SYSTEM AND METHOD FOR TRACKING WEB INTERACTIONS WITH REAL TIME ANALYTICS

• US 20130136253A1
• Filed: 11/28/2011
• Published: 05/30/2013
• Est. Priority Date: 11/28/2011
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Hadas Liberman Ben-Ami, Uzi Baruch
• Inventors: LIBERMAN BEN-AMI, Hadas, Portman, Leon, Cher, Igor, Baruch, Uzi, Marco, Yuval, Golan, Yosef, Haba, Shlomi, Smith, Iftach, Ronen, Yizhar, Etsion, Yohay, Damty, Naama, Frenkel, Assaf
• Granted Patent: US 8,976,955 B2
• Time in Patent Office: Days
• US Class Current: 379/265.09
• CPC Class Codes: H04M 3/5191 interacting with the Internet

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.

Claims

1. A method for monitoring a user'"'"'s interactions with Internet-based programs or documents, the method comprising:

extracting content from Internet server traffic according to predefined rules;

associating extracted content with a user'"'"'s Internet interaction;

storing and indexing the user'"'"'s Internet interaction; and

analyzing the user'"'"'s Internet interaction 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 Internet interaction.

2. The method of claim 1 comprising sending a contact center agent the recommendation during a telephone call between the contact center agent and the user.

3. The method of claim 1 comprising identifying the user by text captured on a screen at a contact center agent'"'"'s workstation.

4. The method of claim 1, wherein the predefined rules define content to be extracted according to parameters selected from the group consisting of:

a title of webpage(s), date/time webpage(s) created, product(s) viewed, prices offered, product categories (used vs. new, wholesale vs. retail, etc.), customer search words, customer highlighting or selection of products, a type of web object, the presence or frequency of certain key-words, how long ago a webpage was viewed, the amount of time a webpage is viewed, a number of times or which different items are selected on a webpage, and the order in which the webpage was viewed.

5. The method of claim 1 comprising generating a summary of the user'"'"'s past or current Internet interactions provided to the contact center agent while the contact center agent is communicating with said user for guiding the user'"'"'s Internet interaction.

6. The method of claim 5, wherein the summary comprises data selected from the group consisting of:

a description of the customer'"'"'s interactions, product viewed, and prices offered.

7. The method of claim 1 comprising providing the agent with a playback of the user'"'"'s past or current Internet interactions.

8. The method of claim 1 comprising capturing the user'"'"'s Internet server traffic using a passive sniffing device.

9. The method of claim 1, wherein the Internet server traffic is captured over one media channel and the agent and user communicate over another media channel.

10. The method of claim 1, wherein the information analyzed in the user'"'"'s Internet interaction includes information selected from the group consisting of:

key-words used for searching, webpages or URLs browsed, product details viewed.

11. The method of claim 1, wherein the recommendation includes information for technical support, selling, “

up-selling,”

“

cross-selling,”

or filling in surveys.

12. The method of claim 1, wherein the recommendation is provided to the contact center agent the user in real-time.

13. A system for monitoring a user'"'"'s interactions with Internet-based programs or documents, the system comprising:

a processor to extract content from Internet server traffic according to predefined rules, associate extracted content with a user'"'"'s Internet interaction, index the user'"'"'s Internet interaction, and analyze the user'"'"'s Internet interaction 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 Internet interaction; and

a storage device to store the user'"'"'s Internet interaction.

14. The system of claim 13 comprising a passive sniffing device to capture the user'"'"'s Internet server traffic.

15. The system of claim 13 comprising a first media channel over which the Internet server traffic is captured and a second different media channel over which the agent and user communicate.

16. The system of claim 13 comprising a computer and telephone operated by the user, wherein an Internet connection at the user'"'"'s computer is monitored for Internet server traffic and a telephone call between the contact center agent and the user telephone triggers the processor to send the contact center agent the recommendation.

17. The system of claim 13 comprising a workstation operated by the contact center agent and a text capturing module installed therein, wherein the text capturing module identifies the user by capturing text on a screen at the contact center agent'"'"'s workstation.

18. The system of claim 13, wherein the processor generates a summary of the user'"'"'s past or current Internet interactions provided to the contact center agent while the contact center agent is communicating with said user for guiding the user'"'"'s Internet interaction.

19. The system of claim 13 comprising a workstation operated by the contact center agent, the workstation having a display, wherein the display displays a playback of the user'"'"'s past or current Internet interactions.

20. The system of claim 13 comprising a semi-automated and semi-live contact center agent.