System and method for performing follow up based on user interactions
View Patent ↗A system and method for follow up management comprising determining if a user has an unexpired repository record, extracting information from the repository record associated with the user; and acting on instructions stored in the repository record. The method is practiced on a system for managing online interaction comprising a business rules engine a follow up repository, and a follow up engine.
1. A computer-implemented method, comprising:
receiving a cookie relating to a visitor of a website, wherein the cookie includes information indicating whether one or more repository records exist;
determining, on a computing device, if a repository record exists based on the information stored in the cookie, the repository record including follow-up information describing a follow-up action to take based on an activity of the visitor during a prior visit to the website, wherein information stored in the repository record is different from the information stored in the cookie;
retrieving, on the computing device, the repository record from a database;
extracting, on the computing device, the follow-up information from the repository record;
performing the follow-up action described by the extracted follow-up information in the repository record; and
generating a revised repository record when one or more activities of the visitor are detected on the website, wherein the revised repository record includes new follow-up information, and wherein the revised repository record is stored in the database.
2. The method of claim 1 , further comprising:
determining whether the repository record is expired.
3. The method of claim 2 , further comprising:
extracting an expiration date from the cookie;
determining whether the expiration date is met; and
retrieving the repository record when the expiration date has not been met.
4. The method of claim 2 , further comprising:
extracting an expiration date from the cookie;
determining that the expiration date has not been met;
determining that an expired repository record exists based on the expiration data not being met; and
erasing the expired repository record.
5. The method of claim 1 , wherein the repository record is created during the prior visit to the website.
6. The method of claim 1 , wherein the repository record is created a period of time after the prior visit to the website.
7. The method of claim 1 , wherein the follow-up action includes setting a system variable, setting a display variable, opening a communication channel, or opening an engagement channel.
8. The method of claim 1 , wherein the follow-up action includes providing a chat to the visitor or providing a popup to the visitor.
9. The method of claim 1 , wherein the repository record is stored in the database subject to a deletion characteristic.
10. The method of claim 9 , further comprising:
erasing the repository record based on the deletion characteristic.
11. The method of claim 9 , wherein the deletion characteristic includes a time-based database partition.
12. A system, comprising:
a processor; and
a non-transitory computer-readable storage medium containing instructions configured to cause the processor to perform operations including:
receiving a cookie relating to a visitor of a website, wherein the cookie includes information indicating whether one or more repository records exist;
determining if a repository record exists based on the information stored in the cookie, the repository record including follow-up information describing a follow-up action to take based on an activity of the visitor during a prior visit to the website, wherein information stored in the repository record is different from the information stored in the cookie;
retrieving the repository record from a database;
extracting the follow-up information from the repository record;
performing the follow-up action described by the extracted follow-up information in the repository record; and
generating a revised repository record when one or more activities of the visitor are detected on the website, wherein the revised repository record includes new follow-up information, and wherein the revised repository record is stored in the database.
13. The system of claim 12 , wherein the non-transitory computer-readable storage medium contains further instructions configured to cause the processor to perform operations including:
determining whether the repository record is expired.
14. The system of claim 13 , wherein the non-transitory computer-readable storage medium contains further instructions configured to cause the processor to perform operations including:
extracting an expiration date from the cookie;
determining whether the expiration date is met; and
retrieving the repository record when the expiration date has not been met.
15. The system of claim 13 , wherein the non-transitory computer-readable storage medium contains further instructions configured to cause the processor to perform operations including:
extracting an expiration date from the cookie;
determining that the expiration date has not been met;
determining that an expired repository record exists based on the expiration data not being met; and
erasing the expired repository record.
16. The system of claim 12 , wherein the follow-up action includes setting a system variable, setting a display variable, opening a communication channel, or opening an engagement channel.
17. The system of claim 12 , wherein the follow-up action includes providing a chat to the visitor or providing a popup to the visitor.
18. The system of claim 12 , wherein the repository record is stored in the database subject to a deletion characteristic.
19. A computer-program product, tangibly embodied in a non-transitory machine-readable medium, including instructions configured to cause a data processing apparatus to:
receive a cookie relating to a visitor of a website, wherein the cookie includes information indicating whether one or more repository records exist;
determine if a repository record exists based on the information stored in the cookie, the repository record including follow-up information describing a follow-up action to take based on an activity of the visitor during a prior visit to the website, wherein information stored in the repository record is different from the information stored in the cookie;
retrieve the repository record from a database;
extract the follow-up information from the repository record;
perform the follow-up action described by the extracted follow-up information in the repository record; and
generate a revised repository record when one or more activities of the visitor are detected on the website, wherein the revised repository record includes new follow-up information, and wherein the revised repository record is stored in the database.
20. The computer-program product of claim 19 , further including instructions configured to cause the data processing apparatus to:
determine whether the repository record is expired.
21. The computer-program product of claim 20 , further including instructions configured to cause the data processing apparatus to:
extract an expiration date from the cookie;
determine whether the expiration date is met; and
retrieve the repository record when the expiration date has not been met.
22. The computer-program product of claim 20 , further including instructions configured to cause the data processing apparatus to:
extract an expiration date from the cookie;
determine that the expiration date has not been met;
determine that an expired repository record exists based on the expiration data not being met; and
erase the expired repository record.
23. The computer-program product of claim 19 , wherein the follow-up action includes setting a system variable, setting a display variable, opening a communication channel, or opening an engagement channel.
24. The computer-program product of claim 19 , wherein the follow-up action includes providing a chat to the visitor or providing a popup to the visitor.
25. The computer-program product of claim 19 , wherein the repository record is stored in the database subject to a deletion characteristic.