Appeal No. 2006-2184
Application No. 09/819,427
Regarding independent claims 1, 11, 21, and 31, the examiner's rejection
essentially finds that Dedrick teaches a customer support system and method
with every claimed feature except for (1) the customer information including
information as to products that the customer uses, and (2) identifying customer
support information specifically relevant to products that the customer uses. The
examiner cites Sullivan as disclosing such features and finds that it would have
been obvious to one of ordinary skill in the art at the time of the invention to
include such features in Dedrick to provide online technical support services for
problems that customers encounter as they use their products [answer, pages 3-
7].
Appellants argue that Dedrick does not disclose providing customer
support to the user, but instead teaches customizing advertisements that are
provided to end users [brief, pages 10 and 14]. The examiner responds that
Dedrick presents customized electronic information to the user, and Sullivan
teaches providing customer support information [answer, page 14].
Appellants also argue that Dedrick does not disclose evaluating customer
information in a profile and presenting such information to the user in a
personalized web page as claimed [brief, page 10]. According to appellants,
Dedrick simply does not teach or suggest presenting a personalized web page to
the user. Rather, electronic information is forwarded to a client interface via a
content adapter that adapts the information to the user’s personal tastes and
presents the information to the user without a personalized web page [brief,
6
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