Abstract: A system that (a) monitors and analyzes a website visitor's (or ‘user's’) behavioral patterns in real-time; (b) identifies key users by comparing the user's actions and information derived thereof to a set of pre-defined, merchant-specific business rules; (c) makes a sales and customer service offer to the user only if (1) The user satisfies the merchant's business rules and can therefore be defined as a ‘key’ customer and (2) a suitable sales assistant is online and available to deliver a sales pitch or service assistance to the customer; (d) notifies the available sales assistant only if the customer accepts of the customer service offer and (e) enables communication between the sales assistant and the user through a textual, audio or video interface, (f) improves the appropriateness of allocation of customer service representatives to users, based on user feedback, behavioral patterns and user evaluation.

Abstract: A system that (a) monitors and analyzes a website visitor's (or ‘user's’) behavioral patterns in real-time; (b) identifies key users by comparing the user's actions and information derived thereof to a set of pre-defined, merchant-specific business rules; (c) makes a sales and customer service offer to the user only if (1) The user satisfies the merchant's business rules and can therefore be defined as a ‘key’ customer and (2) a suitable sales assistant is online and available to deliver a sales pitch or service assistance to the customer; (d) notifies the available sales assistant only if the customer accepts of the customer service offer and (e) enables communication between the sales assistant and the user through a textual, audio or video interface, (f) improves the appropriateness of allocation of customer service representatives to users, based on user feedback, behavioral patterns and user evaluation.