Data processing: presentation processing of document – operator i – Operator interface – Help presentation
Reexamination Certificate
2006-07-18
2006-07-18
Vu, Kieu D. (Department: 2173)
Data processing: presentation processing of document, operator i
Operator interface
Help presentation
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.
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patent: 6584496 (2003-06-01), Ludtke
Aleksander Szlam
Buiel Thomas R.
Somers Kirk L.
Warner, II Charles L.
Aspect Software, Inc.
Bourque & Associates P.A.
Vu Kieu D.
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