System and method for providing on-line assistance through the use of interactive data, voice and video information

• US 20020059378A1
• Filed: 08/17/2001
• Published: 05/16/2002
• Est. Priority Date: 08/18/2000
• Status: Abandoned Application

• Current Assignee: Shakeel Mustafa
• Original Assignee: Shakeel Mustafa
• Inventors: Mustafa, Shakeel
• Application Number:
  US09/931,531
• Publication Number:
  US 20020059378A1
• Time in Patent Office: Days
• US Class Current: 709/205
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04L 65/80 Responding to QoS
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04L 9/40 Network security protocols

Abstract

A system and method are disclosed that relate to interactively providing assistance and help to on-line clients by means of data, voice, and video communication. The scheme can facilitate real-time and on-line communication between a client and an agent. A designated helping agent can access any permitted source on the network and can provide on-line help to a client in real time. The proposed method once set up, requires a single click of the mouse, or a single step of instruction by any means from a client to acquire on-line help through the use of multimedia interactive communication. The scheme also describes a flexible methodology that can be used by an agent to build personalized customer profiles. The information saved in multiple profiles can be aggregated by the automated system to be used in future help sessions. The resulting user profile enhances the quality of service through live help or by automated systems to automatically deliver the related information by any means of data, voice, and video communication to a client.

Claims

8-1. The method and system according to claim 1 wherein the client system exchanges Web pages with the helping agent system comprising the steps of;

at the client system,

transmitting the web site address currently being displayed at the helping agent system,

at the helping agent system

receiving the web site address from the client system and then directly accessing the contents of the web site through the designated web server.

8-2. The method and system according to claim 7 wherein either a client system or agent system can be in the control mode and direct the other system to accept its web page address.

11. A method and system for providing on-line assistance to the end users in a networking environment through use of multimedia applications comprising:

at a client station,

(a) means for initializing a help session,

(b) means for transferring the web page information to a helping agent system, and

(c) means for transferring mouse co-ordinates to the helping agent system,

at the helping agent system,

(a) means for identifying a user operating on a client system through a unique user'"'"'s profile,

(b) means for accessing the same Web page information as fetched by the client system,

(c) means for sending the web page address to the client system, and

(d) means for establishing a multimedia session with the client system.

12. The method and system according to claim 11 wherein an agent system establishes a multimedia connection with a client system over Public Switched Telephone Network (PSTN).

13. The method and system according to claim 11 wherein agent system establishes a multimedia connection with the client system over any type of data network.