Systems, apparatuses, and methods for intelligent network communication and engagement
First Claim
1. A method for communicating with a customer while the customer is engaged in an online session with a vendor, the method comprising:
- providing a host device that is in communication with a user device of the vendor, the user device also in communication with a consumer device of the customer during the online session;
building an event queue to track the progress of the customer during the online session, wherein the event queue comprises event messages received at the host device from the user device, the event messages corresponding to activities of the customer during the online session;
determining that one or more event messages in the event queue meet a condition;
analyzing the one or more event messages to identify a context of the condition;
creating, based the condition and the context of the condition, a help message for the customer; and
intervening in the online session by providing the help message to the consumer device of the customer.
3 Assignments
0 Petitions
Accused Products
Abstract
Systems and methods directed to intelligent network communication and engagement during interaction with a consumer device. The progress of the consumer/consumer device can be tracked during interaction to make a decision to intervene based on one or more factors. The intervention may include invoking an appropriate, personalized request to the consumer for support. A consumer device can be employed to shop for a product via a mobile application provided by a retailer. For example, if the client has placed an item in a shopping cart, but does not completed the transaction, the context service can track events associated with the interaction and using an analysis service, and determine an appropriate time and/or manner to communicatively engage the user. As such, the context service can mimic a brick and mortar sales experience where sales associates determine the appropriate time to interact with a client who appears confused.
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Citations
20 Claims
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1. A method for communicating with a customer while the customer is engaged in an online session with a vendor, the method comprising:
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providing a host device that is in communication with a user device of the vendor, the user device also in communication with a consumer device of the customer during the online session; building an event queue to track the progress of the customer during the online session, wherein the event queue comprises event messages received at the host device from the user device, the event messages corresponding to activities of the customer during the online session; determining that one or more event messages in the event queue meet a condition; analyzing the one or more event messages to identify a context of the condition; creating, based the condition and the context of the condition, a help message for the customer; and intervening in the online session by providing the help message to the consumer device of the customer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for communicating with a customer while the customer is engaged in an online session with a vendor, the system comprising:
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a consumer device of the customer; a user device of the vendor, wherein the user device and the consumer device communicate during the online session; a host device in communication with the user device of the vendor, wherein the host device comprises a processor configured to; build an event queue to track the progress of the customer during the online session, wherein the event queue comprises event messages received at the host device from the user device, the event messages corresponding to activities of the customer during the online session; determine that one or more event messages in the event queue meet a condition; analyze the one or more event messages to identify a context of the condition; create, based the condition and the context of the condition, a help message for the customer; and intervene in the online session by providing the help message to the consumer device of the customer. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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19. A non-transitory computer readable medium (CRM) containing computer readable instructions that when executed by a processor of a host device, which is in communication with a user device of a vendor, cause the host device to:
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build an event queue to track the progress of a customer during an online session with the vendor, wherein the event queue comprises event messages received at the host device from the user device, the event messages corresponding to activities of the customer during the online session; determine that one or more event messages in the event queue meet a condition; analyze the one or more event messages to identify a context of the condition; create, based the condition and the context of the condition, a help message for the customer; and intervene in the online session by providing the help message to a consumer device of the customer. - View Dependent Claims (20)
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Specification