that is controlling the requesting avatar.
11. The system of claim 8, wherein providing data, information, or metadata regarding what the requesting avatar is willing to pay, do, or assist another avatar to do in return for responding to the request for assistance further comprises enabling the requesting avatar to indicate that the support request object has been placed into a marketplace.
12. The system of claim 10, wherein the blockchain, a token, or a database further comprises a password or response to a security question associated with one or more of the real-world persons, and wherein executing a logical process to verify the identity of the real-world person that is controlling the requesting avatar further comprises: obtaining an identifier for the requesting avatar; based on the obtained identifier, determining the name or unique identifier of the real-world person associated with the requesting avatar; asking the requesting avatar to provide the password or response to a security question associated with the real-world person that is associated with the requesting avatar; and determining if the password or response to the security question corresponds to the one associated with the real-world person that was accessed from the blockchain, token, or database.
13. The system of claim 8, further comprising instructions that cause the one or more electronic processors or a device or apparatus of which they are a part to enable the transfer of the support request object to a different support entity if the requested assistance cannot be provided by the support entity who the support request object was transferred to.
14. The system of claim 8, wherein the method of communication between the requesting avatar and the support entity is one or more of a message, a user interface in the virtual environment, a voice communication, a video, or an automated tool.
15. One or more non-transitory computer-readable media comprising a set of computer-executable instructions that when executed by one or more programmed electronic processors, cause the processors or a device or apparatus of which they are part to receive a request from an avatar in a virtual environment for assistance with a product or service, with the product or service represented as an object in the virtual environment; convert the request for assistance into a support request object in the virtual environment; populate or associate the support request object with data, information, or metadata regarding one or more of the request, the requesting avatar, or the product or service for which assistance is requested; provide data, information, or metadata regarding what the requesting avatar is willing to pay, do, or assist another avatar to do in return for responding to the request for assistance; enable the requesting avatar to transfer the support request object to a support entity; establish a method of communication between the requesting avatar and the support entity; enable the support entity to indicate to the requesting avatar that the requested assistance has been provided; and enable the requesting avatar to provide a payment to the support entity that provided the assistance.
16. The non-transitory computer-readable media of claim 15, further comprising instructions that cause the one or more electronic processors or a device or apparatus of which they are a part to verify the identity of a person controlling the requesting avatar.
17. The non-transitory computer-readable media of claim 16, wherein verifying the identity of the person controlling the requesting avatar further comprises: determining that a request for verification of a real-world identity of a person corresponding to the requesting avatar has been received from an object or event in the virtual environment; in response to the request, accessing a blockchain, a token, or a database containing data comprising one or more of identifiers for a set of avatars in the virtual environment, where each avatar may be associated with a unique name, number, or alphanumeric string; a name or unique identifier of a real-world person associated with each avatar identifier; information about the real-world person associated with each avatar that may be used as part of an authentication process; and executing a logical process to verify the identity of the real-world person that is controlling the requesting avatar.
18. The non-transitory computer-readable media of claim 15, wherein providing data, information, or metadata regarding what the requesting avatar is willing to pay, do, or assist another avatar to do in return for responding to the request for assistance further comprises enabling the requesting avatar to indicate that the support request object has been placed into a marketplace.
19. The non-transitory computer-readable media of claim 17, wherein the blockchain, a token, or a database further comprises a password or response to a security question associated with one or more of the real-world persons, and wherein executing a logical process to verify the identity of the real-world person that is controlling the requesting avatar further comprises: obtaining an identifier for the requesting avatar; based on the obtained identifier, determining the name or unique identifier of the real-world person associated with the requesting avatar; asking the requesting avatar to provide the password or response to a security question associated with the real-world person that is associated with the requesting avatar; and determining if the password or response to the security question corresponds to the one associated with the real-world person that was accessed from the blockchain, token, or database.
20. The non-transitory computer-readable media of claim 15, further comprising instructions that cause the one or more electronic processors or a device or apparatus of which they are a part to enable the transfer of the support request object to a different support entity if the requested assistance cannot be provided by the support entity who the support request object was transferred to.
21. The non-transitory computer-readable media of claim 15, wherein the method of communication between the requesting avatar and the support entity is one or more of a message, a user interface in the virtual environment, a voice communication, a video, or an automated tool.
Description
BRIEF DESCRIPTION OF THE DRAWINGS
[0140] Embodiments of the invention in accordance with the present disclosure will be described with reference to the drawings, in which:
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[0145] Note that the same numbers are used throughout the disclosure and figures to reference like components and features.
DETAILED DESCRIPTION
[0146] The subject matter of embodiments of the present disclosure is described herein with specificity to meet statutory requirements, but this description is not intended to limit the scope of the claims. The claimed subject matter may be embodied in other ways, may include different elements or steps, and may be used in conjunction with other existing or later developed technologies. This description should not be interpreted as implying any required order or arrangement among or between various steps or elements except when the order of individual steps or arrangement of elements is explicitly noted as being required.
[0147] Embodiments of the disclosure will be described more fully herein with reference to the accompanying drawings, which form a part hereof, and which show, by way of illustration, exemplary embodiments by which the disclosure may be practiced. The disclosure may, however, be embodied in different forms and should not be construed as limited to the embodiments set forth herein; rather, these embodiments are provided so that this disclosure will satisfy the statutory requirements and convey the scope of the disclosure to those skilled in the art.
[0148] Among other things, the present disclosure may be embodied in whole or in part as a system, as one or more methods, or as one or more devices. Embodiments of the disclosure may take the form of a hardware implemented embodiment, a software implemented embodiment, or an embodiment combining software and hardware aspects. For example, in some embodiments, one or more of the operations, functions, processes, or methods described herein may be implemented by one or more suitable processing elements (such as a processor, microprocessor, CPU, GPU, TPU, or controller, as non-limiting examples) that is part of a client device, server, network element, remote platform (such as a SaaS platform), an “in the cloud” service, or other form of computing or data processing system, device, or platform.
[0149] The processing element or elements may be programmed with a set of executable instructions (e.g., software instructions), where the instructions may be stored on (or in) one or more suitable non-transitory computer-readable data storage elements. In some embodiments, the set of instructions may be conveyed to a user through a transfer of instructions or an application that executes a set of instructions (such as over a network, e.g., the Internet). In some embodiments, a set of instructions or an application may be utilized by an end-user through access to a SaaS platform or a service provided through such a platform.
[0150] In some embodiments, one or more of the operations, functions, processes, or methods described herein may be implemented by a specialized form of hardware, such as a programmable gate array, application specific integrated circuit (ASIC), or the like. Note that an embodiment of the disclosure may be implemented in the form of an application, a sub-routine that is part of a larger application, a “plug-in”, an extension to the functionality of a data processing system or platform, or other suitable form. The following detailed description is, therefore, not to be taken in a limiting sense.
[0151] As mentioned, in some embodiments, the systems and methods described herein may provide services through a SaaS or multi-tenant platform. The platform provides access to multiple entities, each with a separate account and associated data storage. Each account may correspond to a user, set of users, an entity offering users customer services and support, or an organization, for example. Each account may access one or more services, a set of which are instantiated in their account, and which implement one or more of the methods or functions described herein.
[0152] As used herein, the terms “metaverse”, “virtual environment”, “virtual reality”, or “virtual world” refer to a computer-simulated environment which may be populated by multiple users who can each create and be represented by a personal avatar, and simultaneously and independently explore the virtual world, participate in its activities, interact with objects, and communicate with others..sup.2 A virtual world or environment may include aspects of the physical or real-world, in which case the experience may be referred to as an “augmented reality”. .sup.2 See Wikipedia entry. The avatars can be textual, graphical representations, or live video avatars with auditory and touch sensations. The user accesses a computer-simulated world which presents perceptual stimuli to the user, who in turn can manipulate elements of the modeled world and thus experience a degree of presence. Such modeled worlds and their rules may draw from reality or fantasy worlds. Example rules are gravity, topography, locomotion, real-time actions, and communication. Communication between users can range from text, graphical icons, visual gesture, sound, and rarely, forms using touch, voice command, and balance senses.
[0153] As non-limiting examples, when users interact in and with the metaverse, they may experience one or more of the following: [0154] persistent, virtual interactive 3-dimensional worlds and immersive experiences (which are accessed via one or more of VR, AR, and mobile devices, as examples); [0155] mixed brand experiences involving products or services provided by multiple and different sources; [0156] decentralized self-sovereign identities, with each identity/avatar owned and controlled by an individual in the real-world; [0157] decentralized metaverse assets/objects that may be owned by one or more individuals/avatars; [0158] virtual objects that may include land, structures, locations, works of art, tokens, rewards, equipment, services, devices, specific functions, or executable processes, as non-limiting examples; [0159] in some embodiments, a virtual object may correspond to an actual object in the real-world, such as a location, a building, a company, a device, or an animal, as non-limiting examples; and [0160] a decentralized economy, in which objects may be associated with non-fungible tokens (NFTs), and the availability of direct person (i.e., avatar)-to-person (avatar) transactions.
[0161] In some embodiments, to provide “contextual” based customer support in a virtual world for a virtual product or virtual service may involve implementation of one or more of the following functions or capabilities: [0162] Existence of a virtual object (such as a ball, a service emblem, a designated location, or a kiosk, as non-limiting examples) or an event trigger (such as an avatar pressing a button, standing on a square, or moving to a designated location, as non-limiting examples) that can be used by an avatar to generate a request for support and/or initiate a support experience; [0163] Awareness of the context of the user/avatar in the virtual environment including as non-limiting examples, the virtual location, nearby objects, the avatar's recent/current experience or actions, the avatar's virtual or corresponding real-world identity, or the brand ownership or association (if applicable) for an object; [0164] For example, awareness that a person's avatar is in a virtual Starbucks lounge, sitting at a table, in front of a game of chess; [0165] A virtual identity (typically in the form of an avatar) that is managed by a real-world person/user and associated with specific data that can be shared by the user in control of the avatar with support service providers to authenticate the user and establish that they (the user) are entitled to the desired support services (such as verification that they are 18, or that they have paid for the product or service, as non-limiting examples); [0166] the data or information used to establish the rights of an avatar and/or a person, or to verify the identity of a person controlling an avatar may be stored or encoded in a blockchain, associated with an NFT, or stored in another suitable data storage component; [0167] A virtual environment experience with which a user's avatar can interact to obtain support, including (as examples) one or more of self-help sources, artificial intelligence driven menus, a voice chat, a text chat with voice-to-text capabilities, a device that presents a video, a display for presenting a document, or interactive workflows, as non-limiting examples; [0168] in some embodiments, a service agent chat record (in text format) or voice chat may appear as a hologram or as an avatar that another avatar can interact with; and [0169] A support platform and routing service or functionality to execute or otherwise provide an experience based on the specific context of the avatar and/or the product or service for which support is requested; [0170] for example, if the user is in a virtual Starbucks, then Starbucks help will be displayed; [0171] the provided experience may include (but is not limited to or required to include) use of a bot, an automated event or sequence of events, a connection/routing to a real-world agent, a help or customer support ticketing process, or support agent communication tools, as non-limiting examples.
[0172] Conventionally, support is provided by a brand that owns and controls how support is provided. As an example, if a user or customer requires customer assistance or support for a product or service, they typically will go through a process similar to the following: [0173] 1. A user/person contacts the support center; [0174] 2. The support center (staffed by the brand) creates a support ticket that is owned and managed by the brand; [0175] 3. The support center provides customer service to the user; [0176] 4. If the brand cannot solve the problem (for example if the problem is not with the brand but with some other brand), they either will reach out to a secondary brand or most often will tell the user to contact the other brand and create a new support ticket with that brand; [0177] 5. In this case, the user is required to start a second interaction with the second brand to solve the initial problem.
[0178] However, technology and services are often mixed (meaning that they are provided by multiple brands), and as users engage more with decentralized models in the future (such as the metaverse), brands and services are expected to increase the frequency with which they are mixed and integrated into a single experience.
[0179] Unfortunately, this tendency is not addressed effectively by conventional approaches to delivering customer support services. The conventional model where a support request ticket is owned by a brand limits the ability of a user to seek solutions to problems across multiple brands. Instead, they are required to have individual interactions with each brand and each brand is oblivious to the previous interactions.
[0180] As mentioned, an aspect that makes providing customer service or support in a virtual environment more difficult than in the real-world is that in a virtual world there can be many different objects, types of objects, products, services, and places, and each may be associated with a different source or brand. For example, a person's avatar may be in their virtual living room with several different objects on a counter that were purchased from different brands (a virtual book, a virtual board game, a virtual device, a radio, and a portal to a virtual experience, as non-limiting examples). Each object would be expected to have different support needs and different contextual information, and a support platform needs to be able to distinguish between each object and enable a user to receive support services applicable to that object from its associated source or brand.
[0181] In contrast, in a conventional real-word environment, each brand and their support are self-contained, and the support is presented inside of a desktop application, a dedicated chat, a web-page, or a mobile application, as examples. However, in a virtual environment, brands will be interspersed and provide different products, services, or experiences at the same time and often in the same place in the virtual environment. Because of this situation, it is important to have sufficient contextual information available about the virtual world and the virtual object of interest to determine what support services to present. The contextual information may be related to specific objects, locations, device states, events, or triggers unique to a brand or source of an object.
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[0183] Within virtual experience or environment 102, the real-world person using device 101 may be represented by an avatar 103. Virtual experience or environment 102 may be generated and managed by a remote server 104 (as suggested by the element labeled “3D Virtual Interface Server or Service” in the figure). Server 104 may be operated by the provider of the gaming or interactive application the real-world person is using. Server 104 is typically connected to and able to exchange data and information using the Internet 105 and/or one or more intermediate networks.
[0184] A SaaS-based customer service platform 106 may also be connected to the Internet 105 and therefore able to exchange data and information, and interact with virtual experience or environment 102, typically via server 104. SaaS-based customer service platform 106 may be connected to and able to provide customer assistance by routing a service or assistance request to a set of self-help or automated help resources 107 (such as a set of documents, links, or a chatbot, as non-limiting examples), and/or to service agents 108 in the form of a real person using a suitable computing device.
[0185] In one embodiment, the operator of SaaS-based customer service platform 106 may provide the source of the game, application, interactive experience, or other virtual reality or augmented reality environment or experience (the operator of server 104, as an example) with one or more of the following elements, components, or processes: [0186] A module, plug-in, or application that may be used to determine that support is needed for an object in the virtual experience or environment and to collect or identify the contextual data and information needed to provide effective support services; [0187] A virtual reality, augmented reality, or mobile device customer support module (i.e., an application, routine, or executable set of instructions to accomplish a function, as non-limiting examples) to provide customer service and other forms of assistance that a “brand” may integrate into a virtual reality or augmented reality experience or environment that it is creating and/or managing; [0188] in some embodiments, a user of a mobile application on a mobile device may be able to seek (or make a request) for support and then go through a process by which an independent ticket is created that is owned by the user and has the same aspects/properties as disclosed herein for a service request object; [0189] A digital customer service and support platform (such as platform 106, or an account on a multi-tenant platform) connected to the virtual reality, augmented reality, or mobile device customer support module and able to exchange data and information with that module; and [0190] Connectivity and access to self-help and agent tools and resources so that the customer support module can access and utilize the self-help and/or real person agents.
[0191] In some embodiments, one or more of the modules used to determine if support is needed (or the customer support module) may generate a user interface 109 within the virtual or augmented reality environment to enable avatar 103 to interact with customer support services. Interface 109 may include selectable or activatable elements that avatar 103 may use to indicate a product (such as by model or generic category) or type of service for which assistance is desired, the type of assistance desired, or another aspect of a service request.
[0192] As suggested by the “trigger” element in the figure, in some embodiments, a service request may be generated automatically in response to a situation or event. For example, an error message, an avatar performing a specific action or going to a specific place, or an object representing a product or service changing its appearance may be a form of trigger and may indicate that assistance is needed. In some embodiments, such a trigger may automatically generate a service request or ticket.
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[0194] As disclosed, in some embodiments, a person may obtain customer service or assistance for an object in a virtual environment without leaving the virtual environment by implementing the following steps or stages: [0195] A customer support or assistance platform (such as SaaS-Based Platform 106 of
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[0238] In general, an embodiment of the disclosure may be implemented using a set of software instructions that are designed to be executed by a suitably programmed processing element (such as a GPU, TPU, CPU, microprocessor, processor, controller, state machine, or computing device, as non-limiting examples). In a complex application or system such instructions are typically arranged into “modules” with each such module typically performing a specific task, process, function, or operation. The entire set of modules may be controlled or coordinated in their operation by an operating system (OS) or other form of organizational platform.
[0239] The modules and/or sub-modules may include a suitable computer-executable code or set of instructions, such as computer-executable code corresponding to a programming language. For example, programming language source code may be compiled into computer-executable code. Alternatively, or in addition, the programming language may be an interpreted programming language such as a scripting language.
[0240] As shown in
[0241] Modules 202 may contain one or more sets of instructions for performing a method or function described with reference to the Figures, and the descriptions and disclosure of the functions and operations provided in the specification. These modules may include those illustrated but may also include a greater number or fewer number than those illustrated. Further, the modules and the set of computer-executable instructions that are contained in the modules may be executed (in whole or in part) by the same processor or by more than a single processor. If executed by more than a single processor, the co-processors may be contained in different devices, for example a processor in a client device and a processor in a server.
[0242] Modules 202 are stored in a memory 220, which typically includes an Operating System module 204 that contains instructions used (among other functions) to access and control the execution of the instructions contained in other modules. The modules 202 in memory 220 are accessed for purposes of transferring data and executing instructions by use of a “bus” or communications line 216, which also serves to permit processor(s) 230 to communicate with the modules for purposes of accessing and executing instructions. Bus or communications line 216 also permits processor(s) 230 to interact with other elements of system 200, such as input or output devices 222, communications elements 224 for exchanging data and information with devices external to system 200, and additional memory devices 226.
[0243] Each module or sub-module may correspond to a specific function, method, process, or operation that is implemented by execution of the instructions (in whole or in part) in the module or sub-module. Each module or sub-module may contain a set of computer-executable instructions that when executed by a programmed processor or co-processors cause the processor or co-processors (or a device, devices, server, or servers in which they are contained) to perform the specific function, method, process, or operation. As mentioned, an apparatus in which a processor or co-processor is contained may be one or both of a client device or a remote server or platform. Therefore, a module may contain instructions that are executed (in whole or in part) by the client device, the server or platform, or both. Such function, method, process, or operation may include those used to implement one or more aspects of the disclosed system and methods, such as for: [0244] Receiving (or identifying) a request from an avatar in a virtual environment for assistance with a product or service, with the product or service represented as an object in the virtual environment (as suggested by module 206); [0245] Converting the request into a virtual object (referred to as a support request object) in the virtual environment (module 207); [0246] Populating or associating the support request object with data and information (such as may be stored on a blockchain or in the form of an NFT or token), where the data and information may include one or more of data, information, or metadata regarding the request and related to the requester, and/or to the product or service for which assistance is requested (as suggested by module 208): [0247] Verifying the identity of the person controlling the avatar (if needed, and as represented by module 209); [0248] Providing data, information, or metadata regarding what the avatar (and hence the person controlling the avatar) is willing to pay, do, or assist another avatar/person to do in return for assistance in responding to their support request (module 210); [0249] Enable the avatar or the person making the support request to transfer the support request object to a support provider entity, where the support entity may be an avatar or a brand, and may be located in the virtual or real environment (module 211); [0250] In some embodiments, the avatar or person making the support request may cause a process to be executed on the support request object so that they can obtain support (such as changing its appearance, causing it to generate a signal, causing it to transfer to another entity); [0251] Establishing a method of communication between the avatar requesting support and the current entity (e.g., a brand or other avatar) who the support request object was transferred to for resolution—this enables support to be provided by way of messaging, voice, or video, or through an automated tool (such as a chat bot) (module 212); [0252] Enabling the avatar or person requesting support to transfer the support request object to a different support entity if the problem cannot be solved by the entity who first attempted to provide assistance (module 213); [0253] In one embodiment, the transfer may be based on a recommendation from a support entity; [0254] In one embodiment, the current entity (to whom the support request object was initially provided) may be able to transfer the support request object to another entity; [0255] Enabling the support entity that was able to solve the problem (i.e., to provide the requested support assistance) to indicate to the avatar (or person) who initially created the request for support that the problem has been solved (module 214); and [0256] After a response to the request for support or assistance has been received by the requesting avatar, enabling the requester to provide a payment to the support entity (e.g., the avatar or avatars) that provided the assistance (module 215).
[0257] In one embodiment, a method for providing proof or verification of the identity of a person controlling an avatar within a virtual or augmented reality environment may be implemented. This may be done to provide a confirmed association between an avatar and a real-world person for purposes of executing a transaction, determining ownership of a product or service in the virtual environment, or enabling an avatar to seek assistance with a virtual product or service, as non-limiting examples. In one embodiment, the disclosed method may include the following verification/authentication steps, stages, functions, processes, or operations: [0258] Determine that a request for verification of the real-world identity of a person corresponding to an avatar has been received from an object or event in a virtual environment; [0259] In one embodiment, this may be the result of an avatar interacting with an object in the virtual environment, an avatar indicating an interest in purchasing, renting, or using an object in the virtual environment, or an event being generated within the virtual environment; [0260] In one embodiment, this may be the result of a person in the real-world indicating an interest in purchasing, renting, or using an object in the virtual environment; [0261] In response to the request or event, accessing a blockchain, token, or database containing data comprising: [0262] Identifiers for a set of avatars in a virtual environment, where each avatar may be associated with a unique name, number, or alphanumeric string, as non-limiting examples; [0263] For each avatar identifier, an associated set of data or file that may contain one or more of the following, some or all of which may be encrypted: [0264] A name or unique identifier of a real-world person associated with the avatar identifier; [0265] Information about the real-world person that may be used as part of an authentication process, such as date of birth, last digits of social security number, mother's maiden name, or favorite color, as non-limiting examples; [0266] A password or response to a security question; [0267] A unique identifier associated with an object owned by the avatar/person in the virtual environment or a service the avatar is entitled to receive; [0268] Executing a logical process to determine the real-world person that is associated with the avatar responsible for (directly or indirectly) generating the request for verification, or the avatar associated with a real-world person indicating an interest in purchasing, renting, or using an object in the virtual environment; [0269] Further, determining if the real-world person associated with an avatar is the person controlling the avatar at that time; [0270] This may involve a form of authentication such as; [0271] Sending a message to the real-world person instructing them to control the avatar in a specific way to do something in the virtual environment; [0272] Requesting that the real-world person or the avatar provide a previously specified and stored password; [0273] In some embodiments, this might involve a form of two-factor or two-channel authorization that uses both virtual and real-world devices or processes; and [0274] If the real-world person associated with the avatar is determined to be the person controlling the avatar, and if the real-world person (and hence the avatar) is authorized to execute the desired action, then permitting the avatar or real-world person to perform the action or to execute the transaction.
[0275] In some embodiments, the functionality and services provided by the system and methods described herein may be made available to multiple users by accessing an account maintained by a server or service platform. Such a server or service platform may be termed a form of Software-as-a-Service (SaaS).
[0276] In some embodiments, the system or services disclosed herein may be implemented as micro-services, processes, workflows, or functions performed in response to the submission of a service request. The micro-services, processes, workflows, or functions may be performed by a server, data processing element, platform, or system. In some embodiments, the data analysis and other services may be provided by a service platform located “in the cloud”. In such embodiments, the platform may be accessible through APIs and SDKs. The functions, processes and capabilities described herein may be provided as micro-services within the platform. The interfaces to the micro-services may be defined by REST and GraphQL endpoints. An administrative console may allow users or an administrator to securely access the underlying request and response data, manage accounts and access, and in some cases, modify the processing workflow or configuration.
[0277] Note that although
[0278]
[0279] System 310, which may be hosted by a third party, may include a set of services to assist a user (in the form of their avatar) to obtain customer support within a virtual environment 312, and a web interface server 314, coupled as shown in
[0280] As examples, in some embodiments, the set of functions, operations or services made available through the platform or system 310 may include: [0281] Account Management services 316, such as [0282] a process or service to authenticate a user (in conjunction with submission of a user's credentials using the client device); [0283] a process or service to generate a container or instantiation of the services or applications that will be made available to the user; [0284] Services 318, such as [0285] a process or service to receive a request from an avatar in a virtual environment for assistance with a product or service, with the product or service represented as an object in the virtual environment; [0286] a process or service to convert the request into a virtual object (referred to as a support request object) in the virtual environment (or in some cases, into a real-world service request ticket); [0287] a process or service to populate or associate the support request object with data and information (such as stored on a blockchain or in the form of an NFT or token), where the data and information may include one or more of data, information, or metadata regarding the request and related to the requester, and/or to the product or service for which assistance is requested: [0288] a process or service to verify the identity of the person controlling the avatar (if needed); [0289] a process or service to provide data, information, or metadata regarding what the avatar (and hence the person controlling the avatar) is willing to pay, do, or assist another avatar/person to do in return for assistance in responding to their request; [0290] a process or service to enable the avatar or the person making the request for support to transfer the object formed from the support request to a support entity, where the support entity may be another avatar, a brand, and may be located in the virtual or real environment (in some embodiments, the avatar or person making the request for support may cause a process to be executed on the support request object so that they can obtain support); [0291] a process or service to establish a method of communication between the requesting avatar and the entity (e.g., a brand or other avatar) who the support request object was transferred to for resolution so that support can be provided by way of messaging, voice, or video, or through an automated tool (such as a chat bot); [0292] a process or service to enable the transfer of the support request object to a different support entity if the problem cannot be solved by the entity who first attempted to provide the assistance; [0293] as described, this may be initiated by either the avatar/person who initially generated the request for support or by a support entity to which the support request object was transferred; [0294] a process or service to enable the support entity that was able to solve the problem (i.e., to provide the requested assistance) to indicate to the avatar (or person) that generated the request for support that the problem has been solved; and [0295] a process or service to enable the requester to provide a payment to the support entity (e.g., the avatar or avatars) that provided the assistance; [0296] Administrative services 320, such as [0297] a processor services to enable the provider of the services and/or the platform to administer and configure the processes and services provided to users, such as by altering a process flow or available options, as non-limiting examples.
[0298] The platform or system shown in
[0299]
[0300] The distributed computing service/platform (which may also be referred to as a multi-tenant data processing platform) 408 may include multiple processing tiers, including a user interface tier 416, an application server tier 420, and a data storage tier 424. The user interface tier 416 may maintain multiple user interfaces 417, including graphical user interfaces and/or web-based interfaces. The user interfaces may include a default user interface for the service to provide access to applications and data for a user or “tenant” of the service (depicted as “Service UI” in the figure), as well as one or more user interfaces that have been specialized/customized in accordance with user specific requirements (e.g., represented by “Tenant A UI”, . . . , “Tenant Z UI” in the figure, and which may be accessed via one or more APIs).
[0301] The default user interface may include user interface components enabling a tenant to administer the tenant's access to and use of the functions and capabilities provided by the service platform. This may include accessing tenant data, launching an instantiation of a specific application, causing the execution of specific data processing operations, etc. Each application server or processing tier 422 shown in the figure may be implemented with a set of computers and/or components including computer servers and processors, and may perform various functions, methods, processes, or operations as determined by the execution of a software application or set of instructions. The data storage tier 424 may include one or more data stores, which may include a Service Data store 425 and one or more Tenant Data stores 426. Data stores may be implemented with any suitable data storage technology, including structured query language (SQL) based relational database management systems (RDBMS).
[0302] Service Platform 408 may be multi-tenant and may be operated by an entity to provide multiple tenants with a set of business-related or other data processing applications, data storage, and functionality. For example, the applications and functionality may include providing web-based access to the functionality used by a business to provide services to end-users, thereby allowing a user with a browser and an Internet or intranet connection to view, enter, process, or modify certain types of information. Such functions or applications are typically implemented by one or more modules of software code/instructions that are maintained on and executed by one or more servers 422 that are part of the platform's Application Server Tier 420. As noted with regards to
[0303] As mentioned, rather than build and maintain such a platform or system themselves, a business may utilize systems provided by a third party. A third party may implement a business system/platform as described above in the context of a multi-tenant platform, where individual instantiations of a business' data processing workflow (such as the data analysis and processing described herein) are provided to users, with each business representing a tenant of the platform. One advantage to such multi-tenant platforms is the ability for each tenant to customize their instantiation of the data processing workflow to that tenant's specific business needs or operational methods. Each tenant may be a business or entity that uses the multi-tenant platform to provide business services and functionality to multiple users.
[0304]
[0305] As noted,
[0306] The application layer 510 may include one or more application modules 511, each having one or more sub-modules 512. Each application module 511 or sub-module 512 may correspond to a function, method, process, or operation that is implemented by the module or sub-module (e.g., a function or process related to providing data processing and services to a user of the platform). Such function, method, process, or operation may include those used to implement one or more aspects of the disclosed system and methods, such as for one or more of the processes or functions disclosed and/or described herein: [0307] Receiving a request from an avatar in a virtual environment for assistance with a product or service, with the product or service represented as an object in the virtual environment; [0308] Converting the request into a virtual object (referred to as a support request object) in the virtual environment (or in some cases, into a real-world service request ticket); [0309] Populating or associating the support request object with data and information (such as stored on a blockchain or in the form of an NFT or token), where the data and information may include one or more of data, information, or metadata regarding the request and related to the requester, and/or to the product or service for which assistance is requested: [0310] Verifying the identity of the person controlling the avatar (if needed); [0311] Providing data, information, or metadata regarding what the avatar (and hence the person controlling the avatar) is willing to pay, do, or assist another avatar/person to do in return for assistance in responding to their request; [0312] Enable the avatar or the person making the request for support to transfer the object formed from the support request to a support entity, where the support entity may be another avatar, a brand, and may be located in the virtual or real environment (in some embodiments, the avatar or person making the request for support may cause a process to be executed on the support request object so that they can obtain support); [0313] Establishing a method of communication between the requesting avatar and the entity (e.g., a brand or other avatar) who the support request object was transferred to for resolution so that support can be provided by way of messaging, voice, or video, or through an automated tool (such as a chat bot); [0314] Enabling the avatar (in one embodiment, based on a recommendation from a support entity) to transfer the support request object to a different support entity if the problem cannot be solved by the entity who first attempted to provide the assistance; [0315] this may be initiated by either the avatar/person who initially generated the request for support or by a support entity to which the support request object was transferred; [0316] Enabling the support entity that was able to solve the problem (i.e., to provide the requested assistance) to indicate to the avatar (or person) that generated the request for support that the problem has been solved; and [0317] After a response to the request has been received by the requesting avatar, enabling the requester to provide a payment to the support entity (e.g., the avatar or avatars) that provided the assistance.
[0318] The application modules and/or sub-modules may include any suitable computer-executable code or set of instructions (e.g., as would be executed by a suitably programmed processor, microprocessor, or CPU), such as computer-executable code corresponding to a programming language. For example, programming language source code may be compiled into computer-executable code. Alternatively, or in addition, the programming language may be an interpreted programming language such as a scripting language. Each application server (e.g., as represented by element 422 of
[0319] The data storage layer 520 may include one or more data objects 522 each having one or more data object components 521, such as attributes and/or behaviors. For example, the data objects may correspond to tables of a relational database, and the data object components may correspond to columns or fields of such tables. Alternatively, or in addition, the data objects may correspond to data records having fields and associated services. Alternatively, or in addition, the data objects may correspond to persistent instances of programmatic data objects, such as structures and classes. Each data store in the data storage layer may include each data object. Alternatively, different data stores may include different sets of data objects. Such sets may be disjoint or overlapping.
[0320] Note that the example computing environments depicted in
[0321] The disclosure includes the following clauses and embodiments:
[0322] 1. A method of providing a service to a user represented by an avatar in a virtual environment, comprising: [0323] receiving a request from an avatar in a virtual environment for assistance with a product or service, with the product or service represented as an object in the virtual environment; [0324] converting the request for assistance into a support request object in the virtual environment; [0325] populating or associating the support request object with data, information, or metadata regarding one or more of the request, the requesting avatar, or the product or service for which assistance is requested; [0326] providing data, information, or metadata regarding what the requesting avatar is willing to pay, do, or assist another avatar to do in return for responding to the request for assistance; [0327] enabling the requesting avatar to transfer the support request object to a support entity; [0328] establishing a method of communication between the requesting avatar and the support entity; [0329] enabling the support entity to indicate to the requesting avatar that the requested assistance has been provided; and [0330] enabling the requesting avatar to provide a payment to the support entity that provided the assistance.
[0331] 2. The method of clause 1, further comprising verifying the identity of a person controlling the requesting avatar.
[0332] 3. The method of clause 2, wherein verifying the identity of the person controlling the requesting avatar further comprises: [0333] determining that a request for verification of a real-world identity of a person corresponding to the requesting avatar has been received from an object or event in the virtual environment; [0334] in response to the request, accessing a blockchain, a token, or a database containing data comprising one or more of [0335] identifiers for a set of avatars in the virtual environment, where each avatar may be associated with a unique name, number, or alphanumeric string; [0336] a name or unique identifier of a real-world person associated with each avatar identifier; [0337] information about the real-world person associated with each avatar that may be used as part of an authentication process; and [0338] executing a logical process to verify the identity of the real-world person that is controlling the requesting avatar.
[0339] 4. The method of clause 1, wherein providing data, information, or metadata regarding what the requesting avatar is willing to pay, do, or assist another avatar to do in return for responding to the request for assistance further comprises enabling the requesting avatar to indicate that the support request object has been placed into a marketplace.
[0340] 5. The method of clause 3, wherein the blockchain, a token, or a database further comprises a password or response to a security question associated with one or more of the real-world persons, and wherein executing a logical process to verify the identity of the real-world person that is controlling the requesting avatar further comprises: [0341] obtaining an identifier for the requesting avatar; [0342] based on the obtained identifier, determining the name or unique identifier of the real-world person associated with the requesting avatar; [0343] asking the requesting avatar to provide the password or response to a security question associated with the real-world person that is associated with the requesting avatar; and [0344] determining if the password or response to the security question corresponds to the one associated with the real-world person that was accessed from the blockchain, token, or database.
[0345] 6. The method of clause 1, further comprising enabling the transfer of the support request object to a different support entity if the requested assistance cannot be provided by the support entity who the support request object was transferred to.
[0346] 7. The method of clause 1, wherein the method of communication between the requesting avatar and the support entity is one or more of a message, a user interface in the virtual environment, a voice communication, a video, or an automated tool.
[0347] 8. A system, comprising: [0348] one or more electronic processors configured to execute a set of computer-executable instructions; and [0349] one or more non-transitory computer-readable media containing the set of computer-executable instructions, wherein when executed, the instructions cause the one or more electronic processors or a device or apparatus of which they are a part to [0350] receive a request from an avatar in a virtual environment for assistance with a product or service, with the product or service represented as an object in the virtual environment; [0351] convert the request for assistance into a support request object in the virtual environment; [0352] populate or associate the support request object with data, information, or metadata regarding one or more of the request, the requesting avatar, or the product or service for which assistance is requested; [0353] provide data, information, or metadata regarding what the requesting avatar is willing to pay, do, or assist another avatar to do in return for responding to the request for assistance; [0354] enable the requesting avatar to transfer the support request object to a support entity; [0355] establish a method of communication between the requesting avatar and the support entity; [0356] enable the support entity to indicate to the requesting avatar that the requested assistance has been provided; and [0357] enable the requesting avatar to provide a payment to the support entity that provided the assistance.
[0358] 9. The system of clause 8, further comprising instructions that cause the one or more electronic processors or a device or apparatus of which they are a part to verify the identity of a person controlling the requesting avatar.
[0359] 10. The system of clause 9, wherein verifying the identity of the person controlling the requesting avatar further comprises: [0360] determining that a request for verification of a real-world identity of a person corresponding to the requesting avatar has been received from an object or event in the virtual environment; [0361] in response to the request, accessing a blockchain, a token, or a database containing data comprising one or more of [0362] identifiers for a set of avatars in the virtual environment, where each avatar may be associated with a unique name, number, or alphanumeric string; [0363] a name or unique identifier of a real-world person associated with each avatar identifier; [0364] information about the real-world person associated with each avatar that may be used as part of an authentication process; and [0365] executing a logical process to verify the identity of the real-world person that is controlling the requesting avatar.
[0366] 11. The system of clause 8, wherein providing data, information, or metadata regarding what the requesting avatar is willing to pay, do, or assist another avatar to do in return for responding to the request for assistance further comprises enabling the requesting avatar to indicate that the support request object has been placed into a marketplace.
[0367] 12. The system of clause 10, wherein the blockchain, a token, or a database further comprises a password or response to a security question associated with one or more of the real-world persons, and wherein executing a logical process to verify the identity of the real-world person that is controlling the requesting avatar further comprises: [0368] obtaining an identifier for the requesting avatar; [0369] based on the obtained identifier, determining the name or unique identifier of the real-world person associated with the requesting avatar; [0370] asking the requesting avatar to provide the password or response to a security question associated with the real-world person that is associated with the requesting avatar; and [0371] determining if the password or response to the security question corresponds to the one associated with the real-world person that was accessed from the blockchain, token, or database.
[0372] 13. The system of clause 8, further comprising instructions that cause the one or more electronic processors or a device or apparatus of which they are a part to enable the transfer of the support request object to a different support entity if the requested assistance cannot be provided by the support entity who the support request object was transferred to.
[0373] 14. The system of clause 8, wherein the method of communication between the requesting avatar and the support entity is one or more of a message, a user interface in the virtual environment, a voice communication, a video, or an automated tool.
[0374] 15. One or more non-transitory computer-readable media comprising a set of computer-executable instructions that when executed by one or more programmed electronic processors, cause the processors or a device or apparatus of which they are part to [0375] receive a request from an avatar in a virtual environment for assistance with a product or service, with the product or service represented as an object in the virtual environment; [0376] convert the request for assistance into a support request object in the virtual environment; [0377] populate or associate the support request object with data, information, or metadata regarding one or more of the request, the requesting avatar, or the product or service for which assistance is requested; [0378] provide data, information, or metadata regarding what the requesting avatar is willing to pay, do, or assist another avatar to do in return for responding to the request for assistance; [0379] enable the requesting avatar to transfer the support request object to a support entity; [0380] establish a method of communication between the requesting avatar and the support entity; [0381] enable the support entity to indicate to the requesting avatar that the requested assistance has been provided; and [0382] enable the requesting avatar to provide a payment to the support entity that provided the assistance.
[0383] 16. The non-transitory computer-readable media of clause 15, further comprising instructions that cause the one or more electronic processors or a device or apparatus of which they are a part to verify the identity of a person controlling the requesting avatar.
[0384] 17. The non-transitory computer-readable media of clause 16, wherein verifying the identity of the person controlling the requesting avatar further comprises: [0385] determining that a request for verification of a real-world identity of a person corresponding to the requesting avatar has been received from an object or event in the virtual environment; [0386] in response to the request, accessing a blockchain, a token, or a database containing data comprising one or more of [0387] identifiers for a set of avatars in the virtual environment, where each avatar may be associated with a unique name, number, or alphanumeric string; [0388] a name or unique identifier of a real-world person associated with each avatar identifier; [0389] information about the real-world person associated with each avatar that may be used as part of an authentication process; and [0390] executing a logical process to verify the identity of the real-world person that is controlling the requesting avatar.
[0391] 18. The non-transitory computer-readable media of clause 15, wherein providing data, information, or metadata regarding what the requesting avatar is willing to pay, do, or assist another avatar to do in return for responding to the request for assistance further comprises enabling the requesting avatar to indicate that the support request object has been placed into a marketplace.
[0392] 19. The non-transitory computer-readable media of clause 17, wherein the blockchain, a token, or a database further comprises a password or response to a security question associated with one or more of the real-world persons, and wherein executing a logical process to verify the identity of the real-world person that is controlling the requesting avatar further comprises: [0393] obtaining an identifier for the requesting avatar; [0394] based on the obtained identifier, determining the name or unique identifier of the real-world person associated with the requesting avatar; [0395] asking the requesting avatar to provide the password or response to a security question associated with the real-world person that is associated with the requesting avatar; and [0396] determining if the password or response to the security question corresponds to the one associated with the real-world person that was accessed from the blockchain, token, or database.
[0397] 20. The non-transitory computer-readable media of clause 15, further comprising instructions that cause the one or more electronic processors or a device or apparatus of which they are a part to enable the transfer of the support request object to a different support entity if the requested assistance cannot be provided by the support entity who the support request object was transferred to.
[0398] 21. The non-transitory computer-readable media of clause 15, wherein the method of communication between the requesting avatar and the support entity is one or more of a message, a user interface in the virtual environment, a voice communication, a video, or an automated tool.
[0399] The disclosed system and methods can be implemented in the form of control logic using computer software in a modular or integrated manner. Based on the disclosure and teachings provided herein, a person of ordinary skill in the art will know and appreciate other ways and/or methods to implement the present invention using hardware and a combination of hardware and software.
[0400] Machine learning (ML) is being used more and more to enable the analysis of data and assist in making decisions in multiple industries. To benefit from using machine learning, a machine learning algorithm is applied to a set of training data and labels to generate a “model” which represents what the application of the algorithm has “learned” from the training data. Each element (or instances or example, in the form of one or more parameters, variables, characteristics or “features”) of the set of training data is associated with a label or annotation that defines how the element should be classified by the trained model. A machine learning model in the form of a neural network is a set of layers of connected neurons that operate to make a decision (such as a classification) regarding a sample of input data. When trained (i.e., the weights connecting neurons have converged and become stable or within an acceptable amount of variation), the model will operate on a new element of input data to generate the correct label or classification as an output.
[0401] In some embodiments, certain of the methods, models or functions described herein may be embodied in the form of a trained neural network, where the network is implemented by the execution of a set of computer-executable instructions or representation of a data structure. The instructions may be stored in (or on) a non-transitory computer-readable medium and executed by a programmed processor or processing element. The set of instructions may be conveyed to a user through a transfer of instructions or an application that executes a set of instructions (such as over a network, e.g., the Internet). The set of instructions or an application may be utilized by an end-user through access to a SaaS platform or a service provided through such a platform. A trained neural network, trained machine learning model, or any other form of decision or classification process may be used to implement one or more of the methods, functions, processes, or operations described herein. Note that a neural network or deep learning model may be characterized in the form of a data structure in which are stored data representing a set of layers containing nodes, and connections between nodes in different layers are created (or formed) that operate on an input to provide a decision or value as an output.
[0402] In general terms, a neural network may be viewed as a system of interconnected artificial “neurons” or nodes that exchange messages between each other. The connections have numeric weights that are “tuned” during a training process, so that a properly trained network will respond correctly when presented with an image or pattern to recognize (for example). In this characterization, the network consists of multiple layers of feature-detecting “neurons”; each layer has neurons that respond to different combinations of inputs from the previous layers. Training of a network is performed using a “labeled” dataset of inputs in a wide assortment of representative input patterns that are associated with their intended output response. Training uses general-purpose methods to iteratively determine the weights for intermediate and final feature neurons. In terms of a computational model, each neuron calculates the dot product of inputs and weights, adds the bias, and applies a non-linear trigger or activation function (for example, using a sigmoid response function).
[0403] Any of the software components, processes or functions described in this application may be implemented as software code to be executed by a processor using any suitable computer language such as Python, Java, JavaScript, C, C++, or Perl using conventional or object-oriented techniques. The software code may be stored as a series of instructions, or commands in (or on) a non-transitory computer-readable medium, such as a random-access memory (RAM), a read only memory (ROM), a magnetic medium such as a hard-drive or a floppy disk, or an optical medium such as a CD-ROM. In this context, a non-transitory computer-readable medium is almost any medium suitable for the storage of data or an instruction set aside from a transitory waveform. Any such computer readable medium may reside on or within a single computational apparatus and may be present on or within different computational apparatuses within a system or network.
[0404] According to one example implementation, the term processing element or processor, as used herein, may be a central processing unit (CPU), or conceptualized as a CPU (such as a virtual machine). In this example implementation, the CPU or a device in which the CPU is incorporated may be coupled, connected, and/or in communication with one or more peripheral devices, such as display. In another example implementation, the processing element or processor may be incorporated into a mobile computing device, such as a smartphone or tablet computer.
[0405] The non-transitory computer-readable storage medium referred to herein may include a number of physical drive units, such as a redundant array of independent disks (RAID), a floppy disk drive, a flash memory, a USB flash drive, an external hard disk drive, thumb drive, pen drive, key drive, a High-Density Digital Versatile Disc (HD-DV D) optical disc drive, an internal hard disk drive, a Blu-Ray optical disc drive, or a Holographic Digital Data Storage (HDDS) optical disc drive, synchronous dynamic random access memory (SDRAM), or similar devices or other forms of memories based on similar technologies. Such computer-readable storage media allow the processing element or processor to access computer-executable process steps, application programs and the like, stored on removable and non-removable memory media, to off-load data from a device or to upload data to a device. As mentioned, with regards to the embodiments described herein, a non-transitory computer-readable medium may include almost any structure, technology, or method apart from a transitory waveform or similar medium.
[0406] Certain implementations of the disclosed technology are described herein with reference to block diagrams of systems, and/or to flowcharts or flow diagrams of functions, operations, processes, or methods. It will be understood that one or more blocks of the block diagrams, or one or more stages or steps of the flowcharts or flow diagrams, and combinations of blocks in the block diagrams and stages or steps of the flowcharts or flow diagrams, respectively, can be implemented by computer-executable program instructions. Note that in some embodiments, one or more of the blocks, or stages or steps may not necessarily need to be performed in the order presented or may not necessarily need to be performed at all.
[0407] These computer-executable program instructions may be loaded onto a general-purpose computer, a special purpose computer, a processor, or other programmable data processing apparatus to produce a specific example of a machine, such that the instructions that are executed by the computer, processor, or other programmable data processing apparatus create means for implementing one or more of the functions, operations, processes, or methods described herein. These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a specific manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means that implement one or more of the functions, operations, processes, or methods described herein.
[0408] While certain implementations of the disclosed technology have been described in connection with what is presently considered to be the most practical and various implementations, it is to be understood that the disclosed technology is not to be limited to the disclosed implementations. Instead, the disclosed implementations are intended to cover various modifications and equivalent arrangements included within the scope of the appended claims. Although specific terms are employed herein, they are used in a generic and descriptive sense only and not for purposes of limitation.
[0409] This written description uses examples to disclose certain implementations of the disclosed technology, and to enable any person skilled in the art to practice certain implementations of the disclosed technology, including making and using any devices or systems and performing any incorporated methods. The patentable scope of certain implementations of the disclosed technology is defined in the claims, and may include other examples that occur to those skilled in the art. Such other examples are intended to be within the scope of the claims if they have structural and/or functional elements that do not differ from the literal language of the claims, or if they include structural and/or functional elements with insubstantial differences from the literal language of the claims.
[0410] All references, including publications, patent applications, and patents, cited herein are hereby incorporated by reference to the same extent as if each reference were individually and specifically indicated to be incorporated by reference and/or were set forth in its entirety herein.
[0411] The use of the terms “a” and “an” and “the” and similar referents in the specification and in the following claims are to be construed to cover both the singular and the plural, unless otherwise indicated herein or clearly contradicted by context. The terms “having,” “including,” “containing” and similar referents in the specification and in the following claims are to be construed as open-ended terms (e.g., meaning “including, but not limited to,”) unless otherwise noted. Recitation of ranges of values herein are merely intended to serve as a shorthand method of referring individually to each separate value inclusively falling within the range, unless otherwise indicated herein, and each separate value is incorporated into the specification as if it were individually recited herein. All methods described herein can be performed in any suitable order unless otherwise indicated herein or clearly contradicted by context. The use of any and all examples, or exemplary language (e.g., “such as”) provided herein, is intended merely to better illuminate embodiments of the invention and does not pose a limitation to the scope of the invention unless otherwise claimed. No language in the specification should be construed as indicating any non-claimed element as essential to each embodiment of the present invention.
[0412] As used herein (i.e., the claims, figures, and specification), the term “or” is used inclusively to refer to items in the alternative and in combination.
[0413] Different arrangements of the components depicted in the drawings or described above, as well as components and steps not shown or described are possible. Similarly, some features and sub-combinations are useful and may be employed without reference to other features and sub-combinations. Embodiments of the invention have been described for illustrative and not restrictive purposes, and alternative embodiments will become apparent to readers of this patent. Accordingly, the present invention is not limited to the embodiments described above or depicted in the drawings, and various embodiments and modifications can be made without departing from the scope of the claims below.