Interaction-based servicing of business customers
First Claim
1. A method of establishing a context of an interaction between a consumer and a business comprising the steps of:
- storing historical interaction data between a consumer and a business, the historical interaction data regarding interactions between the business and the consumer;
receiving a communication from the consumer;
accessing historical interaction data regarding the consumer; and
processing the historical interaction data regarding the consumer in view of the received communication from the consumer to establish a context of the received communication from the consumer.
2 Assignments
0 Petitions
Accused Products
Abstract
Establishment of the context of a customer'"'"'s present and future interaction with a business regardless of the interaction channel used, is facilitated by use of an interaction history database. The interaction history database stores data regarding past customer interactions. The business accesses and sorts interaction information from the interaction history database related to a customer when that customer initiates a new interaction with the business. The interaction history database may also be accessible by the customer for self service applications. The customer may access the presentation of their interaction history in an “actionable” manner. In one instance, context of an Internet user'"'"'s query to a business regarding an Internet site of the business visited by the user, is conveyed to the business via data (i.e. text) automatically inserted into an e-mail after selection of an e-mail link from the business Internet site. The inserted data includes user identification information and recent web history information.
49 Citations
20 Claims
-
1. A method of establishing a context of an interaction between a consumer and a business comprising the steps of:
-
storing historical interaction data between a consumer and a business, the historical interaction data regarding interactions between the business and the consumer;
receiving a communication from the consumer;
accessing historical interaction data regarding the consumer; and
processing the historical interaction data regarding the consumer in view of the received communication from the consumer to establish a context of the received communication from the consumer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 11, 12, 14, 15, 16, 17, 19, 20)
-
-
8. A method of interaction between a business and a consumer comprising the steps of:
-
maintaining a database of past interaction data from previous consumer to business interactions;
receiving an interaction initiation from a consumer;
accessing past interaction data regarding the consumer from the database of past interaction data, processing selective past interaction data regarding the consumer in view of the interaction initiation; and
;
establishing a context of the interaction initiation based on the processed past interaction data regarding the consumer and the interaction initiation. - View Dependent Claims (9, 10)
-
-
13. A method of establishing context of an e-mail from a consumer to a business regarding an Internet site of the business, the method comprising the steps of:
-
receiving an e-mail originating from an Internet terminal of a consumer, the e-mail having consumer identification data and consumer Internet session history data regarding an Internet site of the business;
accessing stored historical interaction data regarding the consumer based on the customer identification data;
reviewing the customer Internet session history data; and
determining a context in which to present a response to the e-mail based on the customer identification data, the customer Internet session history data, and the e-mail.
-
-
18. An apparatus for establishing a context of an interaction between a consumer and a business comprising:
-
a data storage adapted to retain historical consumer to business interaction data regarding a consumer;
means for receiving a communication from the consumer; and
a processing unit adapted to i) access the historical interaction data regarding the consumer upon receipt of the communication from the consumer, and ii) process selective historical interaction data regarding the consumer in view of the received communication from the consumer to establish a context of the received communication from the consumer.
-
Specification