Real time electronic service interaction management system and method

• US 20020174182A1
• Filed: 05/15/2001
• Published: 11/21/2002
• Est. Priority Date: 05/15/2001
• Status: Active Grant

• Current Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Wilkinson, William K., Beyer, Dirk M., Singh, Vineet
• Granted Patent: US 7,016,936 B2
• Time in Patent Office: Days
• US Class Current: 709/205
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: Y10S 707/99931 Database or file accessing

Abstract

The invention real time electronic service interaction management system and method facilitates presentation of information that increases the probability of desirable target interaction. Desirable target interaction includes metrics associated with campaign objectives (e.g., maximize profits) and constraints (e.g., budget constraints). The system and method automatically develops interaction motivation plans that determine a stimulation action (e.g., information presented to a target). A motivation interaction plan is a procedure utilized to determine a stimulation action to present to a target with specific attributes under certain system attributes. The present invention adaptively optimizes and tests interaction motivation plans to permit automated learning about target individual interaction activities and accordingly modify interaction motivation plans in both real time and over the lifetime of a campaign. It also facilitates the development of behavioral models that provide predictions associated with the probability of target behavior based upon a set of target characteristics and system attributes.

Claims

1. A computer implemented real time electronic service interaction management system comprising:

a target interaction module for providing instructions to a touch point that presents information in accordance with an interaction motivation plan and receives a target interaction;

a database module for storing information associated with the target interaction in response to the interaction motivation plan; and

a testing module for providing inputs to the interaction motivation plan.

2. The computer implemented real time electronic service interaction management system of claim 1 wherein the database module includes a real time response database component that forwards the information associated with the target interaction in real time to the testing module and the testing model engages in adaptive testing procedures.

3. A computer implemented real time electronic service interaction management system of claim 1 further comprising an optimization module for optimizing inputs to the interaction motivation plan.

4. The computer implemented real time electronic service interaction management system of claim 3 wherein the optimizing inputs are directed to increasing target interaction metrics with respect to specified objectives while meeting certain constraints.

5. The computer implemented real time electronic service interaction management system of claim 3 further comprising an interaction motivation plan merging module for combining the test inputs and the optimization inputs into one interaction motivation plan.

6. The computer implemented real time electronic service interaction management system of claim 1 wherein there is real time interaction between the testing module and the optimization module to refine test inputs and optimization inputs before they are merged into one interaction motivation plan.

7. The computer implemented real time electronic service interaction management system of claim 6 wherein the real time interaction between the testing module and the optimization module includes the communication of feedback information.

8. A computer implemented real time electronic service interaction management system of claim 1 further comprising an information mining module for rearranging and analyzing the information associated with a target interaction.

9. A computer implemented real time electronic service interaction management system of claim 8 wherein the rearranging and analysis of the information associated with the target interaction is utilized to produce a behavioral model.

10. The computer implemented real time electronic service interaction management system of claim 9 wherein the test inputs are directed at testing the behavioral model and the analysis of the information associated with the target interaction information.

11. The computer implemented real time electronic service interaction management system of claim 1 further comprising a management interaction module for communicating interaction motivation plan objectives and constraints.

14. A real time electronic service interaction management method of claim 13 further comprising the step of optimizing the interaction motivation plan.

15. A real time electronic service interaction management method of claim 13 further comprising the step of mining the target interaction information.

16. The real time electronic service interaction management method of claim 13 wherein the interaction information includes target attributes, system attributes and a specific stimulation action.

17. The real time electronic service interaction management method of claim 13 further comprising the step of automatically developing a real time interaction motivation plan that is utilized for testing a target interaction with the particular interaction motivation plan.

18. The real time electronic service interaction management method of claim 13 further comprising the step of merging an interaction motivation test plan and an optimization plan.

19. The real time electronic service interaction management method of claim 11 including a real time interaction motivation test plan development process comprising the steps of:

receiving management data relevant to the testing wherein the management data includes testing objectives, testing constraints, and estimates for the data to be tested;

receiving data mining results including potential interaction motivation plans based on past interaction history, preliminary behavior models, or data relevant to creating behavior models;

receiving real time target interaction data including raw form data and aggregated data;

receiving feedback from optimization operations including relevance of parameters to be estimated in testing for potential optimal solutions;

creating a test plan that meets management constraints and objectives;

creating a behavior model that returns estimated metrics for the response of a target with given attributes if a given action is performed on the target in a given system state; and

passing the interaction motivation test plan to other operations.

20. The real time electronic service interaction management method of claim 11 including an interaction motivation plan optimization process comprising the steps of:

receiving management data relevant for optimization including optimization objectives, optimization constraints, prior knowledge and system status information;

receiving behavior model data from testing operations that return estimated metrics for the response of a target with given attributes if a given action is performed on the target in a given system state;

creating an optimized interaction motivation plan;

passing the optimized interaction motivation plan to presentation operations; and

creating feedback to testing operations utilizing sensitivity analysis in which the impact of changes to input parameters on the objective function are estimated.

12. A computer implemented real time electronic service interaction management system comprising:

a target interaction module for providing instructions to a touch point that presents information in accordance with an interaction motivation plan and receives target interactions;

a database module for storing information associated with a target interaction in response to the interaction motivation plan;

an information mining module for rearranging and analyzing the information associated with the target interaction;

a testing module for providing inputs to the motivation test plan;

an optimization module for optimizing inputs to the interaction motivation plan; and

an interaction motivation plan merging module for combining the test inputs and the optimization inputs into the interaction motivation plan.

13. A real time electronic service interaction management method comprising the steps of:

gathering target interaction information;

developing an interaction motivation test plan; and

implementing the interaction motivation plan.