METHOD AND SYSTEM TO HAND OVER AN ONLINE TRANSACTION TO A HELP DESK ASSISTANT
First Claim
1. A method of providing assistance to an end-user (110) of an online software application running from a web server (120), the end-user and the web server communicating through at least one data network (130) the method comprising:
- during a web session initiated by the end-user from a client software application with the online software application,providing on at least one of the web page (210) returned to the client application of the end-user by the online software application a means for requesting assistance (220) from a help desk (150);
when the end-user is activating the means for requesting assistance,obtaining from the server of the online software application a keyword associated to the web session initiated by the end-user (236);
when the end-user is calling the help desk through a telephone network (140),communicating to an assistant (326) of the help desk the keyword;
after the assistant has successfully logged in to the web server (324),sharing the web session initiated by the end-user with the assistant (310);
handing over to the assistant the completion of a transaction in progress with the online software application on behalf of the end-user (330).
1 Assignment
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Accused Products
Abstract
A method of providing assistance to an end-user of an online software application running from a web server. While the end-user and the web server communicate through at least one data network, during a web session initiated by the end-user from a client software application, the online software application provides a manner of requesting assistance from a help desk on at least one of the web page returned to the client application. When the end-user activates the manner of requesting assistance he/she obtains from the server of the online software application a keyword associated to the web session. End-user further obtains at least one telephone number of the help desk to call. When the end-user is calling the help desk through a telephone network the keyword is communicated to an assistant. After the assistant has successfully logged in to the web server the web session initiated by the end-user is shared with the assistant. Then, a transaction in progress with the online software application can be handed over to the assistant who will complete it on behalf of the end-user.
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Citations
14 Claims
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1. A method of providing assistance to an end-user (110) of an online software application running from a web server (120), the end-user and the web server communicating through at least one data network (130) the method comprising:
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during a web session initiated by the end-user from a client software application with the online software application, providing on at least one of the web page (210) returned to the client application of the end-user by the online software application a means for requesting assistance (220) from a help desk (150); when the end-user is activating the means for requesting assistance, obtaining from the server of the online software application a keyword associated to the web session initiated by the end-user (236); when the end-user is calling the help desk through a telephone network (140), communicating to an assistant (326) of the help desk the keyword; after the assistant has successfully logged in to the web server (324), sharing the web session initiated by the end-user with the assistant (310); handing over to the assistant the completion of a transaction in progress with the online software application on behalf of the end-user (330). - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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Specification