Method of establishing a communication channel to intelligent support for ebusiness applications
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United States of America Patent
Stats
-
Feb 21, 2006
Grant Date -
Mar 6, 2003
app pub date -
May 3, 2002
filing date -
Aug 28, 2001
priority date (Note) -
In Force
status (Latency Note)
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Abstract
The present invention relates to method and system for providing online information in a networked user environment in which an end-user runs an application program and transmits data to an online server while running the application program. It is proposed to provide a request-button at the end-user application program dedicated to requesting information, and in particular help-information. When a help request is received at the communication server, a communication channel is promptly established between end-user and an agent. Information about the user activities sent in one or more transaction parts of an end-user intended business process and performed in the current application program session is read from the storage in the application server and is provided to the terminal of said agent in the help center. Advantageously, the same communication channel as used for performing the transactions is used for voice transmission for providing help or other information to the end-user.
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