SYSTEMS AND METHODS FOR CLIENT-SIDE CONTEXTUAL ENGAGEMENT

• US 20160044083A1
• Filed: 08/05/2015
• Published: 02/11/2016
• Est. Priority Date: 08/05/2014
• Status: Active Grant

• Current Assignee: Moxie Software Incorporated (Nice Ltd)
• Original Assignee: Moxie Software Incorporated (Nice Ltd)
• Inventors: Galloway, Michael, Nasson, Randy, Pollock, Jonathan, Bell, Jonathan Lee
• Granted Patent: US 10,587,672 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/60 Scheduling or organising the servicing of application requests, e.g. requests for application data transmissions using the analysis and optimisation of the required network resources admission control or resource allocation H04L47/70

Abstract

Disclosed is a new approach for client-side contextual engagement with a website visitor. A browser loads a page containing a reference to a script file implementing a visitor client. The visitor client may store visitor client data including site rules and a visitor profile locally on the client device. The visitor client may include a context monitor for calling the decision engine, a decision engine for evaluating the site rules relative to a context defined at least partially by events occurring on the page and the visitor profile, and a widget manager for managing visitor client data persisted on the client device. The content monitor may call the decision engine when the context changes. The decision engine may determine, in real time and relative to the context, that proactive or reactive engagement(s) may be appropriate and call the widget manager to launch and display corresponding engagement channel(s) on the page.

Claims

1. A method for client-side contextual engagement with a website visitor, comprising:

responsive to the website visitor directing a browser running on a client device to a website, the browser loading a page on the client device, the page associated with a source code file, the source code file embedded with a reference to a script file implementing a visitor client, wherein loading the page by the browser enables the visitor client to run on the client device while the page is open on the client device;

the visitor client persisting, in a local storage of the client device, visitor client data including domain-specific site rules for the website and a visitor profile for the website visitor;

the visitor client initializing visitor client components including a context monitor, a decision engine, and a widget manager;

the context monitor calling the decision engine while the page is loading;

the decision engine scoping the domain-specific site rules for the website to determine a set of the domain-specific site rules applicable to the page;

the context monitor continuously monitoring events occurring within the page reflective of activities by the website visitor relative to the page while the page is open on the client device;

the context monitor calling the decision engine when a context on the page changes, the context defined at least in part by one or more of the events occurring within the page and the visitor profile for the website visitor;

the decision engine evaluating, in real time and relative to the context, the set of the domain-specific site rules persisted in the local storage of the client device and applicable to the page;

the decision engine communicating a result to the widget manager; and

the widget manager launching one or more engagement widgets and displaying one or more engagement channels supported by the one or more engagement widgets on the page.

2. The method according to claim 1, wherein the visitor client components further include a log manager, wherein when a log event occurs, the decision engine evaluates, in real time and relative to the context defined at least partially by the log event and the visitor profile for the website visitor, the set of the domain-specific site rules persisted in the local storage of the client device and applicable to the page and communicates a result to the log manager.

3. The method according to claim 2, further comprising:

the log manager sending the visitor profile to a server remote from the client device.

4. The method according to claim 1, wherein the events are Document Object Model (DOM) events.

5. The method according to claim 4, wherein the context is defined by the DOM events, the visitor profile, metadata associated with the page, device details about the client device, and location information associated with the website visitor.

6. The method according to claim 1, wherein the visitor client components further comprises a storage manager for managing the domain-specific site rules for the website and the visitor profile for the website visitor persisted in the local storage of the client device.

7. The method according to claim 1, further comprising:

the browser requesting the page from a web server hosting the website; and

the browser retrieving the script file from a location remote from the web server.

8. The method according to claim 7, wherein the script file is retrieved from the local storage on the client device, from an application server, from a content delivery network server, or from a file server operating in a cloud computing environment.

9. The method according to claim 1, wherein the visitor client is specific to the website and operates within the page of the website.

10. The method according to claim 1, wherein the context monitor continues to monitor the context until the page is closed, a page timer has expired, the local storage is emptied, or a transaction is completed.

11. A system for client-side contextual engagement with a website visitor, comprising:

at least one processor;

a local storage;

stored instructions translatable by the at least one processor to implement a visitor client, wherein responsive to a website visitor directing a browser running on a client device to a website, the browser loads a page on the client device, the page associated with a source code file, the source code file embedded with a reference to a script file implementing the visitor client, wherein loading the page by the browser enables the visitor client to run on the client device while the page is open on the client device;

the visitor client persisting, in a local storage of the client device, visitor client data including domain-specific site rules for the website and a visitor profile for the website visitor;

the visitor client initializing visitor client components including a context monitor, a decision engine, and a widget manager;

the context monitor calling the decision engine while the page is loading;

the decision engine scoping the domain-specific site rules for the website to determine a set of the domain-specific site rules applicable to the page;

the context monitor continuously monitoring events occurring within the page reflective of activities by the website visitor relative to the page while the page is open on the client device;

the context monitor calling the decision engine when a context on the page changes, the context defined at least in part by one or more of the events occurring within the page and the visitor profile for the website visitor;

the decision engine evaluating, in real time and relative to the context, the set of the domain-specific site rules persisted in the local storage of the client device and applicable to the page;

the decision engine communicating a result to the widget manager; and

the widget manager launching one or more engagement widgets and displaying one or more engagement channels supported by the one or more engagement widgets on the page.

12. The system of claim 11, wherein the visitor client components further include a log manager, wherein when a log event occurs, the decision engine evaluates, in real time and relative to the context defined at least partially by the log event and the visitor profile for the website visitor, the set of the domain-specific site rules persisted in the local storage of the client device and applicable to the page and communicates a result to the log manager.

13. The system of claim 12, wherein the log manager sends the visitor profile to a server remote from the client device.

14. The system of claim 11, wherein the events are Document Object Model (DOM) events.

15. The system of claim 14, wherein the context is defined by the DOM events, the visitor profile, metadata associated with the page, device details about the client device, and location information associated with the website visitor.

16. The system of claim 11, wherein the visitor client components further comprises a storage manager for managing the domain-specific site rules for the website and the visitor profile for the website visitor persisted in the local storage of the client device.

17. The system of claim 11, wherein the browser requests the page from a web server hosting the website and wherein the browser retrieves the script file from a location remote from the web server.

18. The system of claim 17, wherein the script file is retrieved from the local storage on the client device, from an application server, from a content delivery network server, or from a file server operating in a cloud computing environment.

19. The system of claim 11, wherein the visitor client is specific to the website and operates within the page of the website.

20. The system of claim 11, wherein the context monitor continues to monitor the context until the page is closed, a page timer has expired, the local storage is emptied, or a transaction is completed.