System for interacting with a web visitor

• US 9,703,668 B2
• Filed: 11/10/2011
• Issued: 07/11/2017
• 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: Pattabhiraman, Ramesh V., Barnes, Derek, Ryabchun, Andrey, Barnett, James, Scott, Mark
• Primary Examiner(s): Zand, Davoud
• Application Number:
  US13/293,575
• Publication Number:
  US 20130124641A1
• Time in Patent Office: 2,070 Days
• Field of Search: 709204, 709206, 709223, 709224, 379 9301
• 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, the system comprising:

a processor; and

a memory coupled to the processor, wherein the memory has stored thereon, instructions that, when executed by the processor, cause the processor to;

store first tracking rules associated with a pre-stored customer profile;

store default tracking rules different from the first tracking rules;

receive a signal indicating a visitor is browsing the web site;

determine whether or not the visitor matches the pre-stored customer profile and monitor browser behavior based on either the first tracking rules or the default tracking rules according to whether or not the visitor matches the pre-stored customer profile;

in response to determining the visitor matches the pre-stored customer profile, monitor browsing behavior of the visitor according to the first tracking rules associated with the pre-stored customer profile;

in response to determining the visitor does not match the pre-stored customer profile, monitor the browsing behavior of the visitor according to the default tracking rules;

adjust, while the visitor is browsing the website, the first tracking rules or the default tracking rules according to the browsing behavior; and

initiate an invitation to the visitor to engage in a communication session with a contact center agent according to the browsing behavior.

2. The system of claim 1, wherein the instructions further cause the processor to determine whether or not the browsing behavior corresponds to predetermined criteria for initiating the invitation to the visitor to engage in the communication session with the contact center agent.

3. The system of claim 2, wherein the predetermined criteria comprises detecting the visitor abandoning a product purchase.

4. The system of claim 2, wherein the predetermined criteria comprises detecting the customer viewing a product on the web site.

5. The system of claim 1, wherein the instructions further cause the processor to transmit information regarding the pre-stored customer profile to an electronic device associated with the contact center agent.

6. The system of claim 5, wherein the information regarding the pre-stored customer profile comprises demographic information of the visitor.

7. The system of claim 5, wherein the information regarding the pre-stored customer profile comprises transaction history of the visitor.

8. The system of claim 1, wherein the instructions further cause the processor to transmit information regarding the browsing behavior of the visitor to an electronic device associated with the contact center agent.

9. The system of claim 1, wherein the instructions further cause the processor to:

determine whether or not the browsing behavior of the visitor meets a criteria for a high probability for a sale; and

initiate the invitation to engage in the communication session in response to determining that the browsing behavior of the visitor meets the criteria for the high probability for the sale.

10. The system of claim 1, wherein the instructions further cause the processor to store data corresponding to the browsing behavior in the memory.

11. A method for interacting with a person browsing a web site, the method comprising:

storing, by a processor, first tracking rules associated with a pre-stored customer profile;

storing, by the processor, default tracking rules different from the first tracking rules;

receiving, by the processor, a signal indicating a visitor is browsing the web site;

determining, by the processor, whether or not the visitor matches the pre-stored customer profile and monitor browser behavior based on either the first tracking rules or the default tracking rules according to whether or not the visitor matches the pre-stored customer profile;

in response to determining the visitor matches the pre-stored customer profile, monitoring, by the processor, browsing behavior of the visitor according to the first tracking rules associated with the pre-stored customer profile;

in response to determining the visitor does not match the pre-stored customer profile, monitoring, by the processor, the browsing behavior of the visitor according to the default tracking rules;

adjusting, by the processor while the visitor is browsing the website, the first tracking rules or the default tracking rules according to the browsing behavior; and

initiating, by the processor, an invitation to the visitor to engage in a communication session with a contact center agent according to the browsing behavior.

12. The method of claim 11, further comprising determining, by the processor, whether or not the browsing behavior corresponds to predetermined criteria for initiating the invitation to the visitor to engage in the communication session with the contact center agent.

13. The method of claim 12, wherein the predetermined criteria comprises detecting the visitor abandoning a product purchase.

14. The method of claim 12, wherein the predetermined criteria comprises detecting the customer viewing a product on the web site.

15. The method of claim 11, further comprising transmitting, by the processor, information regarding the pre-stored customer profile to an electronic device associated with the contact center agent.

16. The method of claim 15, wherein the information regarding the pre-stored customer profile comprises demographic information of the visitor.

17. The method of claim 15, wherein the information regarding the pre-stored customer profile comprises transaction history of the visitor.

18. The method of claim 11, further comprising transmitting, by the processor, information regarding the browsing behavior of the visitor to an electronic device associated with the contact center agent.

19. The method of claim 11, further comprising:

determining, by the processor, whether or not the browsing behavior of the visitor meets a criteria for a high probability for a sale; and

initiating, by the processor, the invitation to engage in the communication session in response to determining that the browsing behavior of the visitor meets the criteria for the high probability for the sale.

20. The method of claim 11, further comprising storing, by the processor, data corresponding to the browsing behavior in a memory.