A METHOD AND APPARATUS FOR NETWORK BASED CUSTOMER SERVICE

摘要

A method and apparatus for a network (120) based customer (110) service is provided. In response to a client requesting help, a menu including three levels of interaction is displayed. One level of interaction is self-help searching in a database (140) of information. A second level of interaction is synchronous help, requesting help and receiving a reply. The third level of interaction is synchronous help, interaction with an advisor (130). If the client selects synchronous help, the method includes the steps of alerting the advisor and displaying a list of previously visited sites (150) by the client to the advisor. The synchronous help method further includes providing a synchronized display between the client and the advisor, such that the advisor sees an identical display to the client.