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System and method for remote assistance

  • US 20050044232A1
  • Filed: 08/22/2003
  • Published: 02/24/2005
  • Est. Priority Date: 08/22/2003
  • Status: Active Grant
First Claim
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1. A remote assistance system comprising one or more user systems, each user system being operatively connected to a network and having a user processor, one or more user tools running on1 the user processor, and a user display displaying the results of the user'"'"'s operation of the one or more user tools to the user of the user system, one or more remote support systems, each remote support system being operatively connected to the network and having a support processor, a support display, and one or more programs running on the support processor adapted to allow an operator of the support system to view substantially the same information as is being displayed on at least one user display, means for establishing a communication connection between a user of a user system and an operator of a remote support system such that the user of the user system can submit inquiries to and receive responses from the operator of the remote support system, and means for establishing a communication connection between the user system and the remote support system such that the support system can obtain user display information over the network while the operator is communicating with the user over the first communication connection.

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