Data processing: presentation processing of document – operator i – Operator interface – Playback of recorded user events
Reexamination Certificate
2007-10-23
2007-10-23
Luu, Le Hien (Department: 2141)
Data processing: presentation processing of document, operator i
Operator interface
Playback of recorded user events
C709S223000, C709S224000
Reexamination Certificate
active
10455616
ABSTRACT:
When a hardware or software problem reoccurs, a customer is rarely able to remember and repeat the process that was performed by a customer service representative to correct the problem the first time. By capturing desktop events and/or one or more other available data streams during the first customer service engagement, and making a document containing that data available to the customer, the customer can solve a reoccurrence of the problem without having to contact the customer service center. The captured data is integrated into a single multimedia document, which has an indexing capability, highlights critical information, and includes annotations and/or comments. The integrated multimedia document can be distributed to the customer by the customer service representative during an engagement, over a customer accessible network site visited by the customer, or in a CD-ROM provided with the product.
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Bobrow Daniel G.
Boreczky John
Smoliar Stephen W.
Bach Joseph
Fuji 'Xerox Co., Ltd.
Luu Le Hien
Sughrue & Mion, PLLC
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