Patent ID: 9037980
Filing Date: 2015-05-19
Classification: G06F,G06Q,H04L,H04M

Abstract:
1. A computer implemented method of providing assistance from an agent to an end-user, the method comprising: storing actions initiated by the end-user in a contextual database, the actions characterizing an end-user session with a first software application, the session being opened from a first data processing device of the end-user; receiving a request for assistance from the first data processing device; retrieving, with a server side of an assistance service application, all entries performed by the end-user that have not been processed or transmitted to the first software application; sending a request for assistance assignment from the server side of the assistance service application to a client side of the assistance service application; receiving an acceptance of assistance assignment in the server side of the assistance service application from the client side of the assistance service application; in response to receiving the acceptance of assistance assignment, sending the retrieved entries from the server side of the assistance service application to the client side of the assistance service application; in response to receiving the request for assistance from the first data processing device, establishing a communication channel between the first data processing device and a second data processing device of the agent by configuring a tunnel between a server side of a desktop sharing application on the second data processing device and a client side of the desktop sharing application on the first data processing device; duplicating the end-user session on the second data processing device based on the stored actions in the contextual database by opening a clone of the end-user session with a second software application on a third data processing device; and displaying the duplicated end-user session on the first data processing device with the desktop sharing application, wherein the server side of the assistance service application is located remotely from the first data processing device and the client side of the assistance service application is located on the second data processing device.