WO2004057473A1 - Procedes permettant de fournir une assistance technique sur des reseaux - Google Patents

Procedes permettant de fournir une assistance technique sur des reseaux Download PDF

Info

Publication number
WO2004057473A1
WO2004057473A1 PCT/IB2003/005529 IB0305529W WO2004057473A1 WO 2004057473 A1 WO2004057473 A1 WO 2004057473A1 IB 0305529 W IB0305529 W IB 0305529W WO 2004057473 A1 WO2004057473 A1 WO 2004057473A1
Authority
WO
WIPO (PCT)
Prior art keywords
human
user
computer
product
help
Prior art date
Application number
PCT/IB2003/005529
Other languages
English (en)
Other versions
WO2004057473B1 (fr
Inventor
W. Donald Matthews
Dejan Slokar
Original Assignee
Sos
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US10/462,417 external-priority patent/US20040049547A1/en
Application filed by Sos filed Critical Sos
Priority to JP2005502597A priority Critical patent/JP2006516061A/ja
Priority to AU2003283651A priority patent/AU2003283651A1/en
Priority to CA002511445A priority patent/CA2511445A1/fr
Priority to EP03775631A priority patent/EP1579325A1/fr
Publication of WO2004057473A1 publication Critical patent/WO2004057473A1/fr
Publication of WO2004057473B1 publication Critical patent/WO2004057473B1/fr

Links

Classifications

    • G—PHYSICS
    • G09—EDUCATION; CRYPTOGRAPHY; DISPLAY; ADVERTISING; SEALS
    • G09B—EDUCATIONAL OR DEMONSTRATION APPLIANCES; APPLIANCES FOR TEACHING, OR COMMUNICATING WITH, THE BLIND, DEAF OR MUTE; MODELS; PLANETARIA; GLOBES; MAPS; DIAGRAMS
    • G09B7/00—Electrically-operated teaching apparatus or devices working with questions and answers
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising

Landscapes

  • Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • Theoretical Computer Science (AREA)
  • Strategic Management (AREA)
  • Finance (AREA)
  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
  • Accounting & Taxation (AREA)
  • Development Economics (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Educational Administration (AREA)
  • Game Theory and Decision Science (AREA)
  • Educational Technology (AREA)
  • Economics (AREA)
  • Marketing (AREA)
  • General Business, Economics & Management (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Electrically Operated Instructional Devices (AREA)

Abstract

La présente invention concerne une solution technique permettant de fournir une assistance technique directe, de personne à personne, sur un réseau de télécommunication. L'invention concerne également des procédés servant à fournir des outils d'assistance technique, permettant, par exemple, à un client achetant un produit ou un service, d'exécuter un programme informatique sur un ordinateur pour envoyer une demande d'assistance acheminée de manière intelligente à un humain ayant des connaissances dans le domaine du produit ou du service fourni. Dans un procédé, un client introduit un support lisible par ordinateur associé à un produit dans un ordinateur. Un programme informatique sur le support lisible par ordinateur vérifie si les logiciels nécessaires sont présents dans l'ordinateur et, dans la négative, installe les logiciels nécessaires. Le programme peut ensuite directement établir une connexion sur un réseau, tel que le réseau Internet, avec un organisme d'assistance technique associé au produit ou au service fourni. Le support lisible par ordinateur peut contenir un renseignement relatif au produit ou au service fourni et/ou à la langue préférée du client du produit ou du service. La demande d'assistance peut être acheminée vers un assistant humain qui peut être assis à un dispositif informatique. Dans un procédé préféré, l'assistant humain reçoit la demande d'assistance et le client par le biais d'une liaison vidéo actualisée, personnelle, directe, comprenant la voix de l'assistant, et d'un signal vidéo comprenant l'image de l'assistant à l'ordinateur, transmis au client. L'assistant peut obtenir des renseignements préliminaires du client et fournir rapidement une assistance dans un environnement virtuel « face à face ». Lorsque le produit concerné est un produit informatique, l'assistant humain peut éventuellement avoir accès à l'écran de l'ordinateur du client et même manipuler l'écran pour illustrer les performances d'un logiciel donné.
PCT/IB2003/005529 2002-12-21 2003-10-31 Procedes permettant de fournir une assistance technique sur des reseaux WO2004057473A1 (fr)

Priority Applications (4)

Application Number Priority Date Filing Date Title
JP2005502597A JP2006516061A (ja) 2002-12-21 2003-10-31 ネットワークを介して技術サポートを提供するための方法
AU2003283651A AU2003283651A1 (en) 2002-12-21 2003-10-31 Methods for providing technical support over networks
CA002511445A CA2511445A1 (fr) 2002-12-21 2003-10-31 Procedes permettant de fournir une assistance technique sur des reseaux
EP03775631A EP1579325A1 (fr) 2002-12-21 2003-10-31 Procedes permettant de fournir une assistance technique sur des reseaux

Applications Claiming Priority (8)

Application Number Priority Date Filing Date Title
US32715202A 2002-12-21 2002-12-21
US32781202A 2002-12-21 2002-12-21
US10/327,812 2002-12-21
US10/327,152 2002-12-21
US10/462,417 US20040049547A1 (en) 2001-12-21 2003-06-16 Methods for providing information over networks responsive to digital device user requests
US10/462,455 US20040048233A1 (en) 2001-12-21 2003-06-16 Methods for providing information and providing student experience in providing information
US10/462,455 2003-06-16
US10/462,417 2003-06-16

Publications (2)

Publication Number Publication Date
WO2004057473A1 true WO2004057473A1 (fr) 2004-07-08
WO2004057473B1 WO2004057473B1 (fr) 2004-08-26

Family

ID=32686257

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/IB2003/005529 WO2004057473A1 (fr) 2002-12-21 2003-10-31 Procedes permettant de fournir une assistance technique sur des reseaux

Country Status (5)

Country Link
EP (1) EP1579325A1 (fr)
JP (1) JP2006516061A (fr)
AU (1) AU2003283651A1 (fr)
CA (1) CA2511445A1 (fr)
WO (1) WO2004057473A1 (fr)

Cited By (24)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US8239461B2 (en) 2007-06-28 2012-08-07 Chacha Search, Inc. Method and system for accessing search services via messaging services
US8280921B2 (en) 2006-07-18 2012-10-02 Chacha Search, Inc. Anonymous search system using human searchers
WO2012174292A2 (fr) * 2011-06-14 2012-12-20 Spot On Services, Inc. Système et procédé permettant de faciliter un support technique
US8738732B2 (en) 2005-09-14 2014-05-27 Liveperson, Inc. System and method for performing follow up based on user interactions
US8762313B2 (en) 2008-07-25 2014-06-24 Liveperson, Inc. Method and system for creating a predictive model for targeting web-page to a surfer
US8799200B2 (en) 2008-07-25 2014-08-05 Liveperson, Inc. Method and system for creating a predictive model for targeting webpage to a surfer
US8805941B2 (en) 2012-03-06 2014-08-12 Liveperson, Inc. Occasionally-connected computing interface
US8805844B2 (en) 2008-08-04 2014-08-12 Liveperson, Inc. Expert search
US8868448B2 (en) 2000-10-26 2014-10-21 Liveperson, Inc. Systems and methods to facilitate selling of products and services
US8918465B2 (en) 2010-12-14 2014-12-23 Liveperson, Inc. Authentication of service requests initiated from a social networking site
US8943002B2 (en) 2012-02-10 2015-01-27 Liveperson, Inc. Analytics driven engagement
WO2016053235A1 (fr) * 2014-09-29 2016-04-07 Hewlett-Packard Development Company, L.P. Fourniture d'aide technique à un utilisateur par l'intermédiaire d'un dispositif informatique vestimentaire
US9350598B2 (en) 2010-12-14 2016-05-24 Liveperson, Inc. Authentication of service requests using a communications initiation feature
US9432468B2 (en) 2005-09-14 2016-08-30 Liveperson, Inc. System and method for design and dynamic generation of a web page
US9563336B2 (en) 2012-04-26 2017-02-07 Liveperson, Inc. Dynamic user interface customization
US9569781B2 (en) 2011-04-12 2017-02-14 Teletech Holdings, Inc. Methods for providing cross-vendor support services
US9672196B2 (en) 2012-05-15 2017-06-06 Liveperson, Inc. Methods and systems for presenting specialized content using campaign metrics
US9767212B2 (en) 2010-04-07 2017-09-19 Liveperson, Inc. System and method for dynamically enabling customized web content and applications
US9819561B2 (en) 2000-10-26 2017-11-14 Liveperson, Inc. System and methods for facilitating object assignments
US9892417B2 (en) 2008-10-29 2018-02-13 Liveperson, Inc. System and method for applying tracing tools for network locations
US10278065B2 (en) 2016-08-14 2019-04-30 Liveperson, Inc. Systems and methods for real-time remote control of mobile applications
CN109791635A (zh) * 2016-10-04 2019-05-21 实耐宝公司 用于更新诊断与修理信息的方法及系统
US10869253B2 (en) 2015-06-02 2020-12-15 Liveperson, Inc. Dynamic communication routing based on consistency weighting and routing rules
US11386442B2 (en) 2014-03-31 2022-07-12 Liveperson, Inc. Online behavioral predictor

Families Citing this family (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US9300920B2 (en) 2006-03-03 2016-03-29 Sharp Laboratories Of America, Inc. Method and system for configuring media-playing sets
WO2011055801A1 (fr) * 2009-11-05 2011-05-12 日本電気株式会社 Système de support de développement collaboratif, procédé de support de développement collaboratif et support d'enregistrement
JP5714620B2 (ja) * 2012-10-19 2015-05-07 株式会社オプティム ユーザ端末、オペレータサーバ、リモートサポート方法、及びユーザ端末用プログラム

Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5983369A (en) * 1996-06-17 1999-11-09 Sony Corporation Online simultaneous/altering-audio/video/voice data based service and support for computer systems
US6196846B1 (en) * 1998-06-02 2001-03-06 Virtual Village, Inc. System and method for establishing a data session and a voice session for training a user on a computer program

Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5983369A (en) * 1996-06-17 1999-11-09 Sony Corporation Online simultaneous/altering-audio/video/voice data based service and support for computer systems
US6196846B1 (en) * 1998-06-02 2001-03-06 Virtual Village, Inc. System and method for establishing a data session and a voice session for training a user on a computer program

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
MULLER N J: "REMOTE-CONTROL SOFTWARE AIDS HELP DESK PROBLEM RESOLUTION", September 1994, INTERNATIONAL JOURNAL OF NETWORK MANAGEMENT, WILEY, GB, PAGE(S) 120-129, ISSN: 1055-7148, XP002244447 *

Cited By (71)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US8868448B2 (en) 2000-10-26 2014-10-21 Liveperson, Inc. Systems and methods to facilitate selling of products and services
US9576292B2 (en) 2000-10-26 2017-02-21 Liveperson, Inc. Systems and methods to facilitate selling of products and services
US10797976B2 (en) 2000-10-26 2020-10-06 Liveperson, Inc. System and methods for facilitating object assignments
US9819561B2 (en) 2000-10-26 2017-11-14 Liveperson, Inc. System and methods for facilitating object assignments
US8738732B2 (en) 2005-09-14 2014-05-27 Liveperson, Inc. System and method for performing follow up based on user interactions
US11743214B2 (en) 2005-09-14 2023-08-29 Liveperson, Inc. System and method for performing follow up based on user interactions
US9948582B2 (en) 2005-09-14 2018-04-17 Liveperson, Inc. System and method for performing follow up based on user interactions
US9525745B2 (en) 2005-09-14 2016-12-20 Liveperson, Inc. System and method for performing follow up based on user interactions
US11394670B2 (en) 2005-09-14 2022-07-19 Liveperson, Inc. System and method for performing follow up based on user interactions
US9590930B2 (en) 2005-09-14 2017-03-07 Liveperson, Inc. System and method for performing follow up based on user interactions
US9432468B2 (en) 2005-09-14 2016-08-30 Liveperson, Inc. System and method for design and dynamic generation of a web page
US11526253B2 (en) 2005-09-14 2022-12-13 Liveperson, Inc. System and method for design and dynamic generation of a web page
US10191622B2 (en) 2005-09-14 2019-01-29 Liveperson, Inc. System and method for design and dynamic generation of a web page
US8280921B2 (en) 2006-07-18 2012-10-02 Chacha Search, Inc. Anonymous search system using human searchers
US8239461B2 (en) 2007-06-28 2012-08-07 Chacha Search, Inc. Method and system for accessing search services via messaging services
US8898241B2 (en) 2007-06-28 2014-11-25 Chacha Search, Inc. Method and system for accessing search services via messaging services
US9104970B2 (en) 2008-07-25 2015-08-11 Liveperson, Inc. Method and system for creating a predictive model for targeting web-page to a surfer
US11763200B2 (en) 2008-07-25 2023-09-19 Liveperson, Inc. Method and system for creating a predictive model for targeting web-page to a surfer
US9336487B2 (en) 2008-07-25 2016-05-10 Live Person, Inc. Method and system for creating a predictive model for targeting webpage to a surfer
US8954539B2 (en) 2008-07-25 2015-02-10 Liveperson, Inc. Method and system for providing targeted content to a surfer
US9396295B2 (en) 2008-07-25 2016-07-19 Liveperson, Inc. Method and system for creating a predictive model for targeting web-page to a surfer
US9396436B2 (en) 2008-07-25 2016-07-19 Liveperson, Inc. Method and system for providing targeted content to a surfer
US8762313B2 (en) 2008-07-25 2014-06-24 Liveperson, Inc. Method and system for creating a predictive model for targeting web-page to a surfer
US8799200B2 (en) 2008-07-25 2014-08-05 Liveperson, Inc. Method and system for creating a predictive model for targeting webpage to a surfer
US11263548B2 (en) 2008-07-25 2022-03-01 Liveperson, Inc. Method and system for creating a predictive model for targeting web-page to a surfer
US9563707B2 (en) 2008-08-04 2017-02-07 Liveperson, Inc. System and methods for searching and communication
US10891299B2 (en) 2008-08-04 2021-01-12 Liveperson, Inc. System and methods for searching and communication
US9569537B2 (en) 2008-08-04 2017-02-14 Liveperson, Inc. System and method for facilitating interactions
US8805844B2 (en) 2008-08-04 2014-08-12 Liveperson, Inc. Expert search
US9582579B2 (en) 2008-08-04 2017-02-28 Liveperson, Inc. System and method for facilitating communication
US9558276B2 (en) 2008-08-04 2017-01-31 Liveperson, Inc. Systems and methods for facilitating participation
US11386106B2 (en) 2008-08-04 2022-07-12 Liveperson, Inc. System and methods for searching and communication
US10657147B2 (en) 2008-08-04 2020-05-19 Liveperson, Inc. System and methods for searching and communication
US10867307B2 (en) 2008-10-29 2020-12-15 Liveperson, Inc. System and method for applying tracing tools for network locations
US11562380B2 (en) 2008-10-29 2023-01-24 Liveperson, Inc. System and method for applying tracing tools for network locations
US9892417B2 (en) 2008-10-29 2018-02-13 Liveperson, Inc. System and method for applying tracing tools for network locations
US11615161B2 (en) 2010-04-07 2023-03-28 Liveperson, Inc. System and method for dynamically enabling customized web content and applications
US9767212B2 (en) 2010-04-07 2017-09-19 Liveperson, Inc. System and method for dynamically enabling customized web content and applications
US9350598B2 (en) 2010-12-14 2016-05-24 Liveperson, Inc. Authentication of service requests using a communications initiation feature
US10038683B2 (en) 2010-12-14 2018-07-31 Liveperson, Inc. Authentication of service requests using a communications initiation feature
US11777877B2 (en) 2010-12-14 2023-10-03 Liveperson, Inc. Authentication of service requests initiated from a social networking site
US10104020B2 (en) 2010-12-14 2018-10-16 Liveperson, Inc. Authentication of service requests initiated from a social networking site
US11050687B2 (en) 2010-12-14 2021-06-29 Liveperson, Inc. Authentication of service requests initiated from a social networking site
US8918465B2 (en) 2010-12-14 2014-12-23 Liveperson, Inc. Authentication of service requests initiated from a social networking site
US9569781B2 (en) 2011-04-12 2017-02-14 Teletech Holdings, Inc. Methods for providing cross-vendor support services
US9990635B2 (en) 2011-04-12 2018-06-05 Teletech Holdings, Inc. Methods for providing cross-vendor support services
WO2012174292A2 (fr) * 2011-06-14 2012-12-20 Spot On Services, Inc. Système et procédé permettant de faciliter un support technique
WO2012174292A3 (fr) * 2011-06-14 2013-04-04 Spot On Services, Inc. Système et procédé permettant de faciliter un support technique
US8943002B2 (en) 2012-02-10 2015-01-27 Liveperson, Inc. Analytics driven engagement
US10326719B2 (en) 2012-03-06 2019-06-18 Liveperson, Inc. Occasionally-connected computing interface
US8805941B2 (en) 2012-03-06 2014-08-12 Liveperson, Inc. Occasionally-connected computing interface
US11711329B2 (en) 2012-03-06 2023-07-25 Liveperson, Inc. Occasionally-connected computing interface
US11134038B2 (en) 2012-03-06 2021-09-28 Liveperson, Inc. Occasionally-connected computing interface
US9331969B2 (en) 2012-03-06 2016-05-03 Liveperson, Inc. Occasionally-connected computing interface
US11689519B2 (en) 2012-04-18 2023-06-27 Liveperson, Inc. Authentication of service requests using a communications initiation feature
US10666633B2 (en) 2012-04-18 2020-05-26 Liveperson, Inc. Authentication of service requests using a communications initiation feature
US11323428B2 (en) 2012-04-18 2022-05-03 Liveperson, Inc. Authentication of service requests using a communications initiation feature
US11269498B2 (en) 2012-04-26 2022-03-08 Liveperson, Inc. Dynamic user interface customization
US10795548B2 (en) 2012-04-26 2020-10-06 Liveperson, Inc. Dynamic user interface customization
US11868591B2 (en) 2012-04-26 2024-01-09 Liveperson, Inc. Dynamic user interface customization
US9563336B2 (en) 2012-04-26 2017-02-07 Liveperson, Inc. Dynamic user interface customization
US11687981B2 (en) 2012-05-15 2023-06-27 Liveperson, Inc. Methods and systems for presenting specialized content using campaign metrics
US11004119B2 (en) 2012-05-15 2021-05-11 Liveperson, Inc. Methods and systems for presenting specialized content using campaign metrics
US9672196B2 (en) 2012-05-15 2017-06-06 Liveperson, Inc. Methods and systems for presenting specialized content using campaign metrics
US11386442B2 (en) 2014-03-31 2022-07-12 Liveperson, Inc. Online behavioral predictor
CN106796692A (zh) * 2014-09-29 2017-05-31 惠普发展公司，有限责任合伙企业 经由可穿戴计算设备向用户提供技术支持
WO2016053235A1 (fr) * 2014-09-29 2016-04-07 Hewlett-Packard Development Company, L.P. Fourniture d'aide technique à un utilisateur par l'intermédiaire d'un dispositif informatique vestimentaire
US11638195B2 (en) 2015-06-02 2023-04-25 Liveperson, Inc. Dynamic communication routing based on consistency weighting and routing rules
US10869253B2 (en) 2015-06-02 2020-12-15 Liveperson, Inc. Dynamic communication routing based on consistency weighting and routing rules
US10278065B2 (en) 2016-08-14 2019-04-30 Liveperson, Inc. Systems and methods for real-time remote control of mobile applications
CN109791635A (zh) * 2016-10-04 2019-05-21 实耐宝公司 用于更新诊断与修理信息的方法及系统

Also Published As

Publication number Publication date
CA2511445A1 (fr) 2004-07-08
JP2006516061A (ja) 2006-06-15
WO2004057473B1 (fr) 2004-08-26
EP1579325A1 (fr) 2005-09-28
AU2003283651A1 (en) 2004-07-14

Similar Documents

Publication Publication Date Title
US20040139156A1 (en) Methods of providing direct technical support over networks
US20040048233A1 (en) Methods for providing information and providing student experience in providing information
WO2004057473A1 (fr) Procedes permettant de fournir une assistance technique sur des reseaux
US7379704B2 (en) Providing collaborative services with content
Shea et al. Increasing access to higher education: A study of the diffusion of online teaching among 913 college faculty
US8768882B2 (en) Distributed system for interactive collaboration
Scanlon et al. Activity theory and higher education: Evaluating learning technologies
US6769013B2 (en) Distributed system for interactive collaboration
US20070111180A1 (en) Delivery methods for remote learning system courses
US20020013836A1 (en) Interactive online learning with student-to-tutor matching
US20050267778A1 (en) Virtual consultation system and method
Williams et al. Equity in Distance Education During COVID-19.
US20110159472A1 (en) Delivery methods for remote learning system courses
US20070122791A1 (en) External course catalog updates
Tai Corporate e-learning: An inside view of IBM's solutions
US20170358234A1 (en) Method and Apparatus for Inquiry Driven Learning
US7146401B2 (en) Method for communicating business messages
Gambo et al. Planning and designing online vocational skill showcasing platform: from an educational perspective
JP2004279727A (ja) 個別学習指導システム
Ham et al. What makes for effective teacher professional development in ICT
Johnson et al. Guidelines for e-reference library services for distance learners and other remote users.
Dalton et al. Using the Agile Performance Holarchy
Ferrin et al. Customer interfacing-lessons learned
White Public Participation
Ragin How Do Virtual Team Members Perceive the Impact of COVID-19 on Team Learning?

Legal Events

Date Code Title Description
AK Designated states

Kind code of ref document: A1

Designated state(s): AE AG AL AM AT AU AZ BA BB BG BR BW BY BZ CA CH CN CO CR CU CZ DE DK DM DZ EC EE EG ES FI GB GD GE GH GM HR HU ID IL IN IS JP KE KG KP KR KZ LC LK LR LS LT LU LV MA MD MG MK MN MW MX MZ NI NO NZ OM PG PH PL PT RO RU SC SD SE SG SK SL SY TJ TM TN TR TT TZ UA UG US UZ VC VN YU ZA ZM ZW

AL Designated countries for regional patents

Kind code of ref document: A1

Designated state(s): BW GH GM KE LS MW MZ SD SL SZ TZ UG ZM ZW AM AZ BY KG KZ MD RU TJ TM AT BE BG CH CY CZ DE DK EE ES FI FR GB GR HU IE IT LU MC NL PT RO SE SI SK TR BF BJ CF CG CI CM GA GN GQ GW ML MR NE SN TD TG

B Later publication of amended claims

Effective date: 20040618

121 Ep: the epo has been informed by wipo that ep was designated in this application
WWE Wipo information: entry into national phase

Ref document number: 2005502597

Country of ref document: JP

WWE Wipo information: entry into national phase

Ref document number: 2511445

Country of ref document: CA

WWE Wipo information: entry into national phase

Ref document number: 2003775631

Country of ref document: EP

WWE Wipo information: entry into national phase

Ref document number: 20038A98647

Country of ref document: CN

WWP Wipo information: published in national office

Ref document number: 2003775631

Country of ref document: EP