Method and System for Engaging Real-Time-Human Interaction into Media Presented Online

• US 20130326375A1
• Filed: 08/07/2013
• Published: 12/05/2013
• Est. Priority Date: 08/07/2013
• Status: Abandoned Application

• Current Assignee: LivePerson Incorporated
• Original Assignee: LivePerson Incorporated
• Inventors: Barak, Matan, Schwartz, Shlomi
• Application Number:
  US13/961,072
• Publication Number:
  US 20130326375A1
• Time in Patent Office: Days
• US Class Current: 715/758
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 50/01 Social networking
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 51/52 for supporting social networking services
• CPC Class Codes: H04L 65/403 Arrangements for multi-party communication, e.g. for conferences data switching systems for conference H04L12/18; arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities H04M3/56; television conferencing systems H04N7/15
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34

Abstract

This disclosure presents methods, systems, computer-readable media, for directing a communications campaign so as to exploit capabilities and information sources provided by social-networking. The techniques generally involve displaying a, tracking user interactions with the fan page, predicting user responsiveness to various types of communications, and selecting and targeting communications to users in a manner predicted to be most beneficial for the campaign. Users may be provided with an interactive application download which enables user web-browsing activities to be tracked in greater detail, and enables users to be selectively chosen to receive communications from an agent. User behavior is modeled and strategies for communicating with users are continuously evaluated for potential use based on the models.

Claims

1. A computer-implemented method, comprising:

transmitting social network application information, wherein the social network application information is transmitted by a computing-device and is used to provide a social network application interface on a social networking platform;

receiving information depicting interactions involving the social network application interface;

generating interaction data based on the received information, wherein the interaction data is generated by a computing device;

forecasting likelihoods of outcomes occurring in response to providing content through the social networking platform, wherein forecasting likelihoods is based on the generated interaction data;

deriving an interaction strategy for selectively providing the content, wherein the interaction strategy is based on the forecasted likelihoods; and

transmitting content information, wherein the content information includes information depicting the interaction strategy, wherein the content information is used to provide the content on the social networking platform, and in accordance with the interaction strategy.

2. The method of claim 1, wherein receiving information includes:

obtaining information related to a first member of the social networking platform, wherein the information related to the first member is obtained by;

tracking interactions of the first member with the social network application interface;

or

accessing information provided by the first member while utilizing the social networking platform.

3. The method of claim 1, wherein receiving information includes:

accessing information depicting social networking activities of the first member, wherein social networking activities include activities facilitated by the social networking platform;

tracking web browsing activities of the first member, the web browsing activities occurring apart from the social networking platform;

or

tracking internet purchasing activities of the first member, the purchasing activities occurring apart from the social networking platform.

4. The method of claim 3, wherein forecasting likelihoods of multiple outcomes includes forecasting a likelihood of a business outcome occurring after providing the content to the first member, wherein forecasting the likelihood of the business outcome is based on the obtained information related to the first member.

5. The method of claim 2, wherein generating interaction data includes:

generating data depicting browsing characteristics;

or

generating data depicting consumer tendencies.

6. The method of claim 1, wherein forecasting likelihoods of multiple outcomes includes:

estimating a first likelihood that a targeted response will result from providing the content in a first manner; and

estimating a second likelihood that a targeted response will occur after providing the content in a second manner.

7. The method of claim 1, wherein forecasting likelihoods of multiple outcomes includes forecasting a number of interactions expected to occur after providing the content in a first manner.

8. The method of claim 7, wherein forecasting the number of interactions expected to occur includes:

calculating a number of transactions anticipated to occur after providing the content in the first manner;

or

calculating a volume of sales anticipated to occur after providing the content in the first manner.

9. The method of claim 2, wherein:

the social network application interface includes a chat communication interface;

deriving the strategy includes specifically determining to direct the content to the first member; and

the content includes a chat invitation message, wherein the chat invitation message appears at the chat communication interface and proposes chat communication with an attending agent.

10. The method of claim 9, further comprising:

selecting an agent to be the attending agent, wherein the selected agent is selected from a group of agents, and wherein selecting includes;

analyzing agent information depicting traits, personal characteristics, experience, expertise, or historical sales performance of individual agents of the group;

analyzing the obtained information related to the first member; and

determining that the selected agent is more likely than other agents of the group to elicit a prioritized consumer response from the first member, wherein determining is based on the analyzed agent information and the obtained information related to the first member.

11. The method of claim 9, further comprising:

after the chat invitation message appears at the chat communication interface, tracking interactions of the first member with the chat communication interface;

deriving and storing data based on the tracked interactions with the chat communication interface, wherein the stored data;

indicates that the first member ignored the chat invitation message;

indicates that the chat invitation message elicited chat communication from the first member;

indicates that the chat invitation elicited a purchase made by the first member;

describes the chat invitation message;

or

describes the tracked interactions of the first member with the chat communication interface.

12. The method of claim 11, further comprising:

altering the interaction strategy based on the derived and stored data; and

transmitting new content information, wherein the new content information includes information depicting the altered interaction strategy, wherein the new content information is used to provide new content on the social networking platform, and wherein providing new content is done in accordance with the altered interaction strategy.

13. The method of claim 9, wherein the invitation facilitates a chat session during which chat communication between the attending agent and the first member occurs using the chat communication interface.

14. The method of claim 12, further comprising:

transmitting first display information, wherein first display information is used to provide the attending agent with the obtained information related to the first member.

15. The method of claim 9, further comprising:

receiving suggestion information from the attending agent, wherein the suggestion information depicts interactive content selected by the attending agent; and

transmitting interactive information in response to the suggestion information, wherein the interactive information is used to display the interactive content to the first member, wherein the interactive content is displayed on the chat communication interface.

16. The method of claim 9, further comprising:

determining to target a second member of the social networking platform, wherein determining to target the second member includes;

accessing communication information depicting past communication between the second member and the first member, and determining to target the second member based on the communication information;

or

accessing affiliation information depicting an affiliation that is common to both the first member and the second member, and determining to target the second member based on the affiliation information; and

in response to determining to target the second member, transmitting information used to provide additional content to the second member.

17. The method of claim 16, wherein the additional content includes:

an invitation to join an ongoing chat communication session involving the first member;

information about a past chat communication session;

information about a product, service, company;

or

information about consumer activity initiated by the first member.

18. The method of claim 16, wherein determining to target the second member further includes:

accessing data depicting interactions of the second member with the social networking platform;

generating a profile of the second member, wherein generating the profile includes attributing family information, traits, demographic information, lifestyle information, educational information, employment information, preferences, tastes, patterns, behaviors, or tendencies to the second member;

forecasting a likelihood that a business outcome will occur after providing the additional content to the second member, wherein forecasting is based on the profile,

and wherein determining to target the second member is further based on the forecasted likelihood that a targeted business outcome will occur after providing the additional content to the second member.

19. A system, comprising:

one or more processors;

one or more non-transitory computer-readable storage mediums containing instructions configured to cause the one or more processors to perform operations including;

transmitting social network application information, wherein the social network application information is used to provide a social network application interface on a social networking platform;

receiving information depicting interactions involving the social network application interface;

generating interaction data based on the received information, wherein the interaction data is generated by a computing device;

forecasting likelihoods of outcomes occurring in response to providing content through the social networking platform, wherein forecasting likelihoods is based on the generated interaction data;

deriving an interaction strategy for selectively providing the content, wherein the interaction strategy is based on the forecasted likelihoods; and

transmitting content information, wherein the content information includes information depicting the interaction strategy, wherein the content information is used to provide the content on the social networking platform, and in accordance with the interaction strategy.

20. The system of claim 19, wherein receiving information includes:

obtaining information related to a first member of the social networking platform, wherein the information related to the first member is obtained by;

tracking interactions of the first member with the social network application interface;

or

accessing information provided by the first member while utilizing the social networking platform.

21. The system of claim 19, wherein receiving information includes:

accessing information depicting social networking activities of the first member, wherein social networking activities include activities facilitated by the social networking platform;

tracking web browsing activities of the first member, the web browsing activities occurring apart from the social networking platform;

or

tracking internet purchasing activities of the first member, the purchasing activities occurring apart from the social networking platform.

22. The system of claim 20, wherein:

the social network application interface includes a chat communication interface;

deriving the strategy includes specifically determining to direct the content to the first member; and

the content includes a chat invitation message, wherein the chat invitation message appears at the chat communication interface and proposes chat communication with an attending agent.

23. The system of claim 22, wherein the operations further include:

selecting an agent to be the attending agent, wherein the selected agent is selected from a group of agents, and wherein selecting includes;

analyzing agent information depicting traits, personal characteristics, experience, expertise, or historical sales performance of individual agents of the group;

analyzing the obtained information related to the first member; and

determining that the selected agent is more likely than other agents of the group to elicit a prioritized consumer response from the first member, wherein determining is based on the analyzed agent information and the obtained information related to the first member.

24. The system of claim 22, wherein the operations further include:

after the chat invitation message appears at the chat communication interface, tracking interactions of the first member with the chat communication interface;

deriving and storing data based on the tracked interactions with the chat communication interface, wherein the stored data;

indicates that the first member ignored the chat invitation message;

indicates that the chat invitation message elicited chat communication from the first member;

indicates that the chat invitation elicited a purchase made by the first member;

describes the chat invitation message;

or

describes the tracked interactions of the first member with the chat communication interface.

25. A computer-program product, tangibly embodied in a machine-readable non-transitory storage medium, including instructions configured to cause a data processing apparatus to perform operations including:

transmitting social network application information, wherein the social network application information is used to provide a social network application interface on a social networking platform;

receiving information depicting interactions involving the social network application interface;

generating interaction data based on the received information, wherein the interaction data is generated by a computing device;

forecasting likelihoods of outcomes occurring in response to providing content through the social networking platform, wherein forecasting likelihoods is based on the generated interaction data;

deriving an interaction strategy for selectively providing the content, wherein the interaction strategy is based on the forecasted likelihoods; and

transmitting content information, wherein the content information includes information depicting the interaction strategy, wherein the content information is used to provide the content on the social networking platform, and in accordance with the interaction strategy.

26. The computer-program product of claim 25, wherein receiving information includes:

obtaining information related to a first member of the social networking platform, wherein the information related to the first member is obtained by;

tracking interactions of the first member with the social network application interface;

or

accessing information provided by the first member while utilizing the social networking platform.

27. The computer-program product of claim 25, wherein receiving information includes:

accessing information depicting social networking activities of the first member, wherein social networking activities include activities facilitated by the social networking platform;

tracking web browsing activities of the first member, the web browsing activities occurring apart from the social networking platform;

or

tracking internet purchasing activities of the first member, the purchasing activities occurring apart from the social networking platform.

28. The computer-program product of claim 26, wherein:

the social network application interface includes a chat communication interface;

deriving the strategy includes specifically determining to direct the content to the first member; and

the content includes a chat invitation message, wherein the chat invitation message appears at the chat communication interface and proposes chat communication with an attending agent.

29. The computer-program product of claim 28, wherein the operations further include:

selecting an agent to be the attending agent, wherein the selected agent is selected from a group of agents, and wherein selecting includes;

analyzing agent information depicting traits, personal characteristics, experience, expertise, or historical sales performance of individual agents of the group;

analyzing the obtained information related to the first member; and

determining that the selected agent is more likely than other agents of the group to elicit a prioritized consumer response from the first member, wherein determining is based on the analyzed agent information and the obtained information related to the first member.

30. The computer-program product of claim 28, wherein the operations further include:

after the chat invitation message appears at the chat communication interface, tracking interactions of the first member with the chat communication interface;

deriving and storing data based on the tracked interactions with the chat communication interface, wherein the stored data;

indicates that the first member ignored the chat invitation message;

indicates that the chat invitation message elicited chat communication from the first member;

indicates that the chat invitation elicited a purchase made by the first member;

describes the chat invitation message;

or

describes the tracked interactions of the first member with the chat communication interface.