Context aware help system
First Claim
1. A method, comprising:
- receiving, by a processing device, a telephone call from a computing device;
establishing, by the processing device, a telephone connection with the computing device;
receiving, by the processing device, context data associated with a web session for the computing device, wherein;
the context data identifies one or both of data entered into web pages during the web session and a path of the web pages accessed during the web session;
timestamps are associated with the web pages accessed during the web session;
timestamps are associated with the data entered into the web pages during the web session;
the timestamps identify an ordered sequence of the web pages accessed during the web session and the data entered into the web pages; and
the context data associated with the web session is based on the ordered sequence of the web pages accessed during the web session and the data entered into the web pages; and
generating, by the processing device, a response to the telephone call based on the context data associated with the web session.
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0 Petitions
Accused Products
Abstract
A context aware help system generates context data for web sessions. The context data may be used either by a human operator or by an automated response system to help resolve user web session problems. For example, a user may initiate a telephone call to the context aware help during a web session. The context data may be displayed to a telephone operator in response to the telephone call. The telephone operator may use the context data to determine what web pages and user inputs were previously entered during the web session. This allows the telephone operator to quickly analyze web session problems and provide more effective and efficient web session support. The help system may alternatively, or in addition, provide other types of automated audio or data support.
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Citations
18 Claims
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1. A method, comprising:
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receiving, by a processing device, a telephone call from a computing device; establishing, by the processing device, a telephone connection with the computing device; receiving, by the processing device, context data associated with a web session for the computing device, wherein; the context data identifies one or both of data entered into web pages during the web session and a path of the web pages accessed during the web session; timestamps are associated with the web pages accessed during the web session; timestamps are associated with the data entered into the web pages during the web session; the timestamps identify an ordered sequence of the web pages accessed during the web session and the data entered into the web pages; and the context data associated with the web session is based on the ordered sequence of the web pages accessed during the web session and the data entered into the web pages; and generating, by the processing device, a response to the telephone call based on the context data associated with the web session. - View Dependent Claims (2, 3, 4, 5)
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6. A method, comprising:
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receiving, by a processing device, context data associated with a web session for a computing device, wherein the context data identifies one or both of data entered into web pages during the web session and a path of the web pages accessed during the web session; identifying an address for a telephony server based on the context data; sending the address to the computing device for establishing a telephone connection with the computing device; receiving, by the processing device, a telephone call from the computing device; establishing, by the processing device, the telephone connection with the computing device; and generating, by the processing device, a response to the telephone call based on the context data associated with the web session. - View Dependent Claims (7, 8)
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9. An apparatus, comprising:
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logic circuitry configured to; identify a web session associated with a client device; and identify one or both of a sequence of web pages opened during the web session and user inputs entered into the web pages; and wherein the logic circuitry comprises a context server configured to; generate context data based at least on the sequence of the web pages opened during the web session or the user inputs entered into the web pages during the web session received from the client device; identify an address for a telephony server based on the context data; forward the address to the client device for establishing a telephone connection with the telephony server; receive a context identifier associated with the web session from the telephony server configured to receive a telephone call from the client device in response to the client device establishing the telephone connection with the telephony server; identify the context data associated with the context identifier; and send the context data to the telephony server in response to receiving the context identifier. - View Dependent Claims (10, 11, 12, 13, 14)
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15. An apparatus, comprising:
a client device configured to; identify a web session associated with the client device; identify a context identifier associated with the web session; identify context data associated with the web session; send the context data to a context server; receive an address from the context server based on the context data for establishing a telephone connection with a telephony server; establish the telephone connection with the telephony server based on the address; send the context identifier over the telephone connection to the telephony server; and receive a response associated with the context identifier over the telephone connection, wherein receipt of the response is based on the context data. - View Dependent Claims (16)
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17. An apparatus, comprising:
a client device configured to; identify a web session associated with the client device; identify a context identifier associated with the web session; identify context data associated with the web session; receive a message from a context server requesting the context data; provide the context data to the context server in response to the message; receive a phone number from the context server for establishing a telephone connection with a telephony server based on the context data; establish the telephone connection with the telephony server; send the context identifier over the telephone connection to the telephony server; and receive a response associated with the context identifier over the telephone connection, wherein receipt of the response is based on the context data. - View Dependent Claims (18)
Specification