Method for monitoring and ranking web visitors and soliciting higher ranked visitors to engage in live assistance

Patent metadata

Field	Value
Publication number	US-9519906-B2
Application number	US-33993708-A
Country	US
Kind code	B2
Filing date	Dec 19, 2008
Priority date	Dec 19, 2008
Publication date	Dec 13, 2016
Grant date	Dec 13, 2016

Abstract

A ranking system ranks visitors to a Web site using one or more instances of machine-readable code executable from a digital medium accessible to a Web server. The code tracks visitor behavior while browsing the web site, and a visitor ranking module resident on the digital medium accepts information documented by the one or more instances of machine readable code and assigns rank values to one or more of the visitors. The ranking module ranks visitors at the Web-site based on logic and rules for interpreting visitor behavior and for applies a value to the visitor in real time based on that interpretation, and values applied at or above a preprogrammed level trigger solicitation of the visitor so ranked to engage in interaction including live assistance.

First claim

What is claimed is:

1. A system for managing Web traffic interactions, the system comprising:
a processor; and
a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
detect a visitor interacting with a web site;
start a clock for an active session associated with the visitor;
assign a point value for the visitor in response to the visitor navigating to a first web page associated with the web site;
track the point value for the active session associated with the visitor for a predetermined tracking period;
identify a first amount for adding to the point value assigned for the visitor in response to the visitor navigating to a second web page associated with the web site;
identify a second amount for subtracting from the point value in response to the visitor navigating to a third web page associated with the web site;
calculate a total point value after adding the first amount to the point value and subtracting the second amount from the point value;
compare the total point value with a threshold value to determine whether or not the total point value exceeds the threshold value after the predetermined tracking period ends;
transmit a signal to initiate a communication between an agent device associated with the web site and an electronic device associated with the visitor in response to the point value exceeding the threshold value;
determine whether or not the visitor navigating from the first web page to the second web page satisfies a criterion for escalating an interaction to a live agent, and wherein modifying the point value comprises increasing the point value in response to determining that the criterion is satisfied; and
determine whether or not the visitor navigating from the first web page to the second web page satisfies a criterion for escalating an interaction to a live agent, and wherein modifying the point value comprises decreasing the point value in response to determining that the criterion is not satisfied.

2. The system of claim 1 , wherein the instructions further cause the processor to make a real-time assessment of current resources of a contact center associated with the agent device in response to the point value exceeding the threshold value.

3. The system of claim 1 , wherein the instructions further cause the processor to record a visitor identification attribute of an active session associated with the visitor, perform a database lookup for a profile corresponding to the visitor identification attribute value, and, if the corresponding profile is found, modify the point value assigned for the visitor based on the corresponding profile.

4. The system of claim 1 , wherein the instructions further cause the processor to modify the point value assigned for the visitor based on at least one tag value associated with an action of the visitor on the web site.

5. The system of claim 1 , wherein the instructions further cause the processor to transmit an invitation to the electronic device associated with the visitor to engage in the communication.

6. The system of claim 5 , wherein the invitation comprises a pop-up message or an audible message.

7. The system of claim 5 , wherein the instructions cause the processor to transmit an invitation to a live human-assisted interaction when the point value exceeds another threshold value.

8. A method for managing Web traffic interactions, the method comprising:
detecting, by a processor, a visitor interacting with a web site;
starting, by the processor, a clock for an active session associated with the visitor;
assigning, by the processor, a point value for the visitor in response to the visitor navigating to a first web page associated with the web site;
tracking, by the processor, the point value for the active session associated with the visitor for a predetermined tracking period;
identifying, by the processor, a first amount for adding to the point value assigned for the visitor in response to the visitor navigating to a second web page associated with the web site;
identifying, by the processor, a second amount for subtracting from the point value in response to the visitor navigating to a third web page associated with the web site;
calculating, by the processor, a total point value after adding the first amount to the point value and subtracting the second amount from the point value;
comparing, by the processor, the total point value with a threshold value to determine whether or not the total point value exceeds the threshold value after the predetermined tracking period ends;
transmitting, by the processor, a signal to initiate a communication between an agent device associated with the web site and an electronic device associated with the visitor in response to the point value exceeding the threshold value;
determining, by the processor, whether or not the visitor navigating from the first web page to the second web page satisfies a criterion for escalating an interaction to a live agent, and wherein modifying the point value comprises increasing the point value in response to determining that the criterion is satisfied; and
determining, by the processor, whether or not the visitor navigating from the first web page to the second web page satisfies a criterion for escalating an interaction to a live agent, and wherein modifying the point value comprises decreasing the point value in response to determining that the criterion is not satisfied.

9. The method of claim 8 , further comprising making, by the processor, a real-time assessment of current resources of a contact center associated with the agent device in response to the point value exceeding the threshold value.

10. The method of claim 8 , the method further comprising recording a visitor identification attribute of an active session associated with the visitor, performing a database lookup for a profile corresponding to the visitor identification attribute value, and, if the corresponding profile is found, modifying the point value assigned for the visitor based on the corresponding profile.

11. The method of claim 8 , further comprising modifying, by the processor, the point value assigned for the visitor based on at least one tag value associated with an action of the visitor on the web site.

12. The method of claim 8 , further comprising transmitting, by the processor, an invitation to the electronic device associated with the visitor to engage in the communication.

13. The method of claim 12 , wherein the invitation comprises a pop-up message or an audible message.

14. The method of claim 12 , wherein the invitation comprises an invitation to a live human-assisted interaction when the point value exceeds another threshold value.

Assignees

• Anisimov Nikolay
• Scott Mark
• Petrovykh Yevgeniy
• Chang Yi
• Genesys Telecommunications Laboratories Inc

Inventors

• Anisimov Nikolay
• Scott Mark
• Petrovykh Yevgeniy
• Chang Yi

Classifications

• G06Q30/02 Primary

  Marketing; Price estimation or determination; Fundraising · CPC title

• G06F16/957

  Browsing optimisation, e.g. caching or content distillation · CPC title

• G06Q50/10

  Services · CPC title