Method and System for Agent-Assisted Browsing

• US 20100114822A1
• Filed: 11/04/2008
• Published: 05/06/2010
• Est. Priority Date: 11/04/2008
• Status: Abandoned Application

• Current Assignee: West Interactive Services Corporation (West Corporation)
• Original Assignee: West Interactive Services Corporation (West Corporation)
• Inventors: Khosla, Ashok Mitter, Pollock, Steven Samuel
• Application Number:
  US12/264,841
• Publication Number:
  US 20100114822A1
• Time in Patent Office: Days
• US Class Current: 707/623
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34
• CPC Class Codes: H04L 67/75 Indicating network or usage conditions on the user display

Abstract

In one embodiment, the invention provides a method for accessing data remotely by using a telecommunications network through an internet capable client device. The method comprises providing to a live agent, a desktop control with relevant tools to facilitate an interaction with a caller and maintaining a voice call via a telecommunications network between said live agent and said caller. The method further comprises identifying an endpoint device of the caller and displaying synchronized information relevant to what the caller said during the voice call simultaneously on the desktop control and the endpoint device, the information being configured for display on the endpoint device.

Claims

1. A method, comprising:

providing to a live agent, a desktop control with relevant tools to facilitate an interaction with a caller;

maintaining a voice call via a telecommunications network between said live agent and said caller;

identifying an endpoint device of the caller; and

displaying synchronized information relevant to what the caller said during the voice call simultaneously on the desktop control and the endpoint device, the information being configured for display on the endpoint device.

2. The method of claim 1, wherein said endpoint device is a browser enabled wireless phone.

3. The method of claim 1, wherein said telecommunications network is a wireless network.

4. The method of claim 1, wherein said relevant tools in said desktop control are selected from a group composed of a customer component, an address book component, a shopping cart component, a scripting component, a topic/tag component, an offer composer component, a mix and match component, and a credit card/payment method component.

5. The method of claim 1, wherein the voice call is initiated by the caller, the method further comprising sending a link to the endpoint device of the caller, selection of the link causing display of the information.

6. The method of claim 5, wherein said link is sent via an SMS (Short Message Service) message.

7. The method of claim 5, wherein said link is a browser executable web link.

8. The method of claim 1, further comprising providing a “

click-to-call”

link on a webpage, said “

click-to-call”

link, when selected, initiating display of the information.

9. The method of claim 8, wherein the voice call is initiated by the live agent in response to selection by the caller of the “

click-to-call”

link.

10. The method of claim 1, wherein the information relevant to what the caller said during the voice call is selected from a relevant group of servers and databases composed of an IVR (Interactive Voice Response) server, a CRM database, an inventory database, a product database, a payment gateway server, and a PayPal™

server.

11. The method of claim 1, further comprising retrieving data including credit card information which is not accessible by said live agent.

16. The computer-readable medium of claim 11, wherein said link is sent to said endpoint device via a message and said link is a browser executable web link relevant to said caller.

17. The computer-readable medium of claim 11, wherein the method further comprises providing a “

click-to-call”

link on a webpage, said “

click-to-call”

link, when selected, initiating display of the information.

18. The computer-readable medium of claim 17, wherein the voice call is initiated by the live agent in response to selection of the “

click-to-call”

link.

12. A computer-readable medium having stored thereon a sequence of instructions, which when executed by a computer, cause said computer to perform a method, the method comprising:

retrieving by the computer relevant information to a live agent in a display while maintaining a voice call between a live agent and a caller;

identifying an endpoint device of the caller;

displaying synchronized information relevant to what the caller said during the voice call simultaneously on the desktop control and the endpoint device, the information being configured for display on the endpoint device.

13. The computer-readable medium of claim 12, wherein said computer is a web-enabled desktop control that comprises a customer component, an address book component, a shopping cart component, a scripting component, a topic/tag component, an offer composer component, a mix and match component, and a credit card/payment method component.

14. The computer-readable medium of claim 12, wherein said endpoint device is a browser enabled wireless phone.

15. The computer-readable medium of claim 12, wherein the voice call is initiated by the caller, the method further comprising sending a link to the endpoint device of the caller, selection of the link causing display of the information.

19. A system for agent-assisted browsing, the system comprising:

a desktop control with relevant tools to facilitate an interaction by an agent with a caller; and

a voice communication device for maintaining a voice call via a telecommunications network between said live agent and said caller;

the desktop control being operable to cause display of synchronized information relevant to what the caller said during the voice call simultaneously on the desktop control and the endpoint device, the information being configured for display on the endpoint device.

20. The system of claim 19, wherein the tools in said desktop control are selected from a group comprising a customer component, an address book component, a shopping cart component, a scripting component, a topic/tag component, an offer composer component, a mix and match component, and a credit card/payment method component.