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Method for connecting users with agents based on dynamic user interactions with content

  • US 9,843,681 B2
  • Filed: 10/23/2015
  • Issued: 12/12/2017
  • Est. Priority Date: 01/03/2012
  • Status: Active Grant
First Claim
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1. A non-transitory machine-readable medium having instructions stored therein, which when executed by a processor, cause the processor to perform operations for matching and connecting users with agents, the operations comprising:

  • monitoring, by a guided identification system hosted by a server having a processor and a memory, user interactions of a browsing session accessing a content document provided by a Web server and presented to a user via a mobile application running within a mobile device of the user, wherein monitoring user interactions comprises, periodically during the browsing session of the content document,receiving a signal representing a user interaction with the content document within the browsing session,in response to the signal, automatically determining a support type associated with the content document based on the user interaction in view of a set of one or more guided support rules, anddynamically determining a skill set based on the support type using a support type to skill set (support type/skill set) mapping table;

    receiving, by a support service system hosted by the server, a request for connecting an agent from the mobile application of the mobile device or from the Web server;

    in response to the request for connecting, identifying by the support service system a list of one or more agents based on the skill set by matching the skill set with agent profiles of the agents; and

    establishing, by a multi-channel communication and routing system, a communication session between a mobile device of the user and an agent device of an agent selected from the list of one or more agents.

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