Internet based help system

• US 20010032244A1
• Filed: 12/19/2000
• Published: 10/18/2001
• Est. Priority Date: 11/15/1999
• Status: Abandoned Application

• Current Assignee: Michael S. Neustel
• Original Assignee: Michael S. Neustel
• Inventors: Neustel, Michael S.
• Application Number:
  US09/741,446
• Publication Number:
  US 20010032244A1
• Time in Patent Office: Days
• US Class Current: 709/206
• CPC Class Codes: G06F 16/95 Retrieval from the web
• CPC Class Codes: G06F 9/453 Help systems
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46
• CPC Class Codes: H04L 67/14 Session management for real-time applications in data packet communications networks H04L65/1066
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04L 67/63 Routing a service request depending on the request content or context
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]

Abstract

An Internet based help system for establishing substantially real-time help dialog over the Internet between a client who has a question about a subject and a selected expert knowledgeable in that subject. The inventive system includes a plurality of experts on various topics located anywhere in the world that are stored within an “expert list” on a server computer. When any of the experts within the expert list log onto the Internet, software on the expert'"'"'s computer notifies the server computer via the Internet that the expert is on-line and available for real-time help sessions with clients thereby logging the expert into an “expert on-line list” (EOLL). When a client accesses a website and requires assistance on a question about the subject, the client selects a “real-time help button” on the screen to enter a real-time question into. A help screen is shown either within the website or within a separate dialog box that has a location for the client to enter and submit the question in a written format. The question information is transmitted from the client'"'"'s computer to the server computer that selects an expert from the EOLL. The question information is then transmitted to the selected expert which is displayed in a separate dialog box on the expert'"'"'s computer. The expert has the option of “passing” on the question or answering the question. If the expert passes on the question, the server computer determines another expert to send the question information to. If the expert accepts the question, they type in their answer which is then sent to the client'"'"'s computer. If the client likes the expert'"'"'s answer, the client can choose to enter into real-time discussions with the expert and thereafter possibly utilizing that expert'"'"'s services possibly. If the client does not like the expert'"'"'s answer, the client can request a different expert to answer the same question.

Claims

1. An Internet based help system for providing the exchange of information between a client and an expert via the Internet, said Internet based help system comprising:

means for maintaining an expert list;

means for maintaining an on-line list;

means for logging an expert from said expert list onto said on-line list when the expert is currently available over the Internet;

means for marking an expert as unavailable from said on-line list;

means under selective control of the client to enter a question information and submit the question information;

means for selecting an expert from said on-line list;

means for communicating the question information to a selected expert from said on-line list;

means for displaying the question information upon the selected expert'"'"'s computer; and

means under selective control of the selected expert to enter answer information and submit the answer information to the client via the Internet.

2. The Internet based help system of

claim 1

, wherein said means for maintaining an expert list maintains database information about each expert upon said expert list.

3. The Internet based help system of

claim 2

, wherein said means under selective control of the client allows the client to enter criteria for determining an expert upon said on-line list using said database information.

4. The Internet based help system of

claim 1

, wherein said means for selecting an expert comprises a predetermined method.

5. The Internet based help system of

claim 4

, wherein said predetermined method is comprised of selecting an expert from said on-line list at random.

6. The Internet based help system of

claim 4

, wherein said predetermined method is comprised of selecting an expert from said on-line list in a respective order.

7. The Internet based help system of

claim 4

, wherein said predetermined method is comprised of selecting an expert based upon criteria entered by the client.

8. The Internet based help system of

claim 1

, including a means for determining whether an expert upon said expert list is providing adequate answers to the questions of clients and removing the expert from said on-line list if the expert is providing less than Z percentage adequate answers to the clients.

9. The Internet based help system of

claim 1

, including a means for determining whether an expert upon said expert list is responding within time X to Y percentage of questions and removing the expert from said on-line list if the expert is responding to less than Y percentage of questions within time X.

10. A method of communicating between a client and an expert via the Internet, the method comprising the steps of:

(a) displaying a request page on a client computer;

(b) receiving question information upon said request page from the client;

(c) transmitting said question information to a server computer;

(d) selecting an expert that is currently on-line;

(e) displaying said question information upon a computer of the selected expert;

(f) determining whether the expert of said expert computer desires to respond to said question information;

(g) repeating steps (d) through (f) if the selected expert desires not to respond to said question information;

(h) receiving answer information from the selected expert;

(i) transmitting the answer information to said server computer; and

(j) transmitting the answer information to said client computer for display to the client.

11. The method of

claim 10

, further comprising the step of determining whether an expert is currently on-line and providing alternative choices to the client if there is no expert on-line.

12. The method of

claim 11

, wherein one of said alternative choices includes waiting for an expert to become available.

13. The method of

claim 10

, including the step of marking the selected expert as unavailable.

14. The method of

claim 10

, including the step of providing the client the opportunity to provide feedback regarding the answer information.

15. A method of communicating between a client and an expert via the Internet, the method comprising the steps of:

(a) providing an expert list;

(b) creating an on-line list based upon the experts from said expert list that are currently on-line;

(c) receiving question information from a client;

(d) selecting an expert from said on-line list and transmitting said question information to the expert;

(e) receiving answer information from the expert and transmitting said answer information to the client.

16. The method of

claim 15

, wherein said step of selecting an expert is comprised of a predetermined method.

17. The method of

claim 15

, wherein said step of creating an on-line list includes the step of removing an expert that is no longer on-line.

18. The method of

claim 15

, including the step of determining whether the selected expert desires to answer the question information and repeating steps (d) and (e) if the selected expert desires not to answer the question information.

19. An Internet based help system for providing the exchange of information between a client computer, a server computer and an expert computer via the Internet, said Internet based help system comprising:

said server computer storing an expert list and an on-line list of experts available;

a question screen displayable upon said client computer for allowing a client to enter question information into;

a means for transmitting said question information to said server computer;

a means for selecting an expert from said on-line list;

a means for notifying said expert that they have been selected to answer a question;

an answer screen displayable upon said expert computer for allowing the selected expert to review said question information and for entering answer information; and

a means for transmitting said answer information to said client computer.

20. The Internet based help system of

claim 19

, wherein said server computer adds and removes experts from said on-line list based upon logon and logoff information from the expert computers.

21. The Internet based help system of

claim 19

, wherein said answer screen has an option for allowing the selected expert to pass or accept upon the question information.

22. The Internet based help system of

claim 19

, wherein if the selected expert does not accept to answer the question information within time period X, the server computer selects a different expert from the on-line list if available.

23. The Internet based help system of

claim 22

, wherein if there are no other available experts upon the on-list, said server computer waits time period Y prior to providing alternative choices to said client computer.

24. The Internet based help system of

claim 19

, wherein said server computer removes an expert from said expert list and said on-line list if the expert is not responding in a desirable manner to a minimum number of questions presented to the expert.