Method for collecting data using a user interaction event-driven data collection system

• US 9,924,033 B2
• Filed: 10/28/2015
• Issued: 03/20/2018
• Est. Priority Date: 10/23/2014
• Status: Active Grant

• Current Assignee: Teletech Holdings Incorporated
• Original Assignee: Teletech Holdings Incorporated
• Inventors: Sharpe, Bruce A., Shrader, Anthony G., Cumberland, William T.
• Primary Examiner(s): Addy, Thjuan K
• Application Number:
  US14/925,747
• Publication Number:
  US 20160142541A1
• Time in Patent Office: 874 Days
• Field of Search: 37926512, 37926509, 37926511, 37926513, 37926501, 37926505, 379 8812, 379 8811, 379 8813
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04M 2203/1041 Televoting
• CPC Class Codes: H04M 2203/408 Customer-specific call routing plans
• CPC Class Codes: H04M 2242/20 Televoting service
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A communication session between a user and an agent to discuss content provided by a client. A first interactive event occurred during the communication session. A first data collection package associated with the first interactive event is identified. The first data collection package includes a plurality of queries, each query being associated with one of a plurality of workflow stages of a data collection workflow. For each of the queries in one of the workflow stages, a data collection rule corresponding to a current workflow stage is examined to determine whether the query should be sent to the user, the query is transmitted to the user device of the user based on the examination, and a user response is received from the user device in response to the query. The user profile and the agent profile are updated based on user responses.

Claims

1. A computer-implemented method for processing user data, the method comprising:

establishing a communication session between a user device of a user and an agent device of an agent to discuss content provided by a client, wherein the user and the agent are matched based on a user profile of the user and an agent profile of the agent;

detecting at a server a first interactive event occurred during the communication session between the user device and the agent device;

in response to the first interactive event, identifying a first data collection package that is associated with the first interactive event, wherein the first data collection package includes a plurality of queries, each query being associated with one of a plurality of workflow stages of a data collection workflow;

for each of the queries in one of the workflow stages,

examining a data collection rule corresponding to a current workflow stage to determine whether the query should be sent to the user,

in response to the data collection rule indicating that the query should be sent to the user, transmitting the query to the user device of the user, and

receiving a user response from the user device in response to the query; and

updating at least one of the user profile associated with the user and the agent profile associated with the agent based on user responses received from the user device, wherein the updated user profile and the agent profile are used for subsequent matching for the user and the agent.

2. The method of claim 1, further comprising:

for each of the queries in one of the workflow stages,

determining whether the query should also be sent to the agent based on the data collection rule associated with the query;

transmitting the query to the agent device associated with the agent;

receiving an agent response from the agent device in response to the query; and

updating at least one of the user profile or the agent profile based on the agent response.

3. The method of claim 1, wherein the first interactive event is one of a plurality of predetermined interactive events, and wherein the first data collection package is one of a plurality of data collection packages corresponding to the predetermined interactive events.

4. The method of claim 1, wherein each of the workflow stages is associated with a specific data collection rule configured by an administrator associated with the client.

5. The method of claim 1, further comprising:

determining whether the query is a mandatory query based on the data collection rule; and

transmitting a signal to the user device to cause the query to be presented to the user with a decline option, in response to determining that the query is not mandatory.

6. The method of claim 1, further comprising:

determining whether there is a prior query that the user has not responded; and

transmitting the prior query to the user device to request the user to respond, in response to determining that there is a prior query that the user has not responded.

7. The method of claim 6, further comprising:

tracking how many times the prior query has been sent to the user device; and

marking the prior query to prevent the prior query from being sent to the user device again, in response to determining that the prior query has been sent to the user device for more than a predetermined number of times.

8. The method of claim 1, further comprising:

determining whether a prior query has been sent and a response has been received for a past predetermined period of time; and

resending the prior query to the user device for a response if the prior question has been sent for the past predetermined period of time.

9. The method of claim 1, wherein the first interactive event indicates starting of the communication session between the user device and the agent device, and wherein the method further comprises:

receiving a second interactive event indicating an end of the communication session;

in response to the second interactive event, identifying a second data collection package associated with the second interactive event; and

transmitting one or more queries of the second data collection package to at least one of the user device of the user or the agent device of the agent.

10. A non-transitory machine-readable medium having instructions stored therein, which when executed by a processor, cause the processor to perform operations for processing user data, the operations comprising:

establishing a communication session between a user device of a user and an agent device of an agent to discuss content provided by a client, wherein the user and the agent are matched based on a user profile of the user and an agent profile of the agent;

detecting at a server a first interactive event occurred during the communication session between the user device and the agent device;

in response to the first interactive event, identifying a first data collection package that is associated with the first interactive event, wherein the first data collection package includes a plurality of queries, each query being associated with one of a plurality of workflow stages of a data collection workflow;

for each of the queries in one of the workflow stages,

examining a data collection rule corresponding to a current workflow stage to determine whether the query should be sent to the user,

in response to the data collection rule indicating that the query should be sent to the user, transmitting the query to the user device of the user, and

receiving a user response from the user device in response to the query; and

updating at least one of the user profile associated with the user and the agent profile associated with the agent based on user responses received from the user device, wherein the updated user profile and the agent profile are used for subsequent matching for the user and the agent.

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

for each of the queries in one of the workflow stages,

determining whether the query should also be sent to the agent based on the data collection rule associated with the query;

transmitting the query to the agent device associated with the agent;

receiving an agent response from the agent device in response to the query; and

updating at least one of the user profile or the agent profile based on the agent response.

12. The non-transitory machine-readable medium of claim 10, wherein the first interactive event is one of a plurality of predetermined interactive events, and wherein the first data collection package is one of a plurality of data collection packages corresponding to the predetermined interactive events.

13. The non-transitory machine-readable medium of claim 10, wherein each of the workflow stages is associated with a specific data collection rule configured by an administrator associated with the client.

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

determining whether the query is a mandatory query based on the data collection rule; and

transmitting a signal to the user device to cause the query to be presented to the user with a decline option, in response to determining that the query is not mandatory.

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

determining whether there is a prior query that the user has not responded; and

transmitting the prior query to the user device to request the user to respond, in response to determining that there is a prior query that the user has not responded.

16. The non-transitory machine-readable medium of claim 15, wherein the operations further comprise:

tracking how many times the prior query has been sent to the user device; and

marking the prior query to prevent the prior query from being sent to the user device again, in response to determining that the prior query has been sent to the user device for more than a predetermined number of times.

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

determining whether a prior query has been sent and a response has been received for a past predetermined period of time; and

resending the prior query to the user device for a response if the prior question has been sent for the past predetermined period of time.

18. The non-transitory machine-readable medium of claim 10, wherein the first interactive event indicates starting of the communication session between the user device and the agent device, and wherein the method further comprises:

receiving a second interactive event indicating an end of the communication session;

in response to the second interactive event, identifying a second data collection package associated with the second interactive event; and

transmitting one or more queries of the second data collection package to at least one of the user device of the user or the agent device of the agent.

19. A data processing system, comprising:

a processor;

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

establishing a communication session between a user device of a user and an agent device of an agent to discuss content provided by a client, wherein the user and the agent are matched based on a user profile of the user and an agent profile of the agent;

detecting at a server a first interactive event occurred during the communication session between the user device and the agent device;

in response to the first interactive event, identifying a first data collection package that is associated with the first interactive event, wherein the first data collection package includes a plurality of queries, each query being associated with one of a plurality of workflow stages of a data collection workflow;

for each of the queries in one of the workflow stages,

examining a data collection rule corresponding to a current workflow stage to determine whether the query should be sent to the user,

in response to the data collection rule indicating that the query should be sent to the user, transmitting the query to the user device of the user, and

receiving a user response from the user device in response to the query; and

updating at least one of the user profile associated with the user and the agent profile associated with the agent based on user responses received from the user device, wherein the updated user profile and the agent profile are used for subsequent matching for the user and the agent.

20. The system of claim 19, wherein the operations further comprise:

for each of the queries in one of the workflow stages,

determining whether the query should also be sent to the agent based on the data collection rule associated with the query;

transmitting the query to the agent device associated with the agent;

receiving an agent response from the agent device in response to the query; and

updating at least one of the user profile or the agent profile based on the agent response.

21. The system of claim 19, wherein the first interactive event is one of a plurality of predetermined interactive events, and wherein the first data collection package is one of a plurality of data collection packages corresponding to the predetermined interactive events.

22. The system of claim 19, wherein each of the workflow stages is associated with a specific data collection rule configured by an administrator associated with the client.

23. The system of claim 19, wherein the operations further comprise:

determining whether the query is a mandatory query based on the data collection rule; and

transmitting a signal to the user device to cause the query to be presented to the user with a decline option, in response to determining that the query is not mandatory.