System and methods for facilitating object assignments

• US 10,797,976 B2
• Filed: 09/22/2017
• Issued: 10/06/2020
• Est. Priority Date: 10/26/2000
• Status: Expired due to Term

• Current Assignee: LivePerson Incorporated
• Original Assignee: LivePerson Incorporated
• Inventors: Freishtat, Gregg, Hufford, Steve, McFall, Dodge, Wilson, Jackson, Hyman, Tanya, Rijsinghani, Vikas, Kaib, Paul
• Primary Examiner(s): Nguyen, Phuoc H
• Application Number:
  US15/712,934
• Publication Number:
  US 20180234312A1
• Time in Patent Office: 1,110 Days
• Field of Search: None
• CPC Class Codes: G06Q 10/101 Collaborative creation, e.g. joint development of products or services
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: G06Q 30/0613 Third-party assisted
• CPC Class Codes: G06Q 30/0617 Representative agent
• CPC Class Codes: G06Q 30/0623 Item investigation
• CPC Class Codes: G06Q 30/0641 Shopping interfaces
• CPC Class Codes: G06Q 50/01 Social networking
• CPC Class Codes: H04L 43/08 Monitoring or testing based on specific metrics, e.g. QoS, energy consumption or environmental parameters
• CPC Class Codes: H04L 65/1096 Supplementary features, e.g. call forwarding or call holding systems providing special services or facilities to telephony subscribers H04M3/42
• CPC Class Codes: H04L 65/4025 where none of the additional parallel sessions is real time or time sensitive, e.g. downloading a file in a parallel FTP session, initiating an email or combinational services
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34

Abstract

The present invention determines which network devices are likely to have a positive result in engagements with terminal devices. A server can obtain data about network devices with respect to the communication session with a network site. Then the server can use rules to define a set of network devices that are eligible to interact or communicate with a terminal device. The server can connect to the network devices as randomly as possible. Terminal devices can initiate engagements with network devices. The server can detect characteristics in the interaction of engagements that have positive results. The server generates an evaluation protocol based on the characteristics, to assign new network devices a parameter representing how close the new network device conforms to the evaluation protocol. The parameter is used by the system in real-time to inform terminal devices as to which network devices to connect to and in what order.

Claims

1. A computer-implemented method, comprising:

receiving a session message, wherein the session message includes session data representing an interaction between a website and a network device;

accessing a rule for analyzing the session data, wherein the rule is associated with a weight;

applying the session data to the rule;

determining that the interaction corresponds to an interaction candidate, wherein determining includes generating a similarity parameter using the rule and multiplying the similarity parameter by the weight of the rule, and wherein a similarity parameter represents a similarity between the network device and an agent device;

selecting an agent device using the session data, wherein selecting the agent device includes evaluating the similarity parameter;

dynamically facilitating communication between the network device and the agent device, wherein the communication is dynamically facilitated in real-time;

retrieving current protocol data using the session data and the selected agent device, wherein the protocol data represents a protocol for communicating with network devices, and wherein the protocol data is continuously updated; and

transmitting the protocol data and the session data, wherein receiving the protocol data and the session data by the selected agent device further facilitates communication between the network device and the agent device.

2. The method of claim 1, wherein the session data includes information about an item available using the website, and wherein retrieving the protocol data includes accessing additional data associated with the item.

3. The method of claim 1, further comprising:

transmitting a notification message when the interaction corresponds to the interaction candidate, wherein the notification message, when received, generates a prompt for initiating an interaction, and wherein facilitating communication is performed based on initiating the interaction.

4. The method of claim 1, wherein accessing the rule includes determining which rule to apply using the session data.

5. The method of claim 1, wherein accessing the rule includes determining which rule to apply using item data contained within the session data.

6. The method of claim 1, further comprising:

extracting identification information from the session data, wherein extracting includes accessing a database using the identification information to retrieve historical data associated with the network device.

7. The method of claim 1, wherein determining that the interaction constitutes the interaction candidate includes analyzing availability of the agent device.

8. A system, comprising:

one or more data processors; and

a non-transitory computer readable storage medium containing instructions which when executed on the one or more data processors, cause the one or more data processors to perform operations includes;

receiving a session message, wherein the session message includes session data representing an interaction between a website and a network device;

accessing a rule for analyzing the session data, wherein the rule is associated with a weight;

applying the session data to the rule;

determining that the interaction corresponds to an interaction candidate, wherein determining includes generating a similarity parameter using the rule and multiplying the similarity parameter by the weight of the rule, and wherein a similarity parameter represents a similarity between the network device and an agent device;

selecting an agent device using the session data, wherein selecting the agent device includes evaluating the similarity parameter;

dynamically facilitating communication between the network device and the agent device wherein the communication is dynamically facilitated in real-time;

retrieving current protocol data using the session data and the selected agent device, wherein the protocol data represents a protocol for communicating with network devices, and wherein the protocol data is continuously updated; and

transmitting the protocol data and the session data, wherein receiving the protocol data and the session data by the selected agent device further facilitates communication between the network device and the agent device.

9. The system of claim 8, wherein the session data includes information about an item available using the website, and wherein retrieving the protocol data includes accessing additional data associated with the item.

10. The system of claim 8, wherein the operations further comprise:

transmitting a notification message when the interaction corresponds to the interaction candidate, wherein the notification message, when received, generates a prompt for initiating an interaction, and wherein facilitating communication is performed based on initiating the interaction.

11. The system of claim 8, wherein accessing the rule includes determining which rule to apply using the session data.

12. The system of claim 8, wherein accessing the rule includes determining which rule to apply using item data containing within the session data.

13. The system of claim 8, wherein the operations further comprise:

extracting identification information from the session data, wherein extracting includes accessing a database using the identification information to retrieve historical data associated with the network device.

14. The system of claim 8, wherein determining that the interaction constitutes the interaction candidate includes analyzing availability of the agent device.

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

receiving a session message, wherein the session message includes session data representing an interaction between a website and a network device;

accessing a rule for analyzing the session data, wherein the rule is associated with a weight;

applying the session data to the rule;

determining that the interaction corresponds to an interaction candidate, wherein determining includes generating a similarity parameter using the rule and multiplying the similarity parameter by the weight of the rule, and wherein a similarity parameter represents a similarity between the network device and an agent device;

selecting an agent device using the session data, wherein selecting the agent device includes evaluating the similarity parameter;

dynamically facilitating communication between the network device and the agent device, wherein the communication is dynamically facilitated in real-time;

retrieving current protocol data using the session data and the selected agent device, wherein the protocol data represents a protocol for communicating with network devices, and wherein the protocol data is continuously updated; and

transmitting the protocol data and the session data, wherein receiving the protocol data and the session data by the selected agent device further facilitates communication between the network device and the agent device.

16. The computer-program product of claim 15, wherein the wherein the session data includes information about an item available using the website, and wherein retrieving the protocol data includes accessing additional data associated with the item.

17. The computer-program product of claim 15, wherein the operations further comprise:

transmitting a notification message when the interaction corresponds to the interaction candidate, wherein the notification message, when received, generates a prompt for initiating an interaction, and wherein facilitating communication is performed based on initiating the interaction.

18. The computer-program product of claim 15, wherein accessing the rule includes determining which rule to apply using the session data.

19. The computer-program product of claim 15, wherein accessing the rule includes determining which rule to apply using item data contained within the session data.

20. The computer-program product of claim 15, wherein the operations further comprise:

extracting identification information from the session data, wherein extracting includes accessing a database using the identification information to retrieve historical data associated with the network device.

21. The computer-program product of claim 15, wherein determining that the interaction constitutes the interaction candidate includes analyzing availability of the agent device.