SYSTEM AND METHOD FOR REMOTE ASSISTANCE

• US 20080270266A1
• Filed: 07/07/2008
• Published: 10/30/2008
• Est. Priority Date: 08/22/2003
• Status: Abandoned Application

• Current Assignee: Vistaprint Schweiz GmbH (Cimpress Plc)
• Original Assignee: Vistaprint Technologies Limited (Cimpress Plc)
• Inventors: Keane, Robert
• Application Number:
  US12/168,623
• Publication Number:
  US 20080270266A1
• Time in Patent Office: Days
• US Class Current: 705/27
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: G06Q 30/0605 Supply or demand aggregation
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04L 9/40 Network security protocols

Abstract

A number of geographically dispersed automated product design systems and support systems are connected to a network. A user of a design system requesting assistance in using the design system is connected to an operator of one of the support systems. A display and control connection is established between the user system and the support system such that the operator of the support system can monitor and control the user system. A discussion connection is established between the user of the user system and the operator of the support system such that the user can submit inquiries to and receive responses from the operator while the operator is viewing the information being displayed to the user at the user system.

Claims

1. A remote assistance system comprising

one or more user systems for allowing a customer of a remote custom product design services site to customize graphical content of a design of a product, each user system being operatively connected to a network and having a user processor running one or more user tools on the user processor and configured to allow a customer user of the user system to customize the design of a product at the user system and to communicate over the network with the remote custom product design services site, and a user display displaying the product design to the customer user of the user system,

one or more remote support systems, each remote support system being operatively connected to the network and having a support processor, a support display, and one or more programs running on the support processor configured to allow an operator of the support system to view a user'"'"'s product design substantially as the product design is being displayed to the user on the user display,

means for establishing a communication connection between a user of a user system and an operator of a remote support system such that the user of the user system can submit product design inquiries to and receive responses from the operator of the remote support system while the product design is displayed to the user, and

means for establishing a communication connection between the user system and the remote support system such that the support system can obtain the user'"'"'s product design information from the user system over the network and display the product design to the operator while the operator is communicating with the user over the first communication connection.

2. The system of claim 1 wherein the one or more programs running on the support processor allow the operator of the support system to control the user system such that the operator can edit the product design at the user system while the product design is being displayed to the user.

3. The system of claim 1 further comprising

means for requesting remote support for a user of a user system, and

a server system operatively connected to the network, the server system having means, responsive to the request for remote support, for selecting an available one of the one or more remote support systems to provide remote support to the user and for supplying the request for support to the selected one of the one or more remote support systems.

4. The system of claim 3 wherein the server system further comprises a queue for holding requests for remote support if a support system is not available.

5. The system of claim 1 wherein the communication connection between the user of a user system and the operator of a remote support system is an audio connection.

6. The system of claim 1 wherein the communication connection between the user of a user system and the operator of a remote support system is a video connection.

7. The system of claim 1 wherein the communication connection between the user of a user system and the operator of a remote support system is a text messaging connection.

8. The system of claim 1, wherein at least one of the one or more user systems comprises a retail system.

9. The system of claim 8, wherein the retail system comprises a kiosk.

10. The system of claim 8, wherein the retail system comprises an embedded wall installation.

11. The system of claim 8, wherein the retail system is installed in a booth.

12. The system of claim 8, wherein the retail system comprises a credit card reader allowing the customer user to submit a payment.

13. The system of claim 1 wherein the one or more user tools include at least one design tool for allowing a user of the user system to edit an electronic document.

14. A networked user system for designing a product, the system comprising

a processor,

one or more user tools executing on the processor and configured to allow a customer user of a remote custom product design services site to customize graphical content of a design of a product at the user system and to communicate with a remote custom product design services site,

a user display displaying the product design to the user,

means for providing product design information to a remote support system to allow the remote support system to display the product design substantially as the product design is being displayed to the user on the user display, and

means for allowing the user of the user system to submit product design inquiries to and receive responses from the operator of the remote support system while the operator is viewing the display information.

15. The system of claim 14 further comprising

means for allowing the operator of the remote support system to edit the product design while the product design is being displayed to the user.

17. The system of claim 14 wherein inquiries are submitted and responses are received by audio.

18. The system of claim 14 wherein inquiries are submitted and responses are received by text.

19. The system of claim 14 wherein inquiries are submitted and responses are received by video.

20. The system of claim 14, the networked user system implemented as a retail system.

21. The system of claim 20, wherein the retail system comprises a kiosk.

22. The system of claim 20, wherein the retail system comprises an embedded wall installation.

23. The system of claim 20, wherein the retail system is installed in a booth.

16. The system of 14 wherein the one or more user tools include at least one design tool for allowing a user of the user system to edit an electronic document.

24. A networked support system comprising

at least one processor,

at least one support display operatively connected to the at least one processor,

means for enabling an operator of the support system to receive product design inquiries from and submit responses to a customer user of a remote user system designing a customized product, the remote system having a user display displaying the design of the product being customized,

means for obtaining the user'"'"'s product design information from the remote user system, and

means for displaying substantially the same product design on the support display while the product design is being displayed to the customer user on the user display and while the operator of the support system is receiving inquiries from and submitting responses to the customer user.

25. The system of claim 24 further comprising means running on the processor for allowing the operator to edit the product design while the product design is being displayed on the user display.

26. The system of claim 24 wherein inquiries are submitted and responses are received by audio.

27. The system of claim 24 wherein inquiries are submitted and responses are received by text.

28. The system of claim 24 wherein inquiries are submitted and responses are received by video.

29. A method of providing assistance from an operator of a support system having a support display to a customer user of a remote custom product design services site to customize graphical content of a design of a customized product, the user system having a processor running one or more tools and configured to allow the customer user of the user system to customize the design of the product at the user system and to communicate with a remote custom product design services site, and a user display, the method comprising

receiving a request for remote assistance from the user system, and

in response to the request,

establishing a communication connection between the user of the user system and the operator of the support system such that the user can submit product design inquiries to and receive responses from the operator,

establishing a communication connection between the user system and the support system such that the support system can obtain the user'"'"'s product design information from the user system, and

displaying substantially the same product design on the support display as is being displayed on the user display while the user and the operator communicate over the communication connection between the user and the operator.

30. The method of claim 29 further comprising

the operator editing the product design at the user system while the product design is being displayed to the user.

31. The method of claim 29 wherein the communication connection between the user of a user system and the operator of a remote support system is an audio connection.

32. The method of claim 29 wherein the communication connection between the user of a user system and the operator of a remote support system is a video connection.

33. The method of claim 29 wherein the communication connection between the user of a user system and the operator of a remote support system is a text messaging connection.

34. A method of providing assistance from an operator of a support system having a support display to a customer user of a remote custom product design services site to customize graphical content of a design of a customized product, the user system having a processor running one or more tools and configured to allow a user of the user system to customize the design of the product at the user system and to communicate with a remote custom product design services site, and a user display, the method comprising

establishing one or more alert conditions corresponding to one or more predetermined product design actions by the user at the user system,

using one or more of the tools to monitor the remote user system for the occurrence of one or more of the alert conditions,

in response to detection of one or more of the alert conditions,

establishing a communication connection between the user of the user system and the operator of the support system such that the operator can communicate with the user to offer assistance,

establishing a communication connection between the user system and the support system such that the support system can obtain the user'"'"'s product design information from the user system, and

displaying substantially the same product design on the support display as is being displayed on the user display while the user and the operator communicate over the communication connection between the user and the operator.

35. The method of claim 34 further comprising

the operator editing the product design at the user system while the product design is being displayed to the user.

36. The method of claim 34 wherein the communication connection between the user of a user system and the operator of a remote support system is an audio connection.

37. The method of claim 34 wherein the communication connection between the user of a user system and the operator of a remote support system is a video connection.

38. The method of claim 34 wherein the communication connection between the user of a user system and the operator of a remote support system is a text messaging connection.

39. A method of providing assistance from an operator of a support system having a support display to a customer user of a remote custom product design services site to customize graphical content of a design of a customized product, the user system having a processor running one or more tools and configured to allow a user of the user system to customize the design of the product at the user system and to communicate with a remote custom product design services site, and a user display, the method comprising

establishing one or more alert conditions corresponding to one or more predetermined product design actions by the user at the user system,

using one or more of the tools to monitor the remote user system for the occurrence of one or more of the alert conditions,

in response to detection of one or more of the alert conditions, using one or more tools to generate a message at the user system to the user of the user system inquiring if the user would like assistance from the support system,

if the user indicates that the user would like assistance,

establishing a communication connection between the user of the user system and the operator of the support system such that the operator can communicate with the user to offer assistance,

establishing a communication connection between the user system and the support system such that the support system can obtain the user'"'"'s product design information from the user system, and

displaying substantially the same the information product design on the support display as is being displayed on the user display while the user and the operator communicate over the communication connection between the user and the operator.

40. The method of claim 39 further comprising

the operator editing the product design at the user system while the product design is being displayed to the user.

41. The method of claim 39 wherein the communication connection between the user of a user system and the operator of a remote support system is an audio connection.

42. The method of claim 39 wherein the communication connection between the user of a user system and the operator of a remote support system is a video connection.

43. The method of claim 39 wherein the communication connection between the user of a user system and the operator of a remote support system is a text messaging connection.