System and Method for Providing Intelligent Support
First Claim
1. A computer-implemented method for providing intelligent support, comprising:
- using a computer system, accessing information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software;
using a computer system, accessing intervention trigger logic;
using a computer system, identifying at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information; and
using a computer system, generating one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user.
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Accused Products
Abstract
According to one embodiment, a computer-implemented method for providing intelligent support includes using at least one computer system to access information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software; accessing intervention trigger logic; identify at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information; and generate one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user.
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Citations
21 Claims
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1. A computer-implemented method for providing intelligent support, comprising:
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using a computer system, accessing information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software; using a computer system, accessing intervention trigger logic; using a computer system, identifying at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information; and using a computer system, generating one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system for providing intelligent support, the system comprising software encoded in a computer readable medium and when executed by one or more processors operable to:
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access information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software; access intervention trigger logic; identify at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information; and generate one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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21. A computer-implemented method for providing intelligent support, comprising:
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using a computer system, accessing information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software; using a computer system, accessing intervention trigger logic; using a computer system, identifying at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information, wherein applying the intervention trigger logic to at least a portion of the accessed information comprises at least one selected from the group consisting of searching the user feedback collected from the particular user for one or more key-words, searching the user feedback collected from the particular user for a category selection, and searching a referring uniform resource locator for a string pattern; using a computer system, generating one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user; and using a computer system, presenting at least one of the one or more intervention elements to the particular user in substantially real-time after the user feedback has been collected from the particular user using feedback collection software.
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Specification