TECHNIQUE FOR OBTAINING INFORMATION AND SERVICES OVER A COMMUNICATION NETWORK

摘要

In a communications arrangement, a computer user accesses a server system to seek customer service over the World Wide Web (WWW). The server system assigns a customer service agent (CSA) to communicate with the user t o realize the customer service. In a customer service session, the user and CS A may collaboratively browse hypertext markup language (HTML) documents at differe nt uniform resource locators (URLs) to obtain relevant information. However, in accordance with the invention, the version of each document presented to the user may be different from that presented to the CSA. In particular, the CSA version contains proprietary information which is excluded from the user version.