公开(公告)号：US07080321B2

公开(公告)日：2006-07-18

申请号：US09885717

申请日：2001-06-20

Applicant: Szlam Aleksander ,  Thomas R. Buiel ,  Kirk L. Somers ,  Charles L. Warner, II

Inventor： Szlam Aleksander ,  Thomas R. Buiel ,  Kirk L. Somers ,  Charles L. Warner, II

IPC: G06F3/00

CPC classification number: G06F17/30899

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.