Method and apparatus for network based customer service
US6177932A · kind A · utility
Assignee
Inventors
Key dates
| Filing date | Aug 21, 1998 |
| Grant date | Jan 23, 2001 |
| Priority date | — |
| Expiry date | Aug 21, 2018 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F2216/15
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A method and apparatus for a network based customer service is provided. In response to a client requesting help, a menu including three levels of interaction is displayed. One level of interaction is self-help searching in a database of information. A second level of interaction is asynchronous help, requesting help and receiving a reply. The third level of interaction is synchronous help, interaction with an advisor. If the client selects synchronous help, the method includes the steps of alerting the advisor and displaying a list of previously visited sites by the client to the advisor. The synchronous help method further includes providing a synchronized display between the client and the advisor, such that the advisor sees an identical display to the client.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.