Patent ID: 6341272
Filing Date: 2002-01-22
Classification: G06Q,G07F,H04N

Abstract:
A service platform that enables access by a customer at a remote location to information, products, and services of a business accessible through a central information processor and to a customer service representative by a video connection through a network communication link comprising:a central information processor at a central location, said processor including data storage files relating to customers and accounts as the business maintains these files in the ordinary course and categories of information, products, and services conventionally offered by the business; an access gateway interconnected to said central information processor; a client server operatively interconnected to communicate with a customer operable transceiver at a remote location, said client server enabling live video from the business to the customer substantially simultaneously with real-time data transmission between the customer operable transceiver and said central information processor through said client server, said client server processing communications to and from the customer operable transceiver, and enabling the customer using the transceiver to access and control items in, and perform transactions with respect to, information, products, and services of the business in said data storage files of said central information processor, and in which said client server is interconnected with a plurality of customer service stations capable of interconnection with the customer operable transceiver in response to a request for video connection received from the customer operable transceiver, said client server monitoring each of said customer service stations with regard to whether said customer service stations are connected with a customer operable transceiver and whether the customer service representatives at the customer service stations are available, the client server, upon receipt of the video connection request from the customer operable transceiver processes the requests received, dependent upon the availability of a customer service representative from among the plurality, according to a sequence of (a) direct connection to an available customer service representative and (b) hold, (c) queue and (d) transfer to a next available customer service representative whereby upon the customer service representative's receipt of a signal processed by said client server, the customer service representative initiates a video connection with the customer.