Patent US6177932B1 successfully refreshed from Google Patents.
US6177932B1
Expired / Lapsed
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Method and apparatus for network based customer service
Assignee: LT TECH LLC
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Filing: 1998-08-21
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Granted: 2001-01-23
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Expires: 2018-08-21
Abstract
Abstract A method and apparatus for a network based customer service is provided. In response to a client requesting help, a menu including three levels of interaction is displayed. One level of interaction is self-help searching in a database of information. A second level of interaction is asynchronous help, requesting help and receiving a reply. The third level of interaction is synchronous help, interaction with an advisor. If the client selects synchronous help, the method includes the steps of alerting the advisor and displaying a list of previously visited sites by the client to the advisor. The synchronous help method further includes providing a synchronized display between the client and the advisor, such that the advisor sees an identical display to the client.
Inventors
- 👤 Frank A. Galdes
- 👤 Mark A. Ericson
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-05 09:50
CPC Classifications
G; G06; G06F; G06F16/00; G06F16/90; G06F16/95; G06F16/954; G06F2216/00; G06F2216/15
Claims Analysis
Total Claims: 21
Claim 1
Independent Claim
69 words
A method for processing a client help request, said method comprising: responding to a help request from a client when said client makes a synchronous help request, alerting at least one responding advisor; receiving a response from said at least one responding advisor; synchronizing the display between said client and said at least one responding advisor; and permitting said at least one responding advisor to control a client browser.
Claim 2
Independent Claim
69 words
A method for processing a client help request, said method comprising: responding to a help request from a client when said client makes a synchronous help request, alerting at least one responding advisor; receiving a response from said at least one responding advisor; synchronizing the display between said client and said at least one responding advisor; and permitting said at least one responding advisor to control a client browser.
Claim 3
Dependent Claim
35 words
The method according to claim 1 , further comprising: displaying a menu of help request options including at least one of a synchronous help request option, an asynchronous help request option, and a self-help option.
Claim 4
Dependent Claim
26 words
The method according to claim 1 , wherein said synchronizing the display comprises: having the advisor display include an identical display to that of the client.
Claim 5
Dependent Claim
29 words
The method according to claim 3 , wherein said identical display to that of the client is displayed at a same rate for the advisor as for the client.
Claim 6
Dependent Claim
35 words
The method according to claim 1 , wherein the advisor further has one of an additional display and an additional portion of one display permitting search of a database of information to help the client.
Claim 7
Dependent Claim
22 words
The method according to claim 1 , further comprising: creating a reviewable discussion trail based on the client's discussion with the advisor.
Claim 8
Dependent Claim
26 words
The method according to claim 6 , wherein said discussion trail is stored on a server, and may be reviewed by the client at any time.
Claim 9
Dependent Claim
25 words
The method according to claim 1 , further comprising: adding a help information generated by the advisor to the database of information accessible to clients.
Claim 10
Dependent Claim
54 words
The method according to claim 1 , wherein when said client makes an asynchronous hell request, the method further comprises: prompting the client to enter a help question; forwarding the help question to the advisor; waiting for the advisor to generate an answer to the help question; and returning the answer to the client.
Claim 11
Dependent Claim
59 words
The method according to claim 9 , wherein the answer returned to the client comprises at least one of a web page hyperlink and a posting to a web page with hints that may include one or more of the following: a video of the advisor explaining the answer; and an audio recording of the hints, and visual images.
Claim 12
Dependent Claim
28 words
The method according to claim 1 , wherein said alerting at least one responding advisor includes using pattern matching with a database to determine which advisor is alerted.
Claim 13
Dependent Claim
16 words
The method according to claim 11 , wherein the pattern matching includes client and profile information.
Claim 14
Independent Claim
114 words
A method for processing a client help request, said method comprising: classifying the help request as one of a synchronous help request and an asynchronous help request; when synchronous help is requested, alerting at least one advisor, said at least one advisor conversing with the client over a link to deduce a problem; permitting said at least one advisor to synchronize displays with the client and control the client browser; generating an answer to the problem; associating the answer with the client, such that the client can retrieve the answer; and providing at least one of a hyper-linked web page, a posting to a web page, and a persistent answer to a client system.
Claim 15
Independent Claim
114 words
A method for processing a client help request, said method comprising: classifying the help request as one of a synchronous help request and an asynchronous help request; when synchronous help is requested, alerting at least one advisor, said at least one advisor conversing with the client over a link to deduce a problem; permitting said at least one advisor to synchronize displays with the client and control the client browser; generating an answer to the problem; associating the answer with the client, such that the client can retrieve the answer; and providing at least one of a hyper-linked web page, a posting to a web page, and a persistent answer to a client system.
Claim 16
Dependent Claim
62 words
The method according to claim 13 , further comprising: dynamically injecting a help button into web pages displayed to the client system; permitting the client system to request help from a first web page by pushing the help button; associating said persistent answer with the first web page; and displaying said persistent answer whenever the client system accesses the first web page.
Claim 17
Dependent Claim
17 words
The method according to claim 14 , wherein the persistent answer is stored on a server system.
Claim 18
Dependent Claim
39 words
The method according to claim 13 , further comprising: searching a predictive answer system for a response to the help request, wherein the predictive answer system uses pattern matching with a database to determine whether the response is applicable.
Claim 19
Dependent Claim
16 words
The method according to claim 16 , wherein the pattern includes client profile and context information.
Claim 20
Dependent Claim
32 words
The method according to claim 17 , wherein the context information comprises at least one of previous web page locations visited by the client and actions on the previous web page locations.
Claim 21
Dependent Claim
23 words
The method according to claim 13 , wherein said advisor is one of an artificial intelligence, a client and a customer service representative.
References Cited (Backward Citations)
US5950214A
Cited
US5796393A
Cited
USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2004-01-23 | 2004-07-24 | 2005-01-23 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2008-01-23 | 2008-07-24 | 2009-01-23 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2012-01-23 | 2012-07-24 | 2013-01-23 | $7700.00 | Window Closed / Lapsed |