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.

Claims

1. A computer-implemented method comprising: displaying, in response to a selection of a particular type of visitor activity, a set of content rules from a database that are associated with the particular type of visitor activity, wherein the set of content rules correspond to a plurality of actions related to presenting a real-time interactive element to a visitor to a webpage that facilitates a messaging communication with an agent device of an agent having a particular skill specified by the webpage; receiving a selection of a particular content rule from among the set of content rules corresponding to the particular type of visitor activity; receiving input corresponding to the selection of a particular content rule associated with the particular type of visitor activity, wherein the input includes an updated priority for the particular content rule and a customization to the particular content rule to obtain a modified content rule, and wherein the customization includes an update to the real-time interactive element; providing the webpage, wherein the webpage is provided in response to a request associated with a visitor device, and wherein the webpage includes a frame having one or more content cells; tracking visitor activity on the webpage in real time as a particular visitor device of a particular visitor interacts with the webpage to determine that the particular visitor has performed the particular type of visitor activity; dynamically changing a particular content cell in the frame on the webpage when a condition associated with the modified content rule is identified as satisfied by the particular type of visitor activity, wherein the particular content cell is dynamically changed based on an action specified by the modified content rule and the updated priority associated with the modified content rule, and wherein the action includes displaying the updated real-time interactive element in the particular content cell; receiving visitor input corresponding to selection of the updated real-time interactive element; and facilitating the messaging communication between the agent device and the particular visitor device, wherein the agent device corresponds to an agent available to participate in the messaging communication and having the particular skill specified by the webpage.

2. The computer-implemented method of claim 1, wherein the tracked visitor activity includes one or more selections made within the webpage by the particular visitor device.

3. The computer-implemented method of claim 1, wherein the tracked visitor activity includes an amount of time spent browsing the webpage.

4. The computer-implemented method of claim 1, wherein the one or more content cells of the webpage are populated based at least in part on historical activity by the visitor device.

5. The computer-implemented method of claim 1, wherein the particular content cell is changed dynamically in real time.

6. The computer-implemented method of claim 1, wherein each of the content rules of the set of content rules is assigned a priority within a priority order.

7. The computer-implemented method of claim 6, wherein the action is performed based on the priority within the priority order associated with the modified content rule.

8. The computer-implemented method of claim 1, wherein displaying the updated real-time interactive element includes using a pointer to retrieve associated content stored in a database.

9. The computer-implemented method of claim 1, wherein displaying the updated real-time interactive element includes embedding code in a location of the particular content cell within the webpage.

10. The computer-implemented method of claim 9, wherein the input further defines a customized template as including the embedded code; and further comprising: storing the customized template in a content library.

11. The computer-implemented method of claim 1, wherein the action further includes setting a value of a variable, and wherein the particular content cell is changed based on the value of the variable.

12. The computer-implemented method of claim 1, wherein the action further includes segmenting the visitor device into a group, and wherein the particular content cell is changed based on the group.

13. The computer-implemented method of claim 12, wherein segmenting the visitor device is based on a type of event indicated by the tracked visitor activity.

14. The computer-implemented method of claim 12, wherein segmenting the visitor device is based on a type of visitor associated with the visitor device.

15. The computer-implemented method of claim 1, wherein the modified content rule is further associated with different content based on a type of channel.

16. The computer-implemented method of claim 15, wherein the different content is associated with a chat channel.

17. The computer-implemented method of claim 15, further comprising storing the modified content rule in association with a specified pattern.

18. The computer-implemented method of claim 15, wherein the modified content rule is associated with an overlay that floats over the webpage.

19. A system comprising: a database that stores one or more content rules, each content rule specifying a condition corresponding to a type of visitor activity and an associated action; and a server that: displays, in response to a selection of a particular type of visitor activity, a set of content rules from the database that are associated with the particular type of visitor activity, wherein the set of content rules correspond to a plurality of actions related to presenting a real-time interactive element to a visitor to a webpage that facilitates a messaging communication with an agent device of an agent having a particular skill specified by the webpage; receives a selection of a particular content rule from among the set of content rules corresponding to the particular type of visitor activity; receives input corresponding to the selection of a particular content rule associated with the particular type of visitor activity, wherein the input includes an updated priority for the particular content rule and a customization to the particular content rule to obtain a modified content rule, and wherein the customization includes an update to the real-time interactive element; provides the webpage, wherein the webpage is provided in response to a request associated with a visitor device, and wherein the webpage includes a frame having one or more content cells; tracks visitor activity on the webpage in real time as a particular visitor device of a particular visitor interacts with the webpage to determine that the particular visitor has performed the particular type of visitor activity; dynamically changes a particular content cell in the frame on the webpage when a condition associated with the modified content rule is identified as satisfied by the particular type of visitor activity performed by a particular visitor to the webpage, wherein the particular content cell is dynamically changed based on an action specified by the modified content rule and the updated priority associated with the modified content rule, and wherein the action includes displaying the updated real-time interactive element in the particular content cell; receives visitor input corresponding to selection of the updated real-time interactive element; and facilitates the messaging communication between the agent device and the particular visitor device, wherein the agent device corresponds to an agent available to participate in the messaging communication and having a particular skill specified by the webpage.

20. A non-transitory, computer-readable storage medium, having embodied thereon a program executable by a processor to perform a method comprising: displaying, in response to a selection of a particular type of visitor activity, a set of content rules from a database that are associated with the particular type of visitor activity, wherein the set of content rules correspond to a plurality of actions related to presenting a real-time interactive element to a visitor to a webpage that facilitates a messaging communication with an agent device of an agent having a particular skill specified by the webpage; receiving a selection of a particular content rule from among the set of content rules corresponding to the particular type of visitor activity; receiving input corresponding to the selection of a particular content rule associated with the particular type of visitor activity, wherein the input includes an updated priority for the particular content rule and a customization to the particular content rule to obtain a modified content rule, and wherein the customization includes an update to the real-time interactive element; providing the webpage, wherein the webpage is provided in response to a request associated with a visitor device, and wherein the webpage includes a frame having one or more content cells; tracking visitor activity on the webpage in real time as a particular visitor device of a particular visitor interacts with the webpage to determine that the particular visitor has performed the particular type of visitor activity; dynamically changing a particular content cell in the frame on the webpage when a condition associated with the modified content rule is identified as satisfied by the particular type of visitor activity performed by a particular visitor to the webpage, wherein the particular content cell is dynamically changed based on an action specified by the modified content rule and the updated priority associated with the modified content rule, and wherein the action includes displaying the updated real-time interactive element in the particular content cell; receiving visitor input corresponding to selection of the updated real-time interactive element; and facilitating the messaging communication between the agent device and the particular visitor device, wherein the agent device corresponds to an agent available to participate in the messaging communication and having a particular skill specified by the webpage.

21. The system of claim 19, wherein the tracked visitor activity includes one or more selections made within the webpage by the particular visitor device.

22. The system of claim 19, wherein the tracked visitor activity includes an amount of time spent browsing the webpage.

23. The system of claim 19, wherein the one or more content cells of the webpage are populated based at least in part on historical activity by the visitor device.

24. The system of claim 19, wherein the particular content cell is changed dynamically in real time.

25. The system of claim 19, wherein each of the content rules of the set of content rules is assigned a priority within a priority order.

26. The system of claim 25, wherein the action is performed based on the priority within the priority order associated with the modified content rule.

27. The system of claim 19, wherein displaying the updated real-time interactive element includes using a pointer to retrieve associated content stored in a database.

28. The system of claim 19, wherein displaying the updated real-time interactive element includes embedding code in a location of the particular content cell within the webpage.

29. The system of claim 28, wherein the input further defines a customized template as including the embedded code; and the server further: stores the customized template in a content library.

30. The system of claim 19, wherein the action further includes setting a value of a variable, and wherein the particular content cell is changed based on the value of the variable.

31. The system of claim 19, wherein the action further includes segmenting the visitor device into a group, and wherein the particular content cell is changed based on the group.

32. The system of claim 31, wherein segmenting the visitor device is based on a type of event indicated by the tracked visitor activity.

33. The system of claim 31, wherein segmenting the visitor device is based on a type of visitor associated with the visitor device.

34. The system of claim 19, wherein the content rule is further associated with different content based on a type of channel.

35. The system of claim 34, wherein the different content is associated with a chat channel.

36. The system of claim 34, wherein the server further stores the modified content rule in association with a specified pattern.

37. The system of claim 34, wherein the modified content rule is associated with an overlay that floats over the webpage.

38. The non-transitory, computer-readable storage medium of claim 20, wherein the tracked visitor activity includes one or more selections made within the webpage by the particular visitor device.

39. The non-transitory, computer-readable storage medium of claim 20, wherein the tracked visitor activity includes an amount of time spent browsing the webpage.

40. The non-transitory, computer-readable storage medium of claim 20, wherein the one or more content cells of the webpage are populated based at least in part on historical activity by the visitor device.

41. The non-transitory, computer-readable storage medium of claim 20, wherein the particular content cell is changed dynamically in real time.

42. The non-transitory, computer-readable storage medium of claim 20, wherein each of the content rules of the set of content rules is assigned a priority within a priority order.

43. The non-transitory, computer-readable storage medium of claim 42, wherein the action is performed based on the priority within the priority order associated with the modified content rule.

44. The non-transitory, computer-readable storage medium of claim 20, wherein the updated real-time interactive element includes using a pointer to retrieve associated content stored in a database.

45. The non-transitory, computer-readable storage medium of claim 20, wherein displaying the updated real-time interactive element includes embedding code in a location of the particular content cell within the webpage.

46. The non-transitory, computer-readable storage medium of claim 45, wherein the input further defines a customized template as including the embedded code; and further comprising: storing the customized template in a content library.

47. The non-transitory, computer-readable storage medium of claim 20, wherein the action further includes setting a value of a variable, and wherein the particular content cell is changed based on the value of the variable.

48. The non-transitory, computer-readable storage medium of claim 20, wherein the action further includes segmenting the visitor device into a group, and wherein the particular content cell is changed based on the group.

49. The non-transitory, computer-readable storage medium of claim 48, wherein segmenting the visitor device is based on a type of event indicated by the tracked visitor activity.

50. The non-transitory, computer-readable storage medium of claim 48, wherein segmenting the visitor device is based on a type of visitor associated with the visitor device.

51. The non-transitory, computer-readable storage medium of claim 20, wherein the modified content rule is further associated with different content based on a type of channel.

52. The non-transitory, computer-readable storage medium of claim 51, wherein the different content is associated with a chat channel.

53. The non-transitory, computer-readable storage medium of claim 51, further comprising storing the modified content rule in association with a specified pattern.

54. The non-transitory, computer-readable storage medium of claim 51, wherein the modified content rule is associated with an overlay that floats over the webpage.

Description

BRIEF DESCRIPTION OF THE DRAWINGS

(1) FIG. 1 System according to the present invention;

(2) FIG. 2 is a flowchart of the method of user interaction according to the present invention;

(3) FIGS. 3A-3H represent screen shots of a typical user interaction on a web site; and

(4) FIGS. 4A-4E represent typical screens for creating rules and SmartBar cell content.

DETAILED DESCRIPTION OF THE INVENTION

(5) 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™ 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.

(6) There are at least three configurations for SmartBar™ system. In the first embodiment, the web site content and the SmartBar™ system are housed on a single server or linked servers. The user requests a web page containing SmartBar™ content and the web page and SmartBar™ content is provided by a single server. In the second embodiment, a first web server retrieves SmartBar™ 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™ content from a server. The SmartBar™ content has scripts that retrieve content from a SmartBar™ server.

(7) 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™ tool. In another embodiment, the business rules engine and the SmartBar™ tool are separate modules.

(8) The areas 21, the SmartBar™ 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™ 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™ cell 21 is the SmartBar™ Template. The user can define SmartBar™ templates in the Content Library. The template may contain any web-page code (e.g. HTML, DHTML, or ASP).

(9) 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™ cells 21. (Step 110). The content of the SmartBar™ 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™ cells 21.

(10) 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).

(11) 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.

(12) 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.

(13) 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™ and SmartBar™ cell content. The management of the page is done using a template. The template for a SmartBar™ is preferably stored in a content library, not on a web page.

(14) 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.

(15) 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

(16) 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.

(17) 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.

(18) 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.

(19) 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

(20) 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™ cells 21A and 21B are on the right side of the page 100 in a SmartBar™ frame. As shown, the SmartBar™ 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™ frame. Other elements such as headings 22, links, images and the like can be added using SmartBar™ cells. While the SmartBar™ cells are shown together on a background. In one embodiment, they are space apart from one another. In another embodiment, the SmartBar™ cells blend into the page as uniform elements. The SmartBar™ cells as shown provide a user with means to initiate help via online chat or investigate specials. In a preferred embodiment, the SmartBar™ 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™ cell 21B, the web page shown in FIG. 3B is generated.

(21) As show in FIG. 3B, web page 102 includes Smart8ar™ cells 21A, 121, and SmartBar™ 221. SmartBar™ 121 is an example of a single-cell Smart8ar™. A web designer or marketer may include cell 21A on every web page for this site because it is a help button. SmartBar™ cells 221 and 121 are generated based on business rules and user activity. For example, SmartBar™ 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.

(22) If the user selects the camera designated in SmartBar™ cell 121 the user is brought to a webpage 104 depicted in FIG. 3C. As shown in FIG. 3C only SmartBar™ cell 21A is present. Depending on the web design other SmartBar™ 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™ cells. As shown in FIG. 3D, other sales and marketing SmartBar™ 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.

(23) When the user selects the SmartBar™ cell 21C designating the free shipping a new screen is generated as shown in FIG. 3E. Here, the SmartBar™ 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™ 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™ 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™ cell 21D any offer can be implemented or information presented using SmartBar™ cells.

(24) 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.

(25) In the preferred embodiment, the SmartBar™ 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.

(26) TABLE-US-00003 Sample SmartBar ™ <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>

(27) In another embodiment, the code for rendering the SmartBar™ 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™ 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.

(28) 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 −> <!- •••••• Begin LivePerson SmartBar(TM) Code ••••• −> <div id=“IpMEguide”> <script type=“text/javascript” language=“JavaScript”>document.getEiementById(“IpMEguide”).style.display = ‘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 ***** −>

(29) SmartBar™ 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.

(30) FIG. 4A depicts one embodiment of the content library used to generate SmartBar™ cell content. The user can select from clickable images, links, pop-ups, and SmartBar™ 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.

(31) 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.

(32) 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™.

(33) FIG. 4D shows various rule types that will trigger a SmartBar™ 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.

(34) In one embodiment, rules can be organized under campaigns (FIG. 4E). Campaigns can be setup for a specific period of time.

(35) 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™ templates are generated to support the campaigns. Further, because the generation of the SmartBar™ 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.

(36) 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.

(37) 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.

(38) 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.

(39) 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.

(40) 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.

(41) 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.

(42) 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.

(43) 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.

(44) 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.

(45) 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.”

(46) 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.

(47) 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.

(48) 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.

(49) 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.

(50) 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.