CA2233496A1 - Technique for obtaining information and services over a communication network - Google Patents

Technique for obtaining information and services over a communication network

Info

Publication number
CA2233496A1
CA2233496A1 CA002233496A CA2233496A CA2233496A1 CA 2233496 A1 CA2233496 A1 CA 2233496A1 CA 002233496 A CA002233496 A CA 002233496A CA 2233496 A CA2233496 A CA 2233496A CA 2233496 A1 CA2233496 A1 CA 2233496A1
Authority
CA
Canada
Prior art keywords
user
csa
customer service
version
technique
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA002233496A
Other languages
French (fr)
Other versions
CA2233496C (en
Inventor
Vinod Anupam
Narain H. Gehani
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Nokia of America Corp
Original Assignee
Lucent Technologies Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Lucent Technologies Inc filed Critical Lucent Technologies Inc
Publication of CA2233496A1 publication Critical patent/CA2233496A1/en
Application granted granted Critical
Publication of CA2233496C publication Critical patent/CA2233496C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/90—Details of database functions independent of the retrieved data types
    • G06F16/95—Retrieval from the web
    • G06F16/954—Navigation, e.g. using categorised browsing
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F2216/00—Indexing scheme relating to additional aspects of information retrieval not explicitly covered by G06F16/00 and subgroups
    • G06F2216/15—Synchronised browsing

Abstract

In a communications arrangement, a computer user accesses a server system to seek customer service over the World Wide Web (WWW). The server system assigns a customer service agent (CSA) to communicate with the user to realize the customer service. In a customer service session, the user and CSA may collaboratively browse hypertext markup language (HTML) documents at different uniform resource locators (URLs) to obtain relevant information. However, in accordance with the invention, the version of each document presented to the user may be different from that presented to the CSA. In particular, the CSA version contains proprietary information which is excluded from the user version.
CA002233496A 1997-05-02 1998-03-30 Technique for obtaining information and services over a communication network Expired - Fee Related CA2233496C (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US08/850,532 1997-05-02
US08/850,532 US6070185A (en) 1997-05-02 1997-05-02 Technique for obtaining information and services over a communication network

Publications (2)

Publication Number Publication Date
CA2233496A1 true CA2233496A1 (en) 1998-11-02
CA2233496C CA2233496C (en) 2001-12-25

Family

ID=25308397

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002233496A Expired - Fee Related CA2233496C (en) 1997-05-02 1998-03-30 Technique for obtaining information and services over a communication network

Country Status (3)

Country Link
US (1) US6070185A (en)
EP (1) EP0875844A3 (en)
CA (1) CA2233496C (en)

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Also Published As

Publication number Publication date
CA2233496C (en) 2001-12-25
US6070185A (en) 2000-05-30
EP0875844A2 (en) 1998-11-04
EP0875844A3 (en) 2008-12-10

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