SYSTEM AND METHOD FOR PERFORMING FOLLOW UP BASED ON USER INTERACTIONS

• US 20140222888A1
• Filed: 04/03/2014
• Published: 08/07/2014
• Est. Priority Date: 09/14/2005
• Status: Active Grant

• Current Assignee: LivePerson Incorporated
• Original Assignee: LivePerson Incorporated
• Inventors: Karidi, Ron
• Granted Patent: US 9,525,745 B2
• Time in Patent Office: Days
• US Class Current: 709/201
• CPC Class Codes: G06F 16/972 Access to data in other repository systems, e.g. legacy data or dynamic Web page generation
• CPC Class Codes: G06F 21/6263 during internet communication, e.g. revealing personal data from cookies
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34

Abstract

A system and method for follow up management comprising determining if a user has a repository record, extracting information from the repository record associated with the user, and acting on information stored in the repository record. The method may be practiced on a system for managing online interaction comprising a business rules engine a follow up repository, and a follow up engine.

Claims

1. A computer-implemented method, comprising:

receiving a cookie relating to a visitor of a website, wherein the cookie includes information indicating whether a repository exists for the visitor;

determining, on a computing device, if a repository exists based on the information stored in the cookie, wherein information stored in the repository is used to determine a follow-up action to take based on an activity of the visitor during a prior visit to the website, wherein the information stored in the repository is different from the information stored in the cookie;

retrieving, on the computing device, the information stored in the repository;

determining, on the computing device, a follow-up action to take based on the information stored in the repository;

performing the follow-up action; and

revising the repository when one or more activities of the visitor are detected on the website, wherein the revised repository includes new information used to determine one or more follow-up actions.

2. The method of claim 1, wherein the information stored in the repository includes a history of the visitor.

3. The method of claim 1, wherein the follow-up action includes setting a system variable, setting a display variable, opening a communication channel, or opening an engagement channel.

4. The method of claim 1, wherein the follow-up action includes providing a chat to the visitor or providing a popup to the visitor.

5. A system, comprising:

a processor; and

a non-transitory computer-readable storage medium containing instructions configured to cause the processor to perform operations including;

receiving a cookie relating to a visitor of a website, wherein the cookie includes information indicating whether a repository exists for the visitor;

determining if a repository exists based on the information stored in the cookie, wherein information stored in the repository is used to determine a follow-up action to take based on an activity of the visitor during a prior visit to the website, wherein the information stored in the repository is different from the information stored in the cookie;

retrieving the information stored in the repository;

determining a follow-up action to take based on the information stored in the repository;

performing the follow-up action; and

revising the repository when one or more activities of the visitor are detected on the website, wherein the revised repository includes new information used to determine one or more follow-up actions.

6. The system of claim 5, wherein the information stored in the repository includes a history of the visitor.

7. The system of claim 5, wherein the follow-up action includes setting a system variable, setting a display variable, opening a communication channel, or opening an engagement channel.

8. The system of claim 5, wherein the follow-up action includes providing a chat to the visitor or providing a popup to the visitor.

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

receive a cookie relating to a visitor of a website, wherein the cookie includes information indicating whether a repository exists for the visitor;

determine if a repository exists based on the information stored in the cookie, wherein information stored in the repository is used to determine a follow-up action to take based on an activity of the visitor during a prior visit to the website, wherein the information stored in the repository is different from the information stored in the cookie;

retrieve the information stored in the repository;

determine a follow-up action to take based on the information stored in the repository;

perform the follow-up action; and

revise the repository when one or more activities of the visitor are detected on the website, wherein the revised repository includes new information used to determine one or more follow-up actions.

10. The computer-program product of claim 9, wherein the information stored in the repository includes a history of the visitor.

11. The computer-program product of claim 9, wherein the follow-up action includes setting a system variable, setting a display variable, opening a communication channel, or opening an engagement channel.

12. The computer-program product of claim 9, wherein the follow-up action includes providing a chat to the visitor or providing a popup to the visitor.