Method of providing assistance to the end-user of a software application
US9037980B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 30, 2010 |
| Grant date | May 19, 2015 |
| Priority date | — |
| Expiry date | Feb 13, 2031 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/523
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
A method of providing assistance to a remote end-user of an end-user software application from an agent of an assistance center is described. All the transactions initiated by the end-user of the end-user software application are recorded in a contextual database locally, for applications running exclusively on customer PC, or remotely, for Web applications. Instrumented pages are delivered to the end-user. They include each a help request means. A server of a desktop sharing application is installed in the PC of the agent. When the end-user is requesting assistance all the entries already made by the end-user on a current instrumented page are uploaded. A waiting page and a client side of the desktop sharing application are also downloaded to the PC of the end-user. The end-user to be assisted is assigned to the agent when available. Then, PC of the agent gets a clone of the current instrumented page from the contextual database and a secure communication tunnel between the agent and the end-user is established. The client side of the desktop sharing application is finally activated on the customer PC which lets end-user view desktop of the PC of the agent and allows starting an a…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.