Systems and methods for personalized customer messages

• US 10,019,715 B1
• Filed: 10/29/2013
• Issued: 07/10/2018
• Est. Priority Date: 05/10/2007
• Status: Active Grant

• Current Assignee: United Services Automobile Association
• Original Assignee: United Services Automobile Association
• Inventors: Kossow, Kevin A., Voskresenskaya Strudell, Evgenia, Clark, Thomas, Nickel, Michael C., Dyer, Julee
• Primary Examiner(s): Christensen, Scott B
• Application Number:
  US14/066,327
• Time in Patent Office: 1,715 Days
• Field of Search: None
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04L 51/06 Message adaptation to terminal or network requirements

Abstract

An identification of a customer and identification of a webpage to be transmitted to the customer from a first data system are received. Message content is selectively inserted from at least one second data system for the identified customer into the identified webpage. The first data system is thereafter notified to transmit the webpage from the first data system to a computer system associated with the identified customer. Message content may be generated by the at least one second data system relating to the customer'"'"'s interaction with the at least one second data system. Selective insertion and notification may be achieved by a message system. The transmission of the customer/web page identification to the message system and the transmission of the identified web page to the customer may be achieved by the first data system. The display of the message content on the web page accessed by the customer via the first data system may notify the customer about the customer'"'"'s interaction with the at least one second data system.

Claims

1. A method for conveying information to a customer, the method comprising:

providing a webpage having a first page ID to process requests from the customer, the webpage configured to obtain a first customer ID from the customer, the webpage in communication with a message system and a data system, the webpage provided responsive to a customer request for the webpage including content included in the webpage,

wherein the first customer ID is associated with a stored profile of the customer;

providing a message preference module connected to the message system for the customer to select a type of message to be generated by the message system;

generating a message with the data system associated with a second page ID and a second customer ID and transmitting the message, the second page ID and the second customer ID to the message system;

wherein the message is independent of the request for the webpage and the content included in the webpage;

wherein the message is generated based on a content of the message matching the selected type of message;

determining, via the message system, that the first customer ID is the same as the second customer ID and upon finding a match, determining that the message is to be sent to the customer via the provided webpage;

determining, via a message insertion module, that a rule applies to the message and determining, via the message insertion module, that the message fits within the rule;

determining that the first page ID is equal to the second page ID;

sending the message to the customer based on the first customer ID being the same as the second customer ID and the first page ID being the same as the second page ID by inserting the message into the webpage in a prescribed location and format for display to the customer with the content of the webpage;

wherein the message insertion module inserts the message into the webpage based on determining that the message fits within the rule;

wherein the prescribed location and format are determined based on information included in the message; and

wherein the prescribed location and format is based on the message preference module.

2. The method of claim 1, wherein the message is selected from the group consisting of:

non-payment of bill;

delinquent loan; and

financial assessment due.

3. The method of claim 1, further comprising transmitting the message from an additional data system to the data system.

4. The method of claim 3, wherein transmitting the message content further includes:

receiving the message content from the additional data system at the message system; and

transmitting the message content from the message system to the data system.

5. The method of claim 1, wherein generating the message content includes generating the message content according to at least one preference from the customer or a customer service representative.

6. A system for conveying information to a customer, the system comprising:

a number of data systems; and

a message system in communication with the number of data systems, wherein the message system includes a processor and instructions executable by the processor, which when executed cause the processor to;

provide a webpage having a first page ID to process requests from customers, the webpage configured to obtain a second customer ID from each of the customers, the webpage in communication with the message system and the data systems, the webpage provided responsive to the customer request for the webpage including content included in the webpage;

wherein a first customer ID is associated with a stored profile of each of the customers;

provide a message preference module connected to the message system for the customer to select a type of message to be generated by the message system;

determine that there are messages in the message system from a second data system including a second customer ID that corresponds to at least one of the first customer IDs;

receive, from the number of data systems, a number of messages for at least one of the customers, wherein each received message includes the second customer ID that corresponds to at least one of the first customer IDs;

generate message content for the customers based on the received number of messages including at least one of the second customer IDs corresponding to at least one of the first customer IDs;

wherein the message is independent of the request for the webpage and the content included in the webpage;

wherein the message is generated based on a content of the message matching the selected type of message;

determine that a rule applies to the message content and determining, via a message insertion module, that the message content fits within the rule;

send the message content associated with the received number of messages to the customers;

wherein the message insertion module inserts the message into the webpage based on determining that the message fits within the rule;

wherein the prescribed location and format are determined based on information included in the message; and

wherein the prescribed location and format is based on the message preference module.

7. The system for conveying information to a customer of claim 6, wherein the instructions of the message system are executed by the processor to include in the message content:

formatting information indicating formatting in which to display the message content on a web page to draw attention of the customer to the customer'"'"'s interaction with the at least one second data system on the web page accessed by the customer via the first data system; and

page positioning information indicating a location on a web page to display the message content to draw attention of the customer to the customer'"'"'s interaction with the at least one second data system on the web page accessed by the customer via the first data system.

8. The system of claim 6, wherein the message content includes at least one of:

non-payment of bill;

delinquent loan; and

financial assessment due.

9. The system of claim 6, wherein the instructions of the message system are executed by the processor to transmit the message content from the second data system to the first data system.

10. The system of claim 9, wherein:

the message insertion module transmits the message content from the message system to the first data system; and

the message system includes a message receiver module to receive the message content from the second data system at a message system.

11. The system of claim 6, wherein the second data system generates the message content according to at least one preference from the customer or a customer service representative.

12. A non-transitory machine-readable medium including instructions stored thereon that are executable by a machine to:

provide a webpage having a first page ID to process requests from customers, the webpage configured to obtain a first customer ID from each of the customers;

wherein the first customer ID is associated with a stored profile of the customer;

provide a message preference module connected to the message system for the customer to select a type of message to be generated by the message system;

determine that there are messages in the message system from a second data system including a second customer ID that corresponds to at least one of the first customer IDs and the first page ID;

receive, from the number of data systems, a number of messages for at least one of the customers, wherein each received message includes the first customer ID and the first page ID;

generate message content for the customers based on the received number of messages including the first customer IDs and corresponding first page ID;

wherein the message is independent of the request for the webpage and the content included in the webpage;

wherein the message is generated based on a content of the message matching the selected type of message;

determine that a rule applies to the message content associated with at least one of the number of messages determining, via the message insertion module, that the message content associated with the at least one message that fits within the rule; and

send the message content associated with the number of messages from the second data system upon notification from the message system that there is a message in the message system from the second data system including;

the second customer ID that corresponds to the first customer ID;

the corresponding first page ID; and

the message content that fits within the rule according to the message insertion module;

wherein the message insertion module inserts the message into the webpage based on determining that the message fits within the rule;

wherein the prescribed location and format are determined based on information included in the message; and

wherein the prescribed location and format is based on the message preference module.

13. The machine-readable medium of claim 12, wherein the message content includes page positioning information indicating a location on the webpage to display the message content to draw attention of the customer to the customer'"'"'s interaction with the at least one second data system on the webpage accessed by the customer via the first data system.

14. The machine-readable medium of claim 13, wherein the message content includes formatting information indicating formatting in which to display the message content on the webpage to draw attention of the customer to the customer'"'"'s interaction with the second data system on the webpage accessed by the customer via the first data system.

15. The machine-readable medium of claim 12, further comprising instructions executed to cause the machine to transmit the message content from the second data system to the first data system.

16. The machine-readable medium of claim 15, wherein the instructions executed to cause the machine to transmit the message content further include instructions executed to:

receive the message content from the second data system at a message system; and

transmit the message content from the message system to the first data system.