WO2023072950A1 - Paramétrage d'une session de communication voip sur la base d'une interaction utilisateur avec un serveur web - Google Patents

Paramétrage d'une session de communication voip sur la base d'une interaction utilisateur avec un serveur web Download PDF

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Publication number
WO2023072950A1
WO2023072950A1 PCT/EP2022/079815 EP2022079815W WO2023072950A1 WO 2023072950 A1 WO2023072950 A1 WO 2023072950A1 EP 2022079815 W EP2022079815 W EP 2022079815W WO 2023072950 A1 WO2023072950 A1 WO 2023072950A1
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WO
WIPO (PCT)
Prior art keywords
user
communication session
web site
voip
session
Prior art date
Application number
PCT/EP2022/079815
Other languages
English (en)
Inventor
Jonas Jonsson
Original Assignee
Optimobile Ab
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Optimobile Ab filed Critical Optimobile Ab
Publication of WO2023072950A1 publication Critical patent/WO2023072950A1/fr

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Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • G06Q30/0613—Third-party assisted
    • G06Q30/0617—Representative agent
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0201—Market modelling; Market analysis; Collecting market data
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • G06Q30/0623—Item investigation
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet

Definitions

  • the invention relates to a device, system, method, computer program and computer program product for providing support of a user exploring a web site.
  • a user that explores a web site may as an example be interested in purchasing a product or service or to obtain additional information about a product or service. If desiring more information, he or she may initiate a communication session with the web site provider. Such a communication session may then be made to a person that has insufficient knowledge about the product or service. The user may in this case have to have the communications session being forwarded or may him- or herself need to input further information in order to reach a person with the required knowledge. Alternatively, the web site provider may have insufficient staff for being able to timely engage in communication sessions, which may lead to the user having to wait or not being helped at all.
  • One object of the invention is therefore to simplify for a user that explores a web site to get support.
  • a device for providing support of a user exploring a web site provided by a web server which device comprises a processor acting on computer instructions whereby the device is operative to implement support providing functionality configured to: analyse activities of the user on the web site during an interaction session, determine if a communication session could be of interest to the user based on the analysis, and set up a Voice-over- IP (VoIP) communication session between the user and a counterpart associated with the web site in case the user is deemed to be interested in the setting up of a communication session.
  • VoIP Voice-over- IP
  • the object is according to a second aspect achieved through a system providing support of a user, the system comprising a web server providing a web site which the user may explore and a user supporting functionality, the user supporting functionality being configured to: analyse activities of the user on the web site during an interaction session, determine if a communication session could be of interest to the user based on the analysis, and set up a Voice-over- IP (VoIP) communication session between the user (30) and a counterpart associated with the web site in case the user is deemed to be interested in the setting up of a communication session.
  • VoIP Voice-over- IP
  • the object is according to a third aspect achieved through a method for providing support of a user exploring a web site provided by a web server, the method comprising:
  • VoIP Voice-over- IP
  • the method may be carried out by user supporting functionality, which user supporting functionality maybe provided in a device and/or a system for providing support to a user.
  • the user supporting functionality may additionally be spread out over different nodes, such as the web server, the VoIP server and the VoIP client.
  • the object is according to a fourth aspect further achieved through a computer program for providing support of a user exploring a web site provided by a web server, the computer program comprising computer program code which when run in a processor of a device providing support for the user, causes the device to: analyse activities of the user on the web site during an interaction session, determine if a communication session could be of interest to the user based on the analysis, and set up a Voice-over- IP (VoIP) communication session between the user and a counterpart associated with the web site in case the user is deemed to be interested in the setting up of a communication session.
  • VoIP Voice-over- IP
  • the object is according to a fifth aspect further achieved through a computer program product for providing support of a user exploring a web site provided by a web server, the computer program product comprising a data carrier with computer program code according to the fourth aspect.
  • the user maybe one party of the VoIP communication session and the counterpart maybe another party of the VoIP communication session.
  • the user may for instance be a first party of the VoIP communication session and the counterpart may be a second party of the VoIP communication session or vice versa.
  • the interaction session may be a current interaction session, for which a VoIP communication session is set up in real-time. Alternatively, it may be an earlier interaction session in which the user has been involved. It is additionally possible that the user can be engaged in another communication session with a counterpart associated with the web server during this earlier interaction session, where this communication session may be of a different type than VoIP.
  • the activities of the user may be activities in the group of: selecting objects representing products or services, placing objects representing products or services in a selection zone, and performing steps in a transaction scheme.
  • the user activities may additionally comprise selected menu options and number of times that the menu options have been selected and searches performed during the interaction session.
  • the VoIP communication session may additionally be set up based on how user activities are distributed in time during the interaction session. It is thereby possible that it is set up based on the order in which the user has performed activities during the interaction session.
  • the analysis can also be based on other factors such as which web page is the starting page of the interaction session, the geographical position of the user, web pages that have been viewed during the interaction session and if the user is an unknown or known recurring visitor, the web history of earlier visits.
  • the personal data can in this case include information from earlier VoIP communication sessions and/or earlier support sessions of other types.
  • the setting up of the VoIP communication session is based on one or more of the above-mentioned other factors.
  • the selection zone and transaction scheme may be part of a web shop provided by the web server. In this case it is additionally possible that the VoIP communication session is set up based on the outcome of comparisons between the user’s activity on the web site with historical statistical data of transactions using the web shop.
  • the device is further configured to analyse the time that the user has spent on the web site in the interaction session.
  • the method further comprises investigating the time that the user has spent on the web site in the interaction session. It is then possible that the setting-up of the VoIP communication session is also based on the time the user has spent on the web site.
  • the device is further configured to determine a prioritization of the VoIP communication session based on the analysis and the setting up of the VoIP communication session is made using the determined prioritization.
  • the method further comprises determining a prioritization of the VoIP communication session based on the analysis and wherein the setting up of the VoIP communication session is made using the determined prioritization.
  • the device is further configured to select the counterpart based on the analysis.
  • the method further comprises selecting the counterpart based on the analysis.
  • the selected counterpart may be a person associated with a type of product or service or a category of products or services corresponding to objects selected by the user in the interaction session.
  • the objects may be objects in one or more views presented to the user via one or more web pages of the web site, such as in hypertext markup language (HTML) web pages.
  • HTML hypertext markup language
  • the objects may comprise objects placed in the selection zone and/or objects manipulated by the user for obtaining more information about corresponding products or services.
  • the device is further configured to offer the user to set up the VoIP communication session and being configured to only set up the VoIP communication session if the user accepts.
  • the method further comprises offering the user to set up the VoIP communication session and only setting up the VoIP communication session if the user accepts.
  • the VoIP communication session may be set up from the user to the counterpart or from the counterpart to the user. If being set up from the counterpart to the user, it is additionally possible that the VoIP communication session is set up automatically from the counterpart to the user.
  • the VoIP communication session is only set up if a communication session set up initiation criterion is met.
  • the device when analysing the user activities may in this case analyse if the user activities cause the communication session set up initiation criterion to be met.
  • the method may in this case further comprise analysing if the user activities cause the communication session setup initiation criterion to be met.
  • the VoIP communication session maybe a voice communication session. It is also possible with a video communication session and/or a chat session.
  • the communication device may be an exchange.
  • the VoIP communication session may be set up between a communication terminal of the user and an extension of the exchange, which extension is associated with the counterpart.
  • the counterpart may be a person, such as a person in organization or a company associated with the web site.
  • the counterpart may be a voice-mail box or a robot.
  • the invention according to the above-mentioned aspects has a number of advantages. It simplifies the obtaining of support to a user that explores a web site. This is also easy to implement. It can be provided by only using software.
  • Fig. i schematically shows a user, a web client and a VoIP client of the user and a system with which the user interacts, which system comprises a web server, a VoIP server and a first variation of a user supporting device,
  • Fig. 2 schematically shows a second variation of the user supporting device
  • Fig. 3 schematically shows a number of objects in a selection zone and a number of steps in a transaction scheme
  • Fig. 4 schematically shows method steps in a first embodiment of a method of supporting the user
  • Fig. 5 schematically shows a number of method steps in a second embodiment of the method of supporting the user
  • Fig. 6 shows a computer program product in the form of a CD ROM disc with a computer program for supporting the user allowing a user to navigate in the menu system.
  • the invention is generally directed towards supporting a user that is exploring a web site.
  • Fig. 1 schematically shows a system io for supporting a user 30.
  • a web server 12 providing a web site.
  • a device providing support of a user i.e. a support providing device 14, as well as a Voice-over- IP (VoIP) server 22, where IP is an acronym for Internet Protocol.
  • the VoIP server 22 is connected to a piece of communication equipment or communication device 28, which communication device 28 may be an exchange such as a private branch exchange or some other entity for receiving calls to and placing calls from extensions of the exchange.
  • the communication device 28 may additionally be the communication terminal of a person, such as mobile phone or a computer. It may additionally be a voice mail box associated with a person or an organization providing the web site.
  • the support providing device 14 provides user supporting functionality 15.
  • the user supporting functionality 15 comprises a user behaviour analysing unit 16, an optional time investigating unit 18 and a VoIP communication session control unit 20.
  • the communication device 28 is shown as being a part of the system 10. It should however be realized that it may likewise be provided outside of the system 10.
  • the web and VoIP clients 24 and 26 may be parts of a user terminal of the user 30, such as a mobile phone or a computer, and may additionally be a combined Web and VoIP client.
  • the web and VoIP clients 24 and 26 are used by the user 30 for interacting with the system 10.
  • the web client 24 may with advantage be a web browser.
  • the user 30 may interact with a web site during an interaction session using the Web client 24, where the web site may be provided by the web server 12 as one or more linked Hypertext Markup Language (HTML) pages. Thereby the user 30 may explore the web site, which may involve navigating the web site and making various selections in it, such as selecting objects in one or more views provided by one or more web pages of the web site. It should be realized that other formats than HTML may be used, such as HTML abstraction markup language (HAML).
  • a VoIP communication session may additionally be set up between the user 30 and a counterpart via the VoIP client 26 and the VoIP server 22, such as a VoIP communication session from a terminal of the user to the communication device 28 via the VoIP client 26 and the VoIP server 22.
  • the user 30 may be one party of the VoIP communication session, such as a first party, and the counterpart may be another party of the VoIP communication session, such as a second party.
  • the counterpart may be another party of the VoIP communication session, such as a second party.
  • a first counterpart CPi 32 there are three possible counterparts, a first counterpart CPi 32, a second counterpart CP234 and a third counterpart CP3 36 that can be reached via the communication device 28.
  • a VoIP communication session is set up between the user 30 and one of the counterparts where the VoIP communications session is set up via the VoIP client 26 and the VoIP server 22. How this maybe done will be described in some more detail later on.
  • Fig. 2 shows a second realization of the support providing device 14,
  • the supporting providing device 14 may be realized as a processor PR 38 with a memory M 40 comprising computer instructions CI 42 or computer program code for implementing the user supporting functionality 15.
  • a memory M 40 comprising computer instructions CI 42 or computer program code for implementing the user supporting functionality 15.
  • the memory 40 there may thereby be provided software code or computer instructions CI 42 which when being run by the processor 38 implements the user supporting functionality 15.
  • Fig. 3 shows a view V displayed to the user 30 during such an interaction.
  • objects that can be manipulated in such interactions are shown.
  • the view V is thus provided to the user 30 by the web server 12.
  • the user 30 may select objects on the web site and place them in a selection zone SZ, where a selection zone SZ may be a shopping cart.
  • a selection zone SZ may be a shopping cart.
  • the user 30 has placed a first object 01, a second object O2, a third object O3 and a fourth object O4 in the selection zone SZ.
  • the objects may additionally represent different services or products, which services or products may be of different types in different categories. If the objects represent products, one may represent the type suits in the category clothes.
  • the first object 01 represents a first product Pi of a first type Ti in a first category Ci
  • the second object O2 represents a second product P2 of a first type Ti in a second category C2
  • the third object O3 represents a third product P3 of a second type T2 of the first category Ci
  • the fourth object O4 represents a fourth product P4 of the first type Ti in the first category Ci.
  • objects may additionally or as an alternative represent services of different types and in different categories.
  • the user 30 may additionally be involved in a transaction scheme TS, such as a product purchasing scheme, concerning a transaction regarding the objects placed in the selection zone SZ.
  • the transaction scheme TS has a number of sequential steps. As an example, there is a first step STi, a second step ST2, a third step ST3 and a fourth and final step ST4. In the figure all steps are represented by dashed boxes. In the example given in fig. 3 the user is currently in the third step TS3, which is indicated through the box of the step being thicker than the boxes of the other steps.
  • This button VCB is provided to the user 30 by the VoIP communication session control unit 20.
  • the user 30 may be involved in an interaction session with the web site provided by the web server 12, which session may be a current session for which a VoIP communication session is set up in real-time.
  • the user 30 may thus be interacting with the web server 12, for instance through selecting objects representing products or services to purchase, where as an example the user has selected the first object 01, the second object O2, the third object O3 and the fourth object O4 and placed them in the selection zone SZ.
  • the user 30 may as an example have clicked on the objects and then placed them in the selection zone SZ. It is additionally possible that the user has investigated a product or service further, for instance through clicking on the corresponding object and getting more information about it.
  • the user 30 may additionally remove objects from the selection zone SZ and may also put objects back in the selection zone SZ. Furthermore, the user 30 may be involved in a transaction with regard to the objects or services placed in the selection zone SZ and may thereby be involved with the transaction scheme TS.
  • the transaction scheme TS starts when the user 30 enters the first step ST1. The user 30 may then move sequentially from one step to another. The user may also perform some activity in one or more of the steps.
  • the user reaches the last step ST4 and when he or she leaves this last step ST4, the transaction scheme TS is finalized and the transaction is finished.
  • the products or services represented by the objects in the selection zone SZ have been purchased by the user 30. This may also be the end of the interaction session. In the shown example the user is currently performing activities in the third step ST3.
  • the user behaviour analysing unit 16 of the support providing device 14 analyses the activities of the user on the web site during the interaction session, S100.
  • the analysis may involve investigating the objects that the user 30 has looked at and selected through placing in the selection zone SZ. It may also involve investigating the number of times the user 30 has looked at an object representing a product or service as well as the length of time during which a user has investigated further information about the product or service. If the objects represent types of products in different categories, the analysis may involve investigating the product type and product category. The analysis may furthermore involve investigating menu selections made by the user on the web site. It is also possible that the order in which the user has performed such activities is investigated.
  • the analysis may additionally comprise investigating the transaction scheme TS, such as if the user has entered the scheme and if so at which step in the scheme the user presently is.
  • the user activities may thereby be activities in the group of selecting objects representing products or services, placing objects representing products or services in a selection zone, and performing steps in a transaction scheme. It can thereby be seen that the behaviour of the user on the web site is analysed.
  • the VoIP communication session control unit 20 determines if a communication session could be of interest to the user, S101.
  • the VoIP communication session control unit 20 may thus first determine if a communication session could be of interest to the user. This may be based on the setting of a communication session priority for the user based on the analysis of user activities on the web site. In order to set the priority, the VoIP communication session control unit 20 may investigate the number of objects that have been put in the selection zone SZ. It is possible that the higher the number of objects there are in the selection zone SZ, the higher the priority gets.
  • the products or services represented by the objects may additionally have values. In this case it is possible that the sum of the values of the products or services in the selection zone influences the priority. It is possible that the higher the sum is the higher the priority gets.
  • the step in the transaction scheme TS at which the user is currently located influences the priority. It is possible that the later in the transaction scheme TS the user is, the higher the priority gets, where the highest priority may be obtained when the user is at the fourth step. It is also possible that the priority is determined based on the number of products or services for which further information is investigated and/or the time during which further information has been investigated for such products or services. It is additionally possible that there is a combination of the above-described measures in order to determine the priority.
  • the priority may then be compared with a communication session setup initiation criterion, i.e. a criterion for the initiation of a setup of a communication session.
  • a communication session setup procedure is then only initiated if the communication session setup initiation criterion is met.
  • the priority may for instance have a value and the criterion may be met if this value crosses a corresponding communication session setup initiating threshold.
  • a VoIP communication session is thereby set up between the user 30 and a counterpart in case the user is deemed to be interested in the communication session, S102, which counterpart is associated with the website, such as through being a person of an organization that provides the web site.
  • the same or a different priority may furthermore be used for prioritizing the communication session, which prioritizing maybe a prioritizing of the communication session with regard to other people that are interacting with the web site or the organization associated with the web site. It is possible that the prioritizing is only based on the number and/ or values of objects in the selection zone SZ and/ or the step in the transaction scheme TS at which the user 30 is currently located.
  • the prioritizing may involve setting up a VoIP communication session between the user 30 and a counterpart outside of business hours and/or the setting up of the VoIP communication session before other communication sessions with no or lower priorities than the priority of the VoIP communication session of the user 30.
  • the VoIP communication session control unit 20 may select the counterpart to the user 30 in the VoIP communication session.
  • the VoIP communication session control unit 20 may thus determine the other party of the VoIP communication session. It is possible that the selection is based on the number of objects in the selection zone SZ that represent products or services of a certain type or a certain category. It is also possible that the time a user has looked at further information of an object or has toggled back and forth between the object and the further information is investigated.
  • a person is selected to be a counterpart, which person is associated with the type or the category of products or services corresponding to objects selected by the user in the interaction session where the objects maybe objects in one or more views presented to the user via one or more web pages of the web site.
  • the objects may additionally comprise objects placed in the selection zone and/or objects manipulated by the user for obtaining more information about corresponding products or services.
  • the connection used for the VoIP communication session may be set up from the counterpart to the user 30 or it may be set up from the user 30 to the counterpart.
  • the VoIP communication session control unit 20 may present the option of setting up of a VoIP communication session for the user through presenting the VoIP communication button VCB, which presentation is thus done after the determination that a VoIP communication session could be of interest, and possibly also after having prioritized the VoIP communication session and/or determined the counterpart.
  • the VoIP communication session control unit 20 may thus offer the user 30 to set up the VoIP communication session
  • the VoIP communication session is only set up if the user accepts it. If the user accepts the offer, through clicking on the button VCB, a VoIP communication session is set up from the user terminal to a terminal of the counterpart or from a terminal of the counterpart to the terminal of the user 30, where the setting up of the VoIP communication session is made using the determined prioritization as well as to the selected counterpart.
  • the VoIP communication session may be a voice communication session. It is also possible with a video communication session and/or a chat session.
  • a user 30 that is deemed to be interested in support is offered a prioritized VoIP communication session and/or a VoIP communication session to a selected counterpart.
  • the user is thus proactively offered help based on the activities in the interaction session, which improves the user-friendliness of the interaction between the user and the system.
  • the user does not have to make a number of selections for selecting a desired counterpart and can also avoid waiting in queues.
  • the VoIP communication session is automatically set up from the counterpart to the user.
  • a counterpart may be a voice-mail box or a robot.
  • the web client 24 and/or the web server 12 may collect data about the user activities in the particular interaction session that the user 30 is involved in and may then store the data locally or in an external database. It is also possible that the ‘support providing device 14 performs such data collection.
  • the user behaviour analysing unit 16 of the user supporting functionality 15 may continuously analyse the user behaviour during the interaction session, which in this case involves investigating the user activities on the web site, for instance on a number of linked HTML pages, provided by the web server 12.
  • the investigating here involves investigating objects having been manipulated so far by the user, S104, such as the selection of further information about a product represented by an object, which product the user most recently looked at further information about, the selection and placing of objects in the selection zone SZ as well as the values of the investigated products both investigated and placed in the selection zone SZ.
  • S104 the selection of further information about a product represented by an object, which product the user most recently looked at further information about
  • the selection and placing of objects in the selection zone SZ as well as the values of the investigated products both investigated and placed in the selection zone SZ.
  • the user behaviour analysing unit 16 also investigates the transaction scheme TS, S106, through determining if the user has entered the transaction scheme TS and if so at which step he or she currently is.
  • the time investigating unit 18 also investigates the time of the interaction session, S108, i.e. how long the interaction session has been going on or the time that the user has spent on the web site in the interaction session.
  • the time investigating unit 18 may also investigate the time spent by the user to look at further information about a product. These activities may be performed through studying the above-mentioned collected data.
  • the VoIP communication session control unit 20 determines if a VoIP communication session could be of interest to the user, S109.
  • the VoIP communication session control unit 20 thus determines if a communication session could be of interest to the user based on the analysis of user activities on the web site. This may again be based on the setting of a communication session priority for the user, which may be based on the previous investigations, i.e. based on the number of objects that have been manipulated, the number of times an object has been manipulated and the time length of the manipulation, the number of objects that have been put in the selection zone and the value of the corresponding products.
  • the determining of the priority may also or instead be based on the step in the transaction scheme TS at which the user is currently located. It is thus possible that a combination of position in the transaction scheme and objects in the selection zone or only position in the transactions scheme is used to determine priority instead of the objects in the selection zone.
  • the priority based on the position in the transaction scheme is an example of a “close to checkout’ ’-based priority setting, so an estimated high chance that the user 30 will exit the transaction scheme TS will result in a high priority.
  • the priority may then be compared with a communication session initiation setup criterion. It is again possible that the priority has a value and the criterion is met if this value crosses a corresponding communication session setup initiating threshold.
  • the user behaviour analysing unit 16 continues investigating the objects having been manipulated so far by the user, S104, and the product purchasing scheme, S106, and the time investigating unit 18 continues investigating the time of the interaction session, S108.
  • the VoIP communication session control unit 20 initiates a communication session setup procedure.
  • the VoIP communication session control unit 20 determines the prioritization of the VoIP communication session, S112, which may be based on the previously determined priority value. If the communication device 28 is a call centre, this may involve prioritizing the VoIP communication session that is to be set up for the user 30 compared with other communication sessions to the call centre. The VoIP communication session may thereby get precedence over other pending or ongoing sessions. The prioritization may also or instead ensure that a VoIP communication session is initiated after office hours, where otherwise support would normally not be possible. The prioritization can thus also mean that the VoIP communication session is set up to a certain VoIP destination, for example to a support agent instead of to a mailbox at out of office hours.
  • the communication session setup procedure also comprises the VoIP communication session control unit 20 selecting a counterpart, S114, which may be based on the analysis of the object manipulations, such as if the user has investigated one or more products for a long time, which product is the most recently investigated or through investigating the objects placed in the selection zone SZ and the order in which the user has performed such activities.
  • the first counterpart 32 is an expert on the first product category Cl
  • the second counterpart 34 is an expert on the first product type Ti of the first product category Ci
  • the third counterpart 36 is an expert on the second product category C2.
  • the first counterpart 32 may be selected if the user is deemed to be generally interested in the first product category Ci. This may be the case for instance because the vast majority of the objects in the selection zone SZ are in this category.
  • the second counterpart 34 is selected if the user 30 is deemed to be interest in the first product type Ti of the first product category Ci. This may be the case since half the objects in the selection zone are of this type. If on the other hand the user 30 has investigated the products represented by the objects Oi, O2, O3 and O4 during a first time interval, then placed these objects in the selection zone SZ and thereafter investigated products of the second categoiy C2 during a second time interval that is as long as or longer than the first time interval, but not put objects corresponding to these later investigated products in the selection zone SZ, then it is possible that the third counterpart 36 is selected instead, because the user seems to need support regarding the second category C2.
  • the VoIP communication session control unit 20 may apply skill-based routing, so that the session is made between the user and an an agent who is regarded best qualified to respond to the user’s needs (web visitor’s need).
  • product-based routing may be employed, so that the VoIP communication session is set up between the user and an agent who is best qualified to respond to questions about the products in focus for the user on the interaction session.
  • the connection used for the VoIP communication session may be set up from the user 30 to the selected counterpart or vice versa.
  • the VoIP communication session control unit 20 offers the user to set up a VoIP connection between the user 30 and the determined or selected counterpart, S116. This may be done through presenting the VoIP connection button VCB to the user 30, which maybe done through providing data about the button VCB to the Web client 24 either directly or via the VoIP client 26, whereupon the web client 24 presents the button VCB.
  • the presentation is thus done after the determination that a communication session could be of interest and after having prioritized the VoIP communication session and after having selected the counterpart. It is possible that the user is also presented with the identity of the determined counterpart and/or the role of the counterpart within the organization.
  • the VoIP communication session control unit 20 sets up a VoIP communication session between the user terminal and the communication device 28, and more particularly between the user and the selected counterpart, such as the first or the second counterpart 32 and 34, using the determined priority, S118.
  • the VoIP communication session may be set up from the user to the selected counterpart or from the selected counterpart to the user.
  • the VoIP server 22 may in this case distribute the VoIP communication session to the selected counterpart.
  • the prioritizing may involve prioritizing the VoIP communication session over other communication sessions. It may also or instead ensure that a VoIP communication session is initiated after office hours, where otherwise support is not possible.
  • the VoIP communication session being set up this way may be a voice or a video communication session. It may additionally or instead be a chat session between the user and the counterpart.
  • the analysis can also be based on other factors such as the landing page (or start page) of the user (the page that the user first saw when coming to the web site), the geographical position of the user, if the user is a recurring visitor, and if so, the web history of the earlier visits and if the user is anonymous or identified (signed in user at the particular web site).
  • the landing page (or start page) of the user the page that the user first saw when coming to the web site
  • the geographical position of the user if the user is a recurring visitor, and if so, the web history of the earlier visits and if the user is anonymous or identified (signed in user at the particular web site).
  • the historical user data can in this case include information from earlier VoIP communication sessions and/or earlier support sessions of other types.
  • the user supporting functionality 15 was implemented in the support providing device 14 of the system 10.
  • the user supporting functionality 15 was thus separate from the Web server 12 and the VoIP server 22.
  • the user supporting functionality 15 may be a part of either the web server 12 or the VoIP server 22, in which case the web server or the VoIP server maybe considered to be a support providing device.
  • the user supporting functionality 15 may be a part of the web client 24 or the VoIP client 26.
  • the user supporting functionality 15 may additionally be spread out over different nodes, such as the web server 12, the VoIP server 22 and the VoIP client 26.
  • the user supporting functionality 15 is provided as a part of the web client 24 and/ or the VoIP client 26, it may with advantage be combined with the web client and/ or the VoIP client as an “App” being downloaded and installed in the user terminal from a data carrier in the form of a server, for instance provided through services such as App StoreTM or Google PlayTM.
  • the user terminal may be a user supporting device.
  • the VoIP communication session is initiated in the user terminal. It may thus be a VoIP communication session being set up from the user terminal to the terminal of the determined counterpart.
  • the user supporting functionality 15 may, as was described earlier, be provided in the form of a processor with associated program memory including computer program code for its performance.
  • a computer program may also be provided as a part of a computer program product, for instance in the form of a computer readable storage medium or data carrier, like a server, a CD ROM disc or a memory stick, carrying a computer program with the computer program code, which will implement the above-described user supporting functionality 15 when being loaded into a processor.
  • a computer program product in the form of a CD ROM disc 44 with the above-mentioned computer instructions 42 is schematically shown in Fig. 6.

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Abstract

L'invention concerne un dispositif (14), un système (10), un procédé, un programme informatique et un produit-programme informatique pour fournir un support d'un utilisateur (30) explorant un site Web fourni par un serveur Web (12). Le dispositif (14) met en œuvre une fonctionnalité de prise en charge d'utilisateur (15) configurée pour analyser les activités de l'utilisateur (30) sur le site Web pendant une session d'interaction, pour déterminer si une session de communication pourrait être intéressante pour l'utilisateur sur la base de l'analyse et pour paramétrer une session de communication de voix sur IP (VoIP) entre l'utilisateur (30) et une contrepartie (32, 34) associée au site Web dans le cas où l'utilisateur est considéré comme intéressé par le paramétrage d'une session de communication.
PCT/EP2022/079815 2021-10-26 2022-10-25 Paramétrage d'une session de communication voip sur la base d'une interaction utilisateur avec un serveur web WO2023072950A1 (fr)

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SE2151302-3 2021-10-26
SE2151302A SE2151302A1 (en) 2021-10-26 2021-10-26 SETTING-UP A VoIP COMMUNICATION SESSION BASED ON USER INTERACTION WITH A WEB SERVER

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WO2016137903A1 (fr) * 2015-02-23 2016-09-01 Genesys Telecommunications Laboratories, Inc. Système et procédé d'offre de connaissances proactives
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US20120296682A1 (en) * 2011-05-17 2012-11-22 Amit Kumar Real time e-commerce user interface for monitoring and interacting with consumers
US20130046571A1 (en) * 2011-08-18 2013-02-21 Teletech Holdings, Inc. Method for proactively predicting subject matter and skill set needed of support services
US20130282430A1 (en) * 2012-04-20 2013-10-24 24/7 Customer, Inc. Method and apparatus for an intuitive customer experience
US20140222503A1 (en) * 2013-02-07 2014-08-07 24/7 Customer, Inc. Dynamic prediction of online shopper's intent using a combination of prediction models
US20170287039A1 (en) * 2014-11-18 2017-10-05 Zoho Corporation Private Limited Methods and systems for grouping and prioritization of customers for live support
WO2016137903A1 (fr) * 2015-02-23 2016-09-01 Genesys Telecommunications Laboratories, Inc. Système et procédé d'offre de connaissances proactives

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