Information service
First Claim
1. A method of providing information to a user over a telecommunications link in response to a user request, comprising:
- providing a plurality of user selectable options for display to the user, each of said options relating to a different respective method of requesting information, said plurality of options including an option to request information by e-mail, an option to request information over a voice data link and an option to request information over a telephone link, the method further comprising;
receiving the user request at a common routing node irrespective of the option selected by the user; and
providing a response to the user request in accordance with the option selected by the user.
1 Assignment
0 Petitions
Accused Products
Abstract
A web page provides users with a number of options for accessing help information over the internet relating to the use of desktop software. The options include help by e-mail, via an internet chat session, via voice-over-IP, via a conventional telephone line and through searching a knowledge database. Users can choose the type of help they feel will be most appropriate to their particular problem by clicking on the icon which represents their preferred option. The user request is passed to an intelligent router which treats all internet requests in the same way and routes the request to the most appropriate person to deal with the particular request, based on a predetermined set of rules.
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Citations
16 Claims
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1. A method of providing information to a user over a telecommunications link in response to a user request, comprising:
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providing a plurality of user selectable options for display to the user, each of said options relating to a different respective method of requesting information, said plurality of options including an option to request information by e-mail, an option to request information over a voice data link and an option to request information over a telephone link, the method further comprising;
receiving the user request at a common routing node irrespective of the option selected by the user; and
providing a response to the user request in accordance with the option selected by the user. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A server for providing an information service to a client in a client-server configuration, comprising:
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means for providing a plurality of user selectable options for display to the user, each of said options relating to a different respective method of requesting information, said plurality of options including an option to request information by e-mail, an option to request information over a voice data link and an option to request information over a telephone link;
common routing means for receiving the user request irrespective of the option selected by the user; and
means for providing a response to the user request in accordance with the option selected by the user. - View Dependent Claims (14, 15, 16)
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Specification