Online Video Operator Management System

• US 20080259155A1
• Filed: 04/20/2007
• Published: 10/23/2008
• Est. Priority Date: 04/20/2007
• Status: Abandoned Application

• Current Assignee: Fatbottomline, LLC
• Original Assignee: Fatbottomline, LLC
• Inventors: McLelland, Tom, Taggart, Paul, Krishnamaneni, Krishna, Rollins, Jackson, Ehat, Peter, Brown, Lorin
• Application Number:
  US11/738,354
• Publication Number:
  US 20080259155A1
• Time in Patent Office: Days
• US Class Current: 348/14.03
• CPC Class Codes: H04N 7/147 Communication arrangements, e.g. identifying the communication as a video-communication, intermediate storage of the signals selecting H04Q

Abstract

The present invention relates to systems and methods for communicating with various people from remote locations, and more particularly to assisting customers through online commercial transactions utilizing a mix of live and pre-recorded video presentations and interactions. Various embodiments of the invention comprise: a) a customer connected to a network by a customer interface; b) an operator connected to a network by an operator interface; c) at least one display window in the customer interface, wherein said display window displays an object selected from a list consisting of: a live video feed of operator and a pre-recorded video clip of an operator; d) at least one interaction between said customer and said operator, wherein the interaction may be selected from a list consisting of: live text chat, live video conference, pre-recorded video messages, third party intervention, and changing the appearance of the customer interface; e) a recording device for recording customer behaviors and customer interactions with operator; f) data storage for retention of said customer behaviors and said customer interactions with operator; and g) recall device for playing at least one prerecorded video clip selected by an operator for said customer, wherein said clip is selected from a list consisting of: a prerecorded video clip of an answer to a frequently asked question, a greeting previously recorded by the operator, an answer previously recorded by said operator and an answer previously recorded by a third party.

Claims

1. A communication system comprising:

a) a customer connected to a network by a customer interface;

b) an operator connected to a network by an operator interface;

c) at least one display window in the customer interface, wherein said display window displays an object selected from a list consisting of;

a live video feed of operator and a pre-recorded video clip of an operator;

d) at least one interaction between said customer and said operator, wherein the interaction may be selected from a list consisting of;

live text chat, live video conference, pre-recorded video messages, third party intervention, and changing the appearance of the customer interface;

e) a recording device for recording customer behaviors and customer interactions with operator;

f) data storage for retention of said customer behaviors and said customer interactions with operator; and

g) recall device for playing at least one prerecorded video clip selected by an operator for said customer, wherein said clip is selected from a list consisting of;

a prerecorded video clip of an answer to a frequently asked question, a greeting previously recorded by the operator, an answer previously recorded by said operator and an answer previously recorded by a third party.

2. The system of claim 1, wherein the customer, operator interaction further comprises an element selected from a list consisting of:

co-browse support, automatic error checking; and

filling out fields with a user.

3. A method for increasing sales in an internet environment comprising:

a) tracking the progress of a customer through a website;

b) monitoring the activities of the customer when the checkout portion of the website has been accessed;

c) alerting a live operator that a customer has reached the check out portion of the website; and

d) opening a window on the checkout page of the website wherein the customer sees and hears the live operator.

4. A communication system comprising:

a) a website having a computer customer graphical user interface;

b) an operator connected to the website by an operator graphical user interface;

c) at least one display window in the customer interface, wherein said display window displays an object selected from a list consisting of;

a live video feed of the operator and a pre-recorded video clip of the operator;

d) at least one form of communication between said customer and said operator, wherein the communication may be selected from a list consisting of;

live text chat, live video conference, pre-recorded video messages, third party intervention, and changing the appearance of the customer interface; and

e) mapping software for tracking prior visits to locations on the website, current location on the website and past interactions with the operator.

5. A system for simulating a live store experience on an internet website comprising:

a) providing a window on the pages of the website that shows video of a live operator;

b) providing a chat interface allowing the customer to type inquiries of the operator;

c) providing a customer interface to the operator allowing the operator to choose to respond to the inquiry from the customer by either playing a prerecorded response or answering with a live audio and video streaming response; and

d) tracking prior responses and inquiries so that the operator can communicate with customer so they perceive that they are all having a live conversation simultaneously.