Method for Monitoring and Ranking Web Visitors and Soliciting Higher Ranked Visitors to Engage in Live Assistance

• US 20100161540A1
• Filed: 12/19/2008
• Published: 06/24/2010
• Est. Priority Date: 12/19/2008
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Chang, Yi, Anisimov, Nikolay, Scott, Mark, Petrovykh, Yevgeniy
• Granted Patent: US 9,519,906 B2
• Time in Patent Office: Days
• US Class Current: 706/47
• CPC Class Codes: G06F 16/957 Browsing optimisation, e.g. caching or content distillation
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A ranking system ranks visitors to a Web site using one or more instances of machine-readable code executable from a digital medium accessible to a Web server. The code tracks visitor behavior while browsing the web site, and a visitor ranking module resident on the digital medium accepts information documented by the one or more instances of machine readable code and assigns rank values to one or more of the visitors. The ranking module ranks visitors at the Web-site based on logic and rules for interpreting visitor behavior and for applies a value to the visitor in real time based on that interpretation, and values applied at or above a preprogrammed level trigger solicitation of the visitor so ranked to engage in interaction including live assistance.

Claims

1. A ranking system for ranking visitors to a Web site, comprising:

one or more instances of machine-readable code executable from a digital medium accessible to a Web server, the code tracking visitor interaction behavior while browsing; and

a visitor ranking module resident on the digital medium accepting information documented by the one or more instances of machine readable code and assigning rank values to one or more of the visitors;

characterized in that the ranking module ranks visitors at the Web-site based on logic and rules for interpreting visitor behavior and for applying a value to the visitor in real time based on that interpretation, and wherein values applied at or above a preprogrammed level trigger solicitation of the visitor so ranked to engage in interaction including live assistance.

2. The ranking system of claim 1 wherein the machine readable code is a tag and the Web site structure is hypertext markup language based.

3. The ranking system of claim 1 wherein the machine readable code is a tag and the Web site structure includes Voice eXtensible Markup language based.

4. The ranking system of claim 1 wherein the code documents attributes of the active session upon invocation thereof including visitor identification information and date and time information.

5. The ranking system of claim 1 wherein visitor behavior includes page presence, execution of an interactive feature, and or navigation of one or more tags in a specific sequence.

6. The ranking system of claim 1 wherein visitor behavior is tracked on the Web site for a maximum amount of time that is less than the calculated average time a visitor spends at the Web site.

7. The ranking system of claim 1 further including a data table stored on the digital medium accessible to the Web site, the data table adapted to store data reported by the code and a value assigned to the visitor by the ranking module.

8. The ranking system of claim 7 wherein the data table is a cache data table for storing temporary information including value rankings.

9. The ranking system of claim 1 wherein different ranking values trigger solicitation of different types of engagement opportunities, the types included being limited only by the media capabilities and availability states of live agents of the entity actively servicing customers of the Web site.

10. The ranking system of claim 1 wherein the method of solicitation to escalate an interaction is via a pop-up message or an audible message.

11. The ranking system of claim 1 wherein visitor acceptance of an escalation invitation begins an automated routing process.

12. A method for ranking individual visitors navigating a Web site to qualify for human-assisted interaction, comprising the steps of:

(a) using code embedded in the structure of the Web-site, documenting behavioral information about visitors during visitor navigation of the site;

(b) based on logic and rules, assigning a dynamic rank to visitors; and

(c) for each visitor with a rank meeting a pre-programmed threshold, sending an invitation to that visitor to engage in a communication assisted by a live person.

13. The method of claim 12 wherein in step (a) the code is JAVA script embedded in HTML or in VXML.

14. The method of claim 12 wherein in step (a) the code includes pre-assigned values attributed to the portions of the site bearing the code the values reflecting the importance of presence at a portion of a site.

15. The method of claim 12 wherein in step (b) the data tabled may include date, time, session identification, visitor identification, and rank values.

16. The method of claim 12 wherein in step (b) data for a visitor has a maximum time to live that is less than the calculated average time that visitors spend navigating the Web site.

17. The method of claim 12 wherein in step (c) visitors are ranked according to one or a combination of presence, navigation string, execution of an interactive module, and profile data known about the visitor.

18. The method of claim 12 wherein in step (c) a ranking module ranks the visitors.

19. The method of claim 12 wherein in step (d) the value is a sum of values accumulated during site navigation.

20. The method of claim 12 wherein in step (d) the threshold requirements are that the value meet or exceed the threshold value, and wherein different values exceeding the threshold value are equated to different interaction modalities.