Method and system for evaluating performance of a website using a customer segment agent to interact with the website according to a behavior model

• US 8,069,075 B2
• Filed: 03/05/2003
• Issued: 11/29/2011
• Est. Priority Date: 03/05/2003
• Status: Active Grant

• Current Assignee: Micro Focus LLC (Open Text Corporation)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Salle, Mathias, Kirshenbaum, Evan, Santos, Cipriano
• Primary Examiner(s): MANSFIELD, THOMAS L
• Application Number:
  US10/378,872
• Publication Number:
  US 20040176992A1
• Time in Patent Office: 3,191 Days
• Field of Search: 705/7.29, 705/7.38
• US Class Current: 705/7.29
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 30/0204 Market segmentation

Abstract

A method is disclosed for evaluating the performance of a website. An agent interacts with the website using a behavior model of an exemplary website customer. The agent interacts with the website according to the behavior model and gathers website performance data related to the interaction. The performance data is compared to a utility function for the behavior model. A rating is assigned to the website based on the comparison, and the rating is made available to potential website customers seeking information related to the website'"'"'s performance.

Claims

1. A method for evaluating performance of a website, comprising:

interacting with the website using an agent according to a behavior model associated with a customer segment, wherein the behavior model includes parameters that instruct the agent to automatically interact with the website in a manner that models a behavior of a customer;

gathering website performance data related to the interacting;

comparing the website performance data to a utility function associated with the behavior model; and

assigning a rating to the website based on the comparing.

2. The method of claim 1, further comprising displaying the rating on the website.

3. The method of claim 1, further comprising storing the performance data in a database separate from the website.

4. The method of claim 1, further comprising:

analyzing customer data to identify a plurality of customer segments;

creating behavior models for each of the customer segments; and

deriving utility functions for each of the behavior models, and wherein the step of interacting comprises interacting according to at least one of the behavior models.

5. The method of claim 4 further comprising:

creating customer segmentation rules for each of the customer segments; and

providing the rating to a customer based on the customer segmentation rules.

6. The method of claim 5, further comprising:

associating the customer website with one of the customer segments; and

providing to the customer the performance rating of the website, wherein the performance rating is associated with the customer segment with which the customer is associated.

7. The method of claim 1, wherein the step of interacting comprises interacting according to each of a plurality of behavior models associated with different customer segments, wherein the step of gathering comprises gathering performance data for the website for each of the customer segments, wherein the assigning comprises assigning the website a separate rating for each of the customer segments.

8. The method of claim 1, further comprising identifying a plurality of websites for analysis, and wherein the step of interacting comprises interacting according to the behavior model with each of the identified websites, and wherein the step of gathering data comprises gathering data for each of the identified websites, and wherein the step of rating comprises rating each of the identified websites.

9. The method of claim 8, wherein the step of identifying comprises retrieving a plurality of websites from a search engine.

10. A tangible, computer-readable medium having stored thereon computer-executable instructions for performing a method of evaluating performance of a website using a customer segment agent, wherein the method comprises:

initiating a session between the customer segment agent and the website;

interacting with the website according to a behavior model associated with a customer segment, wherein the behavior model includes parameters that instruct the agent to automatically interact with the website in a manner that models a behavior of a customer;

gathering performance data for the website, based on the interacting;

comparing the performance data to a utility function associated with the customer segment; and

assigning a rating to the website based on the comparing.

11. The medium of claim 10, wherein the step of initiating comprises initiating sessions with a plurality of websites, wherein the step of interacting comprises interacting with each of the websites according to a plurality of behavior models, each of the behavior models being associated with a different customer segment, wherein the step of gathering comprises gather performance data for each of the behavior models and for each of the websites, and wherein the step of comparing comprises comparing the performance data for each of the behavior models to utility functions associated with the different customer segments.

12. The medium of claim 11, wherein the step of assigning comprises:

receiving a query from a customer;

identifying a customer segment associated with the customer; and

retrieving rankings for a plurality of websites, the rankings being associated with the customer'"'"'s customer segment.

13. The medium of claim 12, wherein the method further comprises:

collecting customer data;

analyzing the customer data to identify customer segments; and

creating customer segmentation rules; and

wherein the step of identifying a customer segment associated with the customer comprises using the customer segmentation rules to identify the customer segment associated with the customer.

14. The medium of claim 10, wherein the step of gathering performance data comprises gathering data related to the complexity of text displayed by the website.

15. The medium of claim 10, wherein the step of interacting comprises interacting with the website in a plurality of sessions, wherein the behavior model is a statistical model that performs different types of transactions to model interaction between the website and a customer in the customer segment associated with the behavior model.

16. A computer system for evaluating performance of a website, comprising:

a data mining system that accesses customer data for customers of the website, wherein the data mining system identifies customer segments and creates a behavior model and a utility function for each of the customer segments; and

a customer segment agent that receives the behavior models and the utility functions from the data mining system, wherein the customer segment agent interacts with the website according to the behavior models, collects performance data for the website for each of the behavior models, and compares the performance data to the utility functions to create a rating for the website for each of the customer segments, wherein the behavior model includes parameters that instruct the agent to automatically interact with the website in a manner that models a behavior of a customer.

17. The system of claim 16, wherein the customer segment agent stores the website ratings in a database that is accessed by a rating service that provides ratings of a plurality of websites to customers.

18. The system of claim 17, wherein the data mining system creates customer segmentation rules and provides the customer segmentation rules to the rating service, wherein the customer segmentation rules may be used by the rating service to associate the customers with customer segments.

19. The system of claim 16, wherein the customer segment agent interacts with a plurality of similar websites, and wherein the customer segment agent accesses a search engine to identify the plurality of similar websites.

20. The system of claim 16, further comprising a website rating service that receives a request from a customer, associates the customer with a customer segment, and provides to the customer ratings associated with the customer segment associated with the customer.

21. The system of claim 20, wherein the customer service agent interacts with the website following a request received by the rating service from a customer.