Integrating Co-Browsing with Other Forms of Information Sharing

Inactive Publication Date: 2015-05-28
GLANCE NETWORKS
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Benefits of technology

[0010]The view of the web page depends on (a) the current Document Object Model (DOM) represented by a hierarchy of HTML elements as well as (b) state information such as mouse position, scroll offsets, hover and focus states. To enable the view at the agent to be synchronized with the view at the visitor, a page's initial DOM tree, as well as any subsequent changes to it, are forwarded to the agent, but with <script> tags removed. This allows the agent to

Problems solved by technology

Unfortunately, the agent's ability to provide assistance may be hampered in this

Method used

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  • Integrating Co-Browsing with Other Forms of Information Sharing
  • Integrating Co-Browsing with Other Forms of Information Sharing
  • Integrating Co-Browsing with Other Forms of Information Sharing

Examples

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Embodiment Construction

[0020]The following detailed description sets forth numerous specific details to provide a thorough understanding of one or more embodiments of the invention. However, those skilled in the art will appreciate that the invention may be practiced without these specific details. In other instances, well-known methods, procedures, components, protocols, algorithms, and circuits have not been described in detail so as not to obscure the invention.

DEFINITIONS

[0021]Customer: A customer of the co-browsing service who subscribes to the co-browsing service. An example customer is the vendor (e.g. the company that owns vendor website 16) of FIG. 1.

[0022]Website: The website owned by the customer that is to be supported via co-browse.

[0023]Group id: A unique id assigned to each customer website that is to be co-browsed.

[0024]Visitor: Anyone navigating the website.

[0025]Agent: The representative who supports the visitor in carrying out various tasks on the website, such as completing a purchase....

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Abstract

A co-browse service uses JavaScript to allow a web page shown in a user's browser to be viewed remotely. Updates to the web page are rendered into HTML and forwarded on the co-browse session. Aspects of the web page that should not be visible are specified in a list of masked elements which prevents the JavaScript from transmitting the content of those elements on the co-browse session. A person viewing the web page at the remote location can select objects to have those objects highlighted within the user's browser. Likewise the person viewing the web page may manipulate the objects by selecting objects and entering information into the objects. Updates to the web page are collected and aggregated such that only the most recent updates are forwarded on the co-browse session. Updates that don't affect the DOM, such as hover state, are also transmitted on the session.

Description

CROSS REFERENCE TO RELATED APPLICATIONS[0001]This application is a continuation of International Application PCT / US2013 / 049615, filed Jul. 8, 2013, which claims priority to U.S. Provisional Patent Application No. 61 / 776,016, filed Mar. 11, 2013, and U.S. Provisional Patent Application No. 61 / 673,629, filed Jul. 19, 2012, the content of each of which is hereby incorporated herein by reference.COPYRIGHT NOTICE[0002]A portion of the disclosure of this patent document contains material which is subject to copyright protection. The copyright owner has no objection to the xerographic reproduction by anyone of the patent document or the patent disclosure in exactly the form it appears in the Patent and Trademark Office patent file or records, but otherwise reserves all copyright rights whatsoever.FIELD[0003]The field relates to communication sessions and, more particularly, to a method and apparatus for integrating co-browsing with other forms of information sharing.DESCRIPTION OF THE RELA...

Claims

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Application Information

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IPC IPC(8): G06F3/0484H04L29/08G06F40/143
CPCH04L67/141G06F3/0484G06F16/954G06Q30/016G06F40/143G06F16/9577H04L67/02H04L51/046H04L65/403
Inventor MENDEZ, DEBORAHHARDEBECK, EDWARD F.BAKER, RICHARD L.TOPOLCIC, CLAUDIO
Owner GLANCE NETWORKS
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