Appeal No. 2004-1095
Application No. 09/457,608
Busey discloses (column 6, lines 45-63) that there are three
distinct subsystems, the Web Response Unit (WRU), WebACD and
Communications Interface Unit (CIU). "The WRU allows a customer
to obtain information independently, such as by querying a
database, compilation of Frequently Asked Questions (FAQ) or
other information source" (column 6, lines 51-54). If the
customer cannot obtain a satisfactory answer through the WRU,
then the customer may be connected to a live agent through the
WebACD. In other words, the WRU compares the query to queries
stored in a database and provides the results of the comparison
directly to the customer. It is only after receiving
unsatisfactory results that the customer has any contact with the
live agent.
Busey (column 9, lines 14-24) further explains the functions
of the WRU. In particular, Busey states (column 9, lines 14-15)
that the WRU "allows a customer to receive information in the
form of 'self-help.'" Busey explains that the customer is
provided with query mechanisms that do not require any assistance
from a human agent. Busey discloses (column 9, line 56-column
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