公开(公告)号：US20180095612A1

公开(公告)日：2018-04-05

申请号：US15480474

申请日：2017-04-06

Applicant: salesforce.com, inc.

Inventor： Adrian Dieter RAPP ,  Xin WANG ,  Peter Francis WHITE ,  Sheila Bernadette CHRISTIAN

IPC: G06F3/0482 ,  G06F3/0481

CPC classification number: G06F3/04817

Abstract: A non-transitory tangible computer readable medium containing instructions configured to cause one or more processors to execute a process. The process comprises monitoring user input, preferences, and navigation patterns of a website or computer application on a user computer device, such as a computer, phone, or tablet. Administrator-defined rules are applied to the user input, preferences, or navigation patterns to generate a suggestion for a customer service application, such as a self-service FAQ page, video chat assistance, live chat assistance, or a case ticket system. The customer service application suggestion is displayed on the user computer device and may be transferred to a different device.