Technique for obtaining information and services over a...

Details Technique for obtaining information and services over a... Technique for obtaining information and services over a...

G - Physics

06

F

G06F 17/30 (2006.01) G06F 17/00 (2006.01)

Patent

CA 2233496

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.

Dans une configuration de communication, un utilisateur d'ordinateur a accès à un système de serveur pour obtenir des services à la clientèle sur le Web. Le système de serveur charge un agent des services à la clientèle (CSA) de communiquer avec l'utilisateur pour la prestation du service à la clientèle. Lors d'une séance de service à la clientèle, l'utilisateur et le CSA peuvent visualiser ensemble des documents HTML (Hypertext Markup Language) à différents localisateurs de ressources uniformes (URL) afin d'obtenir de l'information pertinente. Toutefois, conformément à l'invention, la version de chaque document présentée à l'utilisateur peut être différente de celle qui est présentée au CSA. En particulier, la version CSA contient de l'information « propriétaire » qui est exclue de la version utilisateur.

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