Enhanced multi-tab co-browsing between one or more operators and one or more visitors

Inventors

Paniagua, Carlos • Nomme, Madis • Rodas, David • Sharifi, Mehrbod • Dipietro, Justin • Michaeli, Daniel

Assignees

Glia Technologies Inc

Abstract

Apparatuses, computer readable mediums, and methods of co-browsing between a visitor and an operator are disclosed. The method may include on a condition that an event associated with a tab is received, handling the event. The method may include on a condition of receiving a user interface event or a webpage data update from the visitor, handling the user interface event or received webpage data update. Another method may include on a condition of an operator becoming active, sending webpage data regarding an active tab for visitors. The method may include receiving a webpage data update associated with the active tab from a first visitor. The method may include storing the webpage data update based on the first visitor and the active tab. The method may include sending an indication of the webpage data update to the operator with an indication of the active tab and of the first visitor.

Core Innovation

The invention provides a computer based method for observing and engaging with a website visitor in a collaborative manner through co-browsing between an operator and the website visitor. A web-based server receives, by a processor, a list of active visitors to a web application over a communications interface, where the list comprises information about the active visitors stored in a database, and identifies the website visitor based on the information. The method captures one or more user interface (UI) events entered by the website visitor into a first web application interface by determining changes to a document object model (DOM) of the web application and is transparent to the website visitor.

The method transmits, by the processor, the identity of the website visitor, the information, and the one or more UI events to a second web application interface of an operator by providing at least the determined changes to the DOM of the web application. This enables the operator to observe the one or more UI events, while the website visitor interacts with the web application through the first web application interface. The processor initiates a co-browsing session between the operator and the website visitor such that both parties interact with the web application in a collaborative manner.

Claims Coverage

The document contains two independent claims, a computer based method and a web-based server, each defining the same core co-browsing workflow using active visitor identification, transparent DOM-change-based capture of UI events, transmission of visitor identity and UI events to an operator interface, and initiation of a co-browsing session for collaborative interaction.

Across the independent method and server claims, the inventive combination centers on identifying a specific website visitor from an active visitor list, capturing visitor UI events transparently by determining DOM changes in a first interface, and transmitting visitor identity and at least those DOM changes to an operator interface so the operator can observe UI events. Dependent claim refinements add request flow and sequencing, define the UI event set more specifically, and provide example categories of visitor information used for active visitor identification.

Stated Advantages

Documented Applications