METHOD AND APPARATUS FOR OPTIMIZING WEB AND MOBILE SELF-SERVE APPS

• US 20130282595A1
• Filed: 04/22/2013
• Published: 10/24/2013
• Est. Priority Date: 04/24/2012
• Status: Abandoned Application

• Current Assignee: [24]7.ai, Inc.
• Original Assignee: 24/7 Customer Incorporated
• Inventors: VIJAYARAGHAVAN, Ravi, SRI, R. Mathangi
• Application Number:
  US13/867,746
• Publication Number:
  US 20130282595A1
• Time in Patent Office: Days
• US Class Current: 705/304
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/04 Billing or invoicing

Abstract

An embodiment of the invention takes advantage of the fact that the intuitive power of a self-serve app lies in constant learning. The app must quickly evolve to predict customer needs and provide the right content to the right customer. In an embodiment, Web and mobile self-serve apps are optimized by leveraging the chat data of drop-off customers from each screen of the app. In an embodiment, self-serve drop-off data is combined with chat data, the customer'"'"'s identity data and Web log data to provide a powerful source for driving the targeting and content optimization of the app.

Claims

1. A computer implemented method for optimizing any of Web and self-serve apps, comprising:

a processor collecting and analyzing chat data of drop-off customers from each screen of a Web or self-serve app;

said processor combining said drop-off chat data with Web log data; and

said processor applying said combined drop-off chat data, and Web log data to optimize customer issue prediction and said app content.

2. The method of claim 1, further comprising:

said processor also combining said drop-off chat data with a customer'"'"'s identity data.

3. The method of claim 2, further comprising:

said processor applying said combined drop-off chat data, customer identity data, and Web log data to optimize customer issue prediction and said app content.

4. The method of claim 1, wherein said processor text mines resolved chats to optimize resolution content.

5. The method of claim 1, wherein said processor receives customer feedback for app optimization.

6. The method of claim 1, said processor executing machine learning to optimize apps.

7. The method of claim 1, said processor monitoring app journey drop-off analysis from Web logs.

8. The method of claim 7, wherein said processor text mines chats to identify a reason for said drop-off.

9. The method of claim 7, said processor learning from said analysis by performing A/B testing with modified targeting and content.

10. The method of claim 7, wherein said machine learning is a continuous process that dynamically adapts as it learns from user interaction with an app.

11. The method of claim 7, wherein said machine learning effects intent and content identification through application of one or more data fusion models.

12. The method of claim 11, said one or more data fusion models using data from one or more sources comprising any of customer and/or identity data, comprising any of customer segment, recent transactions, months a customer transaction is carried on a company'"'"'s books, and customer attrition score;

Web journey data, comprising ay of said customer'"'"'s landing page, referred page, time on a particular Web site, and last page visited; and

chat mining models, comprising any of issue categorizer models, resolution analysis, product extractor models, and leakage to voice analysis.

13. An apparatus for optimizing any of Web and self-serve apps, comprising:

a processor comprising a module for collecting and analyzing chat data of drop-off customers from each screen of a Web or self-serve app;

said processor comprising a module for combining said chat data of drop-off customers with a customer'"'"'s identity data and Web log data; and

said processor comprising a module for applying said combined drop-off chat data, customer identity data, and Web log data to optimize customer issue prediction and said app content.

14. The apparatus of claim 13, said processor comprising a module for learning from said analysis by performing A/B testing with modified targeting and content.

15. The apparatus of claim 13, said processor comprising a module for machine learning, wherein said machine learning module effects intent and content identification through application of one or more data fusion models.

16. The apparatus of claim 15, said one or more data fusion models using data from one or more sources comprising any of customer and/or identity data, comprising any of customer segment, recent transactions, months a customer transaction is carried on a company'"'"'s books, and customer attrition score;

Web journey data, comprising ay of said customer'"'"'s landing page, referred page, time on a particular Web site, and last page visited; and

chat mining models, comprising any of issue categorizer models, resolution analysis, product extractor models, and leakage to voice analysis.