Patent ID: 6871322
Filing Date: 2005-03-22
Classification: G06F

Abstract:
1. A method in a data processing system for providing user support, the method comprising: responsive to receiving a request for real-time user support from a user, placing the request in a service queue for processing; determining whether a human representative is available to provide said real-time support; in response to determining that said human representative is available to provide real-time support, removing said request from said service queue and providing said request to said human representative to provide support without providing an intelligent help agent to the user; and in response to determining that said human representative is not available to provide real-time support; waiting for said human representative to become available; while waiting for a human representative to become available to provide said real-time user support, selectively providing an intelligent help agent to the user to use to provide suppot; utilizing said intelligent help agent by said user; generating information about said utilization of said intelligent help agent by said user; and providing said generated information along with said request to said human representative when said human representative becomes available.