Email and support entity routing system based on expertise level of a user
First Claim
1. A method of using an expertise level Rules Engine to customize a User interface of a Web page, comprising the steps of:
- a) a Web site obtaining User related data;
b) the Web site entering the User related data into a Rules Engine;
c) the Rules Engine entering a first and a second expertise level for a first and a second topic, respectively, for the User into a Display Engine;
d) the Display Engine creating a customized User interface using the first and the second expertise level; and
e) the Web site transmitting the customized User interface to the User.
4 Assignments
0 Petitions
Accused Products
Abstract
A Web site, through the use of a Rules Engine, determines an expertise level of a User for one or more topics on a Web page. The Rules Engine may analyze User related data, such as the search term used by the User to find the Web site, the past products purchased by the User, the path through the Web site taken by the User, the usage history by the User on the Web site, the demographics of the User and/or the self declared expertise level of the User, to determine an expertise level of the User for the topics on the Web page. A Display Engine may customize a Web page based on the expertise levels of a User so that topics on the Web page are presented in a manner most appropriate for the User. An Email Engine may be used to customize emails to the User so that topics in the email are presented in manner most appropriate for the User. A Support Entity Engine may also be used to route an incoming support inquiries from a User to an appropriate technical support person for the User.
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Citations
22 Claims
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1. A method of using an expertise level Rules Engine to customize a User interface of a Web page, comprising the steps of:
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a) a Web site obtaining User related data;
b) the Web site entering the User related data into a Rules Engine;
c) the Rules Engine entering a first and a second expertise level for a first and a second topic, respectively, for the User into a Display Engine;
d) the Display Engine creating a customized User interface using the first and the second expertise level; and
e) the Web site transmitting the customized User interface to the User. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A method of using an expertise level Rules Engine to customize an e-mail, comprising the steps of:
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a) a Web site obtaining User related data;
b) the Web site entering the User related data into a Rules Engine;
c) the Rules Engine determining a first and a second expertise level, for a User, for a first and a second topic, respectively;
d) the Web site creating an email using the first and the second expertise level of the User; and
e) transmitting the email to the User. - View Dependent Claims (8, 9, 10, 11)
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12. A method of using an expertise level Rules Engine to customize a handling of a service inquiry to a support entity, comprising the steps of:
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a) a Web site obtaining User related data;
b) the Web site entering the User related data into a Rules Engine;
c) the Rules Engine determining an expertise level for the User;
d) a support entity receiving a service inquiry from the User; and
e) the support entity routing the service inquiry from the User to one technical support person out of a plurality of technical support persons based on the determined expertise level of the User. - View Dependent Claims (13, 14, 15, 16, 17)
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18. A method of using an expertise level Rules Engine to customize a handling of a service call to a call center, comprising the steps of:
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a) a Web site obtaining User related data;
b) the Web site entering the User related data into a Rules Engine;
c) the Rules Engine determining a first and a second expertise level for the User for a first and a second topic, respectively;
d) a support entity receiving a support inquiry from the User;
e) the support entity determining whether the support inquiry is related to the first topic or the second topic; and
f) the support entity routing the support inquiry from the User to one technical support person out of a plurality of technical support persons based on the expertise level of the User for the first or second topic related to the support inquiry. - View Dependent Claims (19, 20, 21, 22)
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Specification