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Interactive customer support for computer programs using network connection of user machine

  • US 6,434,532 B2
  • Filed: 03/12/1998
  • Issued: 08/13/2002
  • Est. Priority Date: 03/12/1998
  • Status: Expired due to Term
First Claim
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1. A method of providing individualized, interactive customer support wherein a user machine is at least intermittently connected to a wide area computer network and receives content over the wide area computer network, the method comprising the steps of:

  • assigning a software agent to monitor a selected computer program, wherein the software agent is separate and independent from the selected computer program;

    the agent identifying a computer program running on the user machine as the selected computer program;

    the agent monitoring operation of the computer program, including user inputs to the computer program;

    transparent to the user, the agent communicating monitored information through the wide area computer network to a remote server; and

    at runtime, the agent receiving from the server content affecting operation of the computer program.

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