System and method for automated end-user support
First Claim
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1. A computerized method for providing user support, the method comprising:
- (a) passing, at an end-user computer, a navigation event from a first frame originating from a first domain to a second frame originating from a second domain, wherein the first domain and the second domain are separate from the end-user computer and subject to a consistent page domain requirement, wherein the first frame comprises a set of content, wherein the set of content is masked such that it appears to originate from the second domain;
(b) determining the present navigation location within the first frame using the navigation event;
(c) initiating an automated help session in the second frame, the automated help session corresponding to the determined present navigation location, wherein the automated help session is provided by an automated agent through the second frame;
(d) monitoring one or both of;
(i) a plurality of subsequent navigation locations of the end-user within the set of content of the first frame, or(ii) a plurality of subsequent navigation events initiated by the end-user within the set of content of the first frame,wherein the act of monitoring comprises passing the one or both of a plurality of subsequent navigation locations or a plurality of subsequent navigation events to the second frame, wherein the act of monitoring is performed at least in part by the automated agent; and
(e) displaying the first frame and the second frame in a single web page at the end-user computer.
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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
20 Claims
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1. A computerized method for providing user support, the method comprising:
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(a) passing, at an end-user computer, a navigation event from a first frame originating from a first domain to a second frame originating from a second domain, wherein the first domain and the second domain are separate from the end-user computer and subject to a consistent page domain requirement, wherein the first frame comprises a set of content, wherein the set of content is masked such that it appears to originate from the second domain; (b) determining the present navigation location within the first frame using the navigation event; (c) initiating an automated help session in the second frame, the automated help session corresponding to the determined present navigation location, wherein the automated help session is provided by an automated agent through the second frame; (d) monitoring one or both of; (i) a plurality of subsequent navigation locations of the end-user within the set of content of the first frame, or (ii) a plurality of subsequent navigation events initiated by the end-user within the set of content of the first frame, wherein the act of monitoring comprises passing the one or both of a plurality of subsequent navigation locations or a plurality of subsequent navigation events to the second frame, wherein the act of monitoring is performed at least in part by the automated agent; and (e) displaying the first frame and the second frame in a single web page at the end-user computer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A computerized method for providing user support, the method comprising:
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(a) passing, at an end-user computer, a navigation event from a first frame of a Web page originating from a first Internet domain to a second frame of the Web page originating from a second Internet domain, wherein the first Internet domain and the second Internet domain are distinct from the end-user computer, wherein the Web page is subject to a consistent page domain requirement, wherein the first frame comprises a set of content, wherein the set of content from the first frame is masked such that the set of content appears to originate from the second domain; (b) determining the present navigation location within the first frame using the navigation event; (c) receiving automated help session content from the second Internet domain; (d) providing a help session in the second frame at the end-user computer, the automated help session corresponding to the determined present navigation location, wherein the automated help session is provided by an automated agent, wherein the act of providing a help session comprises one or both of; (i) monitoring a plurality of subsequent navigation locations of the end-user within the set of content in the first frame, or (ii) monitoring a plurality of subsequent navigation events initiated by the end-user within the set of content in the first frame; and (e) displaying the first frame and the second frame in the Web page at the end-user computer. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19)
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20. A computerized method for providing user support at an end-user'"'"'s computer, the method comprising:
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(a) passing, at the end-user'"'"'s computer, a navigation event from a first frame originating from a first Internet domain to a second frame originating from a second Internet domain, wherein the first frame and the second frame are contained within a single Web page that is subject to a consistent page domain security requirement, wherein the first frame comprises at least one link, wherein the at least one link is encoded to appear to have originated from the second domain; (b) determining the present navigation location within the first frame using the navigation event; (c) providing an automated help session in the second frame at the end-user'"'"'s computer, the automated help session corresponding to the determined present navigation location, wherein the automated help session is provided at least in part by an automated agent, wherein the act of providing an automated help session comprises; (i) monitoring navigation activities of the end-user within the first frame, (ii) passing data from the second frame to the first frame, and (iii) passing data from the first frame to the second frame; and (d) displaying the first frame and the second frame in the single Web page at the end-user computer; wherein the end-user'"'"'s computer, the first Internet domain, and the second Internet domain are separate domains.
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Specification