| 摘要 |
A method for providing online sales support during a sales session between an e-commerce vendor and an online shopper. The method include connecting a customer interaction center to the Internet. Presentation logic is provided to support a human customer service representative in finding products for the shopper in vendors' product databases. The method includes receiving a help request transmitted by the shopper. The presentation logic selects a mapping table from a plurality of mapping tables corresponding to generic product categories used by e-commerce vendors. The mapping table includes entries relating to product criteria that may be used by the vendor to specify their product. The presentation logic uses the mapping table and a product database table, each directed to the same product category selectable by the shopper, to create, populate with content, and push a product questionnaire having a series of Web pages. Each Web page has a customer input portion populated with information from the vendor-specific product database table and is adapted for querying the shopper for their criteria for selecting a product. The content of Web pages included in the questionnaire are determined by the fields of the generic mapping table having inputs with these fields corresponding to fields of the vendor-specific product database table. The vendor's product database is searched using the inputed criteria and the product matches are displayed to the shopper. |
