METHOD AND SYSTEM FOR ON-LINE TRADING

• US 20070116238A1
• Filed: 08/17/2006
• Published: 05/24/2007
• Est. Priority Date: 10/11/2005
• Status: Abandoned Application

• Current Assignee: LivePerson Incorporated
• Original Assignee: LivePerson Incorporated
• Inventors: Berger, Gabriella, Jacobi, Yaniv, Lang, Philippe
• Application Number:
  US11/465,243
• Publication Number:
  US 20070116238A1
• Time in Patent Office: Days
• US Class Current: 379/265.10
• 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
• CPC Class Codes: H04M 7/003 Click to dial services

Abstract

A website run by a server can be accessed by many visitors. Service and support for the website are provided by a live agent at a call center by engaging the visitors in verbal conversations. A conversation is initiated when a visitor requests telephone assistance on the website. Information about the visitor, including pages he has visited in a current or previous visit is placed in a data file or record. In response, the live agent obtains the record corresponding to the visitor and a telephone link is automatically established between the agent and the visitor.

Claims

1. A method for providing information to a visitor of a website comprising:

generating a record including information about the visitor;

providing a selector on said website that when selected indicates that the visitor wants to establish telephone communication with a live agent;

establishing communication between said live agent and the visitor; and

performing a telephone conversation with the visitor.

2. The method of claim 1 further comprising providing a call center including a telephone interface and at least one workstation associated with a live agent, wherein said communication is established by said workstation.

3. The method of claim 1 further comprising performing co-browsing by said visitor and said agent.

4. The method of claim 1 further comprising filling a form jointly by said agent and said visitor, said form residing on said website.

5. The method of claim 1 wherein at least one of said agent and said client use a VOIP telephone for establishing said telephone communication channel.

6. The method of claim 1 further comprising generating a queue for a plurality of visitors requesting telephone communications, said queue determining the order in which said visitors are connected to said live agent.

7. The method of claim 1 further comprising generating a queue for a plurality of visitors requesting telephone communications, and automatically assigning one of several agents to each visitor.

8. The method of claim 7 wherein said agent is assigned by said telephone interface.

9. The method of claim 8 wherein agents are assigned to visitors based on predetermined criteria.

10. The method of claim 7 further comprising generating an expected response time for each visitor on the queue and presenting said times to said visitors.

11. The method of claim 10 wherein said expected to response time is provided to all visitors, independently of whether they have requested said telephone communication.

12. The method of claim 1 further comprising generating a record for each conversation.

13. The method of claim 12 wherein said record includes information identifying the referrer of the visitor.

14. The method of claim 13 wherein said information includes at least one of the referrer'"'"'s site, the referrer'"'"'s page, keywords used at the referrer'"'"'s site to get to the present page, or the referrer'"'"'s domain.

15. The method of claim 1 wherein a plurality of visitors are placed in a queue and wherein said agent selects the next visitor from said queue based on a predetermined criteria.

16. A system for providing information to a website visitor comprising:

a server connected to the Internet and providing a website accessible from the Internet to allow website visitors to review information and to request telephone communication with a live agent; and

a call center having an agent station operated by a live agent, said call center providing voice communication over a standard telephone system between a visitor and said agent in response to a request.

17. The system of claim 16 wherein the website is visited by a plurality of visitors requesting telephone communications and wherein said call center establishes a queue for said requests.

18. The system of claim 16 wherein said workstation includes a telephone.

19. The system of claim 18 wherein said telephone uses a VOIP protocol.

20. The system of claim 18 wherein said telephone is a standard telephone providing voice communications over telephone lines.