ONLINE HELP SYSTEM USING SESSION DETAILS

• US 20120079087A1
• Filed: 09/27/2010
• Published: 03/29/2012
• Est. Priority Date: 09/27/2010
• Status: Abandoned Application

• Current Assignee: PayPal, Inc. (PayPal Holdings, Inc.)
• Original Assignee: eBay Inc.
• Inventors: Mukherjee, Partha Sarathi, Wen, Cheng-Mu, Hu, Ping, Hu, Qi, Ke, Xiangdong, Ganjigunta, Suresh
• Application Number:
  US12/891,537
• Publication Number:
  US 20120079087A1
• Time in Patent Office: Days
• US Class Current: 709/223
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/0241 Advertisements
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]

Abstract

An on-line help method is provided for a user involved in an on-line session. A plurality of session details related to the on-line session, a help request from the user, and session identification information are received during the on-line session. The plurality of session details are retrieved using the session identification information, and agent help information that includes the plurality of session details is created. The agent help information is associated with the help request and sent to a help agent device. In an embodiment, the agent help information includes a plurality of web pages navigated by the user during the on-line session, and the plurality of web pages are organized according to an order in which the user navigated them. A help agent using the help agent device may use the agent help information to quickly and accurate diagnose any issues with the on-line session.

Claims

1. A method for providing on-line help, comprising:

receiving, by a session server through a network, a plurality of session details related to a session involving a user;

receiving, by a backend server through the network, a help request from a user and session identification information;

retrieving, by a processor, the plurality of session details using the session identification information;

creating, by the processor, agent help information that includes the plurality of session details;

associating, by the processor, the agent help information with the help request; and

sending the agent help information and the help request to a help agent device.

2. The method of claim 1, wherein the session identification information comprises a session identification and a user identification.

3. The method of claim 1, wherein the plurality of session details comprise a plurality of web pages navigated by the user during the session.

4. The method of claim 3, wherein the agent help information includes the plurality of web pages navigated by the user during the session, and wherein the plurality of web pages are organized in the agent help information according to an order in which the user navigated the plurality of web pages.

5. The method of claim 1, wherein the agent help information includes the plurality of session details organized according to an order in which the user generated the plurality of session details.

6. The method of claim 1, wherein the receiving the plurality of session details related to the session involving the user further comprises:

determining that the user has logged into the session; and

recording, by the session server, the plurality of session details until it is determined that the user has logged out of the session, wherein the plurality of session details include each of a plurality of web pages navigated by the user during the session.

7. The method of claim 1, wherein the receiving, by the backend server through the network, the help request from the user and session identification information further comprises:

receiving, by a help engine through the network, the help request from the user;

capturing, by the help engine, the session identification information from a web page in response to receiving the help request; and

sending, by the help engine to the backend server, the help request from the user and the session identification information.

8. The method of claim 1, wherein the session server and the backend server are combined on a single server.

9. A machine-readable medium comprising a plurality of machine-readable instructions which when executed by one or more processors of one or more servers are adapted to cause the one or more servers to perform a method comprising:

receiving a plurality of session details related to a session involving a user;

receiving a help request from a user and session identification information;

retrieving the plurality of session details using the session identification information;

creating agent help information that includes the plurality of session details;

associating the agent help information with the help request; and

sending the agent help information and the help request to a help agent device.

10. The machine-readable medium of claim 9, wherein the session identification information comprises a session identification and a user identification.

11. The machine-readable medium of claim 9, wherein the plurality of session details comprise a plurality of web pages navigated by the user during the session.

12. The machine-readable medium of claim 11, wherein the agent help information includes the plurality of web pages navigated by the user during the session, and wherein the plurality of web pages are organized in the agent help information according to an order in which the user navigated the plurality of web pages.

13. The machine-readable medium of claim 9, wherein the agent help information includes the plurality of session details organized according to an order in which the user generated the plurality of session details.

14. The machine-readable medium of claim 9, wherein the receiving the plurality of session details related to the session involving the user further comprises:

determining that the user has logged into the session; and

recording the plurality of session details until it is determined that the user has logged out of the session, wherein the plurality of session details include each of a plurality of web pages navigated by the user during the session.

15. The machine-readable medium of claim 9, wherein the receiving the help request from the user and session identification information further comprises:

receiving the help request from the user; and

capturing the session identification information from a web page in response to receiving the help request.

16. An on-line help system comprising:

means for receiving a plurality of session details related to a session involving a user;

means for receiving a help request from a user and session identification information;

means for retrieving the plurality of session details using the session identification information;

means for creating agent help information that includes the plurality of session details;

means for associating the agent help information with the help request; and

means for sending the agent help information and the help request to a help agent device.

17. The system of claim 16, further comprising:

means for determining that the user has logged into the session; and

means for recording the plurality of session details until it is determined that the user has logged out of the session, wherein the plurality of session details include each of a plurality of web pages navigated by the user during the session.

18. The system of claim 16, further comprising:

means for receiving the help request from the user; and

means for capturing the session identification information from a web page in response to receiving the help request.

19. The system of claim 16, wherein the plurality of session details comprise a plurality of web pages navigated by the user during the session.

20. The system of claim 19, wherein the agent help information includes the plurality of web pages navigated by the user during the session, and wherein the plurality of web pages are organized in the agent help information according to an order in which the user navigated the plurality of web pages.