Aspect Software, Incorporated

Concurrent Computer Corporation

Kirk L Somers

Phillip Gabler

Charles L Warner, Ii

Fred J Allegrezza

Szlam Aleksander

Thomas R Buiel

Ludwig Clifford Lewis, Ii

Robert C Gaydos, Jr

A video on demand (VOD) asset management system (). Content is moved within the VOD system in accordance with predetermined variables such that certain content, such as that which is in high demand, is located on a server () which is nearer to a subscriber (), and content which is in lesser demand is located on a server () which is more remote from the subscriber. Content may also be duplicated or moved within the system based upon other variables such as demographics of the subscriber, whether there is an advertising campaign for the content, and the age of the content.

Video on demand management system

The invention determines when an Internet browsing customer should be provided assistance by monitoring factors such as the customer profile saved at the server or in cookies, the time a customer spends on particular web pages, errors in forms submitted by the customer, web pages repeatedly viewed by a customer, and statistically established abandon points. When the invention determines a customer should be provided assistance, the invention reviews the availability and probability of availability of the customer service representatives (CSRs). If a CSR is available or predicted to be available, the customer is presented with a HELP option. If the customer does not respond to the HELP option within a predetermined time, the HELP option is removed. By dynamically determining the appropriate time to provide a HELP option and only providing the HELP option when a CSR is available, the invention proactively provides meaningful service at the critical time.

Dynamic help option for internet customers

Growing community of inventors

Alpharetta, GA, United States of America

Kirk L Somers