SYSTEM FOR INTERACTING WITH A WEB VISITOR

• US 20170308455A1
• Filed: 07/10/2017
• Published: 10/26/2017
• Est. Priority Date: 11/10/2011
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Ryabchun, Andrey V., Pattabhiraman, Ramesh V., Barnes, Derek, Scott, Mark, Barnett, James H.
• Granted Patent: US 10,275,332 B2
• Time in Patent Office: Days
• CPC Class Codes: G06F 11/3438 monitoring of user actions tracking the activity of the user H04L67/535
• CPC Class Codes: G06F 11/3495 for systems
• CPC Class Codes: G06F 2201/86 Event-based monitoring
• CPC Class Codes: G06F 2201/875 Monitoring of systems including the internet

Abstract

A system for interacting with a person browsing a web site has an Internet-connected server and a connected data repository, and software executing on the server from a non-transitory physical medium. The software provides an identity function identifying the person, a selection function checking the data repository for stored information regarding the identified person, including any tracking rules associated with the identified person, and one or more tracking functions monitoring and recording behavior of the person browsing the web site. The one or more tracking functions follow the tracking rules, if any, associated with the identified person in monitoring and recording behavior of the browsing person.

Claims

1. A system for interacting with a person browsing a web site, comprising:

an Internet-connected server having a connected data repository ; and

software executing on the server from a non-transitory physical medium, the software providing;

an identity function identifying the person;

a selection function checking the data repository for stored information regarding the identified person, including any tracking rules associated with the identified person; and

one or more tracking functions monitoring and recording behavior of the person browsing the web site;

wherein the one or more tracking functions follow the tracking rules, if any, associated with the identified person in monitoring and recording behavior of the browsing person.

2. The system of claim 1 wherein the stored information in the data repository comprises one or both of demographic information and transaction history regarding the identified person, and behavior recorded on the web site is stored in the data repository along with the demographic information and transaction history.

3. The system of claim 1 wherein no information is discovered in the data repository regarding the identified person, a default set of tracking rules is followed, and data is stored associated with the identified person as a result.

4. The system of claim 2 further comprising a call center hosted by an enterprise, the call center providing messaging functions including telephony functions, wherein the behavior recoded on the web site, along with any other information regarding the identified person is used to determine and initiate a messaging transaction with the identified person.

5. The system of claim 1 wherein candidate web sites are enabled for tracking visitor behavior by inserting a script into the source code, the script readable by a browser application.

6. The system of claim 5, wherein the script is one of a Java script or an Action script.

7. The system of claim 1 wherein the recorded behavior includes one or more of navigation information, search result information, comparative pricing information, form fill information, and shopping cart interaction information.

8. The system of claim 4 wherein the messaging functions include one or more of include sending an email, sending a pop-up message, sending a short mail service (SMS) message, launching a Chat session, placing a telephone call, and presenting an offer.

10. The method of claim 1, where pre-stored information and tracking rules are found for the identified person, comprising a step for storing the tracking results in the data repository with the existing information for the identified person.

12. The method of claim 10 wherein a call center hosted by an enterprise provides messaging functions including telephony functions, and the behavior recoded on the web site, along with any other information regarding the identified person is used to determine and initiate a messaging transaction with the identified person.

16. The method of claim 12 wherein the messaging functions include one or more of include sending an email, sending a pop-up message, sending a short mail service (SMS) message, launching a Chat session, placing a telephone call, and presenting an offer.

17. The system of claim 1 wherein tracking visitor behavior is accomplished by a proxy inserting executable code, at least temporarily, in a browser operated by the browsing person whose behavior is to be tracked, enabling demonstration of functions to a potential web client without altering the client'"'"'s web site.

9. A method for interacting with a person browsing a web site, comprising the steps of:

(a) identifying the person browsing the web site by software executing from a non-transitory physical medium coupled to a tracking server;

(b) checking in a coupled data repository for information regarding the identified person and any pre-stored tracking rules associated with the identified person;

(c) using the tracking rules found, if any, to monitor and record behavior of the person browsing the web site, and

(d) in the event no information regarding the identified person is found, tracking web behavior of the person using a default set of tracking rules, and storing the result associated with the identified person.

11. The method of claim 9 wherein, if no information is discovered in the data repository regarding the identified person, a default set of tracking rules is followed, and data is stored associated with the identified person as a result.

13. The method of claim 9 wherein candidate web sites are enabled for tracking visitor behavior by inserting a script into the source code, the script readable by a browser application.

14. The method of claim 13, wherein the script is one of a Java script or an Action script.

15. The method of claim 9 wherein the recorded behavior includes one or more of navigation information, search result information, comparative pricing information, form fill information, and shopping cart interaction information.