Systems, apparatuses, and methods for intelligent network communication and engagement

• US 10,063,647 B2
• Filed: 12/28/2016
• Issued: 08/28/2018
• Est. Priority Date: 12/31/2015
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Schneider, Ryan, Dellostritto, James J., Siddiqui, Sameer
• Primary Examiner(s): Zand, Davoud
• Application Number:
  US15/392,313
• Publication Number:
  US 20170195438A1
• Time in Patent Office: 608 Days
• 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: H04L 67/62 Establishing a time schedule for servicing the requests

Abstract

Systems and methods directed to intelligent network communication and engagement during interaction with a consumer device. The progress of the consumer/consumer device can be tracked during interaction to make a decision to intervene based on one or more factors. The intervention may include invoking an appropriate, personalized request to the consumer for support. A consumer device can be employed to shop for a product via a mobile application provided by a retailer. For example, if the client has placed an item in a shopping cart, but does not completed the transaction, the context service can track events associated with the interaction and using an analysis service, and determine an appropriate time and/or manner to communicatively engage the user. As such, the context service can mimic a brick and mortar sales experience where sales associates determine the appropriate time to interact with a client who appears confused.

Claims

1. A method for communicating with a customer while the customer is engaged in an online session with a vendor, the method comprising:

providing a host device that is in communication with a user device of the vendor, the user device also in communication with a consumer device of the customer during the online session;

building an event queue to track the progress of the customer during the online session, wherein the event queue comprises event messages received at the host device from the user device, the event messages corresponding to activities of the customer during the online session;

determining that one or more event messages in the event queue meet a condition;

analyzing the one or more event messages to identify a context of the condition;

creating, based the condition and the context of the condition, a help message for the customer; and

intervening in the online session by providing the help message to the consumer device of the customer.

2. The method according to claim 1, wherein the user device is a sever hosting an online business.

3. The method according to claim 2, wherein the consumer device is a smart phone running an application provided by the online business.

4. The method according to claim 1, wherein the building the event queue, comprises:

associating a received event message with the event queue based on a session identifier in the event message.

5. The method according to claim 4, wherein the session identifier is an IP address or a port identifier.

6. The method according to claim 4, wherein the session identifier is a universally unique identifier (UUID) provided by the user device that is specific to an account of the customer.

7. The method according to claim 1, wherein the one or more event messages comprise adding an online product to an online cart.

8. The method according to claim 7, wherein the condition is an elapsed period of time after the customer added the online product to the online cart without purchasing the online product.

9. The method according to claim 1, wherein the providing the help message to the consumer device comprises:

transmitting the help message from the host device to the user device, which in turn, transmits the help message to the consumer device.

10. A system for communicating with a customer while the customer is engaged in an online session with a vendor, the system comprising:

a consumer device of the customer;

a user device of the vendor, wherein the user device and the consumer device communicate during the online session;

a host device in communication with the user device of the vendor, wherein the host device comprises a processor configured to;

build an event queue to track the progress of the customer during the online session, wherein the event queue comprises event messages received at the host device from the user device, the event messages corresponding to activities of the customer during the online session;

determine that one or more event messages in the event queue meet a condition;

analyze the one or more event messages to identify a context of the condition;

create, based the condition and the context of the condition, a help message for the customer; and

intervene in the online session by providing the help message to the consumer device of the customer.

11. The system according to claim 10, wherein the user device is a sever hosting an online business.

12. The system according to claim 11, wherein the consumer device is a smart phone running an application provided by the online business.

13. The system according to claim 10, wherein to build the event queue, the processor is configured to:

associate a received event message with the event queue based on a session identifier in the event message.

14. The system according to claim 13, wherein the session identifier is an IP address or a port identifier.

15. The system according to claim 13, wherein the session identifier is a universally unique identifier (UUID) provided by the user device that is specific to an account of the customer.

16. The system according to claim 10, wherein the one or more events comprise adding an online product to an online cart.

17. The system according to claim 16, wherein the condition is an elapsed period of time after the customer added the online product to the online cart without purchasing the online product.

18. The method according to claim 10, wherein to provide the help message to the consumer device, the processor is further configured to:

transmit the help message from the host device to the user device, which in turn, transmits the help message to the consumer device.

19. A non-transitory computer readable medium (CRM) containing computer readable instructions that when executed by a processor of a host device, which is in communication with a user device of a vendor, cause the host device to:

build an event queue to track the progress of a customer during an online session with the vendor, wherein the event queue comprises event messages received at the host device from the user device, the event messages corresponding to activities of the customer during the online session;

determine that one or more event messages in the event queue meet a condition;

analyze the one or more event messages to identify a context of the condition;

create, based the condition and the context of the condition, a help message for the customer; and

intervene in the online session by providing the help message to a consumer device of the customer.

20. The non-transitory computer readable medium according to claim 19, wherein to build the event cue the processor is further configured by the non-transitory CRM to:

associate a received event message with the event queue based on a session identifier in the event message.