System and method for performing follow up based on user interactions

• US 9,590,930 B2
• Filed: 12/15/2015
• Issued: 03/07/2017
• Est. Priority Date: 09/14/2005
• Status: Active Grant

• Current Assignee: LivePerson Incorporated
• Original Assignee: LivePerson Incorporated
• Inventors: Karidi, Ron
• Primary Examiner(s): SHAW, PELING ANDREW
• Application Number:
  US14/970,225
• Publication Number:
  US 20160248706A1
• Time in Patent Office: 448 Days
• Field of Search: None
• US Class Current: 1/1
• CPC Class Codes: G06F 16/972 Access to data in other repository systems, e.g. legacy data or dynamic Web page generation
• CPC Class Codes: G06F 21/6263 during internet communication, e.g. revealing personal data from cookies
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34

Abstract

A system and method for follow up management comprising determining if a user has a repository record, extracting information from the repository record associated with the user, and acting on information stored in the repository record. The method may be practiced on a system for managing online interaction comprising a business rules engine a follow up repository, and a follow up engine.

Claims

1. A computer-implemented method, comprising:

monitoring, on a computing device, activities during a communication session;

determining a follow-up action to perform based on a monitored activity;

determining when to perform the follow-up action based on the monitored activity, wherein the follow-up action is to be performed at a future trigger date;

storing information in a repository, wherein the information indicates the follow-up action and when to perform the follow-up action, and wherein the information stored in the repository is different from information stored in a file indicating whether a repository exists;

detecting the future trigger date;

retrieving the information stored in the repository when the future trigger date is detected;

determining the follow-up action to perform from the information stored in the repository; and

performing the follow-up action.

2. The method of claim 1, wherein the information stored in the repository includes a history associated with a user associated with the monitored activity.

3. The method of claim 1, wherein the follow-up action includes at least one or more of opening a communication channel, opening an engagement channel, or presenting an option to communicate using a communication channel.

4. The method of claim 1, wherein the monitored activity includes a request to chat.

5. The method of claim 4, wherein the follow-up action includes at least one or more of providing a chat to a user or providing an option to chat to the user.

6. The method of claim 1, wherein the future trigger date includes a next communication session by a user associated with the monitored activity.

7. The method of claim 1, wherein the future trigger date includes a determined future date.

8. The method of claim 1, further comprising:

determining an expiration date for the information stored in the repository; and

storing the expiration date.

9. The system of claim 1, further comprising:

determining an expiration date for the information stored in the repository; and

storing the expiration date.

10. A system, comprising:

a processor; and

a non-transitory computer-readable storage medium containing instructions configured to cause the processor to perform operations including;

monitoring, on a computing device, activities during a communication session;

determining a follow-up action to perform based on a monitored activity;

determining when to perform the follow-up action based on the monitored activity, wherein the follow-up action is to be performed at a future trigger date;

storing information in a repository, wherein the information indicates the follow-up action and when to perform the follow-up action, and wherein the information stored in the repository is different from information stored in a file indicating whether a repository exists;

detecting the future trigger date;

retrieving the information stored in the repository when the future trigger date is detected;

determining the follow-up action to perform from the information stored in the repository; and

performing the follow-up action.

11. The system of claim 10, wherein the information stored in the repository includes a history associated with a user associated with the monitored activity.

12. The system of claim 10, wherein the follow-up action includes at least one or more of opening a communication channel, opening an engagement channel, or presenting an option to communicate using a communication channel.

13. The system of claim 10, wherein the monitored activity includes a request to chat.

14. The system of claim 13, wherein the follow-up action includes at least one or more of providing a chat to a user or providing an option to chat to the user.

15. The system of claim 10, wherein the future trigger date includes a next communication session by a user associated with the monitored activity.

16. The system of claim 10, wherein the future trigger date includes a determined future date.

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

monitoring, on a computing device, activities during a communication session;

determining a follow-up action to perform based on a monitored activity;

determining when to perform the follow-up action based on the monitored activity, wherein the follow-up action is to be performed at a future trigger date;

storing information in a repository, wherein the information indicates the follow-up action and when to perform the follow-up action, and wherein the information stored in the repository is different from information stored in a file indicating whether a repository exists;

detecting the future trigger date;

retrieving the information stored in the repository when the future trigger date is detected;

determining the follow-up action to perform from the information stored in the repository; and

performing the follow-up action.

18. The computer-program product of claim 17, wherein the monitored activity includes a request to chat.

19. The computer-program product of claim 18, wherein the follow-up action includes at least one or more of providing a chat to a user or providing an option to chat to the user.

20. The computer-program product of claim 17, wherein the future trigger date includes a next communication session by a user associated with the monitored activity or a determined future date.