Apparatus and method for remotely sharing information and providing remote interactive assistance via a communications network

• US 8,051,178 B2
• Filed: 02/12/2004
• Issued: 11/01/2011
• Est. Priority Date: 11/05/2003
• Status: Expired due to Fees

• Current Assignee: Benefits Technologies LLC
• Original Assignee: Benefits Technologies LLC
• Inventors: Skidgel, Brandon Shane
• Primary Examiner(s): Parthasarathy; Pramila
• Assistant Examiner(s): Siddiqi; Mohammad A
• Application Number:
  US10/777,913
• Publication Number:
  US 20050097159A1
• Time in Patent Office: 2,819 Days
• Field of Search: 709/205, 709/224, 709/227, 709/228, 709/203, 709/204, 709/229, 718/104, 715/710, 715/737, 715/736, 715/751, 715/758
• US Class Current: 709/227
• CPC Class Codes: G06F 16/954 Navigation, e.g. using categorised browsing
• CPC Class Codes: G06F 2216/15 Synchronised browsing

Abstract

A system for providing collaborative browsing of information and interactive communications on the worldwide web. A customer may use the system for a co-browsing session with a customer assistance representative by simply providing an access number from an accessed web site to the customer service representative. The customer is transparently switched from a normal web site to a co-browsing web site merely by clicking on a button to request assistance. The co-browsing site includes software to periodically poll a server for synchronization purposes.

Claims

1. A co-browsing system, comprising:

(a) a network comprising an interconnected web server computer, vendor computer, and customer computer;

(b) a standard web site hosted at said web server, accessible by said customer computer, and comprising a plurality of standard web pages;

(c) a customer co-browsing web site hosted at said web server, accessible by said customer computer, and comprising a plurality of customer co-browsing web pages, wherein each of said customer co-browsing web pages is identical in appearance from a customer'"'"'s point of view to one of said standard web pages, and said customer co-browsing web site further comprises a polling routine operable to repeatedly initiate a polling request to said vendor computer for change events transmitted from said vendor computer while both said customer co-browsing web site is accessed at said customer computer and the standard web site is being accessed;

(d) a vendor co-browsing web site hosted at said web server, accessible by said vendor computer, and comprising a plurality of vendor co-browsing web pages, wherein at least one of said vendor co-browsing web pages corresponds to one of said customer co-browsing web pages, and wherein said vendor co-browsing web site comprises an event handler operable to collect and transmit vendor co-browsing web site change events received from said vendor computer to said customer computer in order to synchronize a currently accessed vendor co-browsing web page with a currently accessed customer co-browsing web page, wherein said vendor co-browsing web site change events each comprise a change event identifier that identifies a control on said vendor co-browsing web page that has changed, and a change event value that identifies the new value of the control on said vendor co-browsing web page that has changed; and

(e) a data store in communication with said vendor co-browsing web site, wherein said data store is operable to store said vendor co-browsing web site change events.

2. A method for initiating a co-browsing session utilizing a web server computer, a vendor computer, and a customer computer, comprising the steps of:

(a) providing a data entry web page from the web server computer to a first web browser executing on the customer computer while said first web browser is navigating a first web site;

(b) receiving an activation event at the web server from the first web browser;

(c) providing a contact web page from the web server to the first web browser, wherein the contact web page comprises a session identifier;

(d) receiving at a second web browser executing on the vendor computer the session identifier and launching at said second web browser a second web site;

(e) transmitting the session identifier to the web server; and

(f) providing a web page from a third web site from the web server to the first web browser, and a web page from the second web site from the web server to the second web browser, where the web pages from the first and third web pages are identical in appearance to an operator of the first web browser, and wherein the second web site comprises an event handler operable to transmit a change event, and the third web site comprises a polling routine operable to repeatedly initiate a polling request for change events at the second web browser while the second and third web sites are both simultaneously being accessed in order to synchronize a currently accessed web page at the second web site with a currently accessed web page at the third web site.

3. The method of claim 2, wherein the data entry web page comprises a request assistance link, and the activation event is associated with the request assistance link.

4. The method of claim 3, wherein the contact web page comprises contact information.

5. The method of claim 4, wherein the contact information comprises a telephone number.

6. The method of claim 5, further comprising the step of providing a session identifier entry web page from the web server to the second web browser.

7. A co-browsing method utilizing a web server computer, a vendor computer, and a customer computer, comprising the steps of:

(a) from the web server computer, transferring a first contact web page of a first web site to a first web browser operating on the customer computer;

(b) displaying at a second web browser operating on the vendor computer a session ID entry page of a second web site;

(c) receiving a session ID at the session ID entry page;

(d) redirecting the first web browser from the first web site to a third web site, wherein each of the first and third web sites comprise at least one web page that are identical in appearance to each other;

(e) receiving at the second web browser a change event representing a change to at least one control visible in the second web site, wherein the change event comprises a change event identifier that identifies the control that has changed, and a change event value that identifies the value of the change that has occurred to the control;

(f) transmitting the change event from the second web browser to the web server computer;

(g) repeatedly initiating a polling request from the third web site to the web server computer for a change event at the second web browser while the first and third web sites are both being accessed;

(h) transmitting the change event from the web server computer to the third web site in response to the polling request in order to synchronize a currently accessed web page at the second web site with a currently accessed web page at the third web site; and

(i) storing said change event in a data store in communication with the web server computer.

8. A co-browsing system, comprising:

(a) a computer network;

(b) a vendor computer connected to said network and comprising an Internet browser;

(c) a customer computer connected to said network by means of at least one standard Internet port and comprising a standard Internet browser;

(d) a web server computer connected to said network, wherein said web server computer comprises;

(i) a standard web site accessible by said customer computer Internet browser and comprising a plurality of standard web pages;

(ii) a customer co-browsing web site accessible by said customer computer Internet browser and comprising a plurality of customer co-browsing web pages, wherein each of said customer co-browsing web pages is identical in appearance to one of said standard web pages, and said customer co-browsing web site further comprises a polling routine operable to repeatedly initiate a polling request to said vendor co-browsing web site for change events at the vendor computer Internet browser while said customer co-browsing web site and said standard web site are both being accessed; and

(iii) a vendor co-browsing web site accessible by said vendor computer Internet browser and comprising a plurality of vendor co-browsing web pages, wherein each of said vendor co-browsing web pages corresponds to one of said customer co-browsing web pages, and wherein said vendor co-browsing web site comprises an event handler operable to collect vendor co-browsing web site change events received through said vendor computer Internet browser and transmit vendor co-browsing web site change events to said web server in order to synchronize a currently accessed vendor co-browsing web page with a currently accessed customer co-browsing web page, wherein said vendor co-browsing web site change events each comprise a change event identifier that identifies a control on said vendor co-browsing web site that has changed, and a change event value that identifies the new value of the control on said vendor co-browsing web site that has changed; and

(e) a data store in communication with said web server computer, wherein said data store is operable to store said vendor co-browsing web site change events,

wherein said vendor computer and said customer computer are operable to communicate with each other only by means of said web page server over said network through said standard Internet port of said customer computer.