SYSTEM AND METHOD FOR PROVIDING DIRECT, CONTEXT-SENSITIVE CUSTOMER SUPPORT IN AN INTERACTIVE TELEVISION SYSTEM

摘要

In response to a customer pressing a specifically-designated button (106), the customer is placed in communication with a customer support center (118a-c) associated with the content currently being displayed by the customer's interactive television system. The interactive television system receives the request for customer support, identifies a support center associated with the content, and establishes a two-way communication channel between the support center and the customer. The two-way communication channel may support audio, video, text, and other data exchanges. The two-way communication channel may be used to transmit a copy of the current displayed content to the support center. The two-way communication channel may also be used to allow receive commands, such as key presses, mouse events, etc., from a support technician. The commands may be performed by the interactive television system as though they were initiated by the user.