ON-LINE EXPERT PROVISION SYSTEM AND METHOD
First Claim
1. A system for providing real-time interaction between a human customer and a human expert in a commercial transaction setting wherein the human customer and human expert are not in each other'"'"'s physical presence, comprising:
- a customer terminal operable to transmit and receive video, audio and data communications;
an expert terminal operable to transmit and receive video, audio and data communications; and
a network for establishing a peer-to-peer connection between said customer terminal and said expert terminal so that video, audio and data information can be passed in real-time between the customer and the expert through said customer terminal and said expert terminal.
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Accused Products
Abstract
A networked system of terminals and servers includes one or more customer terminals, one or more customer service expert terminals and communications links enabling communication between selected ones of the customer and expert terminals. Each of the customer and expert terminals supports two-way transmission of audio, video and other data. A peer-to-peer link is established between the selected customer and expert terminals to facilitate communications. Selected data are sent through a system server. The system thereby enables customers and experts to interact with each other in a natural conversational manner. The system thereby enables businesses and other organizations to provide effective customer support to there customers wherever located, using a customer support staff that need not be physically located at the customer'"'"'s location.
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Citations
20 Claims
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1. A system for providing real-time interaction between a human customer and a human expert in a commercial transaction setting wherein the human customer and human expert are not in each other'"'"'s physical presence, comprising:
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a customer terminal operable to transmit and receive video, audio and data communications;
an expert terminal operable to transmit and receive video, audio and data communications; and
a network for establishing a peer-to-peer connection between said customer terminal and said expert terminal so that video, audio and data information can be passed in real-time between the customer and the expert through said customer terminal and said expert terminal. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A method of providing human interaction between a customer and a expert who are not in each other'"'"'s physical presence, comprising:
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providing a customer terminal operable to transmit and receive video, audio and data communications;
providing an expert terminal operable to transmit and receive video, audio and data communications; and
establishing a peer-to-peer connection between said customer terminal and said expert terminal so that video, audio and data information can be passed in real-time between the customer and the expert through the customer terminal and the expert terminal. - View Dependent Claims (16, 17, 18)
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19. A computer-implemented method of connecting an expert device and at least one customer device not in close proximity, the method comprising:
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obtaining at least one set of customer contact information;
obtaining expert contact information;
depicting a connection user interface component;
upon determining that a connection should begin, providing at least one of said at least one set of customer contact information and expert contact information to a session application operative to establish a connection between the expert device and at least one customer device. - View Dependent Claims (20)
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Specification