ANALYTICS DRIVEN ENGAGEMENT

• US 20150200822A1
• Filed: 12/15/2014
• Published: 07/16/2015
• Est. Priority Date: 02/10/2012
• Status: Active Application

• Current Assignee: LivePerson Incorporated
• Original Assignee: LivePerson Incorporated
• Inventors: Zelenko, Avinoam, Gordon, Vitaly, Kehat, Arnon-Naftally, Barak, Matan
• Application Number:
  US14/570,963
• Publication Number:
  US 20150200822A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: G06Q 30/00 Commerce
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 30/0207 Discounts or incentives, e.g. coupons or rebates
• CPC Class Codes: G06Q 30/0211 Determining the effectiveness of discounts or incentives
• CPC Class Codes: G06Q 30/0246 Traffic
• CPC Class Codes: H04L 43/04 Processing captured monitoring data, e.g. for logfile generation
• CPC Class Codes: H04L 43/08 Monitoring or testing based on specific metrics, e.g. QoS, energy consumption or environmental parameters

Abstract

Various embodiments relate to an engagement server and a related method of initiating an engagement between an agent device and a user device based on formed and modified engagement rules. In one embodiment, the engagement server can receive one or more third-party analytic reports and use them to form engagement rules that determine when the engagement server initiates an engagement between the agent device and user device. In some embodiments, the engagement server can also receive user interaction data from the user device to modify engagement rules to fit a particular user. In some embodiments, the engagement server can use the third-party analytic reports and/or user interaction data from a plurality of users to form a statistical model. The engagement server may then use the statistical model to form and/or modify the engagement rules.

Claims

1. A computerized method for automatically adjusting engagement rules based on user interactions with a website, the method comprising:

storing, by a server computer, a set of engagement rules for a website, wherein each engagement rule defines criteria that, if met, causes the website to engage a user of the website;

receiving, by the server computer, data indicative of a set of users'"'"' interactions with the website, wherein the data is generated by a third-party data provider; and

automatically adjusting, by the server computer, one or more generated rules from the set of engagement rules based on the received data.

2. The method of claim 1, further comprising:

receiving, by the server computer, second data indicative of a second set of users'"'"' interactions with the website, wherein the second data is generated by a second third-party data provider that is different than the third-party data provider; and

generating, by the server computer, a statistical model based on the received data and the second received data.

3. The method of claim 2, wherein:

the received data and the second received data each comprise one or more parameters; and

generating the statistical model comprises correlating a first parameter from the received data and a second parameter from the second received data using a principal component analysis (PCA).

4. The method of claim 2, wherein the statistical model is indicative of user interaction with the website.

5. The method of claim 1, wherein the received data comprises a website analytic report.

6. The method of claim 1, wherein engaging a user comprises transmitting a pop-up window to the user.

7. The method of claim 1, wherein automatically adjusting comprises creating a new engagement rule in the set of engagement rules.

8. The method of claim 1, wherein automatically adjusting comprises changing an existing engagement rule in the set of engagement rules.

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

store a set of engagement rules for a website, wherein each engagement rule defines criteria that, if met, causes the website to engage a user of the website;

receive data indicative of a set of users'"'"' interactions with the website, wherein the data is generated by a third-party data provider; and

automatically adjust one or more generated rules from the set of engagement rules based on the received data.

10. The computer program product of claim 9 further comprising instructions being configured to cause a data processing apparatus to:

receive second data indicative of a second set of users'"'"' interactions with the website, wherein the second data is generated by a second third-party data provider that is different than the third-party data provider; and

generate a statistical model based on the received data and the second received data.

11. The computer program product of claim 10, wherein:

the received data and the second received data each comprise one or more parameters; and

instructions to generate the statistical model comprises instructions to correlate a first parameter from the received data and a second parameter from the second received data using a principal component analysis (PCA).

12. The computer program product of claim 10, wherein the statistical model is indicative of user interaction with the website.

13. The computer program product of claim 9, wherein the received data comprises a website analytic report.

14. The computer program product of claim 9, wherein engaging a user comprises transmitting a pop-up window to the user.

15. An apparatus for automatically adjusting engagement rules based on user interactions with a website, the apparatus comprising a processor and memory configured to:

store a set of engagement rules for a website, wherein each engagement rule defines criteria that, if met, causes the website to engage a user of the website;

receive data indicative of a set of users'"'"' interactions with the website, wherein the data is generated by a third-party data provider; and

automatically adjust one or more generated rules from the set of engagement rules based on the received data.

16. The apparatus of claim 15, further configured to:

receive second data indicative of a second set of users'"'"' interactions with the website, wherein the second data is generated by a second third-party data provider that is different than the third-party data provider; and

generate a statistical model based on the received data and the second received data.

17. The apparatus of claim 16, wherein:

the received data and the second received data each comprise one or more parameters; and

generating the statistical model comprises correlating a first parameter from the received data and a second parameter from the second received data using a principal component analysis (PCA).

18. The apparatus of claim 16, wherein the statistical model is indicative of user interaction with the website.

19. The apparatus of claim 15, wherein the received data comprises a website analytic report.

20. The apparatus of claim 15, wherein engaging a user comprises transmitting a pop-up window to the user.