CO-BROWSING BETWEEN ONE OR MORE OPERATORS AND ONE OR MORE VISITORS

• US 20140019870A1
• Filed: 07/12/2013
• Published: 01/16/2014
• Est. Priority Date: 07/13/2012
• Status: Active Grant

• Current Assignee: Glia Technologies, Inc.
• Original Assignee: SaleMove, Inc.
• Inventors: Paniagua, Carlos, Nomme, Madis, Rodas, David, Sharifi, Mehrbod, DiPietro, Justin, Michaeli, Daniel
• Granted Patent: US 9,495,081 B2
• Time in Patent Office: Days
• US Class Current: 715/738
• CPC Class Codes: G06F 16/957 Browsing optimisation, e.g. caching or content distillation
• CPC Class Codes: G06F 3/0483 Interaction with page-structured environments, e.g. book metaphor
• CPC Class Codes: G06F 3/0484 for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range
• 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

Abstract

Apparatuses, computer readable mediums, and methods of co-browsing between a visitor and an operator are disclosed. The method may include sending the first UI event to the visitor, receiving from the visitor a first webpage data update indicating a first update to the active tab based on the first UI event, and sending the first webpage data update to the operator, on a condition of receiving a first user interface (UI) event regarding an active tab from the operator. The method may include sending the second webpage data update to the operator indicating the update to the active tab, on a condition of receiving a second webpage data update from the visitor indicating a second update to the active tab. If updates are received from both the visitor and operator a precedence may be used to determine which to process. Updates may be used to determine an active tab.

Claims

1. A method of co-browsing between a visitor and an operator, the method comprising:

in response to receiving a first user interface (UI) event regarding an active tab from the operator, sending the first UI event to the visitor, receiving from the visitor a first webpage data update indicating a first update to the active tab based on the first UI event, and sending the first webpage data update to the operator; and

in response to receiving a second webpage data update from the visitor indicating a second update to the active tab, sending the second webpage data update to the operator indicating the update to the active tab.

2. The method of claim 1, further comprising:

sending the active tab to the operator.

3. The method of claim 1, further comprising:

in response to receiving a third webpage data update from the visitor indicating a third update to a new tab, sending to the operator an indication that the active tab is changed to the new tab, and sending the third webpage data update to the operator indicating the update to the new tab.

4. The method of claim 3, further comprising:

sending the new tab to the operator.

5. The method of claim 1, further comprising:

in response to receiving a second user interface (UI) event regarding a new tab from the operator, sending to the visitor an indication that the active tab is changed to the new tab, sending the second UI event to the visitor, receiving from the visitor a second webpage data update indicating a second update to the new tab based on the second UI event, and sending the second webpage data update to the operator.

7. The method of claim 1, further comprising:

monitoring updates to one or more tabs of the visitor; and

determining an active tab of the visitor based on the monitored updates, wherein the active tab is one of the one or more tabs of the visitor.

8. The method of claim 7, further comprising:

in response to receiving an indication from the operator to co-browse with the visitor, sending the operator the active tab of the visitor.

9. The method of claim 7, further comprising:

sending at least some of the monitored updates to the one or more tabs of the visitor to the operator.

10. The method of claim 1, further comprising:

storing each of the first update to the active tab and the second update to the active tab; and

in response to a request to replay an activity of the co-browsing, sending at least one of the stored updates to the operator.

11. The method of claim 1, wherein storing further comprises:

receiving the first UI event and the second webpage data update at approximately the same time;

determining based on a precedence of the visitor and the operator whether to send the UI event to the visitor or send the second webpage data update to the operator.

6. The method of 1, further comprising:

adapting the first webpage data update and the second webpage data update for the operator, wherein adapting comprises adapting the first webpage data update and the second webpage data update according to a first web browsing application of the visitor to a second web browsing application of the operator.

12. A computer system for co-browsing between a visitor and an operator, the apparatus comprising:

one or more input output devices configured to communicate over a communications network;

one or more memory systems configured to store and retrieve data; and

one or more processors, wherein the one or more processors are configured to;

on a condition of receiving a first user interface (UI) event regarding an active tab from the operator over the one or more input output devices,

send the first UI event to the visitor,

receive from the visitor a first webpage data update indicating a first update to the active tab based on the first UI event, and

send the first webpage data update to the operator;

on a condition of receiving a second webpage data update from the visitor indicating a second update to the active tab,

send the second webpage data update to the operator indicating the update to the active tab.

13. The computer system of claim 12, wherein the one or more processors are further configured to:

send the active tab to the operator.

14. The computer system of claim 12, wherein the one or more processor are further configured to:

on a condition of receiving a third webpage data update from the visitor indicating a third update to a new tab,

send to the operator an indication that the active tab is changed to the new tab, and

send the third webpage data update to the operator indicating the update to the new tab.

15. The computer system of claim 14, wherein the one or more processors are further configured to:

send the new tab to the operator.

16. The computer system of claim 12, wherein the one or more processors are further configured to:

on a condition of receiving a second user interface (UI) event regarding a new tab from the operator,

send to the visitor an indication that the active tab is changed to the new tab,

send the second UI event to the visitor,

receive from the visitor a second webpage data update indicating a second update to the new tab based on the second UI event, and

send the second webpage data update to the operator.

18. The computer system of claim 12, wherein the one or more processors are further configured to:

monitor updates to one or more tabs of the visitor; and

determine an active tab of the visitor based on the monitored updates, wherein the active tab is one of the one or more tabs of the visitor.

17. The computer system of 12, wherein the one or more processor are further configured to:

adapt the first webpage data update and the second webpage data update for the operator, wherein adapting comprises adapting the first webpage data update and the second webpage data update according to a first web browsing application of the visitor to a second web browsing application of the operator.

19. A method of co-browsing between a visitor and an operator, the method comprising:

in response to receiving a first webpage data update associated with a tab,

updating the tab based on the first webpage data update; and

in response to an event associated with the tab,

sending a user interface event indicating the event,

receiving a second webpage data update, and

updating the tab based on the second webpage data update.

20. The method of claim 19, wherein the event is generated by at least one of:

a human or a co-browsing assistant module.