Real time internet communications system

• US 7,346,671 B2
• Filed: 03/03/2004
• Issued: 03/18/2008
• Est. Priority Date: 06/05/1998
• Status: Expired due to Term

• Current Assignee: Oracle OTC Subsidiary LLC (Oracle Corporation)
• Original Assignee: InstantServicecom Incorporated (Instantservice.com)
• Inventors: Ton-That, Hoa, Hankejh, Damion L.
• Primary Examiner(s): VU, VIET DUY
• Application Number:
  US10/793,181
• Publication Number:
  US 20050015508A1
• Time in Patent Office: 1,476 Days
• Field of Search: 709/203, 709/204, 709/205, 709/217, 709/219, 709/227, 709/206
• US Class Current: 709/219
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A novel real time internet communication system is disclosed. It is a novel way for users to collaborate on the fly, and without having to own or download any programs that then stay resident on the user'"'"'s computer. It is marketed under a novel business system that makes highly productive software available to businesses and end users, but which is not purchased by customers or end users, has no conventional distribution system, and never requires update, installation or rollout by the customer or end user.

Claims

1. An internet communications system comprising a first user and a second user, a first user web chat module and a first user browser, and a second user web chat module, the second web chat module further comprising a browser driving module;

wherein the first user web chat module is integrated with the first user browser to form an integrated combination, and the combination is connectable over the internet with the second user web chat module and its browser driving module for selectable control of the first user browser by the second user chat module'"'"'s browser driving module such that the first user browser can thereby be driven to a location on the web selectable by the second user, without operational intervention by the first user, and further comprising an Internet Server, a virtual communications channel and a virtual queue, both associated with the Internet Server, and a client web chat application stored on the Internet Server, the client web chat application distributable to the first user when the first user enters the virtual queue on the Internet Server.

2. The system of claim 1 wherein the first user is a customer and the second user is an agent.

3. The system of claim 2 wherein the agent is a customer service representative (CSR).

4. The system of claim 1 further comprising an Internet Server, wherein the customer and agent are joined in a virtual channel for web chat communication with each other through the Internet Server.

5. The system of claim 1 further comprising a plurality of users, third and successive users each having a user web chat module and a user browser in an integrated combination like that of the first user;

the integrated combination for the first, third and successive users connectable over the internet with the second user web chat module and the second user'"'"'s browser driving module for selectable simultaneous control of the first, third and successive user browsers by the second user chat module'"'"'s browser driving module such that all other user browsers can simultaneously be driven to a same location on the web selectable by the second user, without operational intervention by any of the other users.

6. The system of claim 2 further comprising a communications process comprised of the following steps:

the customer clicks on a special hyperlink button on a website accessible to the customer'"'"'s browser;

the customer is connected to the agent over the internet via the hyperlink, and a customer web chat module is downloaded to the customer for a real-time web chat with the agent;

the agent controls the customer browser through the customer web chat module to drive the customer browser to a location on the web selected by the agent.

7. The system of claim 1 further comprising an Internet Server, wherein the first and second users are joined in a virtual channel for web chat communication with each other through the Internet Server.

8. The system of claim 2 further comprising an Internet Server, wherein usage by the customer and agent is recorded by the Internet Server.

9. A communications process comprised of the following steps:

a1. a customer clicks on a special hyperlink button on a website accessible to the customer'"'"'s browser;

a2. the customer is placed in a virtual queue while the Internet Server notifies the agent that the customer has made a request for web chat via the hyperlink;

b. the customer is connected to the agent over the internet via the hyperlink, and a customer web chat module is downloaded to the customer for a real-time web chat with the agent;

c. the agent controls the customer browser through the customer web chat module to drive the customer browser to a location on the web selected by the agent.

10. The process of claim 9 wherein, in step b, the customer is connected to the agent in a virtual channel for web chat communication with each other through an Internet Server.

11. The process of claim 9 further comprising the step of

d. usage by the customer and agent is recorded by an Internet Server.