System and method for tracking web interactions with real time analytics

Patent metadata

Field	Value
Publication number	US-RE48681-E
Application number	US-201916708769-A
Country	US
Kind code	E1
Filing date	Dec 10, 2019
Priority date	Nov 28, 2011
Publication date	Aug 10, 2021
Grant date	Aug 10, 2021

Abstract

A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.

First claim

What is claimed is:

1. A method for monitoring a user's interactions with Internet-based programs or documents, the method comprising, using one or more processors:
extracting content from Internet server traffic according to predefined rules;
storing a mapping table with entries that map interactions, for a plurality of users, to a first user identifier and one or more second user identifiers;
correlating users to respective content based on the first user identifier and the one or more second user identifiers;
from the content correlated to a user, associating, by a web analyzer, the extracted content with one or more of a user's Internet interaction sessions;
storing and indexing the user's Internet interaction sessions;
automatically comparing, by a web analyzer using a processor, one or more of the user's Internet interaction sessions to one or more modeled sessions comprising data relating to Internet web pages, the comparison to generate a recommendation of one or more future session paths from the modeled sessions for guiding the user's Internet interactions; and, each future session path comprising a path of Internet web pages;
providing the recommendation of the future session paths from the modeled sessions on screen to a contact center agent while the contact center agent is communicating with said user during a telephone call initiated by the user between the agent and the user.

2. The method of claim 1 comprising identifying the user by text captured on a screen element of a webpage used in the one or more of the user's Internet interaction sessions.

3. The method of claim 1 , wherein the predefined rules define content to be extracted according to parameters selected from the group consisting of: a title of webpage(s), date/time webpage(s) created, product(s) viewed, prices offered, product categories (used vs. new, wholesale vs. retail, etc.), customer search words, customer highlighting or selection of products, a type of web object, the presence or frequency of certain key-words, how long ago a webpage was viewed, the amount of time a webpage is viewed, a number of times or which different items are selected on a webpage, and the order in which the webpage was viewed.

4. The method of claim 1 comprising generating a summary of the user's past or current Internet interaction sessions and providing said summary to the contact center agent while the contact center agent is communicating with said user for guiding the user's Internet interaction.

5. The method of claim 4 , wherein the summary comprises data selected from the group consisting of: a description of the user's interaction sessions, product viewed, and prices offered.

6. The method of claim 1 comprising, using a web player, providing the agent with a playback of the user's past or current Internet interaction sessions during the telephone call between the agent and the user.

7. The method of claim 1 comprising capturing the Internet server traffic using a passive sniffing device.

8. The method of claim 1 , wherein the Internet server traffic is captured over one media channel and the agent and user communicate over another media channel.

9. The method of claim 1 , wherein the information analyzed in the user's Internet interaction sessions includes key-words the user used for searching.

10. The method of claim 1 , wherein the recommendation includes information for technical support, selling, “up-selling,” “cross-selling,” or filling in surveys.

11. The method of claim 1 , wherein the recommendation is provided to the contact center agent in real-time.

12. A system for monitoring a user's interactions with Internet-based programs or documents, the system comprising:
a processor to: extract content from Internet server traffic according to predefined rules,; store a mapping table with entries that map interactions, for a plurality of users, to a first user identifier and one or more second user identifiers; correlate users to respective content based on the first user identifier and the one or more second user identifiers; from the content correlated to a user, associate the extracted content with one or more of a user's Internet interaction sessions,; and index the user's Internet interaction sessions,
automatically compare one or more of the user's Internet interaction sessions to one or more modeled sessions comprising data relating to Internet web pages by executing a web analyzer to generate a recommendation of one or more future session paths from the modeled sessions for guiding the user's Internet interactions and to provide the recommendation of the future session paths from the modeled sessions on screen to a contact center agent while the contact center agent is communicating with said user during a telephone call initiated by the user between the agent and the user, each future session path comprising a path of Internet web pages; and
a storage device to store the one or more of the user's Internet interaction sessions.

13. The system of claim 12 comprising a passive sniffing device to capture the Internet server traffic.

14. The system of claim 12 comprising a first media channel over which the Internet server traffic is captured and a second different media channel over which the agent and user communicate.

15. The system of claim 12 comprising a computer and telephone operated by the user, wherein an Internet connection at the user's computer is monitored for Internet server traffic and the telephone call between the contact center agent and the user telephone triggers the processor to send the contact center agent the recommendation.

16. The system of claim 12 comprising a text capturing module, wherein the text capturing module identifies the user by capturing text on a screen element of a webpage used in the one or more of the user's Internet interaction sessions.

17. The system of claim 12 , wherein the processor generates a summary of the user's past or current Internet interaction sessions provided to the contact center agent while the contact center agent is communicating with said user for guiding the user's Internet interaction.

18. The system of claim 12 comprising a workstation operated by the contact center agent, the workstation having a display and a web player, wherein the display uses the web player displays a playback of the user's past or current Internet interaction sessions during the telephone call between the agent and the user.

19. The system of claim 12 comprising a semi-automated and semi-live contact center agent.

20. The method of claim 1 , wherein the one or more modeled sessions are real-life sessions generated by interactions of one or more other users.

21. The method of claim 1 , wherein the one or more modeled sessions are generated in a computer-training environment by a trainer.

22. The method of claim 1 , wherein the one or more modeled sessions are retrieved from a pool of sessions that most closely matches features used in the user's current Internet interaction session.

23. The method of claim 1 , wherein the one or more modeled sessions include a fixed linear path of webpages to browse.

24. The method of claim 1 , wherein the one or more modeled sessions include a dynamic tree-structure of paths, where each chosen webpage path leads to a different predicted modeled future session path.

25. The method of claim 1 , wherein the information analyzed in the user's Internet interaction se

Assignees

• Nice Ltd

Inventors

• Liberman Ben-Ami Hadas
• Portman Leon
• Marco Yuval
• Golan Yosef
• Haba Shlomi
• Smith Iftach
• Ronen Yizhar
• Etsion Yohay
• Cher Igor
• Damti Naama
• Frenkel Assaf
• Baruch Uzi

Classifications

• H04M3/5191 Primary

  interacting with the Internet · CPC title