Patent ID: 7895283
Filing Date: 2011-02-22
Classification: G06Q,H04M

Abstract:
1. A method of connectionless exchange of electronic messages between a user and a host agent of a customer service center, comprising the steps of: providing a browser resident client application on a user device, wherein said user's browser resident client application comprises a control interface and an input interface; providing a host server at said customer service center, wherein said host server comprises a first component for retrieval of an audio message from said host server, and a second component for transmitting an audio response message between said server and said user device in either direction; capturing user input by said input interface of said browser resident client application and providing said user input to said control application; locally recording and storing the user's audio query message spontaneously using the user's browser-resident client application on said user device, wherein said user's browser-resident client application allows the user to optionally review said recorded audio query message prior to transmission; transmitting said user input, said recorded audio query message and information of a web page to said host server by said control interface, wherein said web page information identifies the web page that said user was browsing when the audio query message is recorded; retrieving said recorded audio query message by said first component; assigning said recorded audio query message along with the information of the web page by said server to a host agent device associated with the host agent of the customer service center, on receipt of said message by said host server; displaying on said host agent device, said web page retrieved by said host agent using the information of the web page browsed by the user when the audio query message is recorded; playing back said audio query message by the host agent using an agent client application on said host agent device; locally recording said audio response message to said audio query message by said host agent on said host agent device using said agent client application while viewing the web page browsed by the user when the audio query message is recorded; transmitting said recorded audio response message from the agent client application to the user's client application by said second component; and playing back the recorded audio response message of the host agent by the user on the user's browser-resident client application; whereby optionally reviewing the spontaneously recorded audio query message for transmission of said audio query message to the host agent, and recording the audio response message by the host agent while viewing the web page browsed by the user when the audio query message is recorded, provides an enriched user-host agent exchange of audio messages, and reduces user reticence to initiate said exchange of audio messages with the host agent.