U.S. patent application number 16/218052 was filed with the patent office on 2020-04-16 for system and method for design and dynamic generation of a web page.
This patent application is currently assigned to LivePerson, Inc.. The applicant listed for this patent is LivePerson, Inc.. Invention is credited to Tal Goldberg, Ron Karidi, Joseph Mermelstein, Dan Bar Shalom, Amir Zucker.
Application Number | 20200117319 16/218052 |
Document ID | / |
Family ID | 37856587 |
Filed Date | 2020-04-16 |
View All Diagrams
United States Patent
Application |
20200117319 |
Kind Code |
A9 |
Karidi; Ron ; et
al. |
April 16, 2020 |
SYSTEM AND METHOD FOR DESIGN AND DYNAMIC GENERATION OF A WEB
PAGE
Abstract
A system and method for dynamically generating a web page is
disclosed. The web page includes a frame having content cells.
Content for the content cells is provided based in part on business
rules. A business rules engine processes, in real-time, an online
interaction and determines appropriate content for the content
cells. The business rules engine outputs a pointer to the content
which is used to populate the content cell.
Inventors: |
Karidi; Ron; (New York,
NY) ; Shalom; Dan Bar; (Ra'anana, IL) ;
Zucker; Amir; (Ra'anana, IL) ; Goldberg; Tal;
(Ra'anana, IL) ; Mermelstein; Joseph; (Ra'anana,
IL) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
LivePerson, Inc. |
New York |
NY |
US |
|
|
Assignee: |
LivePerson, Inc.
New York
NY
|
Prior
Publication: |
|
Document Identifier |
Publication Date |
|
US 20190258360 A1 |
August 22, 2019 |
|
|
Family ID: |
37856587 |
Appl. No.: |
16/218052 |
Filed: |
December 12, 2018 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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15213776 |
Jul 19, 2016 |
10191622 |
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16218052 |
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11394078 |
Mar 31, 2006 |
9432468 |
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15213776 |
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60717212 |
Sep 15, 2005 |
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60716535 |
Sep 14, 2005 |
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Current U.S.
Class: |
1/1 |
Current CPC
Class: |
G06Q 30/02 20130101;
G06F 3/0482 20130101; G06F 16/958 20190101; G06Q 30/0603 20130101;
H04L 51/046 20130101; H04L 67/02 20130101; G06F 3/0481 20130101;
H04L 67/22 20130101 |
International
Class: |
G06F 3/0482 20060101
G06F003/0482; G06F 16/958 20060101 G06F016/958; G06Q 30/06 20060101
G06Q030/06; G06Q 30/02 20060101 G06Q030/02; H04L 29/08 20060101
H04L029/08; H04L 12/58 20060101 H04L012/58; G06F 3/0481 20060101
G06F003/0481 |
Claims
1. A method of dynamically generating web pages comprising:
receiving a request for a web page from a browser; providing the
web page to the browser, the web page including at least one
content cell; receiving a request for content for said content cell
from the browser; analyzing the request for content, said analysis
based in part on business rules, the business rules engine
processes, in real-time, an online interaction and determines
appropriate content; and providing the content to the browser.
Description
CROSS-REFERENCES TO RELATED APPLICATIONS
[0001] This application is a continuation of U.S. patent
application Ser. No. 15/213,776, filed on Jul. 19, 2016, which is a
continuation of U.S. patent application Ser. No. 11/394,078, filed
on Mar. 31, 2006, now U.S. Pat. No. 9,432,468, issued on Aug. 30,
2016, and which claims the benefit of priority under 35 U.S.C.
.sctn. 119(e) to U.S. Provisional Application No. 60/716,535, filed
Sep. 14, 2005, and U.S. Provisional Patent Application No.
60/717,212, filed Sep. 15, 2005. This application is related to
U.S. patent application Ser. No. 11/360,530, filed Feb. 24, 2006,
now U.S. Pat. No. 8,738,732. All of these applications are hereby
incorporated by reference in their entireties for all purposes.
FIELD OF THE INVENTION
[0002] The present invention relates to computer browsing and, more
particularly, to providing a web page based on user
interaction.
BACKGROUND OF THE INVENTION
[0003] Networks, such as the Internet, have become an increasingly
important part of our everyday lives. Millions of people now access
the Internet on a daily basis to shop for goods and services and
obtain information of interest.
[0004] The web is built on a very simple, but powerful premise.
Much of the material on the web is formatted in a general, uniform
format called HTML (Hypertext Markup Language) or the like, and all
information requests and responses conform to a similarly standard
protocol. When someone accesses a server on the Web, the user's Web
browser will send an information request to a Web server. The Web
server will respond to the request by transmitting the desired
information to the user's computer. There, the user's browser will
display the received information on the user's screen.
[0005] For example, suppose an individual wishes to purchase a
printer via the Internet. The individual accesses the Internet and
types in a vendor's uniform resource locator (URL). The individual
may then access that vendor's home page to determine whether the
vendor has the product that this individual wishes to purchase.
[0006] If the individual does not know which vendors sell printers,
the individual may access a web site associated with a search
engine. The individual enters the generic term "printer" into the
search engine to attempt to locate a vendor that sells printers.
Using a search engine in this manner to locate individual web sites
that offer the desired product or service often results in a list
of hundreds or even thousands of "hits," where each hit may
correspond to a web page that relates to the search term.
[0007] Once a user decides which web page to visit, the web page is
formulated to interest the user. In particular, many web pages
allow a user to customize the web pager so that each time the user
visits the web page, the customized web page is presented to the
user. One of the challenges of online interactions is providing
customers or users with consistent online experience while using
different channels such as website navigation, email, chat,
bulletin boards, discussion forums, chat, and the like. For this
uniform presentation, cookies are used.
[0008] Cookies are pieces of information generated by a web server
and stored in the user's computer, for future access. Cookies are
embedded in the http information flowing back and forth between the
user's computer and the servers. Cookies allow user-side
customization of web information. For example, cookies are used to
personalize web search engines, to allow users to participate in
WWW-wide contests, to store shopping lists of items a user has
selected while browsing through a virtual shopping mall, and the
like.
[0009] Essentially, cookies make use of user-specific information
transmitted by the web server onto the user's computer so that the
information might be available for later access by itself or other
servers. Typically, the servers are part of the same domain. In
most cases, not only does the storage of personal information into
a cookie go unnoticed, so does access to it. Web servers
automatically gain access to relevant cookies whenever the user
establishes a connection to them, usually in the form of web
requests.
[0010] There are many reasons a given site would wish to use
cookies. These range from the ability to personalize information,
help with on-line sales/services, or simply for the purposes of
collecting demographic information. Cookies also provide
programmers with a quick and convenient means of keeping site
content fresh and relevant to the user's interests. The newest
servers use cookies to help with back-end interaction as well,
which can improve the utility of a site by being able to securely
store any personal data that the user has shared with a site to
help with quick logins, and the like.
[0011] Prior dynamically generated web sites, based on cookie
customization, allow users and content providers to customize
content. However, while these pages are dynamically generated based
on a cookie, or hard coding scenarios in the web page or server.
There is no flexibility to change the web page. Further, control of
the web page is with the programmer, not a marketing group.
BRIEF SUMMARY OF THE INVENTION
[0012] The present invention provides a system and method to
dynamically alter web pages based on a user's activity, marketing
objectives, and predetermined conditions. There are two major
modules in the disclosed system:
[0013] 1. SmartBar.TM. tool; and
[0014] 2. Business rule engine.
[0015] The first component is the SmartBar.TM. tool. The
SmartBar.TM. is an online marketing tool that provides a point of
reference on the web page for information and communication that is
relevant to the specific viewer. In a preferred embodiment, the
SmartBar.TM. is placed at the same location on each web page for a
given site. A SmartBar.TM. or frame is provided containing at least
one SmartBar.TM. cells. Each SmartBar.TM. cell is associated with a
particular marketing objective. For the visitor on the site, it
delivers a guided and personalized online experience with relevant
and timely content. In one embodiment, Smart Bar.TM. modifies web
pages to be viewed based in part on the items a user selects as
well as the time a user spends on a specific page. Additionally,
past browsing experiences can be considered. Smart Bar.TM.
dynamically selects cell content for a web page and dynamically
renders each cell, or selects cells, or alternatively, dynamically
generates content for a web page. One goal of the Smart Bar.TM. is
to enhance the browsing experience and minimize shopping cart
abandonment.
[0016] The second component is the business rules engine that
processes, in real-time, the events associated with each viewer and
decides what business action is required. Business intelligence in
the rules engine identifies what content is displayed in the
SmartBar.TM..
[0017] In one embodiment, Smart Bar.TM. is used to develop
marketing campaigns. Rules consist of conditions and their
associated action or actions. Rules are preferably organized by
campaign. Rules are used to determine what content should be
displayed. The system can display promotional material, help icons,
chat icons, sale items, other potentially interesting links based
on activity, and the like. Each rule is assigned a priority. Thus,
if more than one rule is triggered by a user's activity or browsing
behavior, the rule priority determines which rule is triggered
first and if other rules are subsequently triggered.
[0018] The business rules engine processes, in real-time, events
associated with each visitor, and decides what rule is required. In
one embodiment, the rules engine identifies whether a current
visitor is a returning customer or a new customer and initiates the
appropriate outcome or outcomes.
[0019] Each campaign can be broken down into segments. Each segment
is adapted to deal with a specific event or type of user. This
speeds the customization process and enables marketers to quickly
develop campaigns.
[0020] SmartBar.TM. users can generate and save rules for use in
other campaigns. In one embodiment, rules are stored in a database.
These rules are then selected and customized, if necessary, for a
campaign. The same rule can be used in multiple campaigns. Each
campaign can be considered a container to group rules.
[0021] SmartBar.TM. enhances a web site visitor's satisfaction with
a site layout and assists performance of a specific task. If a
user's activity is indicative of a problem, a frame can be loaded
with instructions detailing how to complete a task. Alternatively,
a help icon or chat icon for customer service can be loaded. In
this manner, a user's web site experience is enhanced. For example,
if a user's activity indicates problems with checkout, a frame will
appear to guide the user through the checkout process, thereby
avoiding shopping cart abandonment and lost sales.
[0022] In one embodiment, SmartBar.TM. can deliver directed
advertising in the form of services or products to a visitor. The
advertising will change as the user navigates the web site. In one
embodiment, content is presented to a user based on the visitor's
browsing history.
[0023] The SmartBar.TM. provides a structure for managing multiple
marketing messages in real time. The SmartBar.TM. enables the
marketer to define SmartBar.TM. Cells, each cell dedicated to
deliver different type of marketing messages. The SmartBar.TM. tool
provides a user interface to configure content for the SmartBar.TM.
cells. The SmartBar.TM. serves as a valuable medium to deliver
targeted promotions, relevant content and proactive communications.
Offering a combination of audience-specific navigation aids and
relevant information, the SmartBar.TM. employs dynamically
generated content that actively guides visitors through the site,
so the marketer can truly replicate the in-store experience in an
online environment. An improved user experience yields improved
conversion rates, increase customer satisfaction, and promote brand
loyalty by delivering an unmatched experience on the website. For
example, in a typical SmartBar.TM., one cell may deliver product
promotions, a second cell may deliver product comparison
information, and a third cell may deliver a button for live-chat
with the call center.
[0024] This intelligent and proactive technology tracks customer
behavior to accurately identify and reach audience segments most
likely to respond to personalized offers. SmartBar.TM. dynamically
embeds content seamlessly into a webpage.
[0025] The combination of these two components allows for an
effective handling of large volumes of interactions required in
today's online environment. The disclosed system and method
addresses the challenge presented to website managers who are
interested in modifying, in real time, a current session of
customers on the site.
BRIEF DESCRIPTION OF THE DRAWINGS
[0026] FIG. 1 System according to the present invention;
[0027] FIG. 2 is a flowchart of the method of user interaction
according to the present invention;
[0028] FIGS. 3A-3H represent screen shots of a typical user
interaction on a web site; and
[0029] FIGS. 4A-4E represent typical screens for creating rules and
SmartBar cell content.
DETAILED DESCRIPTION OF THE INVENTION
[0030] FIG. 1 depicts an embodiment of a system according to the
present invention. As shown, a user 10 is connected to a web server
11 via the Internet. The user 10 has additional means of
communication such as a telephone 50, fax machine, cell phone, hand
held computer, and the like. In one embodiment, radio communication
is implemented via radio tower 40. The web server 11 includes a
database 22, which stores a plurality of web pages such as web page
20. In one embodiment, a second server 30 includes a module 32 for
the application of business rules and dynamic web page generation
or SmartBar.TM. cell population. In one embodiment, module 32 is
part of server 30. In another embodiment, module 32 is part of web
server 11. In another embodiment, module 32 is housed in another
computer. Module 32 accesses data from database 34. Business rules
are preferably stored in database 34. It should be noted that the
functions of module 32 can be performed using separate modules.
[0031] There are at least three configurations for SmartBar.TM.
system. In the first embodiment, the web site content and the
SmartBar.TM. system are housed on a single server or linked
servers. The user requests a web page containing SmartBar.TM.
content and the web page and SmartBar.TM. content is provided by a
single server. In the second embodiment, a first web server
retrieves SmartBar.TM. content from a second server and provides
the content to a user. In the third preferred embodiment, a user
requests a web page containing SmartBar.TM. content from a server.
The SmartBar.TM. content has scripts that retrieve content from a
SmartBar.TM. server.
[0032] In operation, a user 10 requests a web page 20 from server
11. Web server 11 retrieves web page 20 from database 22. The web
server, or other computer, in conjunction with server 30 and module
32, populates areas 21 in web page 20. Areas 21 are populated based
in part on business rules. It should be noted that areas 21 are not
fixed for every page but can vary in position and size depending on
page layout. In another embodiment, areas 21 are overlays or
pop-ups. In one embodiment, module 32 also hosts the content for
areas 21. In another embodiment, database 22' hosts the content for
areas 21. Preferably, web page 20 includes embedded code that
defines each area 21. These areas 21 are populated based on the
embedded code, the user's activity, and the application of business
rules. In a preferred embodiment, module 32 includes a business
rules engine and a SmartBar.TM. tool. In another embodiment, the
business rules engine and the SmartBar.TM. tool are separate
modules.
[0033] The areas 21, the SmartBar.TM. frame, are populated using
elements retrieved from a database based in part on business rules.
Preferably, server 30, and more particularly database 34, provides
pointers to database 22 where the content is stored. The
SmartBar.TM. tool modifies the user's experience via such items as
chat, pop-ups, displays, cell content, clickable images, and the
like, modify the user experience. The code is embedded on the page
20 at the desired location 21 chosen by the marketer, web designer,
alike, possibly using an include file statement. It should be noted
that the system can preferably push additional items to overlay or
populate a new window such as a pop-up or chat channel. Overlays
float over a page and pop-ups are new windows. The code issues
real-time request asking the server for dynamic content that best
match this visitor at this time. Each of these request triggers a
sequence of business rule evaluations that are associated with the
particular web page. These business rules determine the actual
content to be displayed in each of the cells 21. The way the cells
21 are displayed to the visitor is de-coupled from the cell
definition and from the rules that determine the content of the
cells. The component that controls the display, or look & feel,
of the SmartBar.TM. cell 21 is the SmartBar.TM. Template. The user
can define SmartBar.TM. templates in the Content Library. The
template may contain any web-page code (e.g. HTML, DHTML, or
ASP).
[0034] As shown in FIG. 2, the process begins when a user requests
a web page. The system retrieves a web page format for the
requested page. (Step 100). In one embodiment, the web page format
is retrieved from database 90. The system then generates the web
page including any SmartBar.TM. cells 21. (Step 110). The content
of the SmartBar.TM. calls is determined based on user activity and
business rules. If there has not yet been any user interaction,
business rules and embedded code determine the content of
SmartBar.TM. cells 21.
[0035] Once the web page 20 is generated, the user's activity on
that page, and subsequently viewed pages, is monitored and
evaluated. (Step 120). The user's activity includes time spent on a
particular page, additional data requests, adding items to a cart,
and the like. The system revises the web page being displayed (Step
130) based on the user's activity or alternatively generates a new
page based on the activity (Step 110).
[0036] The business rule engine processes, in real-time, the events
associated with each user and decides what action to take, if any.
If the business rule engine determines a need, action is taken in
real-time. If no immediate action has to be taken, a non-modified
web page is displayed. Specific actions to take include special
offers, invitations to chat, help icons, related products, related
material, displaying pop-ups, clickable images, and the like.
[0037] The business rules engine uses rules that are based on
conditions and actions taken while a user is visiting a specified
website or series of web pages. Certain conditions will result in
specific actions being taken. The conditions include both the
activities that a user that performs while on a site and the user's
behavior while on a page, and if available, the past activity, IP
address, search activity, and the like. Rules provide a way to
react to customer activity. Visitor rules also customize the
processing of visitors and/or people communicating via chat or
another channel. In a preferred embodiment, rules are created
within a specific context that determines the circumstances in
which the rule will apply. The rules respond to conditions that
exist. Conditions specify which actions are triggered. If no
conditions are specified, the rule is triggered in response to all
activity. It should be noted that multiple conditions can be
specified or Boolean logic can be used.
[0038] Each rule can control multiple cells, and multiple rules can
affect a single cell. The rules control the displayed content.
Under certain circumstances, a cell may not display any content.
Marketers or others define the content of the cells. Web designers
place calls for SmartBars.TM. and SmartBar.TM. cell content. The
management of the page is done using a template. The template for a
SmartBar.TM. is preferably stored in a content library, not on a
web page.
[0039] Rules allow the web site to react to visitor activity on the
website. Visitor Rules customize the processing of website
visitors; they are used to create custom business rules that
trigger related actions such as chat invitations, promotional
offers, marketing campaigns, and the like. Rules are preferably
created with a specific rule context or Rule Type that determines
the circumstances in which the rule will apply. For example, a rule
that is set for "when a visitor enters site" will be triggered for
processing each time a visitor enters the site. When the user
visits the site, the conditions specified by the rule will be
checked and if found true, the actions specified in the rule will
be performed by the system.
TABLE-US-00001 TABLE 1 Visitor Rules - Conditions Condition Rule
Type Description Browsing Current Page clicks to chat The URL or
title of the current page match the specified pattern. enters page
enters site queued for chat leaves site Current Page clicks to chat
The referring URL of the current page match the specified pattern.
Referring URL enters page enters site queued for chat leaves site
Number of clicks to chat The number of pages visited during this
session. Pages enters page enters site queued for chat leaves site
Referring URL clicks to chat Matches the referrer of the visitor's
first visit to the site. enters page enters site queued for chat
leaves site Search Engine clicks to chat The URL from which the
visitor arrived is from a search engine. Found enters page enters
site queued for chat leaves site Search Engine clicks to chat The
search engine from which the request came. Identity enters page
enters site queued for chat leaves site Survey clicks to chat
Response to a question in a particular survey. Question enters page
enters site queued for chat leaves site Visited Page clicks to chat
The visitor visited a page whose URL or title matches the specified
pattern. enters page enters site queued for chat leaves site Chat
Available for clicks to chat Visitor is available for a chat
invitation. Invitation enters page enters site queued for chat
leaves site Has Chat clicks to chat Visitor has chatted during the
current session. enters page enters site queued for chat leaves
site Has Chat History clicks to chat The visitor requested to chat
in a previous visit. enters page enters site queued for chat leaves
site In Chat clicks to chat The visitor is currently involved in a
chat session with an operator. clicks to chat enters page enters
site queued for chat leaves site In Chat or clicks to chat The
visitor is currently in a chat, or waiting for a chat to be
established. Waiting for Chat enters page enters site queued for
chat leaves site In or After Chat clicks to chat The visitor is
currently in a chat, or has previously been in chat enters page
enters site queued for chat leaves site Invited to Chat clicks to
chat The visitor has been invited to chat. enters page enters site
queued for chat leaves site Refused Chat clicks to chat An
invitation to chat been has sent to the visitor and the visitor
refused to chat. enters page enters site queued for chat leaves
site Miscellaneous Action Fired clicks to chat The action with the
specified name has already fired during this session. enters page
enters site queued for chat leaves site At Least One clicks to chat
The rule with the specified name has already been triggered during
this session. Rule Triggered enters page enters site queued for
chat leaves site Predictive Dialer enters page Triggers a
predictive dialer with the specified settings. A Predictive Dialer
controls the number enters site of invitations sent to site
visitors. Random clicks to chat A random integer between 0 and the
specified number. Number enters page enters site queued for chat
leaves site Rule Triggered clicks to chat The outcome with the
specified rule has already been triggered during this session.
enters page enters site queued for chat leaves site Operators
Available clicks to chat At least one operator is online. (i.e., is
the operator in the "online" state, not "away- or "back in
Operators enters site 5"). leaves site Number of clicks to chat The
Number of available operators available. Operators enters site
Available leaves site Online clicks to chat Operators are currently
in the "online" state. An operator that is "away- or "back in 5" is
not Operators enters site considered online. leaves site Room
clicks to chat There is at least one operator of the skill
specified online in the current visitor's Room. Operators enters
site Online leaves site Skill Operators clicks to chat There is at
least one operator of the specified skill available. Available
enters page enters site queued for chat leaves site Skill Operators
clicks to chat There is at least one operator of the specified
skill online. Online enters site leaves site Time Functions Day of
the clicks to chat The day of the week. Week enters page enters
site queued for chat leaves site Days Since Last clicks to chat The
number of days since the last time this visitor has requested to
chat. Click-to-Chat enters page enters site queued for chat leaves
site Days Since Last clicks to chat The number of days since the
visitor's last visit to the site (fails if this is the first
visit). Visit enters page enters site queued for chat leaves site
Invitation clicks to chat The number of seconds for the visitor to
be invited to chat. This condition also checks the visitor's
History (cross enters page previous sessions. To check chat
invitations only in the current session use "Invited to Chat" or
session) enters site "Time Since Last Invite" queued for chat
leaves site Invitation clicks to chat The number of seconds the
Invitation to chat timed out. If the last invitation did not
timeout, the Timeout enters page condition will always be false.
enters site queued for chat leaves site Seconds in clicks to chat
The number of seconds the visitor was on the current page. Current
Page enters page enters site queued for chat leaves site Seconds
Since clicks to chat The number of seconds since the visitor was
declined. Decline enters page enters site queued for chat leaves
site Seconds Since clicks to chat The number of seconds since the
visitor last visited a page that matches the specified pattern.
Last Visit to enters page Page enters site queued for chat leaves
site Time In Site clicks to chat The time in seconds that the
visitor spent in the site during this session. enters page enters
site queued for chat leaves site Time of the Day clicks to chat The
number of minutes elapsed since midnight, Eastern Standard Time,
today. enters page enters site queued for chat leaves site Time
Since clicks to chat The time in seconds since the specified action
fired. Action Fired enters page enters site queued for
chat leaves site Time Since clicks to chat The time in seconds
since the custom variable was modified. Custom enters page Variable
enters site Modified queued for chat leaves site Time Since Last
clicks to chat The time in seconds since the visitor's last invite.
Invite enters page enters site queued for chat leaves site Time
Since Rule clicks to chat The time in seconds since the rule fired.
Fired enters page enters site queued for chat leaves site Wait Time
clicks to chat The time in seconds that the visitor has been in the
queue. enters page enters site queued for chat leaves site
Variables All Values of clicks to chat Apply the comparison to All
values of the specified Custom Variable. All values must be Numeric
Custom enters page and satisfy the comparison condition. Variable
enters site queued for chat leaves site At Least One clicks to chat
The Custom Variable has at least one value that satisfies the
comparison condition. Enter custom Numeric Value enters page
variable name in the first field, and number to match in the last
field. of Custom enters site Variable queued for chat leaves site
At Least One clicks to chat The Custom Variable has at least one
value that satisfies the comparison condition. Value of Custom
enters page Enter custom variable name in the first field, and
string to match in the last field. Variable enters site queued for
chat leaves site Custom Flag clicks to chat The custom flag
variable satisfies the comparison condition. Variable enters page
enters site queued for chat leaves site Custom clicks to chat The
value of the Custom Variable that corresponds to the specified name
Variable enters page enters site queued for chat leaves site Custom
clicks to chat A Custom Variable with the specified name has been
set. Variable Has enters page Been Set enters site queued for chat
leaves site Custom clicks to chat There is a Custom Variable on the
current page. Variable on enters page Current Page enters site
queued for chat leaves site Numeric clicks to chat Apply the
comparison to All values of the specified Custom Variable. All
values must be Numeric Custom enters page and satisfy the
comparison condition. Variable enters site queued for chat leaves
site Numeric Values clicks to chat The numeric value of the Custom
Variable with the specified name (fails if Custom Variable has of
Custom enters page not occurred or the value is not numeric). Enter
Custom Variable name in the first field, and Variable enters site
number to match in the last field. queued for chat leaves site
Visitor Properties Browser Type clicks to chat The visitor's
browser matches the specified pattern. (User Agent) enters page
enters site queued for chat leaves site Hot Lead clicks to chat
Visitor is specified as a hot lead. enters page enters site queued
for chat IP clicks to chat The visitor's IP address or host-DNS
matches the specified pattern. enters page enters site queued for
chat leaves site Repeat Visit clicks to chat This visitor has been
to the site before this session. enters page enters site queued for
chat leaves site Skill clicks to chat The visitor's skill group.
enters page enters site queued for chat leaves site Visitor Group
clicks to chat The group number for this visitor, if all visitors
are grouped into groups. The site visitors are enters page randomly
segmented into the number of groups you set in the 3rd parameter.
You can then check enters site to which specific group the visitor
has been assigned. queued for chat leaves site
[0040] Conditions may include the type of page, section of a page
or a specific URL. Additionally, if the user reaches a page via a
hyperlink or by typing a URL, that scenario can be monitored
without taking any action. The time a user spends on a specific
page may also be a condition. For example, the system can monitor
whether a user spends more or less than a specified time on a page
or group of pages. Conditions relate to events that occur as well
as events that do not occur. For example, adding items to a cart
but not checking out.
[0041] Rule conditions can also apply to variables. Rule actions
can set the value of a variable to a predetermined value. For
example, the value or occurrence may be a shopping cart total
greater than a specified dollar amount or contain more or less than
a specified amount/quantity. Further, other variables can indicate
a transaction error (a Boolean variable). The system can also
monitor at least such items as an occurrence of a specified event,
entering a communication channel such as chat before or after a
selection, days since last chat interaction, and the like. Further,
other variables can be a new visitor, old visitor, user's IP
address, and the like.
[0042] As discussed above, when certain conditions occur, an action
is triggered. Actions may contain sub-actions. In one embodiment,
the actions are executed in a specific order. However, in another
embodiment, the actions occur in random or non-specified order. A
sample of actions based on rules and alerts are shown below in
Table 2.
TABLE-US-00002 TABLE 2 Visitor Rules - Actions Type Rule Type
Action Parameters Description Operator Alerts clicks to chat
Operator Alert Send an alert to operators enters page concerning
this enters site visitor. For a list of macros available queued for
in Operator Alerts, refer to the Live chat Person Customer Center.
leaves site Description Enter a brief description of the browsing
site operator alert, if you so wish. HTML Use the HTML box to
design your alert. Plain text can be used in this area, but HTML
tagging will serve to make the alert more eye-catching. Chat Audit
clicks to chat Email this Email Email a copy of the chat transcript
enters site Transcript Sender Name to the specified address. The
email leaves site Sender Email will arrive from the specified
Subject sender. Set the subject to help you identify the email.
Forward transcript Email Email a copy of the chat transcript from
visitor email Subject to the specified address. The email Email
Custom will arrive from the email Variable associated with the
visitor. You can optionally set the custom variable to be used to
extract the visitor's email address (Email Custom Variable).
Visitor clicks to chat Engage NA Send a proactive chat request to a
Experience enters page visitor. enters site Custom Engage
<custom directory> Engage visitor using custom image leaves
site Visitor directory. The directory should not browsing site end
with a "/". Set Visitor Profile <name of visitor Assign the
session to a selected profile> Visitor Profile. Enable/Disable
Pre- Pre-Chat Survey Enable/Disable Pre-Chat survey Chat Survey
status for the visitor during current session. Enable/Disable Exit
Exit Survey Enable/Disable the Exit survey Survey status for the
visitor during current session. Enable/Disable Operator Survey
Enable/Disable the Operator survey Operator Survey status for the
visitor during current session. Set Pre-Chat survey <name of
pre-chat Set specific Pre-Chat survey for the survey> visitor
during current session. Set Exit survey <name of exit survey>
Set specific Exit survey for visitor during current session. Set
Operator survey <name of operator Set specific Operator survey
for survey> visitor during current session. Set Offline survey
<name of offline Set specific Offline survey for the survey>
visitor during current session. Set Chat Window <name of chat
Set a specific Chat Window profile window> for the visitor
during current session. Set System Messages <name of system Set
specific System Messages set message set> for the visitor during
the current session. enters page Show Popup <popup> Display a
pop-up. New pop-ups are created in the Content Library. enters page
Engage Visitor NA Send a proactive chat request to a visitor.
enters page Custom Engage <custom directory> Engage visitor
using custom image Visitor directory. The directory should not end
with a "/". enters page Show Warm-up <popup> Use the Content
Library tab to define new warm-ups. Variables clicks to chat Set
Custom Variable Name Add a custom variable to the enters page
Variable Variable Value session. enters site Set Custom Flag Name
Add an on/off custom variable to queued for Flag Variable State On
the session. chat <HelvBold>|Off leaves site Set Custom
Variable-- Variable name Add a custom variable to the browsing site
One Time Only Variable Vale session. This action will only fire
once per session. Routing queued for Assign to Service <Service
Service Change the visitor's service queue. chat Queue Queue Assign
Percentage to <Service Queue> Assign a percentage of visitors
to a Service Queue queue. Use several of these outcomes together to
create a distribution plan for a group of visitors. Note that
visitors will only be assigned if the queue is online for the Skill
Group. Sales Edition click to chat Set Visitor as Hot NA Visitor is
defined as a hot lead. enters site Lead queued for Increment
Reporting <file location> Include specified words that can be
chat Counter viewed in the Conversion reports. browsing site
Counters are defined in Rules >Words > Report Counters. Set
Visitor Segment <segment name> Set the visitor Segment
[0043] FIGS. 3A-3H depict a typical user's interaction on a series
of web pages for a given web site. FIG. 3A depicts a single page
for a web site, retail.com. As shown, the SmartBar.TM. cells 21A
and 21B are on the right side of the page 100 in a SmartBar.TM.
frame. As shown, the SmartBar.TM. frame includes cells 21A-21F. In
this embodiment, cell 21A is a communication channel, cell 22B is a
product recommendation cell, cell 21C is an incentive cell, cell
21D is an express checkout cell, cell 21E is a buying guide, and
cell 21F is a post purchase cell. It should be noted that other
cells could be part of a SmartBar.TM. frame. Other elements such as
headings 22, links, images and the like can be added using
SmartBar.TM. cells. While the SmartBar.TM. cells are shown together
on a background. In one embodiment, they are space apart from one
another. In another embodiment, the SmartBar.TM. cells blend into
the page as uniform elements. The SmartBar.TM. cells as shown
provide a user with means to initiate help via online chat or
investigate specials. In a preferred embodiment, the SmartBar.TM.
frame and all of its cells are on each page, however, only those
cells that have had their content requested are displayed. If the
user browsing page 100 clicks (selects) SmartBar.TM. cell 21B, the
web page shown in FIG. 3B is generated.
[0044] As show in FIG. 3B, web page 102 includes Smart8ar.TM. cells
21A, 121, and SmartBar.TM. 221. SmartBar.TM. 121 is an example of a
single-cell Smart8ar.TM.. A web designer or marketer may include
cell 21A on every web page for this site because it is a help
button. SmartBar.TM. cells 221 and 121 are generated based on
business rules and user activity. For example, SmartBar.TM. frame
221 displays various cameras and camcorders based on popularity.
Additionally, it should be noted other information can be presented
to the users such as shop by brand options and the like.
[0045] If the user selects the camera designated in SmartBar.TM.
cell 121 the user is brought to a webpage 104 depicted in FIG. 3C.
As shown in FIG. 3C only SmartBar.TM. cell 21A is present.
Depending on the web design other SmartBar.TM. cells can be
displayed. When the user adds the items shown in FIG. 3C to a
shopping cart, a new web page 106 is displayed as well as other
options in the SmartBar.TM. cells. As shown in FIG. 3D, other sales
and marketing SmartBar.TM. cells can be added to the shopping cart
page such as a free shipping incentive (21C) and instruction for
purchasing on the website (21E). It should be noted that the free
shipping or other element can be determined based on the purchase
price or value of items in the visitors shopping cart.
[0046] When the user selects the SmartBar.TM. cell 21C designating
the free shipping a new screen is generated as shown in FIG. 3E.
Here, the SmartBar.TM. cell can include other items such as other
products manufactured by the same manufacturer 21B or an express
checkout button 21D. Further, the item being featured in the center
frame can also be managed as a dynamic-content SmartBar.TM. cell.
It should be noted that cell 21B changes its content based on
conditions present during user interaction. Based on the business
rules used to generate the web pages, if the user selects the Sony
item in cell 21B a new screen 110 as shown in FIG. 3F is generated.
As shown, this screen 110 can include a SmartBar.TM. cell offering
a discount if the user adds the current item to the cart. It should
be noted that while a discount is shown in FIG. 3F as SmartBar.TM.
cell 21D any offer can be implemented or information presented
using SmartBar.TM. cells.
[0047] As shown in FIG. 3G, once the second item is added to the
shopping cart a new basket screen is generated. This new screen
reflects the discount offer. It should be noted that because the
visitor already qualified for the free-shipping offer shown to the
user previously, this incentive is no longer generated. Once the
user checks out, she is provided with a receipt page (FIG. 3H). On
this page, because the order is complete, the user is provided with
an opportunity to request a catalogue (cell 21F). It should be
noted that other offers can be provided to the user at any time
and/or inst at any point on the screen.
[0048] In the preferred embodiment, the SmartBar.TM. code on the
page requests its content to be rendered with respect to a
specified template. The template is stored in the Content Library.
This template is configured and customized by the user. Generic
templates are also provided with the software.
TABLE-US-00003 Sample SmartBar .TM. <iframe
id="LPDynamicFrameSales" name="LPDynamicFrameSales"
src="blank.html" width="1" height="O" frameBorder-"0"
marginwidth="O" marginheight="O" scrolling="no"> <liframe>
<script language="javascript"> function
loadLPDynamicFrameframe( ) var s =
document.createEiement("script");
s.src="http://sales.liveperson.neUhc/90331780/?cmd=file&file=dynamicFrame&-
dynamicFrame=SmartBar"+
"&frame=LPDynamicFrameSales&site=90331780";
document.body.appendChild(s); if (typeof(IpVisitorDependantCode) ==
"undefined") IpVisitorDependantCode = new Array( );
IpVisitorDependantCode[IpVisitorDependantCode.length] =
loadLPDynamicFrameframe; </script>
[0049] In another embodiment, the code for rendering the
SmartBar.TM. is embedded on the web page, requesting in real-time
the content to be resolved through the business rules engine. As
shown below, the SmartBar.TM. code establishes cells on a web page.
The code below includes programmed content calls. Alternatively,
the code includes calls to other content. These cells are then
using the business rules as discussed above. It should be noted
that the placement of the cells is at the programmer's discretion
for the preferred presentation and that the business rules are
designed for specific marketing purposes, informational services,
and the like.
TABLE-US-00004 Sample SmartBar <!- Instructions: Replace
<account number> by you UvePerson account number Replace
<uri path> by the complete path to the SmartBar deployment
directory -> <!- .cndot..cndot..cndot..cndot..cndot..cndot.
Begin LivePerson SmartBar(TM) Code
.cndot..cndot..cndot..cndot..cndot. -> <div
id="IpMEguide"> <script type="text/javascript"
language="JavaScript">document.getEiementById("IpMEguide").style.displ-
ay = `none`;</script> <table width="150" border="0"
cellspacing="0" cellpadding="0" style="background-color:#eeeeee;
padding: 2 4 2 4"> <tr><td align="center">img
src="http://_.gif` style="margin-bottom: 2px"> </td>
</tr> <tr id="IpMEframe(LPbarCartCrossSell)TR"
valign="top"> <td> <iframe
name="IpMEframe(LPbarCartCrossSell)"
id="IpMEframe(LPbarCartCrossSell)" marginwidth="0" marginheight="0"
scrolling="no" frameborder="0" width="0" height="0">
</iframe> </td> </tr> <tr
id="IpMEframe(LPbarCartCartActions)TR" valign="top"> <td>
<iframe name="IpMEframe(LPbarCartActions)"
id="IpMEframe(LPbarCartCartActions)" marginwidth="0"
marginheight="0" scrolling="no" frameborder="0" width="0"
height="0"> </iframe> </td> </tr> <tr
id="IpMEframe(LPbarCartBuying)TR" valign="top"> <td>
<iframe name="IpMEframe(LPbarCartBuying)"
id="IpMEframe(LPbarCartBuying)" marginwidth="0" marginheight="0"
scrolling="no" frameborder="0" width="0" height="0">
</iframe> </td> </tr> </table>
<script> function IpMEioadFrameSrc(IpMEname,ctIParms) var
IpMEframeId="IpMEframe("+IpMEname+")"; var
IpMEframeSrcUrl="http://sales.liveperson.net/hc/<account
number>/crnd/url/?site=<account number>&page="+
escape(`http://<url
path>/Scripts/IpMEGenericContent.html?frame=`+IpMEframeId)+
"&info=("+IpMEname+")"+ctIParms+"&d="+(new Date( ).getTime(
)); document.getElementById(IpMEframeId).src=IpMEframeSrcUrl;
function IpMEloadAllFrames(timeoutTrigger) if (timeoutTrigger)
setTimeout("IpMEloadAllFrames(false)", 10); return;
IpdbInitDynamicButtonRealtime( );
IpMEloadFrameSrc("LPbarCartCrossSell","&waitForVisitor=false");
IpMEloadFrameSrc("LPbarCartActions","&waitForVisitor=false");
IpMEloadFrameSrc("LPbarCartBuying","&waitForVisitor=false");
</script> <iframe name="IpMEwaitForVisitor"
id="IpMEwaitForVisitor" scrolling="no" frameborder="0" width="0"
height="0"> </iframe> <script> var
IpMEwaitForVisitorFlag; if
(typeof(IpMEwaitForVisitorFlag)=="undefined")
IpMEwaitForVisitorFlag=true;
document.getElementById("IpMEwaitForVisitor").src=
"http://sales.liveperson.net/hc/<account
number>/cmd/url/?site=<account number>&page=" +
escape(`http://<url path>/Scripts/IpMEloadAllFrames.html`) +
"&info=(IpMEwaitForVisitor)" +
"&waitForVisitor="+(IpMEwaitForVisitorFiag?"redirectBack&redirectTimeout=-
400":"false") + "&d="+(new Date( ).getTime( )); </script>
</div> <!-- ****** End LivePerson SmartBar(TM) Code *****
->
[0050] SmartBar.TM. cells are dynamic cells embedded in web pages.
In a preferred embodiment, the HTML code embedded in the web page
pulls information from a dedicated web server.
[0051] FIG. 4A depicts one embodiment of the content library used
to generate SmartBar.TM. cell content. The user can select from
clickable images, links, pop-ups, and SmartBar.TM. templates and
the like. In a preferred embodiment, the user can create and modify
content. The "create new" button generates a screen such as the one
shown in FIG. 4B.
[0052] FIG. 4B is a template editor. A user can name and describe a
template and link the template to various promotions. Further, the
template provides an area whereby HTML code is entered to generate
the cells.
[0053] As shown in FIG. 4C, a clickable image is defined. The
marketer enters the name, description, resource type URL,
destination URL. In a preferred embodiment, the user enters the
height and width of the clickable content on this screen. Further,
once the template is established, rules are associated with the
specific SmartBar.TM..
[0054] FIG. 4D shows various rule types that will trigger a
SmartBar.TM. template and the rule priorities within each type.
Rule types include clicking a dynamic button, entering a page,
entering a site, click-to-chat, leaving a site, browsing a site,
and the like. Each of these rule types can designate a specific
activity or group of activities. Additionally, other pop-ups or
content is displayed based on rules and user activity as discussed
above.
[0055] In one embodiment, rules can be organized under campaigns
(FIG. 4E). Campaigns can be setup for a specific period of
time.
[0056] It should be noted that in another embodiment, a user first
establishes rules, then groups these rules into campaigns. After
the rules and campaigns are established, SmartBar.TM. templates are
generated to support the campaigns. Further, because the generation
of the SmartBar.TM. cells, the business rules, and the web layout
are discreet activities, no specific order is required for the
overall implementation. In a preferred embodiment, a user defines a
campaign. Rules are then written or selected to accomplish the
campaign.
[0057] The present invention may be described herein in terms of
functional block components, code listings, optional selections and
various processing steps. It should be appreciated that such
functional blocks may be realized by any number of hardware and/or
software components configured to perform the specified functions.
For example, the present invention may employ various integrated
circuit components, e.g., memory elements, processing elements,
logic elements, look-up tables, and the like, which may carry out a
variety of functions under the control of one or more
microprocessors or other control devices.
[0058] Similarly, the software elements of the present invention
may be implemented with any programming or scripting language such
as C, C++, C#, Java, COBOL, assembler, PERL, or the like, with the
various algorithms being implemented with any combination of data
structures, objects, processes, routines or other programming
elements.
[0059] Further, it should be noted that the present invention may
employ any number of conventional techniques for data transmission,
signaling, data processing, network control, and the like.
[0060] It should be appreciated that the particular implementations
shown and described herein are illustrative of the invention and
its best mode and are not intended to otherwise limit the scope of
the present invention in any way. Indeed, for the sake of brevity,
conventional data networking, application development and other
functional aspects of the systems (and components of the individual
operating components of the systems) may not be described in detail
herein. Furthermore, the connecting lines shown in the various
figures contained herein are intended to represent exemplary
functional relationships and/or physical or virtual couplings
between the various elements. It should be noted that many
alternative or additional functional relationships or physical or
virtual connections may be present in a practical electronic data
communications system.
[0061] As will be appreciated by one of ordinary skill in the art,
the present invention may be embodied as a method, a data
processing system, a device for data processing, and/or a computer
program product. Accordingly, the present invention may take the
form of an entirely software embodiment, an entirely hardware
embodiment, or an embodiment combining aspects of both software and
hardware. Furthermore, the present invention may take the form of a
computer program product on a computer-readable storage medium
having computer-readable program code means embodied in the storage
medium. Any suitable computer-readable storage medium may be
utilized, including hard disks, CD-ROM, optical storage devices,
magnetic storage devices, and/or the like.
[0062] The present invention is described below with reference to
block diagrams and flowchart illustrations of methods, apparatus
(e.g., systems), and computer program products according to various
aspects of the invention. It will be understood that each
functional block of the block diagrams and the flowchart
illustrations, and combinations of functional blocks in the block
diagrams and flowchart illustrations, respectively, can be
implemented by computer program instructions. These computer
program instructions may be loaded onto a general purpose computer,
special purpose computer, or other programmable data processing
apparatus to produce a machine, such that the instructions that
execute on the computer or other programmable data processing
apparatus create means for implementing the functions specified in
the flowchart block or blocks.
[0063] These computer program instructions may also be stored in a
computer-readable memory that can direct a computer or other
programmable data processing apparatus to function in a particular
manner, such that the instructions stored in the computer-readable
memory produce an article of manufacture including instruction
means that implement the function specified in the flowchart block
or blocks. The computer program instructions may also be loaded
onto a computer or other programmable data processing apparatus to
cause a series of operational steps to be performed on the computer
or other programmable apparatus to produce a computer-implemented
process such that the instructions that execute on the computer or
other programmable apparatus provide steps for implementing the
functions specified in the flowchart block or blocks.
[0064] Accordingly, functional blocks of the block diagrams and
flowchart illustrations support combinations of means for
performing the specified functions, combinations of steps for
performing the specified functions, and program instruction means
for performing the specified functions. It will also be understood
that each functional block of the block diagrams and flowchart
illustrations, and combinations of functional blocks in the block
diagrams and flowchart illustrations, can be implemented by either
special purpose hardware-based computer systems that perform the
specified functions or steps, or suitable combinations of special
purpose hardware and computer instructions.
[0065] One skilled in the art will also appreciate that, for
security reasons, any databases, systems, or components of the
present invention may consist of any combination of databases or
components at a single location or at multiple locations, wherein
each database or system includes any of various suitable security
features, such as firewalls, access codes, encryption,
de-encryption, compression, decompression, and/or the like.
[0066] The scope of the invention should be determined by the
appended claims and their legal equivalents, rather than by the
examples given herein. For example, the steps recited in any method
claims may be executed in any order and are not limited to the
order presented in the claims. Moreover, no element is essential to
the practice of the invention unless specifically described herein
as "critical" or "essential."
[0067] In the specification, the term "media" means any medium that
can record data therein. The term "media" includes, for instance, a
disk shaped media for such as CD-ROM (compact disc-read only
memory), magneto optical disc or MO, digital video disc-read only
memory or DVD-ROM, digital video disc-random access memory or
DVD-RAM, a floppy disc, a memory chip such as random access memory
or RAM, read only memory or ROM, erasable programmable read only
memory or E-PROM, electrical erasable programmable read only memory
or EE-PROM, a rewriteable card-type read only memory such as a
smart card, a magnetic tape, a hard disc, and any other suitable
means for storing a program therein.
[0068] A recording media storing a program for accomplishing the
above mentioned apparatus maybe accomplished by programming
functions of the above mentioned apparatuses with a programming
language readable by a computer or processor, and recording the
program on a media such as mentioned above.
[0069] A server equipped with a hard disk drive may be employed as
a recording media. It is also possible to accomplish the present
invention by storing the above mentioned computer program on such a
hard disk in a server and reading the computer program by other
computers through a network.
[0070] As a computer processing device, any suitable device for
performing computations in accordance with a computer program may
be used. Examples of such devices include a personal computer, a
laptop computer, a microprocessor, a programmable logic device, or
an application specific integrated circuit.
[0071] While this invention has been described by reference to a
preferred embodiment, it should be understood that numerous changes
could be made within the spirit and scope of the inventive concepts
described. Accordingly, it is intended that the invention not be
limited to the disclosed embodiment, but that it have the full
scope permitted by the language of the following claims.
* * * * *
References