System and method for performing follow up based on user interactions
First Claim
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1. A computer-implemented method, comprising:
- monitoring, on a computing device, activities during a communication session;
determining a follow-up action to perform based on a monitored activity;
determining when to perform the follow-up action based on the monitored activity, wherein the follow-up action is to be performed at a future trigger date;
storing information in a repository, wherein the information indicates the follow-up action and when to perform the follow-up action, and wherein the information stored in the repository is different from information stored in a file indicating whether a repository exists;
detecting the future trigger date;
retrieving the information stored in the repository when the future trigger date is detected;
determining the follow-up action to perform from the information stored in the repository; and
performing the follow-up action.
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Abstract
A system and method for follow up management comprising determining if a user has a repository record, extracting information from the repository record associated with the user, and acting on information stored in the repository record. The method may be practiced on a system for managing online interaction comprising a business rules engine a follow up repository, and a follow up engine.
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Citations
20 Claims
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1. A computer-implemented method, comprising:
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monitoring, on a computing device, activities during a communication session; determining a follow-up action to perform based on a monitored activity; determining when to perform the follow-up action based on the monitored activity, wherein the follow-up action is to be performed at a future trigger date; storing information in a repository, wherein the information indicates the follow-up action and when to perform the follow-up action, and wherein the information stored in the repository is different from information stored in a file indicating whether a repository exists; detecting the future trigger date; retrieving the information stored in the repository when the future trigger date is detected; determining the follow-up action to perform from the information stored in the repository; and performing the follow-up action. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system, comprising:
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a processor; and a non-transitory computer-readable storage medium containing instructions configured to cause the processor to perform operations including; monitoring, on a computing device, activities during a communication session; determining a follow-up action to perform based on a monitored activity; determining when to perform the follow-up action based on the monitored activity, wherein the follow-up action is to be performed at a future trigger date; storing information in a repository, wherein the information indicates the follow-up action and when to perform the follow-up action, and wherein the information stored in the repository is different from information stored in a file indicating whether a repository exists; detecting the future trigger date; retrieving the information stored in the repository when the future trigger date is detected; determining the follow-up action to perform from the information stored in the repository; and performing the follow-up action. - View Dependent Claims (11, 12, 13, 14, 15, 16)
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17. A computer-program product, tangibly embodied in a non-transitory machine-readable medium, including instructions configured to cause a data processing apparatus to:
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monitoring, on a computing device, activities during a communication session; determining a follow-up action to perform based on a monitored activity; determining when to perform the follow-up action based on the monitored activity, wherein the follow-up action is to be performed at a future trigger date; storing information in a repository, wherein the information indicates the follow-up action and when to perform the follow-up action, and wherein the information stored in the repository is different from information stored in a file indicating whether a repository exists; detecting the future trigger date; retrieving the information stored in the repository when the future trigger date is detected; determining the follow-up action to perform from the information stored in the repository; and performing the follow-up action. - View Dependent Claims (18, 19, 20)
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Specification