Patent ID: 11943177
Assignee: SERVICENOW, INC.
Field: Computer technology (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 11:
12. A system, comprising:
a memory configured to store instructions; and
a processor configured to execute the stored instructions, causing the processor to:
track one or more movements performed relative to a client interface in a web portal, the one or more movements indicative of contextual information and corresponding to interactions performed by a user in the web portal prior to starting a client-agent chat;
receive a chat request to initiate the client-agent chat from the client interface after tracking the one or more movements in the web portal;
in response to receiving the chat request, automatically populate the client-agent chat based at least in part on the contextual information derived from tracking the one or more movements by jumping from a first branch of a decision tree algorithm to a second branch of the decision tree algorithm in response to the first branch being automatically populated with the contextual information, based on populating at least one of a root node or a leaf node of the decision tree algorithm with the contextual information, or based on a combination thereof, wherein at least one movement of the one or more movements is prioritized over a second movement of the one or more movements for determining the contextual information; and
route the client-agent chat to a particular agent of a plurality of agents based at least in part on the contextual information, wherein the particular agent can initiate the client-agent chat at a point sequentially after one or more initial steps that were automatically populated with the contextual information based on the decision tree algorithm.