SYSTEMS, APPARATUSES, AND METHODS FOR INTELLIGENT NETWORK COMMUNICATION AND ENGAGEMENT

• US 20170195438A1
• Filed: 12/28/2016
• Published: 07/06/2017
• Est. Priority Date: 12/31/2015
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Contact Solutions Incorporated
• Inventors: DELLOSTRITTO, James J., SCHNEIDER, Ryan, SIDDIQUI, Sameer
• Granted Patent: US 10,063,647 B2
• Time in Patent Office: Days
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34
• CPC Class Codes: H04L 67/62 Establishing a time schedule for servicing the requests

Abstract

Systems and methods directed to intelligent network communication and engagement during interaction with a consumer device. The progress of the consumer/consumer device can be tracked during interaction to make a decision to intervene based on one or more factors. The intervention may include invoking an appropriate, personalized request to the consumer for support. A consumer device can be employed to shop for a product via a mobile application provided by a retailer. For example, if the client has placed an item in a shopping cart, but does not completed the transaction, the context service can track events associated with the interaction and using an analysis service, and determine an appropriate time and/or manner to communicatively engage the user. As such, the context service can mimic a brick and mortar sales experience where sales associates determine the appropriate time to interact with a client who appears confused.

Claims

1. A method, comprising:

tracking the activity at a consumer device associated with a user, the activity being interactions between the user and another entity;

tracking events associated with the activity;

using an analysis service to determine an appropriate time to communicatively engage the user; and

providing support to user in accordance with the events.