Systems and methods for providing a dynamic interaction router

• US 20070206584A1
• Filed: 01/30/2007
• Published: 09/06/2007
• Est. Priority Date: 01/31/2006
• Status: Abandoned Application

• Current Assignee: Sento Corp.
• Original Assignee: Sento Corp.
• Inventors: Windley, Phillip, McNamee, David, Jensen, Lee, Spigarelli, Steve, Fulling, Stephen
• Application Number:
  US11/700,540
• Publication Number:
  US 20070206584A1
• Time in Patent Office: Days
• US Class Current: 370/356
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04L 67/63 Routing a service request depending on the request content or context
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

Systems and methods for providing intelligent routing of customer inquiries via multi-channel communication tools. A dynamic router is provided that embraces interaction and manages resources of a back end system out to a portal. Such interaction can be via a chat session, a webpage, a telephone, or another manner of communication. When an individual (e.g., a customer or other individual) comes to a portal, the individual is dynamically routed to the preferred channel based on one or more of a variety of factors. A set of rules, customer information, and intelligent analysis combine to dynamically determine how to martial the resources to best service the individual. The routing provides a tailored experience specific to the particular individual rather than a static behavior that everyone would experience, and ensures that the communication takes place in a language that is desired by the individual.

Claims

1. A method for providing intelligent routing of customer inquiries through a multi-channel communication tool, the method comprising:

receiving contact from a user at a portal through an interaction channel;

obtaining user information specific to the user, including user behavior information obtained by self-learning behavioral capabilities of a dynamic interaction router; and

using the dynamic interaction router to route the user to a preferred channel based upon one or more factors.

2. A method as recited in claim 1, wherein said preferred channel is one of:

(i) a chat session;

(ii) email;

(iii) a webpage;

(iv) a telephone; and

(v) a text message.

3. A method as recited in claim 2, wherein said interaction channel is one of:

(i) a chat session;

(ii) email;

(iii) a webpage;

(iv) a telephone; and

(v) a text message.

4. A method as recited in claim 3, wherein said interaction channel is different from said preferred channel.

5. A method as recited in claim 2, wherein said one or more factors comprise one of:

(i) what is needed by the user;

(ii) a frequency to which the user returns to the portal;

(iii) a type of customer;

(iv) a type of product desired by the user;

(v) a type of service desired by the user;

(vi) a level of expertise; and

(vii) a communication medium.

6. A method as recited in claim 1, wherein said obtaining user information specific to the user comprises analyzing behaviors of the user in real-time.

7. A method as recited in claim 1, wherein said using the dynamic interaction router to route the user to a preferred channel based upon one or more factors comprises utilizing a rules engine and predefined rules.

8. A method for delivering active personalization and one-to-one marketing to a customer, the method comprising:

providing a customer experience platform having a rules engine that is configured to optimize a website;

analyzing behaviors of a customer in real-time; and

providing dynamic information to the customer to motivate the customer to take action.

9. A method as recited in claim 8, wherein the dynamic information comprises dynamic messaging.

10. A method as recited in claim 8, wherein the dynamic information comprises dynamic offers.

11. A method as recited in claim 10, wherein the dynamic offers are marketing offers that are customized to the customer and are delivered at the moment the customer is making a decision to purchase, and wherein the marketing offers affect the customer'"'"'s decision to make the purchase.

12. A method as recited in claim 10, wherein the dynamic offers are based upon online actions of the customer.

13. A method as recited in claim 10, wherein the dynamic offers are based upon a buying history of the customer.

14. A method as recited in claim 10, wherein the dynamic offers are based upon a geographic location.

15. A method as recited in claim 10, wherein the dynamic offers are based upon customer demographics.

16. A method as recited in claim 8, wherein the dynamic information comprises dynamic content based upon rules that are designed to evaluate behaviors of the customer.

17. A method as recited in claim 16, wherein the rules are organized according to page types, which are based upon URL pattern matching.

18. A method as recited in claim 17, wherein bookmarklets are used to identify page variables.

19. A method as recited in claim 8, wherein said providing dynamic information is performed as a third-party application service that comprises a tagging of web page information without deploying any software on a website.

20. A computer program product for implementing within a computer system a method for managing user interaction with a third-party website behavior modification system, the computer program product comprising:

a computer readable medium for providing computer program code means utilized to implement the method, wherein the computer program code means is comprised of executable code for implementing the steps of;

providing an include tag to a website, wherein the tag references a URL on a domain;

upon access of the website by a browser, requesting the URL referenced in the tag;

generating dynamic scripting language for the page corresponding to the URL;

loading the dynamic scripting language into the browser;

executing the dynamic scripting language, which spawns behaviors and loads additional scripting language includes.