System and method for automated end-user support
First Claim
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1. A method for operating a browser associated with an end-user, the method comprising:
- receiving a request for end-user support, wherein the request is received at a support location that is remote relative to the end-user;
determining a present navigation location for the end-user;
retrieving content from a content provider that corresponds to the determined present navigation location, wherein the content is retrieved from a content location that is remote relative to the end-user, wherein the retrieved content includes an embedded navigation link associated with a first domain, wherein the first domain is remote relative to the end-user, wherein the first domain is associated with the content location;
encoding the present navigation location;
encoding the embedded navigation link so that it appears to be associated with a second domain, wherein the second domain is remote relative to the end-user, wherein the second domain is associated with the support location;
replacing the embedded navigation link included in the retrieved content with the encoding of the embedded navigation link;
providing a modified content to the end-user, wherein the modified content includes a portion of the retrieved content and includes the encoding of the embedded navigation link that replaced the embedded navigation link, wherein the encoded embedded navigation link continues to be actually associated with the first domain despite the appearance that the encoded embedded navigation link is associated with the second domain; and
providing the end-user support to the end-user, wherein the end-user support is provided from the support location via the second domain;
wherein at least a representation of the modified content and the end-user support are simultaneously viewable by the end-user at the present navigation location.
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Abstract
A system and method for displaying content in a browser window associated with an end-user is described. In one implementation, data that includes links is received from a content provider, each of the links is identified and encoded, and the received data along with the links are displayed in the end-user'"'"'s browser window.
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Citations
25 Claims
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1. A method for operating a browser associated with an end-user, the method comprising:
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receiving a request for end-user support, wherein the request is received at a support location that is remote relative to the end-user; determining a present navigation location for the end-user; retrieving content from a content provider that corresponds to the determined present navigation location, wherein the content is retrieved from a content location that is remote relative to the end-user, wherein the retrieved content includes an embedded navigation link associated with a first domain, wherein the first domain is remote relative to the end-user, wherein the first domain is associated with the content location; encoding the present navigation location; encoding the embedded navigation link so that it appears to be associated with a second domain, wherein the second domain is remote relative to the end-user, wherein the second domain is associated with the support location; replacing the embedded navigation link included in the retrieved content with the encoding of the embedded navigation link; providing a modified content to the end-user, wherein the modified content includes a portion of the retrieved content and includes the encoding of the embedded navigation link that replaced the embedded navigation link, wherein the encoded embedded navigation link continues to be actually associated with the first domain despite the appearance that the encoded embedded navigation link is associated with the second domain; and providing the end-user support to the end-user, wherein the end-user support is provided from the support location via the second domain; wherein at least a representation of the modified content and the end-user support are simultaneously viewable by the end-user at the present navigation location. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A system for providing content to a browser, the system comprising:
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a processor, said processor comprising means for; receiving a request for end-user support, wherein the request is received at a support location that is remote relative to the end-user; determining a present navigation location for the end-user; retrieving content from a content provider that corresponds to the determined present navigation location, wherein the content is retrieved from a content location that is remote relative to the end-user, wherein the retrieved content includes an embedded navigation link associated with a first domain, wherein the first domain is remote relative to the end-user, wherein the first domain is associated with the content location; encoding the present navigation location; encoding the embedded navigation link so that it appears to be associated with a second domain, wherein the second domain is remote relative to the end-user, wherein the second domain is associated with the support location; an automated support system; an annotation server in communication with the automated support system, wherein the annotation server is configured to encode either the first content portion or the second content portion to create an appearance to the user that both content portions originated from a common domain that is remote relative to the user without actually changing the origin of the first content portion or the second content portion;
wherein said annotation server comprising means for;replacing the embedded navigation link included in the retrieved content with the encoding of the embedded navigation link; providing a modified content to the end-user, wherein the modified content includes a portion of the retrieved content and includes the encoding of the embedded navigation link that replaced the embedded navigation link, wherein the encoded embedded navigation link continues to be actually associated with the first domain despite the appearance that the encoded embedded navigation link is association with the second domain; and providing the end-user support to the end-user, wherein the end-user support is provided from the support location via the second domain. - View Dependent Claims (13, 14, 15, 16, 17, 18)
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19. A method for displaying content in a browser window, the method comprising:
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receiving data from a content provider associated with a first domain that is remote relative to a user, wherein the received data includes a plurality of embedded links; identifying each of the plurality of embedded links; receiving a request for end-user support, wherein the request is received at a support location that is remote relative to the end-user; determining a present navigation location for the end-user; retrieving content from a content provider that corresponds to the determined present navigation location, wherein the content is retrieved from a content location that is remote relative to the end-user, wherein the retrieved content includes an embedded navigation link associated with a first domain, wherein the first domain is remote relative to the end-user, wherein the first domain is associated with the content location; encoding a first of the plurality of embedded links to create an appearance that the first of the plurality of embedded links is associated with a second domain that is remote relative to the user while maintaining an actual association between the encoded embedded link and the first domain; encoding the present navigation location; encoding the embedded navigation link so that it appears to be associated with a second domain, wherein the second domain is remote relative to the end-user, wherein the second domain is associated with the support location; and providing for display in the browser window at least a representation of at least a portion of the received data, wherein the first of the plurality of embedded links is encoded responsive to the first of the plurality of link being associated with the first domain. - View Dependent Claims (20, 21, 22)
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23. A method for displaying content in a browser window, the method comprising:
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receiving data from a content provider, wherein the received data includes a plurality of embedded links associated with a first domain that is remote relative to a user; identifying each of the plurality of embedded links; receiving a request for end-user support. wherein the request is received at a support location that is remote relative to the end-user; determining a present navigation location for the end-user; retrieving content from a content provider that corresponds to the determined present navigation location, wherein the content is retrieved from a content location that is remote relative to the end-user, wherein the retrieved content includes an embedded navigation link associated with a first domain, wherein the first domain is remote relative to the end-user, wherein the first domain is associated with the content location; encoding a first of the plurality of embedded links to create an appearance that the first of the plurality of embedded links is associated with a second domain that is remote relative to the user, wherein the encoded link continues to actually point to a location in the first domain despite the encoding; encoding the present navigation location; encoding the embedded navigation link so that it appears to be associated with a second domain, wherein the second domain is remote relative to the end-user, wherein the second domain is associated with the support location; providing for display in the browser window at least a representation of at least a portion of the received data; and
wherein the first of the plurality of embedded links is encoded responsive to the first of the plurality of links being associated with the first domain. - View Dependent Claims (24, 25)
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Specification