Enhanced Reference Number for Web Session Identification
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Solution Overview
Problem
Internet shopping websites face inefficiencies in customer service interactions, as users may be reluctant to share personal information for product inquiries, and existing website tracking techniques fail to provide adequate information for agents to assist users effectively, leading to tedious and costly processes for both shoppers and vendors.
Innovation Solution
The introduction of an enhanced reference number system that associates a unique web user ID with an internet user's web session, allowing agents to access relevant information without requiring users to disclose personal details, by creating a link between the reference number and the web user ID stored on the user's device, and storing this association in a database accessible by the website provider.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If website providers use traditional reference numbers for product identification, then the website structure remains simple and easy to maintain, but agents cannot access user session information to provide personalized service
Solution Approach 1:
The patent embeds a unique identifier within the existing reference number structure. The reference number becomes a container that holds both the traditional product identification and the nested user session identifier, allowing agents to access user information without restructuring the entire website system
Solution Approach 2:
The patent introduces an intermediary database that stores the mapping between reference numbers and user session information. This intermediary layer allows agents to query user details without direct access to session data, maintaining system security while enabling personalized service
2Ease of operation
If users are required to share personal information to enable agent access to their identity, then agents can provide personalized service, but users become reluctant to disclose information particularly for simple product inquiries
Solution Approach 1:
The patent enables the system to automatically identify users through the reference number they already possess. Users do not need to actively provide personal information; the system self-identifies them through the embedded identifier in the reference number, making the process as easy as quoting a product code
Solution Approach 2:
The patent pre-embeds the unique identifier within the reference number before the user even contacts the agent. This preliminary action ensures that user identification capability is already in place, eliminating the need for users to disclose sensitive information during the interaction
3Productivity
If vendors operate a well-staffed call centre to process shopper enquiries, then customer service quality improves, but operational costs and time consumption increase significantly
Solution Approach 1:
The patent provides agents with immediate feedback about user session information when they query using the reference number. This feedback mechanism allows agents to quickly understand user context and provide accurate information without requiring lengthy interactions or multiple staff members
Solution Approach 2:
The patent creates a copy of user session information that is accessible to agents through the reference number system. This copy contains essential user context without requiring the original session data, enabling efficient service delivery while reducing the need for complex authentication processes
Data Source
AI summary
A pre-existing reference number on a legacy website provided by a legacy website provider may be supplemented with an enhanced reference number capable of identifying an internet user engaged in a web session on the legacy website. A check may be made to establish whether the internet user's computing device has a state object, including a web user ID (wUID) unique to the internet user's computing device. A processor may create an enhanced reference number based on the pre-existing reference number upon receipt of a request, and an association between the wUID and the enhanced reference number may be stored in a database accessible by the website provider. The enhanced reference number may be made available to the user by displaying it in place of the pre-existing reference number on the legacy website via the web session.