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

• Current Assignee: Teletech Holdings Incorporated
• Original Assignee: Teletech Holdings Incorporated
• Inventors: Tuchman, Kenneth D., Sharpe, Bruce A., Truong, Henry D.
• Primary Examiner(s): Hong, Harry S
• Application Number:
  US14/921,327
• Publication Number:
  US 20160044173A1
• Time in Patent Office: 781 Days
• Field of Search: 37926501, 37926502, 3792651, 37926511-26513, 37926601, 37926602
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: H04L 51/52 for supporting social networking services
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

User interactions with content presented during a particular browsing session are monitored in real-time during the browsing session. In response to different user interactions, content type of the content being interacted by the user is determined dynamically. A skill set is determined based on the content type within the same browsing session. Subsequently during the same browsing session, in response to a request from the user for connecting with an agent, a list of agents who possess the skill set is identified. A live communication session is established between a user device of the user and an agent device of an agent selected from the list.

Claims

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, and

dynamically 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.

2. The non-transitory machine-readable medium of claim 1, wherein the user interactions of the user with the content document are monitored, while the user is navigating the content document concurrently.

3. The non-transitory machine-readable medium of claim 2, wherein the operations further comprise tracking interactive events and an amount of time the user has spent browsing on a particular section of the content document.

4. The non-transitory machine-readable medium of claim 3, wherein the tracked events and the amount of time are used as a weight factor in determining whether the user is interested in content presented by the content document.

5. The non-transitory machine-readable medium of claim 1, wherein the set of guided support rules maps a plurality of types of user interactions to a plurality of support types.

6. The non-transitory machine-readable medium of claim 1, wherein the support type/skill set mapping table includes a plurality of entries, and wherein each entry of the support type/skill set mapping table maps a particular support type to a particular skill set that is required to provide support services to users of that particular support type.

7. The non-transitory machine-readable medium of claim 1, wherein identifying a list of one or more agents comprises:

identifying a first set of one or more agents as preferred agents that have a prior relationship with the user based on an interaction history of the user; and

identifying a second set of one or more agents as recommended agents that do not have a prior relationship with the user.

8. The non-transitory machine-readable medium of claim 7, wherein the operations further comprise transmitting the first set and second set of agents to the mobile device to be represented as preferred agents and recommended agents, respectively, to allow the user to select one of the agents in the first set and second set to establish the communication session, wherein the preferred agents are presented with a first indication that the agents are known agents to the user.

9. The non-transitory machine-readable medium of claim 8, wherein the operations further comprise transmitting a second indication to the mobile device to be associated with each of the agents presented to the user indicating whether each of the preferred agents and recommended agents is available at the point in time.

10. The non-transitory machine-readable medium of claim 8, wherein the preferred agents presented to the user are selected from a plurality of preferred agents that have ratings higher than a predetermined threshold, and wherein preferred agents having ratings below the predetermined threshold are not presented to the user.

11. The non-transitory machine-readable medium of claim 10, wherein the operations further comprise:

transmitting a survey of the selected agent to the mobile device to allow the user to rate the selected agent after the communication session is completed; and

in response to a user rating of the selected agent, updating ratings of the selected agent in an agent database, wherein the ratings are utilized for future recommendations of agents and calculated with other responses from other users to determine a final rating for the selected agent.

12. The non-transitory machine-readable medium of claim 11, wherein the operations further comprise:

if the selected agent is a recommended agent and the user rating is greater than or equal to a second predetermined threshold, designating the selected agent as a preferred agent for the user; and

if the user rating of the selected agent is below the second predetermined threshold, marking the selected agent not to be presented to the user subsequently.

13. A computer-implemented method for matching and connecting users with agents, the method 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, and

dynamically 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.

14. The method of claim 13, wherein the user interactions of the user with the content document are monitored, while the user is navigating the content document concurrently.

15. The method of claim 14, further comprising tracking interactive events and an amount of time the user has spent browsing on a particular section of the content document.

16. The method of claim 15, wherein the tracked events and the amount of time are used as a weight factor in determining whether the user is interested in content presented by the content document.

17. The method of claim 13, wherein the set of guided support rules maps a plurality of types of user interactions to a plurality of support types.

18. The method of claim 13, wherein the support type/skill set mapping table includes a plurality of entries, and wherein each entry of the support type/skill set mapping table maps a particular support type to a particular skill set that is required to provide support services to users of that particular support type.

19. The method of claim 13, wherein identifying a list of one or more agents comprises:

identifying a first set of one or more agents as preferred agents that have a prior relationship with the user based on an interaction history of the user; and

identifying a second set of one or more agents as recommended agents that do not have a prior relationship with the user.

20. A server, comprising:

a processor; and

a memory coupled to the processor storing instructions, which when executed by the processor, cause the processor to perform operations, the operations including

monitoring 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, and

dynamically determining a skill set based on the support type using a support type to skill set (support type/skill set) mapping table,

receiving 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 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 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.

21. The server of claim 20, wherein the user interactions of the user with the content document are monitored, while the user is navigating the content document concurrently.

22. The server of claim 21, wherein the operations further comprise tracking interactive events and an amount of time the user has spent browsing on a particular section of the content document.

23. The server of claim 22, wherein the tracked events and the amount of time are used as a weight factor in determining whether the user is interested in content presented by the content document.