Method and system for providing telephone communications between a website visitor and a live agent
First Claim
Patent Images
1. A system 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;
determining if a live agent is currently available;
establishing communication between said live agent and the visitor; and
performing a telephone conversation with the visitor.
1 Assignment
0 Petitions
Accused Products
Abstract
A website run by a server can be accessed by many visitors. Services and support for the website are provided by a live agent that can engage 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 to the request, the live agent obtains the record corresponding to the visitor and makes a telephone call (preferably using a VOIP telephone) to the visitor to provide the information requested.
101 Citations
20 Claims
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1. A system for providing information to a visitor of a website comprising:
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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;
determining if a live agent is currently available;
establishing communication between said live agent and the visitor; and
performing a telephone conversation with the visitor. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
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16. A system for providing information to a website visitor comprising:
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a server connected to the Internet and providing a website accessible from the Internet; and
a workstation accessing said server and being operated by a live agent;
said server providing access to said website to a visitor, generating a record for the visitor including visitor specific information of one of the visitor'"'"'s current and past activities on the website;
said server presenting to said visitor a selector which when selected indicates to the system that the visitor desires a telephone communication channel to said live agent and that a live agent is presently available. - View Dependent Claims (17, 18, 19, 20)
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Specification