Systems and methods for providing online collaborative support
First Claim
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1. A method of providing online collaborative support to a customer node over a computer network, the method comprising:
- establishing an online support session facilitating, at least in part, bi-directional communication between a customer node and a first support node;
connecting a third node to the online support session;
receiving, at the third node, support session information from the customer node; and
communicating information bi-directionally between the first support node and the third node.
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Abstract
A first support node and a third node provide online collaborative support to a customer node over a computer network. An online support session facilitating, at least in part, bi-directional communication between the customer node and the first support node is established. The third node is also connected to the online support session and receives support session information from the customer node. In addition, information is communicated bi-directionally between the first support node and the third node.
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Citations
46 Claims
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1. A method of providing online collaborative support to a customer node over a computer network, the method comprising:
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establishing an online support session facilitating, at least in part, bi-directional communication between a customer node and a first support node; connecting a third node to the online support session; receiving, at the third node, support session information from the customer node; and communicating information bi-directionally between the first support node and the third node. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23)
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24. A system for providing online collaborative support to a customer node over a computer network, the system comprising:
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a first support node configured to connect to an online support session with a customer node and to bi-directionally communicate with the customer node; and a third node configured to connect to the online support session, to receive support session information from the customer node, and to bi-directionally communicate with the first support node. - View Dependent Claims (25, 26, 27, 28, 29, 30, 31, 32, 33, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46)
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- 34. The system of 24 further comprising an intermediate node configured to receive the support session information from the customer node and to transmit the support session information received from the customer node to the third node.
Specification