Systems and methods for client-side contextual engagement
Disclosed is a new approach for client-side contextual engagement with a website visitor. A browser loads a page containing a reference to a script file implementing a visitor client. The visitor client may store visitor client data including site rules and a visitor profile locally on the client device. The visitor client may include a context monitor for calling the decision engine, a decision engine for evaluating the site rules relative to a context defined at least partially by events occurring on the page and the visitor profile, and a widget manager for managing visitor client data persisted on the client device. The content monitor may call the decision engine when the context changes. The decision engine may determine, in real time and relative to the context, that proactive or reactive engagement(s) may be appropriate and call the widget manager to launch and display corresponding engagement channel(s) on the page.
1. A method for client-side contextual engagement, the method comprising:
monitoring, by a visitor client on a user device, a web page for any changes to a context of a website visitor viewing the web page on the user device, the visitor client storing visitor client data including site rules and visitor profile data locally on the user device, the visitor client having a context monitor, a decision engine, and a widget manager, wherein the context monitor is configured for calling the decision engine, wherein the decision engine is configured for evaluating the site rules relative to the context, wherein the widget manager is configured for managing the visitor client data stored on the user device, the web page having a reference to a script file at a network address, the script file retrieved from the network address to implement the visitor client, the visitor client automatically loaded on the web page and run within a browser window by a browser on the user device without requiring an installation of a browser extension or plug-in, the context defined by at least one of a document object model event, the visitor profile data associated with the website visitor, web page metadata for the web page, device details about the user device, or location information derived from a browser request;
detecting, by the visitor client on the user device, a first change to the context of the website visitor viewing the web page on the user device;
responsive to the detecting of the first change to the context of the website visitor viewing the web page on the user device, executing the site rules by the visitor client on the user device without calling a server, making customer engagement decisions by the visitor client on the user device without a need to make a customer engagement decision on server side, and determining and displaying, by the visitor client on the user device without contacting a server, engagement channels in a visitor client interface overlaying the web page;
retrieving, by the visitor client on the user device, an article from a knowledge base server, the article relevant to the context of the website visitor viewing the web page on the user device, relevant to the first change, or relevant to known information about the website visitor from the visitor profile data associated with the website visitor; and
proactively delivering, by the visitor client on the user device through a first engagement channel of the engagement channels associated with the visitor client user interface on the web page, the article from the knowledge base server to the website visitor viewing the web page on the user device without user intervention.
2. The method according to claim 1 , wherein the detecting comprises detecting a pointing device hovering over or touching a specified location within the web page.
3. The method according to claim 2 , wherein the specified location within the web page comprises a data point that is tracked by the visitor client on the user device.
4. The method according to claim 1 , wherein the visitor profile data associated with the website visitor comprises historical details, the historical details comprising information on knowledgebase articles viewed by the website visitor.
5. The method according to claim 1 , further comprising:
launching an engagement widget, the engagement widget associated with the knowledge base server and the first engagement channel.
6. The method according to claim 1 , wherein different types of user actions on the web page by the website visitor trigger different real time reactions or one or more proactive actions by the visitor client.
7. The method according to claim 6 , wherein the one or more proactive actions by the visitor client comprise providing a proactive chat channel.
8. A system for client-side contextual engagement, the system comprising:
a processor;
a non-transitory computer-readable memory; and
stored instructions translatable by the processor to perform:
monitoring, by a visitor client on a user device, a web page on the user device for any changes to a context of a website visitor viewing the web page on the user device, the visitor client storing visitor client data including site rules and visitor profile data locally on the user device, the visitor client having a context monitor, a decision engine, and a widget manager, wherein the context monitor is configured for calling the decision engine, wherein the decision engine is configured for evaluating the site rules relative to the context, wherein the widget manager is configured for managing the visitor client data stored on the user device, the web page having a reference to a script file at a network address, the script file retrieved from the network address to implement the visitor client, the visitor client automatically loaded on the web page and run within a browser window by a browser on the user device without requiring an installation of a browser extension or plug-in, the context defined by at least one of a document object model event, the visitor profile data associated with the website visitor, web page metadata for the web page, device details about the user device, or location information derived from a browser request;
detecting a first change to the context of the website visitor viewing the web page on the user device;
responsive to the detecting of the first change to the context of the website visitor viewing the web page on the user device, executing the site rules by the visitor client on the user device without calling a server, making customer engagement decisions by the visitor client on the user device without a need to make a customer engagement decision on server side, and determining and displaying, by the visitor client on the user device without contacting a server, engagement channels in a visitor client interface overlaying the web page;
retrieving an article from a knowledge base server, the article relevant to the context of the website visitor viewing the web page on the user device, relevant to the first change, or relevant to known information about the website visitor from the visitor profile data associated with the website visitor; and
proactively delivering, through a first engagement channel of the engagement channels associated with the visitor client user interface on the web page, the article from the knowledge base server to the website visitor viewing the web page on the user device without user intervention.
9. The system of claim 8 , wherein the detecting comprises detecting a pointing device hovering over or touching a specified location within the web page.
10. The system of claim 9 , wherein the specified location within the web page comprises a data point that is tracked by the visitor client on the user device.
11. The system of claim 8 , wherein the visitor profile data associated with the website visitor comprises historical details, the historical details comprising information on knowledgebase articles viewed by the website visitor.
12. The system of claim 8 , wherein the stored instructions are further translatable by the processor for:
launching an engagement widget, the engagement widget associated with the knowledge base server and the first engagement channel.
13. The system of claim 8 , wherein different types of user actions on the web page by the website visitor trigger different real time reactions or one or more proactive actions by the visitor client.
14. The system of claim 13 , wherein the one or more proactive actions by the visitor client comprise providing a proactive chat channel.
15. A computer program product for client-side contextual engagement, the computer program product comprising a non-transitory computer-readable memory storing instructions translatable by a processor of a user device to perform:
monitoring, by a visitor client on the user device, a web page on the user device for any changes to a context of a website visitor viewing the web page on the user device, the visitor client storing visitor client data including site rules and visitor profile data locally on the user device, the visitor client having a context monitor, a decision engine, and a widget manager, wherein the context monitor is configured for calling the decision engine, wherein the decision engine is configured for evaluating the site rules relative to the context, wherein the widget manager is configured for managing the visitor client data stored on the user device, the web page having a reference to a script file at a network address, the script file retrieved from the network address to implement the visitor client, the visitor client automatically loaded on the web page and run within a browser window by a browser on the user device without requiring an installation of a browser extension or plug-in, the context defined by at least one of a document object model event, the visitor profile data associated with the website visitor, web page metadata for the web page, device details about the user device, or location information derived from a browser request;
detecting a first change to the context of the website visitor viewing the web page on the user device;
responsive to the detecting of the first change to the context of the website visitor viewing the web page on the user device, executing the site rules by the visitor client on the user device without calling a server, making customer engagement decisions by the visitor client on the user device without a need to make customer engagement decision on server side, and determining and displaying, by the visitor client on the user device without contacting a server, engagement channels in a visitor client interface overlaying the web page;
retrieving an article from a knowledge base server, the article relevant to the context of the website visitor viewing the web page on the user device, relevant to the first change, or relevant to known information about the website visitor from the visitor profile data associated with the website visitor; and
proactively delivering, through a first engagement channel of the engagement channels associated with the visitor client user interface on the web page, the article from the knowledge base server to the website visitor viewing the web page on the user device without user intervention.
16. The computer program product of claim 15 , wherein the detecting comprises detecting a pointing device hovering over or touching a specified location within the web page.
17. The computer program product of claim 16 , wherein the specified location within the web page comprises a data point that is tracked by the visitor client on the user device.
18. The computer program product of claim 15 , wherein the visitor profile data associated with the website visitor comprises historical details, the historical details comprising information on knowledgebase articles viewed by the website visitor.
19. The computer program product of claim 15 , wherein the instructions are further translatable by the processor for:
launching an engagement widget, the engagement widget associated with the knowledge base server and the first engagement channel.
20. The computer program product of claim 15 , wherein different types of user actions on the web page by the website visitor trigger different real time reactions or one or more proactive actions by the visitor client.