Analytics driven engagement

• US 8,943,002 B2
• Filed: 03/06/2012
• Issued: 01/27/2015
• Est. Priority Date: 02/10/2012
• Status: Active Grant

• Current Assignee: LivePerson Incorporated
• Original Assignee: LivePerson Incorporated
• Inventors: Zelenko, Avinoam, Gordon, Vitaly, Kehat, Arnon-Naftally, Barak, Matan
• Primary Examiner(s): Chaki, Kakali
• Assistant Examiner(s): Seck, Ababacar
• Application Number:
  US13/413,158
• Publication Number:
  US 20130212497A1
• Time in Patent Office: 1,057 Days
• Field of Search: 706/12
• US Class Current: 706/12
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: G06Q 30/00 Commerce
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 30/0207 Discounts or incentives, e.g. coupons or rebates
• CPC Class Codes: G06Q 30/0211 Determining the effectiveness of discounts or incentives
• CPC Class Codes: G06Q 30/0246 Traffic
• CPC Class Codes: H04L 43/04 Processing captured monitoring data, e.g. for logfile generation
• CPC Class Codes: H04L 43/08 Monitoring or testing based on specific metrics, e.g. QoS, energy consumption or environmental parameters

Abstract

Various embodiments relate to an engagement server and a related method of initiating an engagement between an agent device and a user device based on formed and modified engagement rules. In one embodiment, the engagement server can receive one or more third-party analytic reports and use them to form engagement rules that determine when the engagement server initiates an engagement between the agent device and user device. In some embodiments, the engagement server can also receive user interaction data from the user device to modify engagement rules to fit a particular user. In some embodiments, the engagement server can use the third-party analytic reports and/or user interaction data from a plurality of users to form a statistical model. The engagement server may then use the statistical model to form and/or modify the engagement rules.

Claims

1. A computer-implemented method comprising:

accessing a set of engagement rules defined based on data representing interactions with a website, wherein each of the engagement rules defines conditions for providing web-based content;

accessing historical interaction data representing previous interactions with the website, the previous interactions made at a communications device;

accessing an analytic report representing trends in internet usage amongst a group of website visitors;

generating a statistical model based on the historical interaction data and the analytic report, wherein, when the statistical model is generated using principal component analysis, the historical interaction data is modeled as;

X=1*x′

+T*P′

+E,

wherein;

1* x′

represents variable averages or percentile values after pre-processing the historical interaction data;

T*P′

models a structure; and

E contains noise;

accessing data representing an ongoing visit to the website, the ongoing visit occurring at the communications device, wherein accessing data representing an ongoing website visit includes;

making a classification decision by classifying the ongoing website visit using the statistical model; and

updating an engagement rule of the set based on the classification decision;

accessing additional data representing the website visit, wherein accessing the additional data includes determining that the additional data satisfies a condition defined by the updated engagement rule; and

initiating an engagement on the website, in response to determining that the additional data satisfies the condition defined by the updated engagement rule.

2. The method of claim 1, wherein the historical interaction data is generated by a tag module operating on the first communications device.

3. The method of claim 1, wherein the engagement includes a chat conversation involving the computing device.

4. The method of claim 1, wherein the method is performed by an engagement server.

5. The method of claim 1, wherein accessing the analytic report includes obtaining the analytic report from a third-party database.

6. The method of claim 1, wherein at least one of the conditions is defined with respect to time spent interacting with a website.

7. A system comprising:

a processor configured to;

access a set of engagement rules defined based on data representing interactions with a website, wherein each of the engagement rules defines conditions for providing web-based content;

access historical interaction data representing previous interactions with the website, the previous interactions made at a communications device;

access an analytic report representing trends in internet usage amongst a group of website visitors;

generate a statistical model based on the historical interaction data and the analytic report, wherein, when the statistical model is generated using principal component analysis, the historical interaction data is modeled as;

X=1*x′

+T*P′

+E,

wherein;

1* x′

represents variable averages or percentile values after pre-processing the historical interaction data;

T*P′

models a structure; and

E contains noise;

access data representing an ongoing visit to the website, the ongoing visit occurring at the communications device, wherein accessing data representing an ongoing website visit includes;

making a classification decision by classifying the ongoing website visit using the statistical model; and

updating an engagement rule of the set based on the classification decision;

access additional data representing the website visit, wherein accessing the additional data includes determining that the additional data satisfies a condition defined by the updated engagement rule; and

initiate an engagement on the website, in response to determining that the additional data satisfies the condition defined by the updated engagement rule.

8. The system of claim 7, wherein the historical interaction data is generated by a tag module operating on the first communications device.

9. The system of claim 7, wherein the engagement includes a chat conversation involving the computing device.

10. The system of claim 7, wherein the method is performed by an engagement server.

11. The system of claim 7, wherein accessing the analytic report includes obtaining the analytic report from a third-party database.

12. The system of claim 7, wherein at least one of the conditions is defined with respect to time spent interacting with a website.

13. A computer-program product tangibly embodied in a non-transitory machine-readable storage medium having instructions stored thereon, the instructions operable to cause a data processing apparatus to perform operations including:

accessing a set of engagement rules defined based on data representing interactions with a website, wherein each of the engagement rules defines conditions for providing web-based content;

accessing historical interaction data representing previous interactions with the website, the previous interactions made at a communications device;

accessing an analytic report representing trends in internet usage amongst a group of website visitors;

generating a statistical model based on the historical interaction data and the analytic report, wherein, when the statistical model is generated using principal component analysis, the historical interaction data is modeled as;

X=1*x′

+T*P′

+E,

wherein;

1* x′

represents variable averages or percentile values after pre-processing the historical interaction data;

T*P′

models a structure; and

E contains noise;

accessing data representing an ongoing visit to the website, the ongoing visit occurring at the communications device, wherein accessing data representing an ongoing website visit includes;

making a classification decision by classifying the ongoing website visit using the statistical model; and

updating an engagement rule of the set based on the classification decision;

accessing additional data representing the website visit, wherein accessing the additional data includes determining that the additional data satisfies a condition defined by the updated engagement rule; and

initiating an engagement on the website, in response to determining that the additional data satisfies the condition defined by the updated engagement rule.

14. The method of claim 13, wherein the historical interaction data is generated by a tag module operating on the first communications device.

15. The method of claim 13, wherein the engagement includes a chat conversation involving the computing device.

16. The method of claim 13, wherein the method is performed by an engagement server.

17. The method of claim 13, wherein accessing the analytic report includes obtaining the analytic report from a third-party database.

18. The method of claim 13, wherein at least one of the conditions is defined with respect to time spent interacting with a website.