Internet-based system designer with live agent assist

• US 20060106913A1
• Filed: 12/28/2005
• Published: 05/18/2006
• Est. Priority Date: 08/27/2001
• Status: Abandoned Application

• Current Assignee: Emerson Electric Company
• Original Assignee: Emerson Electric Company
• Inventors: Peters, Charles A.
• Application Number:
  US11/320,439
• Publication Number:
  US 20060106913A1
• Time in Patent Office: Days
• US Class Current: 709/204
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions

Abstract

An Internet based system designer with live agent assist is disclosed. In one aspect the system design comprises a configurator tool providing a range of relationships for correlating selections within a scope of a configuration and a common reference frame in communication with a configurator tool whereby a user of a configurator tool and a live agent simultaneously view at least one common page. In one respect, the configurator tool comprises an expert system and a live agent assists the user by helping the user to perform navigation of the expert system and/or use of the expert system. Live agent assistance is facilitated where the user and the live agent establish mutual communication. In one embodiment, the mutual communication occurs by means of digital data link. In another respect, the live agent assists the user in modification of at least one of a selection, a relationship, a configuration, a configurator tool, the mutual communication, a common reference frame, and a common page. In a further aspect, the modification of the configuration may include expansion, limitation, and/or redefinition of a scope of the configuration. With regard to this further aspect, multiple configurator tools may be employed.

Claims

1. An internet based system designer, the system designer comprising:

a configurator tool providing a range of relationships for correlating selections within a scope of a configuration; and

a common reference frame in communication with said configurator tool, whereby a user of the configurator tool and a remotely located live human agent simultaneously view at least one common page,

wherein the live agent assists the user and the user and the live agent simultaneously view the common page while maintaining mutual communication by digital data link, including at least one of digital video link or digital audio link.

2. The system designer of claim 1, wherein the configurator tool comprises an expert system and the live agent assists the user by helping the user to perform at least one of navigation of the expert system and use of the expert system.

3. The system designer of claim 1, wherein the user and the live agent establish mutual communication.

6. The system designer of claim 1, wherein the selections are preselected for configuration.

7. The system designer of claim 1, wherein a relationship within the domain of relationships involves at least in part at least one algorithmic function.

8. The system designer of claim 1, wherein the live agent assists the user in modification of at least one of a selection, a relationship, the configuration, the configurator tool, the mutual communication, the common reference frame, and the common page.

9. The system designer of claim 8, wherein the modification of the configuration includes at least one of expansion, limitation, and redefinition of a scope of the configuration.

10. The system designer of claim 9, wherein the expansion of a scope of the configuration includes live agent assistance with multiple configurator tools.

11. The system designer of claim 1, wherein the common reference frame permits the live agent to view a user interface that looks the same as the user interface of the user.

12. The system designer of claim 1, wherein the live agent is chosen by an agent selection method comprising:

determining at least one desirable skill required of a live agent;

determining an appropriate level of skill required of a live agent;

evaluating the cost of labor for at least one live agent; and

selecting a live agent based at least in part on the cost of labor for a live agent with the appropriate level of skill regarding the desirable skill.

4. (canceled)

5. (canceled)

13. A method of providing live agent assistance for an internet based system designer, the method comprising:

providing a configurator tool to a user permitting the user to assemble a configuration of selections, wherein the configuration includes at least two selections and a relationship correlating the selections; and

establishing a common reference frame between the user and a remotely located live human agent, wherein the user and the live agent simultaneously view at least one common page,

wherein the live agent assists the user, the method further comprising establishing mutual communication between the user and the live agent, wherein the user and the live agent simultaneously view the common page while maintaining mutual communication by digital data link, including at least one of digital video link or digital audio link.

14. The method of claim 13, wherein the configurator tool comprises an expert system and the live agent assists the user by helping the user to perform at least one of navigation of the expert system and use of the expert system.

18. The method of claim 13, wherein the selections are preselected for configuration.

19. The method of claim 13, wherein the relationship involves at least in part at least one algorithmic function.

20. The method of claim 13, wherein the live agent assists the user in modification of at least one of a selection, a relationship, the configuration, the configurator tool, the mutual communication, the common reference frame, and the common page.

21. The method of claim 20, wherein the modification of the configuration includes at least one of expansion, limitation, and redefinition of a scope of the configuration.

22. The system designer of claim 21, wherein the expansion of a scope of the configuration includes live agent assistance with multiple configurator tools.

23. The method of claim 13, wherein the common reference frame permits the live agent to view a user interface that looks the same as the user interface of the user.

24. The method of claim 13, wherein the live agent is chosen by an agent selection method comprising:

determining at least one desirable skill required of a live agent;

determining an appropriate level of skill required of a live agent;

evaluating the cost of labor for at least one live agent; and

selecting a live agent based at least in part on the cost of labor for a live agent with the appropriate level of skill regarding the desirable skill.

15. (canceled)

16. (canceled)

17. (canceled)