Initiation of interactive support from a computer desktop

• US 20030043178A1
• Filed: 09/06/2001
• Published: 03/06/2003
• Est. Priority Date: 09/06/2001
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Gusler, Carl Phillip, Hamilton, Rick Allen II
• Application Number:
  US09/947,864
• Publication Number:
  US 20030043178A1
• Time in Patent Office: Days
• US Class Current: 345/705
• CPC Class Codes: G09B 5/08 providing for individual presentation of information to a plurality of student stations
• CPC Class Codes: H04L 41/00 Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
• CPC Class Codes: H04L 41/06 Management of faults, events, alarms or notifications
• CPC Class Codes: H04L 41/16 using machine learning or artificial intelligence
• CPC Class Codes: H04L 67/75 Indicating network or usage conditions on the user display

Abstract

A method, apparatus, and computer instructions for providing real-time user support in a data processing system. Monitoring for a user input for the selection of a particular option on a desktop in the data processing system is performed. In response to detecting the user input, a communications link is established for the real-time user support.

Claims

1. A method in a data processing system for providing real-time user support, the method comprising:

monitoring for a user input selecting a particular option on a desktop in the data processing system; and

responsive to detecting the user input, establishing a communications link for the real-time user support.

2. The method of claim 1, wherein the particular option is an icon on the desktop.

3. The method of claim 2, wherein the user input is a selection of the icon using a pointing device.

4. The method of claim 1, wherein the real-time user support is facilitated through the communications link using at least one of real-time messaging, a chat room, and a voice over Internet Protocol.

5. The method of claim 1, wherein the real-time user support is provided by at least one of a human representative and an artificial intelligence program.

6. The method of claim 1, wherein the establishing step includes:

sending a request to a support service requesting the real-time user support;

receiving a response from the support service; and

responsive to a positive response, initiating communications with the support service.

7. The method of claim 6, wherein the request includes at least one of user operations and context information.

8. A method in a data processing system for providing user support, the method comprising:

presenting an icon in a graphical user interface in the data processing system; and

responsive to a user input selecting the icon, sending a request to initiate a communications link for real-time user support.

9. A data processing system comprising:

a bus system;

a communications unit connected to the bus system;

a memory connected to the bus system, wherein the memory includes a set of instructions; and

a processing unit connected to the bus system, wherein the processing unit executes the set of instructions to monitor for a user input selecting a particular option on a desktop in the data processing system and establish a communications link for the real-time user support in response to detecting the user input.

10. A data processing system comprising:

a bus system;

a communications unit connected to the bus system;

a memory connected to the bus system, wherein the memory includes a set of instructions; and

a processing unit connected to the bus system, wherein the processing unit executes the set of instructions to present an icon in a graphical user interface in the data processing system and send a request to initiate a communications link for real-time user support in response to a user input selecting the icon.

11. A data processing system for providing real-time user support, the data processing system comprising:

monitoring means for monitoring for a user input selecting a particular option on a desktop in the data processing system; and

establishing means, responsive to detecting the user input, for establishing a communications link for the real-time user support.

12. The data processing system of claim 11, wherein the particular option is an icon on the desktop.

13. The data processing system of claim 12, wherein the user input is a selection of the icon using a pointing device.

14. The data processing system of claim 11, wherein the real-time user support is facilitated through the communications link using at least one of real-time messaging, a chat room, and a voice over Internet Protocol.

15. The data processing system of claim 11, wherein the real-time user support is provided by at least one of a human representative and an artificial intelligence program.

16. The data processing system of claim 11, wherein the establishing means includes:

sending means for sending a request to a support service requesting the real-time user support;

receiving means for receiving a response from the support service; and

initiating means, responsive to a positive response, for initiating communications with the support service.

17. The data processing system of claim 16, wherein the request includes at least one of user operations and context information.

18. A data processing system for providing user support, the data processing system comprising:

presenting means for presenting an icon in a graphical user interface in the data processing system; and

sending means, responsive to a user input selecting the icon, for sending a request to initiate a communications link for real-time user support.

19. A computer program product in a computer readable medium for providing real-time user support, the computer program product comprising:

first instructions for monitoring for a user input selecting a particular option on a desktop in the data processing system; and

second instructions, responsive to detecting the user input, for establishing a communications link for the real-time user support.

20. The computer program product of claim 19, wherein the particular option is an icon on the desktop.

21. The computer program product of claim 20, wherein the user input is a selection of the icon using a pointing device.

22. The computer program product of claim 19, wherein the real-time user support is facilitated through the communications link using at least one of real-time messaging, a chat room, and a voice over Internet Protocol.

23. The computer program product of claim 19, wherein the real-time user support is provided by at least one of a human representative and an artificial intelligence program.

24. The computer program product of claim 19, wherein the second instructions include:

first sub-instructions for sending a request to a support service requesting the real-time user support;

second sub-instructions for receiving a response from the support service; and

third sub-instructions, responsive to a positive response, for initiating communications with the support service.

25. The computer program product of claim 24, wherein the request includes at least one of user operations and context information.

26. A computer program product in a computer readable medium for providing user support, the computer program product comprising:

first instructions for presenting an icon in a graphical user interface in a data processing system; and

second instructions, responsive to a user input selecting the icon, for sending a request to initiate a communications link for real-time user support.