Mark:

OLH TEK SYSTEMS

Status Date:

10-14-2004

Registration Number:

N/A

Goods and Services:

Develop and Supply On Line Help (OLH) Software and related tools for the usage of the IT departments of Web Sites; OLH software will a) allow the subject matter experts (SME) of the IT department to view the questions from the site visitors and submit relevant answers instantaneously; b) Provide conferencing feature to allow multiple participants to access a broadcast from the web team and submit responses; c) Allow supervisors to view the conversation status of each SME and be able to perform administrative tasks d) Record all interactions into a database; OLH Software utility will perform the following key functions 1;) For the Site Visitor a) Access the web site using any Internet browser and select an available SME to ask questions b) Enter questions into a form field on the browser and view responses or c) Directly Search for an answer in the web site knowledge base repository d) Participate in a conference call using the browser interface 2;) For Subject Matter Experts (SME) a) Provide custom windows based login interface b) View the questions from each participant and be able to key in answers c) OLH utility will keep track of the keystrokes from the site visitor, automatically filter and present the best resource links from the knowledge base to the SME d) Store all interactions between the SME and the site visitor into the database tables for future reviews by the supervisor; e) Schedule new conference calls and allocate participants A completed question answer session forms the basis of an entity called "Conversation" which is automatically added to the supervisor's workflow flow process for review and subsequent addition into the knowledge base; For Site Supervisors a) View all the currently active staff members and their corresponding online participants b) Be able to override any staff members session and take control of the interaction with the site visitor; c) Access previously completed conversations as part of the automated workflow and make appropriate changes d) Store conversations into the knowledge base for future retrievals

Class:

Scientific

Published for Opposition Date:

N/A

Mark Drawing Status:

Typed Drawing

Business Name:

APT 325