System and method for performing follow up based on user interactions

• US 9,948,582 B2
• Filed: 01/19/2017
• Issued: 04/17/2018
• Est. Priority Date: 09/14/2005
• Status: Active Grant

• Current Assignee: LivePerson Incorporated
• Original Assignee: LivePerson Incorporated
• Inventors: Karidi, Ron
• Primary Examiner(s): SHAW, PELING ANDREW
• Application Number:
  US15/409,720
• Publication Number:
  US 20170272387A1
• Time in Patent Office: 453 Days
• Field of Search: None
• CPC Class Codes: G06F 16/972 Access to data in other repository systems, e.g. legacy data or dynamic Web page generation
• CPC Class Codes: G06F 21/6263 during internet communication, e.g. revealing personal data from cookies
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34

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.

Claims

1. A computer-implemented method, comprising:

accessing a repository with stored information, wherein the stored information indicates one or more follow-up actions to perform, one or more future trigger events indicating when to perform the one or more follow-up actions, and one or more communication methods for performing the one or more follow-up actions, wherein the stored information is based on one or more activities monitored during a communication session, and wherein the stored information is different from information stored in a file indicating whether a repository exists;

retrieving the stored information from the repository;

detecting a future trigger event from the one or more future trigger events;

determining a follow-up action to perform from the stored information, wherein the follow-up action is associated with the future trigger event;

determining a communication method for performing the follow-up action, wherein the communication method is determined from the stored information; and

performing the follow-up action using the communication method.

2. The method of claim 1, wherein the communication method is different than a communication method used to perform the communication session.

3. The method of claim 1, wherein the communication method includes a messaging communication method for exchanging messages using a messaging system.

4. The method of claim 1, wherein the communication method includes at least one or more of a messaging communication method, a telephonic communication method, or a website.

5. The method of claim 1, wherein the stored information includes a history associated with a user associated with the one or more monitored activities during the communication session.

6. The method of claim 1, wherein the one or more monitored activities include a request to communicate with an agent using a messaging system.

7. The method of claim 6, wherein the follow-up action includes at least one or more of providing a message to a user using the messaging system or providing an option for the user to use the messaging system.

8. The method of claim 1, wherein the future trigger event includes a next communication session by a user associated with the one or more monitored activities.

9. The method of claim 1, wherein the future trigger event includes a determined future date.

10. A system, comprising:

a processor; and

a non-transitory computer-readable storage medium containing instructions configured to cause the processor to perform operations including;

accessing a repository with stored information, wherein the stored information indicates one or more follow-up actions to perform, one or more future trigger events indicating when to perform the one or more follow-up actions, and one or more communication methods for performing the one or more follow-up actions, wherein the stored information is based on one or more activities monitored during a communication session, and wherein the stored information is different from information stored in a file indicating whether a repository exists;

retrieving the stored information from the repository;

detecting a future trigger event from the one or more future trigger events;

determining a follow-up action to perform from the stored information, wherein the follow-up action is associated with the future trigger event;

determining a communication method for performing the follow-up action, wherein the communication method is determined from the stored information; and

performing the follow-up action using the communication method.

11. The system of claim 10, wherein the communication method is different than a communication method used to perform the communication session.

12. The system of claim 10, wherein the communication method includes a messaging communication method for exchanging messages using a messaging system.

13. The system of claim 10, wherein the stored information includes a history associated with a user associated with the one or more monitored activities during the communication session.

14. The system of claim 10, wherein the one or more monitored activities include a request to communicate with an agent using a messaging system.

15. The system of claim 14, wherein the follow-up action includes at least one or more of providing a message to a user using the messaging system or providing an option to the user to use the messaging system.

16. A computer-program product, tangibly embodied in a non-transitory machine-readable medium, including instructions configured to cause a data processing apparatus to:

access a repository with stored information, wherein the stored information indicates one or more follow-up actions to perform, one or more future trigger events indicating when to perform the one or more follow-up actions, and one or more communication methods for performing the one or more follow-up actions, wherein the stored information is based on one or more activities monitored during a communication session, and wherein the stored information is different from information stored in a file indicating whether a repository exists;

retrieve the stored information from the repository;

detect a future trigger event from the one or more future trigger events;

determine a follow-up action to perform from the stored information, wherein the follow-up action is associated with the future trigger event;

determine a communication method for performing the follow-up action, wherein the communication method is determined from the stored information; and

perform the follow-up action using the communication method.

17. The computer-program product of claim 16, wherein the communication method is different than a communication method used to perform the communication session.

18. The computer-program product of claim 16, wherein the communication method includes a messaging communication method for exchanging messages using a messaging system.

19. The computer-program product of claim 16, wherein the communication method includes at least one or more of a messaging communication method, a telephonic communication method, or a website.

20. The computer-program product of claim 16, wherein the one or more monitored activities include a request to communicate with an agent using a messaging system, and wherein the follow-up action includes at least one or more of providing a message to a user using the messaging system or providing an option to the user to use the messaging system.