CUSTOMIZE A SERVICE INQUIRY TO A SUPPORT ENTITY USING AN EXPERTISE LEVEL RULES ENGINE

• US 20080010384A1
• Filed: 09/25/2007
• Published: 01/10/2008
• Est. Priority Date: 09/17/2004
• Status: Abandoned Application

• Current Assignee: Go Daddy Operating Company LLC (GoDaddy, Inc.)
• Original Assignee: Go Daddy Operating Company LLC (GoDaddy, Inc.)
• Inventors: Rechterman, Barbara, Fitzpatrick, Shawn, Proctor, Neil, Bennett, Bill
• Application Number:
  US11/861,225
• Publication Number:
  US 20080010384A1
• Time in Patent Office: Days
• US Class Current: 709/238
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04L 51/063 Content adaptation, e.g. replacement of unsuitable content

Abstract

A Web site, through the use of a Rules Engine, determines an expertise level of a User for one or more topics on a Web page. The Rules Engine may analyze User related data, such as the search term used by the User to find the Web site, the past products purchased by the User, the path through the Web site taken by the User, the usage history by the User on the Web site, the demographics of the User and/or the self declared expertise level of the User, to determine an expertise level of the User for the topics on the Web page. A Display Engine may customize a Web page based on the expertise levels of a User so that topics on the Web page are presented in a manner most appropriate for the User. An Email Engine may be used to customize emails to the User so that topics in the email are presented in manner most appropriate for the User. A Support Entity Engine may also be used to route an incoming support inquiries from a User to an appropriate technical support person for the User.

Claims

1. A method of using an expertise level Rules Engine to customize a handling of a service inquiry to a support entity, comprising the steps of:

a) a Web site obtaining User related data;

b) the Web site entering the User related data into a Rules Engine;

c) the Rules Engine determining an expertise level for the User;

d) a support entity receiving a service inquiry from the User; and

e) the support entity routing the service inquiry from the User to one technical support person out of a plurality of technical support persons based on the determined expertise level of the User.

2. The method of claim 1, wherein the expertise level of the User is selected by the User.

3. The method of claim 1, wherein the expertise level of the User is determined using at least one purchase made by the User.

4. The method of claim 1, wherein the expertise level of the User is determined using a path of the User through the Web site.

5. The method of claim 1, wherein the one technical support person is at or above the expertise level of the User.

6. The method of claim 1, wherein the support entity includes a call center and a support inquiry includes a service call.

7. A method of using an expertise level Rules Engine to customize a handling of a service call to a call center, comprising the steps of:

a) a Web site obtaining User related data;

b) the Web site entering the User related data into a Rules Engine;

c) the Rules Engine determining a first and a second expertise level for the User for a first and a second topic, respectively;

d) a support entity receiving a support inquiry from the User;

e) the support entity determining whether the support inquiry is related to the first topic or the second topic; and

f) the support entity routing the support inquiry from the User to one technical support person out of a plurality of technical support persons based on the expertise level of the User for the first or second topic related to the support inquiry.

8. The method of claim 7, wherein the expertise level of the User for the first topic is selected by the User.

9. The method of claim 7, wherein the expertise level of the User for the first topic is determined using at least one purchase made by the User.

10. The method of claim 7, wherein the expertise level of the User for the first topic is determined using a path of the User through the Web site.

11. The method of claim 7, wherein the support entity includes a call center and a support inquiry includes a service call.