Methods and systems for automatic call routing with no caller intervention using anonymous online user behavior

Abstract

A call conversion tracking system is disclosed that tracks call-based communications initiated from invitational content. Based on the tracking, the call conversion tracking system generates data analytics quantifying the effectiveness of the invitational content's ability to trigger a voice call (e.g., a phone call) and/or other type of voice communication. The system correlates the voice communication data and sales-related data, and associates such data to interactions within the invitational content responsible for driving the call and sale.

1 . A method for call conversion comprising:
 embedding a phone number into online content during presentation of the online content at a computing device;   obtaining a plurality of user interactions of a user interacting with the online content;   determining a service need of the user based on the plurality of user interactions;   determining, in response to a voice call initiated by the user based on the phone number, an agent of a plurality of agents to assist the user based on the service need determined; and   routing the voice call initiated by the user to the determined agent.   
     
     
         2 . The method of  claim 1 , further comprising determining, based on the plurality of user interactions and voice communication data corresponding to the voice call initiated by the user, a particular user interaction of the plurality of user interactions that caused the user to initiate the voice call. 
     
     
         3 . The method of  claim 2 , wherein the particular user interaction is a user interaction of the plurality of user interactions that directly proceeded the voice call being initiated with respect to time. 
     
     
         4 . The method of  claim 1 , further comprising determining information that includes a plurality of correlations between the plurality of user interactions and a plurality of portions of voice communication data that corresponds to the voice call initiated by the user. 
     
     
         5 . The method of  claim 4 , further comprising obtaining geographic information associated with the computing device, wherein the information is determined based on the geographic information. 
     
     
         6 . The method of  claim 4 , wherein the online content is first online content, the method further comprising determining second online content based on the information determined. 
     
     
         7 . The method of  claim 6 , wherein the second online content includes modified first online content. 
     
     
         8 . The method of  claim 1 , wherein the phone number is associated with a particular portion of the online content. 
     
     
         9 . The method of  claim 1 , further comprising:
 receiving a call volume metric from a call distribution system, the call volume metric measuring a quantity of agents of the plurality of agents that are available to receive a routed voice call; and   modifying an online campaign associated with the online content in response to the call volume metric failing to meet a predetermined threshold.   
     
     
         10 . A system for call conversion comprising:
 a memory; and   a processor coupled to the memory, the processor configured to perform operations including:
 embedding a phone number into online content during presentation of the online content at a computing device; 
 obtaining a plurality of user interactions of a user interacting with the online content; 
 determining a service need of the user based on the plurality of user interactions; 
 determining, in response to a voice call initiated by the user based on the phone number, an agent of a plurality of agents to assist the user based on the service need determined; and 
 routing the voice call initiated by the user to the determined agent. 
   
     
     
         11 . The system of  claim 10 , wherein the operations further include determining, based on the plurality of user interactions and voice communication data corresponding to the voice call initiated by the user, a particular user interaction of the plurality of user interactions that caused the user to initiate the voice call. 
     
     
         12 . The system of  claim 11 , wherein the particular user interaction is a user interaction of the plurality of user interactions that directly proceeded the voice call being initiated with respect to time. 
     
     
         13 . The system of  claim 10 , wherein the operations further include determining information that includes a plurality of correlations between the plurality of user interactions and a plurality of portions of voice communication data that corresponds to the voice call initiated by the user. 
     
     
         14 . The system of  claim 13 , wherein the operations further include obtaining geographic information associated with the computing device, and
 wherein the information is determined based on the geographic information.   
     
     
         15 . The system of  claim 13 , wherein the online content is first online content, the method further comprising determining second online content based on the information determined. 
     
     
         16 . The system of  claim 15 , wherein the second online content includes modified first online content. 
     
     
         17 . The system of  claim 10 , wherein the phone number is associated with a particular portion of the online content. 
     
     
         18 . The system of  claim 10 , wherein the operations further include:
 receiving a call volume metric from a call distribution system, the call volume metric measuring a quantity of agents of the plurality of agents that are available to receive a routed voice call; and   modifying an online campaign associated with the online content in response to the call volume metric failing to meet a predetermined threshold.   
     
     
         19 . A non-transitory, computer-readable medium storing instructions, which when executed by a processor, cause the processor to perform operations including:
 embedding a phone number into online content during presentation of the online content at a computing device;   obtaining a plurality of user interactions of a user interacting with the online content;   determining a service need of the user based on the plurality of user interactions;   determining, in response to a voice call initiated by the user based on the phone number, an agent of a plurality of agents to assist the user based on the service need determined; and   routing the voice call initiated by the user to the determined agent.   
     
     
         20 . The non-transitory, computer-readable medium of  claim 19 , wherein the operations further include determining, based on the plurality of user interactions and voice communication data corresponding to the voice call initiated by the user, a particular user interaction of the plurality of user interactions that caused the user to initiate the voice call.