SYSTEM AND METHOD FOR PERFORMING FOLLOW UP BASED ON USER INTERACTIONS

• US 20160248706A1
• Filed: 12/15/2015
• Published: 08/25/2016
• Est. Priority Date: 09/14/2005
• Status: Active Grant

• Current Assignee: LivePerson Incorporated
• Original Assignee: LivePerson Incorporated
• Inventors: Karidi, Ron
• Granted Patent: US 9,590,930 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• 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

1-12. -12. (canceled)

13. A computer-implemented method, comprising:

monitoring, on a computing device, activities during a communication session;

determining a follow-up action to perform based on a monitored activity;

determining when to perform the follow-up action based on the monitored activity, wherein the follow-up action is to be performed at a future trigger date;

storing information in a repository, wherein the information indicates the follow-up action and when to perform the follow-up action, and wherein the information stored in the repository is different from information stored in a file indicating whether a repository exists;

detecting the future trigger date;

retrieving the information stored in the repository when the future trigger date is detected;

determining the follow-up action to perform from the information stored in the repository; and

performing the follow-up action.

14. The method of claim 13, wherein the information stored in the repository includes a history associated with a user associated with the monitored activity.

15. The method of claim 13, wherein the follow-up action includes at least one or more of opening a communication channel, opening an engagement channel, or presenting an option to communicate using a communication channel.

16. The method of claim 13, wherein the monitored activity includes a request to chat.

17. The method of claim 16, wherein the follow-up action includes at least one or more of providing a chat to a user or providing an option to chat to the user.

18. The method of claim 13, wherein the future trigger date includes a next communication session by a user associated with the monitored activity.

19. The method of claim 13, wherein the future trigger date includes a determined future date.

20. The method of claim 13, further comprising:

determining an expiration date for the information stored in the repository; and

storing the expiration date.

28. The system of claim 13, further comprising:

determining an expiration date for the information stored in the repository; and

storing the expiration date.

21. A system, comprising:

a processor; and

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

monitoring, on a computing device, activities during a communication session;

determining a follow-up action to perform based on a monitored activity;

determining when to perform the follow-up action based on the monitored activity, wherein the follow-up action is to be performed at a future trigger date;

storing information in a repository, wherein the information indicates the follow-up action and when to perform the follow-up action, and wherein the information stored in the repository is different from information stored in a file indicating whether a repository exists;

detecting the future trigger date;

retrieving the information stored in the repository when the future trigger date is detected;

determining the follow-up action to perform from the information stored in the repository; and

performing the follow-up action.

22. The system of claim 21, wherein the information stored in the repository includes a history associated with a user associated with the monitored activity.

23. The system of claim 21, wherein the follow-up action includes at least one or more of opening a communication channel, opening an engagement channel, or presenting an option to communicate using a communication channel.

24. The system of claim 21, wherein the monitored activity includes a request to chat.

25. The system of claim 24, wherein the follow-up action includes at least one or more of providing a chat to a user or providing an option to chat to the user.

26. The system of claim 21, wherein the future trigger date includes a next communication session by a user associated with the monitored activity.

27. The system of claim 21, wherein the future trigger date includes a determined future date.

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

monitoring, on a computing device, activities during a communication session;

determining a follow-up action to perform based on a monitored activity;

determining when to perform the follow-up action based on the monitored activity, wherein the follow-up action is to be performed at a future trigger date;

storing information in a repository, wherein the information indicates the follow-up action and when to perform the follow-up action, and wherein the information stored in the repository is different from information stored in a file indicating whether a repository exists;

detecting the future trigger date;

retrieving the information stored in the repository when the future trigger date is detected;

determining the follow-up action to perform from the information stored in the repository; and

performing the follow-up action.

30. The computer-program product of claim 29, wherein the monitored activity includes a request to chat.

31. The computer-program product of claim 30, wherein the follow-up action includes at least one or more of providing a chat to a user or providing an option to chat to the user.

32. The computer-program product of claim 29, wherein the future trigger date includes a next communication session by a user associated with the monitored activity or a determined future date.