Method for connecting users with agents based on user values dynamically determined according to a set of rules or algorithms
First Claim
1. A computer-implemented method for connecting users with agents based on user interactions of a browsing session, the method comprising:
- capturing and recording in an interaction context object, by an interaction monitor hosted by a first server, a browsing history of one or more Web pages during a browsing session, the one or more Web page being presented to a user via a user device of the user;
in response to a request initiated from the user device for connecting with an agent associated with the first server during the browsing session, passing the interaction context object to a user profile compiler;
obtaining and storing by the user profile compiler static user data and dynamic user data in the interaction context object, wherein the dynamic user data is obtained in real time from a plurality of external data sources;
passing the interaction context object having the compiled static user data and the dynamic user data to a matching logic;
determining, by the matching logic, a list of one or more agent candidates from a pool of a plurality of agents by matching the static user data and the dynamic user data stored in the interaction context object with agent profiles of the agents; and
passing the interaction context object to an agent connect system to establish a communication session between the user device and an agent device of an agent selected from the agent candidates.
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Abstract
A request is received for connecting a user with an agent, the request identifying a user interaction with content. A second server is accessed to determine a first score of the user representing a benefit the user has generated for a client that provides the content. A third server is accessed to determine a second score of the user representing overall burden to provide services to the user by the client based on an interaction history of the user with the client. A user value is dynamically determined based on the first score and the second score using a user value determination algorithm that is specifically configured for the client. A list of agent candidates is identified from a pool of agents based on the user value and the collection of real-time data. A first communication session is established between the user and one of the agent candidates.
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Citations
20 Claims
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1. A computer-implemented method for connecting users with agents based on user interactions of a browsing session, the method comprising:
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capturing and recording in an interaction context object, by an interaction monitor hosted by a first server, a browsing history of one or more Web pages during a browsing session, the one or more Web page being presented to a user via a user device of the user; in response to a request initiated from the user device for connecting with an agent associated with the first server during the browsing session, passing the interaction context object to a user profile compiler; obtaining and storing by the user profile compiler static user data and dynamic user data in the interaction context object, wherein the dynamic user data is obtained in real time from a plurality of external data sources; passing the interaction context object having the compiled static user data and the dynamic user data to a matching logic; determining, by the matching logic, a list of one or more agent candidates from a pool of a plurality of agents by matching the static user data and the dynamic user data stored in the interaction context object with agent profiles of the agents; and passing the interaction context object to an agent connect system to establish a communication session between the user device and an agent device of an agent selected from the agent candidates. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A non-transitory machine-readable medium having instructions stored therein, which when executed by a processor, cause the processor to perform a method of connecting users with agents based on user interactions of a browsing session, the method comprising:
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capturing and recording in an interaction context object, by an interaction monitor hosted by a first server, a browsing history of one or more Web pages during a browsing session, the one or more Web page being presented to a user via a user device of the user; in response to a request initiated from the user device for connecting with an agent associated with the first server during the browsing session, passing the interaction context object to a user profile compiler; obtaining and storing by the user profile compiler static user data and dynamic user data in the interaction context object, wherein the dynamic user data is obtained in real time from a plurality of external data sources; passing the interaction context object having the compiled static user data and the dynamic user data to a matching logic; determining, by the matching logic, a list of one or more agent candidates from a pool of a plurality of agents by matching the static user data and the dynamic user data stored in the interaction context object with agent profiles of the agents; and passing the interaction context object to an agent connect system to establish a communication session between the user device and an agent device of an agent selected from the agent candidates. - View Dependent Claims (16, 17)
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18. A data processing system, comprising:
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a processor; and a memory to store instructions, which when executed by the processor, cause the processor to perform a method, the method including capturing and recording in an interaction context object, by an interaction monitor hosted by a first server, a browsing history of one or more Web pages during a browsing session, the one or more Web page being presented to a user via a user device of the user, in response to a request initiated from the user device for connecting with an agent associated with the first server during the browsing session, passing the interaction context object to a user profile compiler, obtaining and storing by the user profile compiler static user data and dynamic user data in the interaction context object, wherein the dynamic user data is obtained in real time from a plurality of external data sources, passing the interaction context object having the compiled static user data and the dynamic user data to a matching logic, determining, by the matching logic, a list of one or more agent candidates from a pool of a plurality of agents by matching the static user data and the dynamic user data stored in the interaction context object with agent profiles of the agents, and passing the interaction context object to an agent connect system to establish a communication session between the user device and an agent device of an agent selected from the agent candidates. - View Dependent Claims (19, 20)
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Specification