System and method for tracking web interactions with real time analytics

USRE47896E1 · kind E1 · reissue

Assignee

• NICE LTD. · IL

Inventors

• Hadas Liberman Ben-Ami · Even Yehuda, IL
• Leon Portman · Rishon LeZion, IL
• Yuval Marco · Even Yehuda, IL
• Yosef Golan · Ashkelon, IL
• Shlomi Haba · Petah Tikva, IL
• Iftach Smith · Hod HaSharon, IL
• Yizhar Ronen · Hod HaSharon, IL
• Yohay Etsion · Nes Ziona, IL
• Igor Cher · Rehovot, IL
• Naama Damti · Jerusalem, IL
• Assaf Frenkel · Ramat HaSharon, IL
• Uzi Baruch · 'Anata, IL

Key dates

• Filing date: Jul 30, 2018
• Grant date: Mar 3, 2020
• Expiry date: Jul 30, 2038

Classification

• Technology area (CPC —): General

Abstract

A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.