System and method for providing intelligent support

• US 7,865,455 B2
• Filed: 03/13/2008
• Issued: 01/04/2011
• Est. Priority Date: 03/13/2008
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: OpinionLab Incorporated (Verint Systems Incorporated)
• Inventors: Nickerson, Rand B., Treschl, Mark A.
• Primary Examiner(s): HOLMES, MICHAEL B
• Application Number:
  US12/048,136
• Publication Number:
  US 20090235236A1
• Time in Patent Office: 1,027 Days
• Field of Search: 706/45
• US Class Current: 706/45
• CPC Class Codes: G06Q 10/00 Administration; Management

Abstract

According to one embodiment, a computer-implemented method for providing intelligent support includes using at least one computer system to access information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software; accessing intervention trigger logic; identify at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information; and generate one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user.

Claims

1. A computer-implemented method for providing intelligent support, comprising:

using a computer system, accessing information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software;

using a computer system, accessing intervention trigger logic;

using a computer system identifying at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information; and

using a computer system, generating one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user;

wherein the accessed information associated with a user experience for a particular user of a web page includes contextual information regarding one or more aspects of the particular user'"'"'s access to the web page, the contextual information comprising at least one selected from the group consisting of a referring uniform resource locator, a monitor resolution, a browser type, an operating system type, and an amount of time the particular user has spent on the web page.

2. A computer-implemented method for providing intelligent support, comprising:

using a computer system, accessing information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software;

using a computer system, accessing intervention trigger logic;

using a computer system, identifying at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information; and

using a computer system, generating one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user;

wherein;

the user feedback comprises at least one comment collected from the particular user using feedback collection software; and

the intervention trigger logic is applied to at least a portion of the accessed information by analyzing the contents of the at least one comment collected from the particular user.

3. A computer-implemented method for providing intelligent support, comprising:

using a computer system, accessing information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software;

using a computer system, accessing intervention trigger logic;

using a computer system, identifying at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information; and

using a computer system, generating one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the user;

wherein;

the user feedback comprises at least one comment collected from the particular user using feedback collection software; and

the intervention trigger logic is applied to at least a portion of the accessed information by analyzing the contents of the at least one comment collected from the particular user; and

wherein analyzing the contents of the at least one comment collected from the particular user comprises applying an inductive learning algorithm to the contents of the at least one comment.

4. A computer-implemented method for providing intelligent support, comprising:

using a computer system, accessing information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software;

using a computer system, accessing intervention trigger logic;

using a computer system, identifying at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information; and

using a computer system, generating one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user;

wherein applying the intervention trigger logic to at least a portion of the accessed information comprises at least one selected from the group consisting of searching the user feedback collected from the particular user for one or more key-words, searching the user feedback collected from the particular user for a category selection, and searching a referring uniform resource locator for a string pattern.

5. A computer-implemented method for providing intelligent support, comprising:

using a computer system, accessing information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software;

using a computer system, accessing intervention trigger logic;

using a computer system, identifying at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information;

using a computer system, generating one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user; and

using a computer system, presenting at least one of the one or more intervention elements to the particular user in substantially real-time after the user feedback has been collected from the particular user using feedback collection software.

6. A computer-implemented method for providing intelligent support, comprising:

using a computer system, accessing information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software;

using a computer system, accessing intervention trigger logic;

using a computer system, identifying at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information;

using a computer system, generating one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user; and

using a computer system, presenting at least one of the one or more intervention elements to the particular user, wherein the at least one of the one or more intervention elements comprises a hypertext link to a web page.

7. A computer-implemented method for providing intelligent support, comprising:

using a computer system, accessing information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software;

using a computer system, accessing intervention trigger logic;

using a computer system, identifying at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information;

using a computer system, generating one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user; and

using a computer system, presenting at least one of the one or more intervention elements to the particular user, wherein the at least one of the one or more intervention elements comprises at least one selected from the group consisting of an audio element and a video element.

8. A computer-implemented method for providing intelligent support, comprising:

using a computer system, accessing information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software;

using a computer system, accessing intervention trigger logic;

using a computer system, identifying at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information;

using a computer system, generating one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user; and

using a computer system, presenting at least one of the one or more intervention elements to the particular user, wherein the at least one of the one or more intervention elements comprises an asynchronous messaging application.

9. A computer-implemented method for providing intelligent support, comprising:

using a computer system, accessing information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software;

using a computer system, accessing intervention trigger logic;

using a computer system, identifying at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information;

using a computer system, generating one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user; and

using a computer system, collecting information regarding the particular user'"'"'s response to at least one of the one or more intervention elements.

10. A system for providing intelligent support, the system comprising software encoded in a computer readable medium and when executed by one or more processors operable to:

access information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software;

access intervention trigger logic;

identify at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information; and

generate one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user;

wherein the accessed information associated with a user experience for a particular user of a web page includes contextual information regarding one or more aspects of the particular user'"'"'s access to the web page, the contextual information comprising at least one selected from the group consisting of a referring uniform resource locator, a monitor resolution, a browser type, an operating system type, and an amount of time the particular user has spent on the web page.

11. A system for providing intelligent support, the system comprising software encoded in a computer readable medium and when executed by one or more processors operable to:

access information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software;

access intervention trigger logic;

identify at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information; and

generate one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user;

wherein;

the user feedback comprises at least one comment collected from the particular user using feedback collection software; and

the intervention trigger logic is applied to at least a portion of the accessed information by analyzing the contents of the at least one comment collected from the particular user.

12. A system for providing intelligent support, the system comprising software encoded in a computer readable medium and when executed by one or more processors operable to:

access information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software;

access intervention trigger logic;

identify at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information; and

generate one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user;

wherein;

the user feedback comprises at least one comment collected from the particular user using feedback collection software; and

the intervention trigger logic is applied to at least a portion of the accessed information by analyzing the contents of the at least one comment collected from the particular user; and

wherein analyzing the contents of the at least one comment collected from the particular user comprises applying an inductive learning algorithm to the contents of the at least one comment.

13. A system for providing intelligent support, the system comprising software encoded in a computer readable medium and when executed by one or more processors operable to:

access information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software;

access intervention trigger logic;

identify at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information; and

generate one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user;

wherein applying the intervention trigger logic to at least a portion of the accessed information comprises at least one selected from the group consisting of searching the user feedback collected from the particular user for one or more key-words, searching the user feedback collected from the particular user for a category selection, and searching a referring uniform resource locator for a string pattern.

14. A system for providing intelligent support, the system comprising software encoded in a computer readable medium and when executed by one or more processors operable to:

access information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software;

access intervention trigger logic;

identify at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information;

generate one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user; and

present at least one of the one or more intervention elements to the particular user in substantially real-time after the user feedback has been collected from the particular user using feedback collection software.

15. A system for providing intelligent support, the system comprising software encoded in a computer readable medium and when executed by one or more processors operable to:

access information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software;

access intervention trigger logic;

identify at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information;

generate one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user; and

present at least one of the one or more intervention elements to the particular user, wherein the at least one of the one or more intervention elements comprises a hypertext link to a web page.

16. A system for providing intelligent support, the system comprising software encoded in a computer readable medium and when executed by one or more processors operable to:

access information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software;

access intervention trigger logic;

identify at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information;

generate one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user; and

present at least one of the one or more intervention elements to the particular user, wherein the at least one of the one or more intervention elements comprises at least one selected from the group consisting of an audio element and a video element.

17. A system for providing intelligent support, the system comprising software encoded in a computer readable medium and when executed by one or more processors operable to:

access information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software;

access intervention trigger logic;

identify at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information;

generate one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user; and

present at least one of the one or more intervention elements to the particular user, wherein the at least one of the one or more intervention elements comprises an asynchronous messaging application.

18. A system for providing intelligent support, the system comprising software encoded in a computer readable medium and when executed by one or more processors operable to:

access information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software;

access intervention trigger logic;

identify at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information;

generate one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user; and

collect information regarding the particular user'"'"'s response to at least one of the one or more intervention elements.

19. A computer-implemented method for providing intelligent support, comprising:

using a computer system, accessing information associated with a user experience for a particular user of a web page, the accessed information including user feedback collected from the particular user using feedback collection software;

using a computer system, accessing intervention trigger logic;

using a computer system, identifying at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information, wherein applying the intervention trigger logic to at least a portion of the accessed information comprises at least one selected from the group consisting of searching the user feedback collected from the particular user for one or more key-words, searching the user feedback collected from the particular user for a category selection, and searching a referring uniform resource locator for a string pattern;

using a computer system, generating one or more intervention elements for presentation to the particular user, in response to the identification of at least one intervention trigger, to improve the user experience for the particular user; and

using a computer system, presenting at least one of the one or more intervention elements to the particular user in substantially real-time after the user feedback has been collected from the particular user using feedback collection software.