Dynamic help option for internet customers

Data processing: presentation processing of document – operator i – Operator interface – Help presentation

Reexamination Certificate

Rate now

  [ 0.00 ] – not rated yet Voters 0   Comments 0

Details

C715S707000, C715S705000

Reexamination Certificate

active

07080321

ABSTRACT:
The invention determines when an Internet browsing customer should be provided assistance by monitoring factors such as the customer profile saved at the server or in cookies, the time a customer spends on particular web pages, errors in forms submitted by the customer, web pages repeatedly viewed by a customer, and statistically established abandon points. When the invention determines a customer should be provided assistance, the invention reviews the availability and probability of availability of the customer service representatives (CSRs). If a CSR is available or predicted to be available, the customer is presented with a HELP option. If the customer does not respond to the HELP option within a predetermined time, the HELP option is removed. By dynamically determining the appropriate time to provide a HELP option and only providing the HELP option when a CSR is available, the invention proactively provides meaningful service at the critical time.

REFERENCES:
patent: 5185782 (1993-02-01), Srinivasan
patent: 5239617 (1993-08-01), Gardner et al.
patent: 5933140 (1999-08-01), Strahorn et al.
patent: 6178439 (2001-01-01), Feit
patent: 6256620 (2001-07-01), Jawahar et al.
patent: 6262730 (2001-07-01), Horvitz et al.
patent: 6356283 (2002-03-01), Guedalia
patent: 6584496 (2003-06-01), Ludtke

LandOfFree

Say what you really think

Search LandOfFree.com for the USA inventors and patents. Rate them and share your experience with other people.

Rating

Dynamic help option for internet customers does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with Dynamic help option for internet customers, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Dynamic help option for internet customers will most certainly appreciate the feedback.

Rate now

     

Profile ID: LFUS-PAI-O-3573389

  Search
All data on this website is collected from public sources. Our data reflects the most accurate information available at the time of publication.