Patent ID: 9609132
Date: 2017-03-28
CPC Classifications: G06Q,H04L,H04M

Claim:
1. A computer-implemented method for connecting users with agents, the method comprising: receiving, by a case manager hosted by a server, a request from a remote device of a user for a communication session concerning content associated with a content document presented at the remote device while the user is navigating the content document; in response to the request, determining, by a guided support identification system hosted by the server, a content type that the user is navigating based on an analysis of user interaction of the user with respect to the content document; determining, by the guided support identification system, a skill set required to provide live support services to the content type associated with the content document; determining by the guided support identification system a first list of one or more preferred agents that have a prior relationship with the user of the remote device in a previous support session based on the skill set and user ratings by users having a prior relationship with the preferred agents; identifying a second list of one or more recommended agents to be recommended to the user based on the content of the content document, user interaction of the user, and the skill set required to provide support to the content, wherein the recommended agents have no prior relationship with the user; transmitting from the server information representing the first list of preferred agents and the second list of recommended agents to the remote device to allow the user to select one of the preferred agents and the recommended agents for the communication session, wherein the first list of preferred agents and the second list of recommended agents are concurrently displayed on the remote device, including displaying information indicating the preferred agents and the recommended agents that are recommended by the guided support identification system, wherein the information transmitted to the remote device representing the preferred agents and recommended agents includes an indication indicating whether at least one of the preferred agents and recommended agents is available at the point in time; receiving at the server a signal representing a user selection of an agent from the remote device that is selected from the displayed preferred agents and the recommended agents; and in response to the user selection, establishing a communications session between the remote device of the user and the selected agent to enable the selected agent to engage communication with the user concerning the content of the content document.