SYSTEM AND METHOD FOR INTERACTION ROUTING BY APPLYING PREDICTIVE ANALYTICS AND MACHINE LEARNING TO WEB AND MOBILE APPLICATION CONTEXT

• US 20150296026A1
• Filed: 04/14/2015
• Published: 10/15/2015
• Est. Priority Date: 04/14/2014
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Altocloud Limited
• Inventors: SMYTH, Joseph, RIVERA, Ismael, DABROWSKI, Maciej
• Granted Patent: US 11,463,847 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06N 20/00 Machine learning
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04W 4/21 for social networking applications

Abstract

A system and method that pre-configure a telecommunication path between two users across a network. A server communicates an Application Programming Interface (API) to a website of an entity which, when accessed by a first user at a remote terminal, loads the API into the user terminal, captures data representative of the interaction of the first user with the website in real time, and communicates the data across the network to the server. The server compares the data with stored attributes of second users to identify a matching second user. The data is analyzed and used to predict a successful outcome between the two users. The server selects a network address of the matched second user, and, upon initiation of a telecommunication with the entity by the first user, routes the telecommunication to the network address and communicates the data to a second terminal of the matched second user.

Claims

1. A method of pre-configuring a telecommunication path between at least two users across a network, the method comprising the steps of

communicating at least a first Application Programming Interface (API) to a website of an entity;

and

when the website is accessed at a first terminal operated by a first of the said at least two users,

capturing data representative of the interaction of the first user with the website at the first terminal with the first API in real time;

communicating the captured data across the network to remote data processing means via the API;

comparing the communicated captured data with attributes of a plurality of second users stored at the remote data processing means for identifying a matching second user wherein the captured data is analyzed based on a pattern and used to predict a successful outcome between the first user and the matched second user; and

when the first user initiates a telecommunication with the entity,

selecting a network address of the matched second user at the remote data processing means;

routing the telecommunication to the selected network address; and

communicating at least a portion of the communicated captured data to a second terminal operated by the selected second user wherein the second user is an agent associated with the website of the entity.

2. The method according to claim 1, wherein data representative of the interaction comprises at least one selected from website data, website metadata, webpage page tags, website cookies, website page headers, one or more clickstream, one or more search strings, a website navigation record representative of historical or sequential user page and link selections, and user social media data.

3. The method according to claim 1, wherein the captured data comprises personae and activity user data and compared with stored attributes to identify the matching second user.

4. The method according to claim 1, wherein the pattern used to predict a successful outcome is based on a machine learning step comprising a clustering technique to cluster specific patterns of captured data and store over time for comparison with new captured data.

5. The method according to claim 1, wherein the step of routing further comprises selecting a telecommunication protocol and a network path between the first and second users.

6. The method according to claim 1, wherein the step of routing further comprises selecting a telecommunication protocol and a network path between the first and second users and the telecommunication protocol is selected for character-based messaging, audio-only or audio-video telecommunication.

7. The method according to claim 1, wherein the step of routing further comprises selecting a telecommunication protocol and a network path between the first and second users and the network path is selected from at least one of VoIP, WebRTC, jabber Guest, PSTN or other network path.

8. The method according to claim 1, wherein the step of routing further comprises selecting a telecommunication protocol and a network path between the first and second users and the step of selecting further comprises selecting as a function of the telecommunication functionalities of the first terminal and the capabilities of the first user'"'"'s network connection.

9. The method according to claim 1, wherein the website is a mobile application site or portal associated with the entity capable of communicating with an app downloaded onto a terminal.

10. A system for pre-configuring a telecommunication path between at least two users across a network, comprising

a server for communicating at least a first Application Programming Interface (API) to a website of an entity;

a network-connected terminal operated by a first of the said at least two users and configured, upon access to the website capture data representative of the interaction of the first user with the website in real time, and communicate the captured data across the network to the server via the API; and

a second network-connected terminal operated by the second of the said at least two users;

wherein the server is further configured to compare the communicated captured data with stored attributes of a plurality of second users for identifying a matching second user, select a network address of the matched second user wherein the captured data is analyzed based on a pattern and used to predict a successful outcome between the first user and the matched second user and, upon initiation of a telecommunication with the entity by the first user, route the telecommunication to the selected network address, and communicate at least a portion of the communicated captured data to the second terminal wherein the second user is an agent associated with the website of the entity.

11. The system according to claim 10, wherein data representative of the interaction comprises at least one selected from website data, website metadata, webpage page tags, website cookies, website page headers, one or more clickstream, one or more search strings, a website navigation record representative of historical or sequential user page and link selections, and user social media data.

12. The system according to claim 10, wherein the captured data comprises personae and activity user data and compared with stored attributes to identify the matching second user.

13. The system according to claim 10, wherein the pattern used to predict a successful outcome is based on a machine learning step wherein a machine learning module comprises a clustering technique to cluster specific patterns of captured data and store over time for comparison with new captured data.

14. The system according to claim 10, wherein the server is further configured to select a telecommunication protocol and a network path between the first and second users.

15. The system according to claim 10, wherein the server is further configured to select a telecommunication protocol and a network path between the first and second users and the telecommunication protocol is selected for character-based messaging, audio-only or audio-video telecommunication.

16. The system according to claim 10, wherein the server is further configured to select a telecommunication protocol and a network path between the first and second users and the network path is selected from at least one of VoIP, WebRTC, jabber Guest, PSTN or other network path.

17. The system according to claim 10, wherein the server is further configured to select a telecommunication protocol and a network path between the first and second users the server is further configured to select as a function of the telecommunication functionalities of the first terminal and the capabilities of the first user'"'"'s network connection.

18. The system according to claim 10, wherein the website is a mobile application site or portal associated with the entity capable of communicating with an app downloaded onto a terminal.

19. The system according to claim 10, wherein each of the server, first terminal and second terminal is selected from the group comprising desktop computers, mobile telephone handsets, tablet computers, portable computers, personal digital assistants, portable media players, portable game consoles.

20. A set of instructions recorded on a data carrying medium which, when processed by a first data processing terminal of an entity connected to a network, configures the terminal to perform the steps of

communicating at least a first Application Programming Interface (API) to a website of an entity;

causing the API to, when the website is accessed at a second data processing terminal;

capture data representative of the interaction of a first user with the website at the second terminal in real time;

communicate the captured data across the network to the first data processing terminal via the API;

compare the communicated captured data with attributes of a plurality of second users stored at the second data processing means for identifying a matching second user, wherein the captured data is analyzed based on a pattern and used to predict a successful outcome between the first user and the matched second user; and

when the first user initiates a telecommunication with the entity,

selecting a network address of the matched second user at the first terminal;

routing the telecommunication to the selected network address; and

communicating at least a portion of the communicated captured data to a terminal operated by the selected second user wherein the second user is an agent associated with the website of the entity.