WO2013105102A1

WO2013105102A1 - A computer implemented system and method for assisting website users.

Info

Publication number: WO2013105102A1
Application number: PCT/IN2012/000298
Authority: WO
Inventors: Mandar Agashe
Original assignee: Mandar Agashe
Priority date: 2012-01-10
Filing date: 2012-04-24
Publication date: 2013-07-18

Abstract

A system and method for assisting website users have been disclosed. The system includes an interactive device storing the complete instruction set and processing logic necessary for implementing a website. The system includes extraction means adapted to extract at least configuration information and information corresponding to mouse click(s) performed by said user on the website implemented by the interactive device. The system also includes assistance means which is configured to remotely implement the website being implemented by the interactive device. The system further includes synchronizing means adapted to synchronize the standalone website implemented at the assistance means with said configuration information and information corresponding to the mouse click(s) and create a synchronized link between the website implemented by assisting means and website implemented by interactive device. The system includes transferring means configured to at least partially transfer control of the website executed on the interactive device to assistance means.

Description

A COMPUTER IMPLEMENTED SYSTEM AND METHOD FOR

ASSISTING WEBSITE USERS.

FIELD OF DISCLOUSRE

The present disclosure relates to the field of executing websites on interactive devices. More particularly, the present disclosure relates to the field of assisting users in accessing and using websites.

BACKGROUND

The utilization of websites has increased tremendously in the last few years owing to the widespread reach of internet. Typically, a web site is a series of web pages related to one another in terms of the contents they display. Conventionally, a web site is hosted on a web server and the web server is made accessible via a network such as the 'internet' through an internet address known as Universal Resource Locator (URL).

In a typical scenario, a user logs onto the website and performs the necessary operations through the user interface of the web site. Since the user performs all the tasks corresponding to the web site through the user interface of the website, the manner in which the elements are laid out/presented on the user interface plays an important role. Moreover, for users the speed and efficiency in terms of execution of the website is also a major concern.

Prior art systems providing interactive voice based support to website users always functioned in online mode using large network bandwidth and were not configured for functioning using the phenomenon of packet data transfer, i.e. these system always needed to remain connected to the internet and also required high network bandwidth for the purpose of implementing the desired functions. In case of the prior art systems for providing interactive voice based support to website users, the website is typically loaded onto a server and the server is made accessible to client computers. Since the website, in case of the prior art systems works as per the conventional client server model, it typically necessitates transfer of data between the client devices on which the website is implemented and the server on which the website actually resides, and such a transfer of data between the server and the server warrants availability of internet connection with larger bandwidths. The non-availability of large network bandwidths or congestion in the computer network paves the way for slower implementation of the website on client side. Moreover, due to the limitations associated with data transfer rates of the conventional client-server architecture, the features provided on these web sites, such as the clarity of the displayed icons, quality of the user interface, ability to stream high definition videos and the like are typically compromised with.

Further, in case of prior art systems for providing interactive voice based support, the user requesting for assistance in using a website was required to stay connected with the internet. Since websites in case of the prior art systems are loaded onto remote servers, the user has to wait until the entire website is loaded onto his/her computer from the remote server, before requesting for assistance. Additionally, the user in order to obtain assistance needs to be constantly connected to the internet and any failure in the internet connection would mean that the user is unable to obtain the desired help. In case of in case of prior art systems for providing interactive voice based support, the executive providing voice assistance to the user is also required to be constantly connected to the internet. Any failure in the internet connection on the part of the executive will mean that the user will be unable to obtain the desired help.

In case of prior art systems for providing interactive voice based support, both the user and the customer support executive assisting the user are required to be continuously connected to the internet. The user and the customer support executive will be remotely accessing the concerned \vebsite on their respective computers. The computers of the user and the support executive are not in sync and typically the user is required to wait for receiving the assistance until the customer support executive remotely accesses the concerned website. If either of the system is unable to get the access to the internet, the user will not be able to obtain the desired assistance.

United States Patent Application 20080259155 discloses a system and method for assisting customers through online commercial transactions utilizing a mix of live and pre-recorded video/ text presentations and interactions. Assistance to the customers is provided by embedding an object such as a small pop-up video frame in the web browser, which is visible to the customers. The customers can interact with the operators using various modes like pushing a button for raising a request to talk to an operator, having a video chat with the operator or the operator may initiate an interaction in the event that an error flag is raised, for instance due to an incorrect entry in an HTML form. The system envisaged by this Patent Application works as per the conventional client-server model and requires the customers to be continuously connected to the internet.

United States Patent Application 20080103913 discloses a guided sales system, wherein the guided sales system may be implemented on a self-service kiosk in a store or on a store's website. In accordance with this patent application, the sales associates are required to login to get access to the corporate information, sales data and other information. The sales associates gather a customer's desires and needs by interacting with them and by collating their responses. This patent application provides a software application in which the sales associate can enter the customer responses and retrieve a product matching the customer response. The software application also provides customers the interface to visualize the relative size of the product to the room size and/or the placement of the product in various, locations. The system envisaged by this Patent Application works as per the conventional client-server model and requires the customers to be continuously connected to the internet.

United States Patent Application 20030053615 discloses a customer relationship management system which uses customer interaction information (e.g., shopping cart content, sequence of pages visited) to present to the customer an icon or window offering help relevant to the current context. The help may be totally computer-controlled or offered via means of a chat with a live customer support representative (CSR). The system proposed by this patent application employs a decision sever which receives a customer's current web session information and using his/her profile information to determine if help should be offered to the customer. If the decision server determines that help should be provided then the customer is asked if he would like live assistance from a CSR or automated assistance from the web server. If the customer avails the live assistance then the CSR can interact with that customer using one of the three modes including (1) voice conversation; (2) text chat; and (3) "escorted" or "collaborative" web browsing. The Voice conversation may be established via a standard telephone line (PSTN) or over the data network (e.g., Internet phone, Voice over IP or VoIP). The system envisaged by this Patent Application works as per the conventional client-server model and requires the customers to be continuously connected to the internet.

WIPO Patent Application WO2002027601 discloses a method for providing online sales support during a sales session between an e-commerce vendor and an online shopper. The system envisaged by this patent application supports shoppers in finding or selecting a product on a vendor's webpage by selecting a help or interaction request icon on the webpage. The icon raises the interaction request to connect the shoppers to a customer interaction center to receive sales support and other assistance. The interaction request is given to a routing engine, which prioritizes it and assigns the request to either a customer service representative or an automated service representative. The system envisaged by this patent application employs a product decision tool, which accepts information on the product, a shopper's desires, session variables, or cookie information and product questionnaire that is filled by the shopper. On accepting these inputs, the product decision tool queries or searches a product database to locate matching products and presents the results to the shopper. The system envisaged by this Patent Application works as per the conventional client-server model and requires the customers to be continuously connected to the internet.

United States Patent Application 20030167195 discloses a system and method for identifying and selectively serving and/or marketing products or services to key website visitors based on customer prioritization mechanism. The system proposed by this patent application monitors user interactions with the Web Site and accordingly assigns users with 'Quality Points', in order to prioritize customers. These quality points, the number of online users and the number of appropriately skilled Customer Service Representatives (CSR) are used to determine if a user receives an offer of customer service and the type, quality and level of service he receives if he accepts the service offer. When a user accesses a website deploying the system proposed by this patent application and initiates a new access, a unique session ID is assigned and the subsequent user activity is tracked using the session ID using login identifier, cookies, Internet Protocol (IP) address. Further, Quality points are assigned to the user based on the events taking place on the Web page that the user is interacting with (e.g. User has added a product to the shopping cart, User is idle) and details of the Web page that the user is accessing (e.g. "Page Priority ID", "Page Category"). The system envisaged by this Patent Application works as per the conventional client-server model and requires the customers to be continuously connected to the internet.

WIPO Patent Application WO20000411 18 discloses a system and method whereby a customer service representative of a company can initiate communications over an electronic network with a customer browsing an e-commerce web site of that company. The customer service representative proposed by this patent application interacts with the customers at the time of checkout of a product. On sensing a customer click at the checkout button the representative proactively guides the customer through the payment process, answers questions on products and financial aspects of the transaction, helps in completion of HTML forms, finds a specific page, and finally signs off the customer on successful completion of the payment. The system envisaged by this Patent Application works as per the conventional client-server model and requires the customers to be continuously connected to the internet.

United States Patent Application 20010054064 discloses a method, system, and computer program product for on-line, live customer service over the World Wide Web (WWW) in realtime, wherein the customer service representatives include humans and/or automated agents such as a robotic interface. The system proposed by this patent application provides live customer service to only registered users when a service request is raised by a customer browser or browsing data tracking indicates that the customer needs service. The service request includes the browsing and profile data of the customer and opens a customer service window on the customer browser for interaction. The system envisaged by this Patent Application works as per the conventional client-server model and requires the customers to be continuously connected to the internet. The systems envisaged by the aforementioned Patent Applications work as per the conventional client-server model and require staying connected to the internet all the time and therefore can be operated in remote areas where the internet connection is intermittently available. These systems cannot be implemented in without being in constant connection with the internet.

Therefore, there is felt a need for a system that overcomes the aforementioned drawbacks. OBJECTS

Some of the objects of the present disclosure, which at least one embodiment herein satisfies are as follows:

It is an object of the present disclosure to provide a system that is easy to use and user friendly.

Yet another object of the present disclosure is to provide a system that does not necessitate continuous internet connection with high bandwidth for the implementation.

Still a further object of the present disclosure is to provide a system that can be implemented solely through a wireless GPRS network connection.

Another object of the present disclosure is to provide a system that is faster and efficient in terms of performance.

Yet another object of the present disclosure is to provide a system that provides a rich user interface having visual enhancements and high definition data.

Still a further object of the present disclosure is to provide a system that can be utilized in remote areas where the internet network is intermittently available.

Yet another object of the present disclosure is to provide a system that efficiently assists users in accessing and utilizing websites.

Another object of the present disclosure is to provide a system that does not necessitate transfer of web pages through any of the standard network transfer protocols such as HTTP and FTP. Other objects and advantages of the present disclosure will be more apparent from the following description when read in conjunction with the accompanying figures, which are not intended to limit the scope of the present disclosure.

SUMMARY

In accordance with the present disclosure, there is provided a computer implemented system for assisting website users. The system, in accordance with the present disclosure comprises:

• at least one interactive device adapted to implement a website, the interactive device comprising a memory module storing the instruction set and processing logic necessary for implementing the website;

• an update server communicating with the interactive device and adapted to update the website implemented by the interactive device at pre determined time intervals by transferring corresponding updates;

• extraction means adapted to extract at least configuration information and information corresponding to at least mouse click(s) performed by the user on the website implemented by the interactive device, in response to the user requesting for assistance in using the website implemented by the interactive device, the extraction means further adapted to convert extracted information into data packets;

• assistance means comprising:

o second memory module adapted to store at least the instruction set and processing logic corresponding to the website implemented by the interactive device;

o implementing means adapted to fetch the instruction .set and processing logic from the memory module, the implementing means further adapted to implement the corresponding website as a standalone website on the assistance means;

o receiving means adapted to receive the configuration information and the information corresponding to the mouse click(s) performed by the user on the website implemented by the interactive device; and o synchronizing means adapted to synchronize the standalone website implemented at the assistance means with the configuration information and the information corresponding to the mouse click(s), the synchronizing means adapted to create a synchronized link between the website implemented at the assisting means and the website implemented by the interactive device; and

• transferring means cooperating with the assistance means and the interactive device, the transferring means adapted to at least partially transfer the control of the website executed on the interactive device to the assistance means.

Typically, in accordance with the present disclosure, the system further includes voice assistance means adapted to selectively establish a real time audio connection between the user and a voice support executive for assisting the user in using the website implemented on the interactive device.

Typically, in accordance with the present disclosure, the interactive device is selected from the group consisting of a computer terminal, computerized kiosk, and GPRS enabled mobile phone.

Typically, in accordance with the present disclosure, the interactive device further includes a processor coupled to the memory module and adapted to execute the set of instructions and implement the website on the interactive device.

Typically, in accordance with the present disclosure, the implementing means further includes a second processor adapted to execute the set of instructions and the processing logic.

Typically, in accordance with the present disclosure, the interactive device further includes determining means adapted to determine whether the user selected at least one of the tradable items for purchase, the determining means further adapted to generate an alert and transmit the alert to the extraction means in the event that the user proceeds to make the payment for selected tradable item(s). Typically, in accordance with the present disclosure, the extraction means is further adapted to terminate the extraction of configuration information and the information corresponding to the mouse click(s) performed by the user on the website executed by the interactive device, in the event that it receives the alert from the determining means.

Typically, in accordance with the present disclosure, the assistance means is further adapted to generate a transaction code in the event that the user wishes to perform a monetary transaction, the assistance means further comprising a payment gateway adapted to process the transaction code and complete the monetary transaction in the event that the processing of transaction code is successful.

The present disclosure envisages a computer implemented method for assisting website users. The method, in accordance with the present disclosure includes the following computer- implemented steps:

• storing in a memory module of an interactive device, the instruction set and processing logic necessary for implementing a website;

• implementing the website on the interactive device, based on the instruction set and processing logic stored in the memory module;

• updating the website at pre determined time intervals by transferring corresponding updates to the interactive device;

• extracting at least configuration information corresponding to the website and information corresponding to at least the mouse click(s) performed by the user on the website implemented by the interactive device, in response to the user requesting for assistance in using the website;

• storing in a second memory module of an assistance means, at least the instruction set and processing logic necessary for implementing as a standalone website, the website being implemented by the interactive device;

• fetching the instruction set and processing logic from the second memory module, and implementing as a standalone website at the assistance means, the website being implemented by the interactive device; • receiving the configuration information and the information corresponding to the mouse click(s) performed by the user on the website implemented on the interactive device; and

• synchronizing the website implemented by the assistance means with the configuration information and the information corresponding to the mouse click(s), and creating a synchronized link between the website implemented at the assisting means and the website implemented by the interactive device; and

• at least partially transferring the control of the website executed on the interactive device to the assistance means.

Typically, in accordance with the present disclosure, the method further includes the following steps:

• determining whether the user wishes to perform a monetary transaction;

• generating an alert in the event that the user proceeds to make the payment corresponding to the monetary transaction; and

• terminating the extraction of configuration information and the information corresponding to mouse click(s) performed by the user on the website implemented by the interactive device, in response to the alert.

• generating a transaction code in the event that the user chooses to perform a monetary transaction; and

• processing the transaction code at a payment gateway and completing the monetary, in the event that processing of the transaction code is successful.

BRIEF DESCRIPTION OF THE ACCOMPANYING DRAWINGS

The computer implemented system and method for assisting website users will now be described with reference to the non-limiting, accompanying drawings, in which: FIGURE 1 illustrates a schematic of a computer implemented system for -assisting website users; and

FIGURE 2 and 2A illustrate a flowchart corresponding to a computer implemented method for assisting website users.

DETAILED DESCRIPTION OF THE ACCOMPANYING DRAWINGS

The system and method for assisting website users will now be described with reference to the accompanying drawings. The description and drawings do not limit the scope and ambit of the disclosure and are provided purely by way of example and illustration.

In order to overcome the drawbacks associated with the prior art systems for providing interactive voice based assistance to users, the present disclosure envisages a system and method, wherein a website to be implemented on an interactive device of the user is firstly, completely loaded on to the local memory module of the user- interactive device, rather than the website being implemented using the conventional client-server architecture. This way the website can be implemented on the interactive device without the necessity of the interactive device being connected to an active internet connection. Moreover, since the website is completely loaded onto the local memory module of the interactive device, the interactive device need not communicate with a remote server, as is the case with the prior art systems, for fetching the processing logic, application logic and instruction set necessary for the implementation of the website. Such a phenomenon abrogates the need for an active internet connection with higher bandwidth and also enables the website to be implemented with a rich set of features in terms of the performance as well as the aesthetic aspects, since the concerned website is completely loaded on the local memory module of the interactive device, rather than being downloaded over a network link from a remote server.

Further, the system and method envisaged by the present disclosure also provides voice based assistance to users. In accordance with a first embodiment of the present disclosure, a user logs on to an e-commerce website through an interactive device which is for example, a computer terminal or a GPRS enabled mobile phone or a computerized kiosk. The e-commerce website, unlike in the case of prior art systems, is completely loaded on to the local memory module of the interactive device thereby providing for the interactive device to function as a standalone system, i.e. without requiring continuous access to the internet.

Let us consider, for the sake of explanation that an e-commerce website is completely loaded onto the local memory module of the interactive device. The interactive device displays to the user a user interface which is configured to display, for example, the tradable items available for purchase. The user interface also enables the user to search for, browse through the tradable items. While browsing through or searching for the tradable items, if the user feels the need for assistance, he/she is required to click on a clickable button (help button) being displayed on the user interface. Subsequent to the user clicking the clickable button, the user's interactions with the user interface, i.e. the mouse click(s) performed by the user on the user interface of the website being implemented on the interactive device would be extracted from the user interface.

Firstly, since the interactive device is functioning without an internet connection of large bandwidths, the information corresponding to the user's interaction is typically transmitted in the form of data packets through the General Packet Radio Service (GPRS) network. Secondly, since the e-commerce website is completely loaded on to the local memory module of the interactive website, rather than being stored in a remote server, the e-commerce website provides a richer and faster browsing experience to the user. Thirdly, the interactive device functions without the necessity of a computer network and therefore can be utilized in remotely located areas where there is no availability of the computer network.

The assistance means is remotely located and adapted to provide interactive voice support to the user. The assistance means is also completely loaded with the instruction set and processing logic corresponding to e-commerce website being implemented on the user-interactive device. The assistance means receives and synchronizes the information pertaining to user's interaction with the user interface of the e-commerce website being implemented on the interactive device, i.e., the mouse click(s) performed by the user on the user interface of the website displayed on the user-interactive device. The synchronization is performed in order to track user's exact preferences and requirements in respect of the tradable items. In accordance with this embodiment, the synchronization is performed with respect to the e-commerce web site completely loaded onto the assistance means, thereby reproducing at the assistance means, the user's interactions with the user interface of the website being implemented on the interactive device. Since the e-commerce website is completely loaded onto the memory module of the assistance means, it does not require an active network connection with high bandwidths for communicating with the interactive device, and for the purposes of synchronization a GPRS connection can be utilized. The assistance means further includes voice assisting means adapted to provide voice based assistance to the users based on the synchronization of the user's actions. The voice assisting means can be, for example, an automated voice response system or can be manned by a voice support executive. However, it is to be understood that the system envisaged by present disclosure is not restricted to implementing an e-commerce website or providing voice based support only corresponding to e- commerce websites. With suitable adaptations, the system of the present disclosure can be implemented on any of the websites. For example, the system of the present disclosure can be adapted to work in combination with a web site that facilitates purchasing of travel plans.

In accordance with the present disclosure, the user interface of the e-commerce website displayed on the interactive device is adapted to provide high-quality visual experience to the users. Since the e-commerce website is completely loaded onto the interactive device, the implementation of the e-commerce website does not necessitate the presence of a computer network with higher bandwidths. Therefore, the interactive device loaded with the e-commerce website can be utilized even in remote areas, where there could be no computer network access available, for facilitating electronic commerce. Moreover, the interactive device need not be connected to a computer network all the time, and for the purpose of communications, wireless GPRS connection could be utilized. Since the e-commerce website is completely loaded onto the interactive device and since it does not require to be connected to the internet for the purpose of implementation, the e-commerce website can be implemented with variety of features that conventional client-server model based websites cannot provide. For example, the e-commerce website is provided with high value pixels which enhance the quality and the look of the e- commerce website. The e-commerce website can also be displayed on the user interface in high definition (HD). The performance and the execution of the e-commerce website is also faster, since it is completely loaded on to the local memory module of the interactive device on which it is to be implemented. The e-commerce website also does not involve the transmission delays incurred in procuring the data/information to and from a remote server over a network connection.

Those skilled in the art would recognize that implementing a website as per the client server model, wherein the information/data and the application logic corresponding to the website is stored at the server and the client devices are required to access the server for the purpose of implementing and displaying the website available on the server, paves the way for application errors, slow data transfer rates and unauthorized access by third parties.

The system, method and computer program product envisaged by the present disclosure are explained using an e-commerce website as the example. The system, method and computer program product envisaged by the present disclosure are not restricted to implementing only an e-commerce website. Those skilled in the art will readily understand that the system, method and computer program product cab be suitably adapted to implement any other website designated to offer services other than electronic commerce. Those skilled in the art will also understand that the disclosure is not restricted to the details used in the embodiments.

Referring to the accompanying drawings, FIGURE 1 illustrates a schematic of a computer implemented system 100 for assisting website users. The system 100, in accordance with the present disclosure includes an interactive device 10 selected from the group consisting of a GPRS enabled mobile phone, a computer terminal or a computerized kiosk. The interactive device 10 is loaded with the complete instruction set, processing logic and the application logic necessary to implement the corresponding website. The interactive device 10 includes a memory module 10A adapted to store the instruction set, application logic and processing logic corresponding to the implementation of the website. The memory module 10A is contained in the interactive device 10.

The interactive device 10 further includes a processor denoted by 10B adapted to retrieve and execute at least the instruction set, application logic and processing logic corresponding to the implementation of the concerned website which could be, for example, an e-commerce website. The interactive device 10 includes first display means IOC cooperating with the processor and adapted to display a user interface corresponding to the website. It is possible with necessary adaptations to make the user interface display any other elements, for example travel plans, for the purpose of selling them to the users.

The user interface, in accordance with the present disclosure comprises a clickable button also referred to as 'help button'. The clickable button is configured to enable the users to request for assistance with respect to accessing and using the website (in this case the e-commerce website) completely loaded onto the interactive device 10. The system 100 further includes detecting means denoted by the reference numeral 12 and. adapted to detect the event of a user requesting for assistance by clicking the clickable button. In the event that the user clicks on the clickable button, thereby requesting for assistance, the detecting means generates a trigger and transmits the trigger to extraction means denoted by the reference numeral 14.

The extraction means 14 is adapted to be responsive to the trigger generated by the detecting means 12. Subsequent to receiving the trigger from the detecting means 12, the extraction means accesses the user interface of the website being implemented by the interactive device 10 and extracts from the user interface, at least the configuration information corresponding to the website loaded on the interactive device 10, and the interactions of the user with the website loaded on the interactive device 10, i.e. at least the mouse click(s) performed by the user while accessing the website. For example, after logging in, the user could have navigated between various product/service listings, the user might have viewed several tradable items and their corresponding description, similarly the user could have expressed his/her interest in buying some of the displayed tradable items, and the user could have moved his /her mouse pointer over some of the listed tradable items; The extraction means 14, extracts the information corresponding to the mouse clicks that enabled the user to perform the aforementioned activities, in addition to the information corresponding to the here mentioned activities, the extraction means 14 extracts the configuration information corresponding to the website being implemented on the interactive device 10. For example, the configuration information could include information about the language in which the website is implemented on the interactive device 10. The extraction means 14 extracts the configuration information and the information corresponding to at least the mouse clicks performed by the user and subsequently converts the extracted information into data packets and transmits the extracted information over a GPRS network to assistance means 16.

The assistance means 16 also holds a copy of the instruction set, processing logic and application logic corresponding to the website being executed on the interactive device 10. The assistance means 16 is adapted to communicate with the interactive device 10 through the GPRS network. The assistance means 16 includes a second memory module 16A which is adapted to store the instruction set, application logic and processing logic corresponding to the website being implemented on the interactive device 10. The instruction set, application logic and processing logic are stored in the second memory module 16A in order to facilitate implementation of the concerned website. The instruction set, processing logic and application logic stored in the second memory module 16A are retrieved by the implementing means 18. The second memory module 16A is local to the assistance means 16. The implementing means 18 further includes a second processor 18A adapted to execute the instruction set, application logic and processing logic corresponding to the implementation of the website, which, for example is the e-commerce website. The implementing means 18 is adapted to implement the concerned website as a standalone website on the assistance means 16. The assistance means 16 includes second display means (not shown in figures) adapted to display the website being implemented by the implementing means 18. The implementation of the website implemented by the implementing means 18 is restricted to the assistance means 16.

The assistance means 16 further includes receiving means denoted by the reference numeral 20. The receiving means 20 is adapted to receive from the extraction means 12, through a GPRS network, the configuration information and the information corresponding to the mouse click(s) performed by the user on the website implemented on the interactive device 10. The receiving means 20 receives the data packets corresponding to the configuration information and the information corresponding to the mouse click(s) performed by the user on the website implemented on the interactive device 10, and subsequently transmits the received data packets to synchronizing means 22. In accordance with the present disclosure, the data packets received at the receiving means 20 are firstly processed by the synchronizing means 22. The information contained in the received data packets are utilized by the synchronizing means 22 to reproduce on the assistance means 16, the user's interactions (at least the mouse clicks) with the user interface of the website displayed on the interactive device 10. The information extracted from the user interface, by the extraction means 12 includes information corresponding to the operations/interactions performed by the user on the user interface. For example, the information extracted from the user interface includes information corresponding to at least the mouse click(s) performed by the user while accessing the website stored in the interactive device 10. For example, the user could have performed mouse click(s) to view the tradable items, to view the categories of tradable items, to select one or more tradable items and the like. Such information is transmitted in the form of data packets from the extraction means 12 to the assistance means 16. The data packets are transmitted typically through the GPRS network, thereby avoiding the necessity of a computer network offering large bandwidths. The received data packets containing the aforementioned information are then processed at the synchronizing means 22. The information contained in the received data packets is utilized to reproduce/synchronize on the assistance 16, the actions/interactions performed by the user on the user interface of the website implemented by the interactive device 10. The assistance means 16 is also adapted to implement the concerned website as a standalone website. The user's interactions, typically the mouse click(s) received in the form of data packets are synchronized onto the website being implemented on the assistance means 16.

In accordance with the present disclosure, the interactions of the user with the user interface of the website implemented on the interactive device 10 are reproduced by the way of synchronization on the assistance means 16. The system 100 further includes transferring means denoted by the reference numeral 24 and adapted to at least partially transfer the control of the website executed on the interactive device 10 to the assistance means 16 so that the user could be remotely guided towards utilizing the website loaded on the interactive device 10.

The system 100 further includes voice assistance means 26, which is typically manned by a voice support executive who after viewing the interactions of the user synchronized and being displayed on the implementing means 18 can choose to establish a voice call through the audio network in order to guide the user in using the e-commerce website pre-loaded in the interactive device 10.

In accordance with the present disclosure, the interactive device 10 further includes customizing means denoted by the reference numeral 10E. The customizing means 10E cooperates with the user interface of the interactive device 10. The user interface 10 of the user interactive device enables the user to change at least the display pattern of the user interface according to his/her preferences. For example, if a user wishes to view only the grocery items available on the tradable items list of the user interface or the user can choose to view only the grocery items available for purchase, on the user interface of the interactive device 10. The customizing means 10E captures the user's preferences in terms of at least the display pattern of the user interface. For example, the user interface enables users to; for example, customize the listing of the tradable items available for sale. A particular user can choose to view only the grocery items on the user interface of the interactive device 10. Another user might choose to view only the books available for sale. In such conditions, the users' actions, typically mouse clicks corresponding to customizing the view of the user-interface are captured by the customizing means 10E. The customizing means 10E transmits the captured user actions corresponding to the customization of the e-commerce website, to an update server denoted by the reference numeral 30. The. update server 30 retrieves from its local storage the data/information, instruction set and application logic necessary to implement the customizations required by the users. Subsequently, the update server 30 transmits the retrieved data/information, instruction set and application logic, in the form of data packets, to the customizing means 10E. The customizing means 10E cooperates with the user-interface of the e-commerce website and incorporates the received data/information corresponding to the customizations preferred by the user, onto the user-interface of the interactive device 10. Subsequently, the user-interface customized according to user's preferences is displayed on the interactive device 10.

In accordance with the present disclosure, the interactive device 10 further includes determining means denoted by the reference numeral 26. The determining means 26 determines whether the user selected at least one of the tradable items for purchase from the user interface of the interactive device 10. In the event that the user selects a tradable item(s) and proceeds to make the payment for the selected tradable item(s), the determining means recognizes such an event and generates an alert. The alert is transmitted to the extracting means 12 which subsequent to receiving the alert terminates the extraction of the information corresponding to user's interaction(s) with the user-interface displayed on the interactive device 10. The extraction of the information corresponding to the user's interactions with the user interface is terminated as soon as the user selects at least one tradable item for purchase and proceeds to pay for the selected tradable item. This function is implemented in order to ensure the security of the sensitive data such as the credit card/debit card information, bank account details and the like.

In accordance with another aspect of the present disclosure, the assistance means 16 is further adapted to generate a transaction code in the event that the user wishes to perform any monetary transaction. The transaction code generated by the remote help center is transmitted to the interactive device 10 and displayed on the user interface. When the user keys-in the displayed transaction code, the entered transaction code is transmitted from the interactive device 10 to the assistance means 16 through the GPRS network, in the form of a data packet. At the assistance means 16, the received transaction code is processed by the second processor, and in the event that the received transaction code is the same as the transaction code transmitted earlier to the interactive device 10, the processing of the transaction code is deemed to be successful. Subsequently, the user is provided with access to the payment gateway 26, through which the monetary transactions can be completed.

Referring to FIGURE 2 and FIGURE 2A, there is shown a flowchart corresponding to the method of assisting website users. The method, in accordance with the present disclosure includes the following computer implemented steps:

• storing in a memory module of an interactive device, the instruction set and processing logic necessary for implementing a website 200;

• implementing the website on the interactive device, based on the instruction set and processing logic stored in the memory module 202;

• updating the website at pre determined time intervals by transferring corresponding updates to the interactive device 204; • extracting at least configuration information corresponding to the website and information corresponding to at least the mouse click(s) performed by the user on the website implemented by the interactive device, in response to the user requesting for assistance in using the website 206;

• storing in a second memory module of an assistance means, at least the instruction set and processing logic necessary for implementing as a standalone website, the website being implemented by the interactive device 208;

• fetching the instruction set and processing logic from the second memory module, and implementing as a standalone website at the assistance means, the website being implemented by the interactive device 210;

• receiving the configuration information and the information corresponding to the mouse click(s) performed by the user on the website implemented on the interactive device 212;

• synchronizing the website implemented by the assistance means with the configuration information and the information corresponding to the mouse click(s), and creating a synchronized link between the website implemented at the assisting means and the website implemented by the interactive device 214; and

• at least partially transferring the control of the website executed on the interactive device to the assistance means 216.

The method, in accordance with the present disclosure further includes the following steps:

• determining whether the user wishes to perform a monetary transaction;

• generating a transaction code in the event that the user chooses to perform a monetary transaction; and • processing the transaction code at a payment gateway and completing the monetary, in the event that processing of the transaction code is successful.

TECHNICAL ADVANTAGES

The technical advancements of the present disclosure include the following:

• providing a system that is easy to use and user friendly;

• providing a system that does not necessitate continuous internet connection with high bandwidth for the implementation;

• providing a system that can be implemented solely through a wireless GPRS network connection;

• providing a system that is faster and efficient in terms of performance;

• providing a system that provides a rich user interface having visual enhancements and high definition data;

• providing a system that can be utilized in remote areas where the internet network is intermittently available;

• providing a system that efficiently assists users in accessing and utilizing websites; and

• providing a system that does not necessitate transfer of web pages through any of the standard network transfer protocols such as HTTP and FTP.

Throughout this specification the word "comprise", or variations such as "comprises" or "comprising", will be understood to imply the inclusion of a stated element, integer or step, or group of elements, integers or steps, but not the exclusion of any other element, integer or step, or group of elements, integers or steps. The use of the expression "at least" or "at least one" suggests the use of one or more elements or ingredients or quantities, as the use may be in the embodiment of the invention to achieve one or more of the desired objects or results.

Any discussion of documents, acts, materials, devices, articles or the like that has been included in this specification is solely for the purpose of providing a context for the invention. It is not to be taken as an admission that any or all of these matters form part of the prior art base or were common general knowledge in the field relevant to the invention as it existed anywhere before the priority date of this application.

While considerable emphasis has been placed herein on the particular features of this invention, it will be appreciated that various modifications can be made, and that many changes can be made in the preferred embodiment without departing from the principles of the invention. These and other modifications in the nature of the invention or the preferred embodiments will be apparent to those skilled in the art from the disclosure herein, whereby it is to be distinctly understood that the foregoing descriptive matter is to be interpreted merely as illustrative of the invention and not as a limitation.

Claims

Claims:

1. A computer implemented system for assisting website users, said system comprising:

• at least one interactive device adapted to implement a website, said interactive device comprising a memory module storing the instruction set and processing logic necessary for implementing said website;

• an update server communicating with said interactive device and adapted to update the website implemented by said interactive device at pre determined time intervals by transferring corresponding updates;

• extraction means adapted to extract at least configuration information and information corresponding to at least mouse click(s) performed by said user on the website implemented by said interactive device, in response to said user requesting for assistance in using the website implemented by said interactive device, said extraction means further adapted to convert extracted information into data packets;

• assistance means comprising:

o second memory module adapted to store at least the instruction set and processing logic corresponding to the website implemented by said interactive device;

o implementing means adapted to fetch the instruction set and processing logic from said memory module, said implementing means further adapted to implement the corresponding website as a standalone website on said assistance means;

o receiving means adapted to receive the configuration information and the information corresponding to the mouse click(s) performed by said user on the website implemented by said interactive device; and o synchronizing means adapted to synchronize the standalone website implemented at said assistance means with said configuration information and said information corresponding to the mouse click(s), said synchronizing means adapted to create a synchronized link between the website implemented at said assisting means and the website implemented by said interactive device; and

• transferring means cooperating with said assistance means and said interactive device, said transferring means adapted to at least partially transfer the control of the website executed on said interactive device to said assistance means.

2. The system as claimed in claim 1, wherein said system further includes voice assistance means adapted to selectively establish a real time audio connection between said user and a voice support executive for assisting said user in using the website implemented on said interactive device.

3. The computer implemented system as claimed in claim 1, wherein said interactive device is selected from the group consisting of a computer terminal, computerized kiosk, and GPRS enabled mobile phone.

4. The computer implemented system as claimed in claim 1, wherein said interactive device further includes a processor coupled to said memory module and adapted to execute said set of instructions and implement said website on said interactive device.

5. The computer implemented system as claimed in claim 1, wherein said implementing means further includes a second processor adapted to execute said set of instructions and said processing logic.

6. The computer implemented system as claimed in claim 1, wherein said interactive device further includes determining means adapted to determine whether the user selected at least one of the tradable items for purchase, said determining means further adapted to generate an alert and transmit said alert to said extraction means in the event that the user proceeds to make the payment for selected tradable item(s).

7. The computer implemented system as claimed in claim 1, wherein said extraction means is further adapted to terminate the extraction of configuration information and the information corresponding to the mouse click(s) performed by said user on the website executed by said interactive device, in the event that it receives said alert from said determining means.

8. The computer implemented system as claimed in claim 1, wherein said assistance means is further adapted to generate a transaction code in the event that the user wishes to perform a monetary transaction, said assistance means further comprising a payment gateway adapted to process said transaction code and complete the monetary transaction in the event that the processing of transaction code is successful.

9. A computer implemented method for assisting website users, said method comprising the following computer-implemented steps :

• stroing in a memory module of an interactive device, the instruction set and processing logic necessary for implementing a website;

• implementing said website on said interactive device, based on the instruction set and processing logic stored in said memory module;

• updating said website at pre determined time intervals by transferring corresponding updates to said interactive device;

• extracting at least configuration information corresponding to said website and information corresponding to at least the mouse click(s) performed by said user on the website implemented by said interactive device, in response to said user requesting for assistance in using said website;

• storing in a second memory module of an assistance means, at least the instruction set and processing logic necessary for implementing as a standalone website, the website being implemented by said interactive device;

• fetching the instruction set and processing logic from said second memory module, and implementing as a standalone website at said assistance means, the website being implemented by said interactive device; • receiving the configuration information and the information corresponding to the mouse click(s) performed by said user on the website implemented on said interactive device; and

• synchronizing the website implemented by said assistance means with said configuration information and said information corresponding to the mouse click(s), and creating a synchronized link between the website implemented at said assisting means and the website implemented by said interactive device; and

• at least partially transferring the control of the website executed on said interactive device to said assistance means.

10. The computer implemented method as claimed in claim 9, wherein the method further includes the steps of:

• determining whether the user wishes to perform a monetary transaction;

• terminating the extraction of configuration information and the information corresponding to mouse click(s) performed by said user on the website implemented by said interactive device, in response to said alert.

11. The computer implemented method as claimed in claim 9, wherein the method further includes the steps of:

• processing said transaction code at a payment gateway and completing the monetary, in the event that processing of said transaction code is successful.