CONTEXT AWARE HELP SYSTEM
2 Assignments
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
57 Claims
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1-30. -30. (canceled)
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31. 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 data entered into web pages during the web session and/or a path of the web pages accessed during the web session; 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 (32, 33, 34, 35, 36, 37, 38, 39)
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40. An apparatus, comprising:
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logic circuitry configured to; receive a telephone call from a client device; establish a telephone connection with the client device; receive a context identifier over the telephone connection, wherein the context identifier identifies a web session associated with the client device; request context data for the web session based on the context identifier; and send a response to the telephone call based on the context data for the web session. - View Dependent Claims (41, 42, 43)
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44. An apparatus, comprising:
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logic circuitry configured to; identify a web session associated with a client device; identify a sequence of web pages opened during the web session and/or user inputs entered into the web pages; generate context data based on the sequence of the web pages opened during the web session and/or the user inputs entered into the web pages during the web session; receive a context identifier associated with the web session in response to a telephone call; and identify the context data associated with the context identifier. - View Dependent Claims (45, 46, 47, 48, 49, 50, 51)
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52. An apparatus, comprising:
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a client device configured to; identify a web session associated with the client device; identify a context identifier associated with the web session; establish a telephone connection with a telephony server; send the context identifier over the telephone connection to the telephony server; and receive a response over the telephone connection associated with the context identifier. - View Dependent Claims (53, 54, 55, 56, 57)
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Specification