System and method for automated end-user support

• US 20020145628A1
• Filed: 08/31/2001
• Published: 10/10/2002
• Est. Priority Date: 04/05/2001
• Status: Active Grant

• Current Assignee: Concentrix CVG Customer Management Group, Inc.
• Original Assignee: Finali Corp. (Convergys Corporation)
• Inventors: Young, David L., Gosling, Scott Moore, Burgin, Daniel Keele, Watler, William Randy
• Granted Patent: US 7,614,014 B2
• Time in Patent Office: Days
• US Class Current: 345/760
• CPC Class Codes: G06F 9/453 Help systems
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

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.

Claims

1. A method for operating a browser associated with an end-user, the method comprising:

receiving a request for end-user support;

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 retrieved content includes an embedded navigation link;

encoding the present navigation location;

encoding the embedded navigation link;

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; and

providing the end-user support to the end-user;

wherein at least a representation of the modified content and the end-user support are simultaneously viewable by the end-user.

2. The method of claim 1, further comprising:

identifying the embedded navigation link.

3. The method of claim 1, wherein the retrieved content is provided in a first frame of a browser window and the end-user support is provided in a second frame of the browser window, and wherein the first frame and the second frame are simultaneously displayable within the browser window.

4. The method of claim 3, further comprising:

receiving at the first frame a notice of a navigation event that occurred at the second frame.

5. The method of claim 4, wherein receiving the notice comprises:

receiving an indication that the embedded navigation link has been selected by the end-user.

6. The method of claim 5, further comprising:

decoding the embedded navigation link;

passing the decoded embedded navigation link to the content provider;

receiving content corresponding to the decoded embedded navigation link; and

providing the received content to the end-user.

7. The method of claim 1, wherein providing the end-user support comprises:

providing automated end-user support.

8. The method of claim 1, wherein the embedded navigation link is associated with a first domain and the end-user support is associated with a second domain, and wherein encoding the embedded navigation link comprises:

changing one of the first domain and the second domain so that the embedded navigation link and the end-user support appear to originate from a common domain.

9. The method of claim 1, wherein the embedded navigation link is associated with a first transport protocol and the end-user support is associated with a second transport protocol, the method further comprising:

masking one of the first transport protocol and the second transport protocol so that content associated with the embedded navigation link and the end-user support appears to be subject to the same transport protocol.

10. The method of claim 1, wherein the embedded navigation link is a first embedded navigation link and wherein the first navigation link is associated with a first domain and wherein the retrieved content includes a second navigation link associated with a second domain, the method further comprising:

providing the second navigation link to the end-user without encoding.

11. The method of claim 10, wherein providing the second navigation link comprises:

passing the second navigation link directly to an associated content provider responsive to selection of the second navigation link by the end-user.

12. The method of claim 10, wherein providing the second navigation link comprises:

forwarding the second navigation link to an associated content provider responsive to selection of the second navigation link by the end-user.

14. The system of claim 13, wherein the common domain is a third domain.

15. The system of claim 13, wherein the automated support system comprises:

a profiler application.

16. The system of claim 15, wherein the profiler application comprises:

a roles module; and

a skills module in communication with the roles module.

17. The system of claim 13, wherein the automated support system comprises:

a resource data module.

18. The system of claim 17, wherein the resource data module comprises:

a dialogue module; and

a social skill module.

19. The system of claim 13, wherein the annotation server comprises:

instruction memory;

a processing device connected to the instruction memory; and

plurality of instructions configured to cause the processing device to;

receiving data from a content provider, wherein the received data includes a plurality of embedded links;

identifying each of the plurality of embedded links;

encoding a first of the plurality of embedded links; and

providing to an end-user the encoded first of the plurality of embedded links;

wherein the first of the plurality of embedded links is encoded responsive to the first of the plurality of links being associated with a first domain.

13. A system for providing content to a browser, wherein a first content portion originates from a first domain and a second content portion originates from a second domain, the system comprising:

an automated support system; and

an annotation server connected to the automated support system;

wherein the annotation server is configured to cause the first content portion and the second content portion to appear as if they both originated from a common domain.

20. A method for displaying content in a browser window, the method comprising:

receiving data from a content provider, wherein the received data includes a plurality of embedded links;

identifying each of the plurality of embedded links;

encoding a first of the plurality of embedded links; 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 links being associated with a first domain.

21. The method of claim 20, wherein the encoding comprises:

encoding the first of the plurality of embedded links so that the first of the plurality of links appears to be associated with a second domain;

wherein the second domain is different from the first domain.

22. The method of claim 20, further comprising:

receiving a request for end-user support;

determining a present navigation location associated with the browser; and

passing a fetch request to the content provider for data related to the present navigation location.

23. The method of claim 20, further comprising:

providing for display in the browser window an interactive content;

wherein the interactive content originates from a second domain.

24. The method of claim 23, wherein the encoding comprises:

encoding the first of the plurality of links so that it appears to have originated from the second domain.

26. The method of claim 25, wherein the encoding comprises:

encoding the first of the plurality of embedded links so that the first of the plurality of links appears to be associated with a second domain;

wherein the second domain is different from the first domain.

27. The method of claim 25, further comprising:

receiving a request for end-user support;

determining a present navigation location associated with the browser;

passing a fetch request to the content provider for data related to the present navigation location.

28. The method of claim 25, further comprising:

providing for display in the browser window an interactive content;

wherein the interactive content originates from a second domain.

29. The method of claim 25, wherein the encoding comprises:

encoding the first of the plurality of links so that it appears to have originated from the second domain.

25. A method for displaying content in a browser window, the method comprising:

receiving data from a content provider, wherein the received data includes a plurality of embedded links;

identifying each of the plurality of embedded links;

encoding a first of the plurality of embedded links; 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 links being associated with a first domain.

30. A system for providing end-user support, the system comprising:

an end-user support knowledge database;

an automated support server in communication with the end-user support knowledge database; and

a secondary support system in communication with the end-user support knowledge database;

wherein both the automated support server and the secondary support system are configured to access the end-user support knowledge database to provide end-user support.

31. The system of claim 30, further comprising:

a data collection module in communication with the end-user support knowledge database, the automated support server, and the live support system.

32. The system of claim 31, further comprising:

a report and analysis module in communication with the end-user support knowledge database.

33. The system of claim 30, further comprising:

an annotation server in communication with the automated support server.

34. The system of claim 33, further comprising:

a content provider in communication with the automated support server.

35. The system of claim 30, wherein the secondary support system comprises a live support system.

37. The system of claim 36, further comprising:

a report and analysis module in communication with the end-user support knowledge database.

38. The system of claim 36, further comprising:

an annotation server in communication with the automated support server.

39. The system of claim 38, further comprising:

a content provider in communication with the automated support server.

36. A system for providing end-user support, the system comprising:

an end-user support knowledge database;

an automated support server in communication with the end-user support knowledge database; and

a data collection module in communication with the end-user support knowledge database and the automated support server.