System and method for tracking web interactions with real time analytics
First Claim
1. A method for monitoring a user'"'"'s interactions with Internet-based programs or documents, the method comprising:
- extracting by a web analyzer executed by a processor of one or more processors content from Internet server traffic according to predefined rules, the Internet server traffic captured by a capture server executed by a processor, the Internet server traffic accessed by one or more computers each executing a processor;
storing a mapping table with entries that map interactions, for a plurality of users, to a first user identifier and one or more second user identifiers;
correlating users to respective content based on the first user identifier and the one or more second user identifiers;
from the content correlated to a user, associating by the web analyzer the extracted content with one or more of a user'"'"'s Internet interaction sessions, each user'"'"'s Internet interaction session comprising data extracted from a series of Internet web pages accessed by the corresponding user using the user'"'"'s computer;
attaching user-related profile data to Internet interaction sessions;
storing and indexing the user'"'"'s Internet interaction sessions in a database by the web analyzer;
automatically comparing, by a the web analyzer using a processor of the one or more processors, one or more of the user'"'"'s Internet interaction sessions to one or more modeled sessions comprising data relating to Internet web pages, the comparison to generate a recommendation of one or more future session paths from the modeled sessions for guiding the user'"'"'s Internet interactions, each future session path comprising a path of Internet web pages;
andproviding by an automated agent the recommendation of the future session paths from the modeled sessions on screen to a contact center agent while the contact center agent is communicating with said user during a telephone call initiated by the user between the contact center agent and the user; and
providing by the automated agent on screen to the contact center agent while the contact center agent is communicating with the user during the telephone call, data regarding an Internet interaction session identified as being by the user and being relevant to the call.
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Abstract
A device, system and method is provided for monitoring a user'"'"'s interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user'"'"'s Internet interaction. The user'"'"'s Internet interaction may be stored and indexed. The user'"'"'s Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user'"'"'s interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.
43 Citations
32 Claims
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1. A method for monitoring a user'"'"'s interactions with Internet-based programs or documents, the method comprising:
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extracting by a web analyzer executed by a processor of one or more processors content from Internet server traffic according to predefined rules, the Internet server traffic captured by a capture server executed by a processor, the Internet server traffic accessed by one or more computers each executing a processor; storing a mapping table with entries that map interactions, for a plurality of users, to a first user identifier and one or more second user identifiers; correlating users to respective content based on the first user identifier and the one or more second user identifiers; from the content correlated to a user, associating by the web analyzer the extracted content with one or more of a user'"'"'s Internet interaction sessions, each user'"'"'s Internet interaction session comprising data extracted from a series of Internet web pages accessed by the corresponding user using the user'"'"'s computer; attaching user-related profile data to Internet interaction sessions;
storing and indexing the user'"'"'s Internet interaction sessions in a database by the web analyzer; automatically comparing, by a the web analyzer using a processor of the one or more processors, one or more of the user'"'"'s Internet interaction sessions to one or more modeled sessions comprising data relating to Internet web pages, the comparison to generate a recommendation of one or more future session paths from the modeled sessions for guiding the user'"'"'s Internet interactions, each future session path comprising a path of Internet web pages;
andproviding by an automated agent the recommendation of the future session paths from the modeled sessions on screen to a contact center agent while the contact center agent is communicating with said user during a telephone call initiated by the user between the contact center agent and the user; and providing by the automated agent on screen to the contact center agent while the contact center agent is communicating with the user during the telephone call, data regarding an Internet interaction session identified as being by the user and being relevant to the call. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 20, 21, 22, 23, 24, 25, 26, 27, 28)
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12. A system for monitoring a user'"'"'s interactions with Internet-based programs or documents, the system comprising:
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a web analyzer executed by a processor to extract content from Internet server traffic according to predefined rules, the Internet server traffic captured by a capture server executed by a processor; a mapping table storing entries that map interactions, for a plurality of users, to a first user identifier and one or more second user identifiers; a customer resolver executed by a processor to correlate users to respective content based on the first user identifier and the one or more second user identifiers; the web analyzer to associate, from the content correlated to a user, the extracted content with one or more of a user'"'"'s Internet interaction sessions, each user'"'"'s Internet interaction session comprising data extracted from a series of Internet web pages accessed by the corresponding user; the web analyzer to attach user-related profile data to Internet interaction sessions; the web analyzer to index the user'"'"'s Internet interaction sessions,;
automatically compare one or more of the user'"'"'s Internet interaction sessions to one or more modeled sessions comprising data relating to Internet web pages by executing a web analyzer to generate a recommendation of one or more future session paths from the modeled sessions for guiding the user'"'"'s Internet interactions and to provide the recommendation of the future session paths from the modeled sessions on screen to a contact center agent while the contact center agent is communicating with said user during a telephone call initiated by the user between the agent and the user, each future session path comprising a path of Internet web pages; an automated agent providing to the contact center agent during the telephone call, data regarding an Internet interaction session identified as being relevant to the call;
anda storage device to store the one or more of the user'"'"'s Internet interaction sessions. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19)
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29. A method for monitoring a user'"'"'s interactions with Internet-based programs or documents, the method comprising:
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extracting a webpage screen element, by a web analyzer using a processor, from Internet server traffic according to predefined rules, the Internet server traffic captured by a capture server executed by a processor, the Internet server traffic accessed by one or more computers each executing a processor; from webpage screen elements correlated to a user, associating by the web analyzer the extracted webpage screen element with one of a plurality of a user'"'"'s Internet interaction sessions, the screen elements extracted from a series of Internet web pages accessed by users using the computers; attaching user-related profile data to Internet interaction sessions; storing and indexing the plurality of the user'"'"'s Internet interaction sessions; automatically analyzing, by the web analyzer using the processor, the plurality of the user'"'"'s Internet interaction sessions to generate a recommendation for guiding the user'"'"'s Internet interactions, the recommendation comprising a path of Internet web pages; and providing the recommendation, which is generated based on said automatically analyzing the user'"'"'s plurality of Internet interaction sessions, on screen to a contact center agent while the contact center agent is communicating with said user during a telephone call initiated by the user between the agent and the user and providing data regarding an Internet interaction session identified as being by the user and being relevant to the call.
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30. A method for monitoring a user'"'"'s interactions with Internet-based programs or documents, the method comprising:
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extracting by a web analyzer executed by a processor of one or more processors content from Internet server traffic according to predefined rules, the Internet server traffic captured by a capture server executed by a processor, the Internet server traffic accessed by one or more computers each executing a processor; storing a mapping table with entries that map interactions, for a plurality of users, to a first user identifier and one or more second user identifiers; correlating users to respective content based on the first user identifier and the one or more second user identifiers; from the content correlated to a user, associating by the web analyzer the extracted content with one or more of a user'"'"'s Internet interaction sessions, each user'"'"'s Internet interaction session comprising data extracted from a series of Internet web pages accessed by the corresponding user using the user'"'"'s computer; attaching user-related profile data to Internet interaction sessions; storing and indexing the user'"'"'s Internet interaction sessions in a database by the web analyzer; automatically comparing, by the web analyzer using a processor of the one or more processors, one or more of the user'"'"'s Internet interaction sessions to one or more modeled sessions comprising data relating to Internet web pages, the comparison to generate a recommendation of one or more future session paths from the modeled sessions for guiding the user'"'"'s Internet interactions, each future session path comprising a path of Internet web pages; providing by an automated agent the recommendation of the future session paths from the modeled sessions on screen to a contact center agent while the contact center agent is communicating with said user during a telephone call initiated by the user between the contact center agent and the user; and providing by the automated agent on screen to the contact center agent while the contact center agent is communicating with the user during the telephone call data regarding an Internet interaction session ongoing during the telephone call which is identified as being by the user. - View Dependent Claims (31, 32)
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Specification