System and method for integrating a personal adaptive agent
First Claim
Patent Images
1. An automated system for communicating with telecommunication customers comprising:
- a customer information database for storing customer information for a plurality of telecommunications customers, including a customer address and a customer phone number for each telecommunications customer;
a customer behavior database for storing customer behavior data for the plurality of telecommunications customers including customer preferences, customer service plan information, and customer billing history information for each telecommunications customer;
an organization policy database for storing organization policy preferences;
a customer behavior engine operable to access information stored within the customer behavior database and generate a customer behavior model;
an organization engine operable to access the policy database and generate an organization policy model;
a negotiation module operable to compare the organization policy model and the customer behavior model and determine a communication action compliant with the organization policy model and the customer behavior model in response to a customer communication; and
the customer behavior engine further operable to receive a customer response to the communication action and amend the customer behavior model based upon the received customer response.
3 Assignments
0 Petitions
Accused Products
Abstract
An automated system for communication with inquiries includes a customer behavior engine and an organization policy engine. The customer behavior engine produces a model? of a customer'"'"'s behavior and preference. The organization policy created a model of the preferences of the organization. An automated agent considers the preferences of both the customer and the organization to facilitate communication with the customer.
-
Citations
20 Claims
-
1. An automated system for communicating with telecommunication customers comprising:
-
a customer information database for storing customer information for a plurality of telecommunications customers, including a customer address and a customer phone number for each telecommunications customer;
a customer behavior database for storing customer behavior data for the plurality of telecommunications customers including customer preferences, customer service plan information, and customer billing history information for each telecommunications customer;
an organization policy database for storing organization policy preferences;
a customer behavior engine operable to access information stored within the customer behavior database and generate a customer behavior model;
an organization engine operable to access the policy database and generate an organization policy model;
a negotiation module operable to compare the organization policy model and the customer behavior model and determine a communication action compliant with the organization policy model and the customer behavior model in response to a customer communication; and
the customer behavior engine further operable to receive a customer response to the communication action and amend the customer behavior model based upon the received customer response.
-
-
2. An automated system for responding to inquiries comprising:
-
an automated agent operable for facilitating customer and organization objectives comprising;
a customer behavior engine operable to access a customer behavior database and formulate a customer behavior model;
an organization policy engine operable to access and organization policy database and generate an organization policy model;
a negotiation module operable to compare the organization policy model and the customer behavior model and select a communication action in compliance with the behavior model and the policy model; and
the automated agent operable to transmit the communication action selected by the negotiation module to the customer in response to the received customer inquiry. - View Dependent Claims (3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
-
-
14. An automated system for facilitating customer and organization communication comprising:
-
a customer behavior model, an organization policy model, a communication action database; and
an automated agent operable to compare the customer behavior model and the organization policy model and select an appropriate communication action from the communication action database. - View Dependent Claims (15, 16)
-
-
17. A method for facilitating customer and organization communication comprising”
- formulating a customer behavior model;
formulating an organization policy model;
comparing the customer behavior model and the organization policy model; and
selecting an appropriate communication action based on the comparison. - View Dependent Claims (18, 19, 20)
- formulating a customer behavior model;
Specification