Appeal No. 2004-1095
Application No. 09/457,608
10, line 2) that the Self Help Server (SHS) submits the query to
various databases and if an answer is found, the SHS displays the
answer to the customer. Busey states (column 10, lines 23-25)
that if a customer is not satisfied with the results of the
database search, "the customer is given the opportunity to
request agent assistance." In other words, Busey queries
databases, disp lays the result to the customer, and then the
customer contacts a live agent. Thus, part (c) of claim 1 and
the last part of claim 10, in which the match is provided to the
live agent for use in answering the query are not disclosed by
Busey. Since Busey does not disclose every element of claims 1
and 10, we cannot sustain the anticipation rejection of claims 1
and 10 nor of their dependents, claims 2 through 9 and 11 through
18.
5
Page: Previous 1 2 3 4 5 6 7 Next
Last modified: November 3, 2007