Web assistant

• US 20040083267A1
• Filed: 10/23/2002
• Published: 04/29/2004
• Est. Priority Date: 10/23/2002
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Aspect Software Incorporated
• Inventors: Thompson, Paul
• Granted Patent: US 7,739,329 B2
• Time in Patent Office: Days
• US Class Current: 709/206
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/34 involving the movement of software or configuration parameters network booting or remote initial program loading [RIPL] G06F9/4416
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication

Abstract

A method and apparatus for providing agent assistance to a client visiting a website of an organization. The method includes the steps of collecting contact information about the visit to the website by the client and connecting the client with an agent of the organization when the collected contact information exceeds a predetermined criterion.

Claims

1. A method of providing agent assistance to a client visiting a website of an organization, such method comprising the steps of:

collecting contact information about the visit to the website by the client; and

connecting the client with an agent of the organization when the collected contact information meets a predetermined criterion.

2. The method of providing agent assistance as in claim 1 further comprising downloading an applet to the client offering a voice contact with the agent of the organization when the collected data exceeds the predetermined criterion.

3. The method of providing agent assistance as in claim 2 further comprising establishing a voice connection between the client and the agent of the organization when the client activates the downloaded applet.

4. The method of providing agent assistance as in claim 2 further comprising establishing a chat session between the client and the agent of the organization when the client activates the downloaded applet.

5. The method of providing agent assistance as in claim 1 further comprising presenting a softkey to the client offering agent assistance to the client.

6. The method of providing agent assistance as in claim 5 wherein the step of presenting the offer of agent assistance to the client further comprises waiting until the offer is accepted by the client before connecting the client with the agent.

7. The method of providing agent assistance as in claim 1 wherein the step of collecting contact information further comprises detecting an Internet protocol address of the client.

8. The method of providing agent assistance as in claim 7 wherein the step of detecting an Internet protocol address of the client further comprises comparing the detected Internet protocol address with a predetermined list of clients.

9. The method of providing agent assistance as in claim 1 wherein the step of collecting contact information further comprises detecting an identity of any webpages visited by the client.

10. The method of providing agent assistance as in claim 1 wherein the step of collecting contact information further comprises detecting any information entered through an interactive window on any webpages visited by the client.

11. The method of providing agent assistance as in claim 1 wherein the step of collecting contact information further comprises forming a skills list required for a conversation with the client based upon the collected data.

12. The method of providing agent assistance as in claim 11 wherein the step of forming a skills list further comprises comparing the formed skills list with a skills list of any available agents.

13. The method of providing agent assistance as in claim 12 wherein the step of comparing the formed skills list with a skills list of any available agents further comprises selecting an agent with a closest match with the formed skills list.

14. The method of providing agent assistance as in claim 13 wherein the step of selecting the agent further comprises transferring the Internet protocol address of the client to a terminal of the selected agent.

15. An apparatus for providing agent assistance to a client visiting a website of an organization, such apparatus comprising:

means for collecting contact information about the visit to the website by the client; and

means for connecting the client with an agent of the organization when the collected contact information meets a predetermined criterion.

16. The apparatus for providing agent assistance as in claim 15 further comprising means for downloading an applet to the client offering a voice contact with the agent of the organization when the collected data exceeds the predetermined criterion.

17. The apparatus for providing agent assistance as in claim 16 further comprising means for establishing a voice connection between the client and the agent of the organization when the client activates the downloaded applet.

18. The apparatus for providing agent assistance as in claim 16 further comprising means for establishing a chat session between the client and the agent of the organization when the client activates the downloaded applet.

19. The apparatus for providing agent assistance as in claim 15 further comprising means for presenting a softkey to the client offering agent assistance to the client.

20. The apparatus for providing agent assistance as in claim 19 wherein the means for presenting the offer of agent assistance to the client further comprises means for waiting until the offer is accepted by the client before connecting the client with the agent.

21. The apparatus for providing agent assistance as in claim 15 wherein the means for collecting contact information further comprises means for detecting an Internet protocol address of the client.

22. The apparatus for providing agent assistance as in claim 21 wherein the means for detecting an Internet protocol address of the client further comprises means for comparing the detected Internet protocol address with a predetermined list of clients.

23. The apparatus for providing agent assistance as in claim 15 wherein the means for collecting contact information further comprises means for detecting an identity of any webpages visited by the client.

24. The apparatus for providing agent assistance as in claim 15 wherein the means for collecting contact information further comprises means for detecting any information entered through an interactive window on any webpages visited by the client.

25. The apparatus for providing agent assistance as in claim 15 wherein the means for collecting contact information further comprises means for forming a skills list required for a conversation with the client based upon the collected data.

26. The apparatus for providing agent assistance as in claim 25 wherein the means for forming a skills list further comprises means for comparing the formed skills list with a skills list of any available agents.

27. The apparatus for providing agent assistance as in claim 26 wherein the means for comparing the formed skills list with a skills list of any available agents further comprises means for selecting an agent with a closest match with the formed skills list.

28. The apparatus for providing agent assistance as in claim 27 wherein the means for selecting the agent further comprises means for transferring the Internet protocol address of the client to a terminal of the selected agent.

29. An apparatus for providing agent assistance to a client visiting a website of an organization, such apparatus comprising:

a contact record adapted to collect contact information about the visit to the website by the client; and

an agent selection processor adapted to connect the client with an agent of the organization when the collected contact information meets a predetermined criterion.

30. The apparatus for providing agent assistance as in claim 29 further comprising a webpage processor adapted to download an applet to the client offering a voice contact with the agent of the organization when the collected data exceeds the predetermined criterion.

31. The apparatus for providing agent assistance as in claim 32 further comprising a voice over Internet protocol application adapted to establish a voice connection between the client and the agent of the organization when the client activates the downloaded applet.

32. The apparatus for providing agent assistance as in claim 30 further comprising an instant messaging application adapted to establish a chat session between the client and the agent of the organization when the client activates the downloaded applet.

33. The apparatus for providing agent assistance as in claim 30 further comprising a softkey presented to the client to allow the client to accept the offered agent assistance.

34. A apparatus for providing agent assistance to a client visiting a website of an organization, such method comprising the steps of:

collecting data about the website contact;

downloading an applet to the client offering a voice contact with the agent of the organization when the collected data meets a predetermined criteria; and

establishing a voice contact between the client and the agent of the organization when the client activates the downloaded applet.

35. The method of routing the website contact as in claim 34 wherein the step of collecting data further comprises detecting an Internet protocol address of the client.

36. The method of routing the website contact as in claim 34 wherein the step of detecting an Internet protocol address of the client further comprises comparing the detected Internet protocol address with a predetermined list of clients.

37. The method of routing the website contact as in claim 34 wherein the step of collecting data further comprises detecting an identity of any webpages visited by the client.

38. The method of routing the website contact as in claim 34 wherein the step of collecting data further comprises detecting any information entered through an interactive window on any webpages visited by the client.

39. The method of routing the website contact as in claim 34 wherein the step of collecting data further comprises forming a skills list based upon the collected data.

40. The method of routing the website contact as in claim 39 wherein the step of forming a skills list further comprises comparing the formed skills list with a skills list of any available agents.

41. The method of routing the website contact as in claim 40 wherein the step of comparing the formed skills list with a skills list of any available agents further comprises selecting an agent with a closest match with the formed skills list.

42. The method of routing the website contact as in claim 34 wherein the step of selecting the agent further comprises transferring the Internet protocol address of the client to a voice over Internet protocol application within a terminal of the selected agent.