System and method for making engagement offers based on observed navigation path

Patent metadata

Field	Value
Publication number	US-2016247165-A1
Application number	US-201514629474-A
Country	US
Kind code	A1
Filing date	Feb 23, 2015
Priority date	Feb 23, 2015
Publication date	Aug 25, 2016
Grant date	—

Abstract

A system and method for making engagement offers. A processor monitors a navigation path of a user navigating a website. The processor makes an offer for engagement with the user on a first web page reached by the user upon following the navigation path. The processor monitors a reaction of the user to the offer for engagement, and updates tag data associated with a second web page encountered by the user while traversing the navigation path. The tag data is updated based on the reaction of the user to the offer for engagement.

First claim

1 . A method for making engagement offers comprising:
monitoring, by a processor, a navigation path of a user navigating a website; making, by the processor, an offer for engagement with the user on a first web page reached by the user upon following the navigation path; monitoring, by the processor, a reaction of the user to the offer for engagement; and updating, by the processor, tag data associated with a second web page encountered by the user while traversing the navigation path, wherein the tag data is updated based on the reaction of the user to the offer for engagement.

2 . The method of claim 1 , wherein the navigation path identifies a sequence of web pages visited by the user during a current web session.

3 . The method of claim 1 , wherein the offer for engagement is an offer for a knowledge article.

4 . The method of claim 1 , wherein the offer for engagement is an offer for interaction with a contact center agent.

5 . The method of claim 1 , wherein the tag data includes information relating to user intent.

6 . The method of claim 5 , wherein the tag data includes a distance to the first web page where the offer for engagement was made, and outcome of the offer for engagement.

7 . The method of claim 1 further comprising:
detecting, by the processor, a second user landing on the second web page, wherein the second user is detected to have followed at least a portion of the navigation path;
calculating, by the processor, a confidence level that the second user will accept the offer for engagement on the second web page; and
making the offer for engagement on the second web page based on the calculated confidence level.

8 . The method of claim 7 , wherein the confidence level is calculated as a function of a distance to the first web page.

9 . The method of claim 7 , wherein the confidence level is calculated based on a likelihood that the second user will follow the navigation path.

10 . The method of claim 7 , wherein the confidence level is based on identification of redirection to the website.

11 . The method of claim 7 , wherein the offer for engagement is paced based on the calculated confidence level.

12 . The method of claim 10 , wherein the pacing is based on availability of agents to handle requests for interactions based on transmitted offers for engagement.

13 . The method of claim 11 , wherein the pacing includes transmitting, by the processor, more invitations for offers for engagement than what are expected to be accepted by users.

14 . The method of claim 1 , wherein the navigation path is processed for determining user intent, and the offer for engagement is associated with the determined user intent.

15 . The method of claim 13 further comprising:
generating, by the processor, a query descriptive of the user intent, wherein the offer for engagement is a knowledge article related to the user intent.

16 . A system for making engagement offers comprising:
processor; and memory, wherein the memory includes instructions that, when executed by the processor, cause the processor to:
monitor a navigation path of a user navigating a website;
make an offer for engagement with the user on a first web page reached by the user upon following the navigation path;
monitor a reaction of the user to the offer for engagement; and
update tag data associated with a second web page encountered by the user while traversing the navigation path, wherein the tag data is updated based on the reaction of the user to the offer for engagement.

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Ryabchun Andriy V
• Korolev Nikolay I
• Ristock Herbert Willi Artur
• Aravamudhan Bharath
• Mcgann Conor
• Nitin Anand Pai Krishnanand
• Klepar Bohdan
• Bell Gordon
• Gutierrez Francisco
• Eisner Josef Eric
• Lypchanskyy Stanislav

Classifications

• G06Q30/016 Primary

  After-sales · CPC title

• G06Q30/0201

  Market modelling; Market analysis; Collecting market data · CPC title