Method and apparatus to increase personalization and enhance chat experiences on the internet

Abstract

Non-transitory computer-readable media and method for conducting an Internet chat session between an associate device and a client device are disclosed. A chat is enabled between the associate device and the client device in accordance with at least one chat persona. The associate device is instructed to display a plurality of response recommendations wherein the plurality of response recommendations is developed iteratively in response to messages received from the client device, in accordance with the at least one chat persona, and using machine learning of prior chat logs.

What is claimed is: 
     
         1 . A non-transitory computer-readable medium having programming stored therein which, when executed, undertakes the following steps for conducting an Internet chat session between an associate device and a client device, comprising:
 enabling a chat between the associate device and the client device in accordance with at least one chat persona; and   instructing the associate device to display a plurality of response recommendations wherein the plurality of response recommendations is developed iteratively in response to messages received from the client device, in accordance with the at least one chat persona, and using machine learning of prior chat logs.   
     
     
         2 . The non-transitory computer-readable medium of  claim 1 , having programming stored therein to control an instant messaging client on the associate device. 
     
     
         3 . The non-transitory computer-readable medium of  claim 1 , having programming stored therein to implement a personalization engine comprising at least two of: (i) layout of the persona description, (ii) text of the persona description, (iii) sales and/or communications strategies employed by the persona, (iv) language used during the chat, (v) recommendations made during the chat, and (vi) changes to the website, wherein the (iv) language includes at least two of: (iva) choice of vocabulary, (ivb) sentence structure, (ivc) use of particular phrases, (ivd) type of framing used in sentences, (ive) order of presentation of information, (ivf) information conveyed, and (ivg) questions used during the chat. 
     
     
         4 . The non-transitory computer-readable medium of  claim 3 , having programming stored therein responsive to the personalization engine to provide an augmented dashboard display on the associate device corresponding to a user of the client device. 
     
     
         5 . The non-transitory computer-readable medium of  claim 3 , wherein the at least one chat persona comprises a computerized chatbot having a personality, skills, and point of view corresponding to a human persona and wherein the computerized chatbot develops responses responsive to the personalization engine. 
     
     
         6 . The non-transitory computer-readable medium of  claim 3 , further including programming responsive to the personalization engine for instructing the client device to display a plurality of chat personas. 
     
     
         7 . The non-transitory computer-readable medium of  claim 1 , having programming stored therein to instruct the client device to store at least one cookie in a database memory, wherein the cookie is associated with an instruction to alter on a display of the client device a layout of a menu of a plurality of chat personas. 
     
     
         8 . The non-transitory computer-readable medium of  claim 1 , having programming stored therein to instruct the client device to display a menu of indicated actions, the menu having text corresponding to prior server system traffic and behavior. 
     
     
         9 . The non-transitory computer-readable medium of  claim 1 , having programming stored therein to cause the client device to store a visitor-identifier that corresponds to an anonymous visitor. 
     
     
         10 . The non-transitory computer-readable medium of  claim 1 , further including programming for receiving from the client device a selection of a chat persona from a plurality of chat personas. 
     
     
         11 . A non-transitory computer-readable medium having programming stored therein which, when executed, undertakes the following steps for conducting an Internet chat session, comprising:
 instructing a client device to display a plurality of chat personas;   receiving a selection of a chat persona from the plurality of chat personas and a chat request from the client device;   enabling communication by instant messaging between an associate device and the client device; and   instructing the associate device to display a plurality of response recommendations wherein the plurality of response recommendations is developed iteratively in response to messages received from the client device, in accordance with the at least one chat persona, and using machine learning of prior chat logs.   
     
     
         12 . A method of undertaking an Internet chat session between an associate device and a client device, the method comprising the steps of:
 enabling a chat between the associate device and the client device in accordance with at least one chat persona; and   instructing the associate device to display a plurality of response recommendations wherein the plurality of response recommendations is developed iteratively in response to messages received from the client device, in accordance with the at least one chat persona, and using machine learning of prior chat logs.   
     
     
         13 . The method of  claim 12 , further comprising for the step of controlling an instant messaging client on the associate device. 
     
     
         14 . The method of  claim 12 , further comprising the step of implementing a personalization engine comprising at least two of: (i) layout of the persona description, (ii) text of the persona description, (iii) sales and/or communications strategies employed by the persona, (iv) language used during the chat, (v) recommendations made during the chat, and (vi) changes to the website, wherein the (iv) language includes at least two of: (iva) choice of vocabulary, (ivb) sentence structure, (ivc) use of particular phrases, (ivd) type of framing used in sentences, (ive) order of presentation of information, (ivf) information conveyed, and (ivg) questions used during the chat, 
     
     
         15 . The method of  claim 14 , further comprising the step of providing an augmented dashboard display on the associate device corresponding to a user of the client device responsive to the personalization engine. 
     
     
         16 . The method of  claim 15 , wherein the at least one chat persona comprises a computerized chatbot having a personality, skills, and point of view corresponding to a human persona and wherein the computerized chatbot develops responses responsive to the personalization engine. 
     
     
         17 . The method of  claim 16 , further comprising the step of instructing the client device to display a plurality of chat personas responsive to the personalization engine. 
     
     
         18 . The method of  claim 17 , further comprising for the step of instructing the client device to store at least one cookie in a database memory, wherein the cookie is associated with an instruction to alter on a display of the client device a layout of a menu of a plurality of chat personas. 
     
     
         19 . The method of  claim 18 , further comprising for the step of instructing the client device to display a menu of indicated actions, the menu having text corresponding to prior server system traffic and behavior. 
     
     
         20 . The method of  claim 19 , further comprising the step of generating a visitor-identifier that corresponds to an anonymous visitor.