Methods and systems for integrating human and electronic channels

• US 20040088210A1
• Filed: 11/01/2002
• Published: 05/06/2004
• Est. Priority Date: 11/01/2002
• Status: Abandoned Application

• Current Assignee: SAP AG (SAP SE)
• Original Assignee: SAP AG (SAP SE)
• Inventors: Tsyganskiy, Igor
• Application Number:
  US10/286,038
• Publication Number:
  US 20040088210A1
• Time in Patent Office: Days
• US Class Current: 705/10
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 30/0204 Market segmentation

Abstract

Disclosed are techniques for integrating human channels and electronic channels. To facilitate such integration user-intent is determined based on user interaction with a human-channel and an e-channel. Information for the user is tailed tailored based on the determined user-intent.

Claims

1. A method comprising:

integrating data about user interaction with a human-channel and an e-channel;

determining user-intent based on user interaction with the human-channel and the e-channel; and

tailoring information for the user based on determined user-intent.

2. A method for coordinating user data from an e-channel and user information from a human channel, the method comprising:

extracting user data from the e-channel;

analyzing the extracted user data;

determining user intent based on the analyzed data;

receiving information from the human channel based on human interaction with the user; and

tailoring a publication for the user based on the received information and analyzed data.

3. The method of claim 2 wherein the user data is based on prior interaction with the e-channel by the user.

4. The method of claim 2 wherein analyzing the extracted user data further comprises:

determining the identity of the user; and

determining the frequency of use of the e-channel based on the user identity.

5. The method of claim 2 wherein determining user intent is based on prior interactions between the user and the e-channel.

6. A method comprising:

receiving data from an e-channel based on a user'"'"'s request, wherein the data indicates a user intent and user identity;

determining a response to the user based on the user intent and identity; and

sending instructions based on the determined response.

7. A method of 6 further comprising:

publishing the determined response in an e-channel.

8. A method of 6 further comprising:

contacting the user based on the determined content at the human channel.

9. A method comprising:

receiving a user request from an e-channel;

detecting the user interest based on the received user request;

receiving publication data from a human-channel based on the detected user interest; and

responding to the user request based on the publication data.

10. A method for determining prospective customers based on visits to an e-channel, comprising:

determining the identity of a user based on request header or web log information; and

determining the frequency of visits to the e-channel based on the identity of the user; and

adding the user to a prospective customer list if the frequency of visits is greater than a baseline.

11. The method of claim 10 further comprising:

sending the prospective customer list to a human-channel.

12. A method for tracking prospective customers using an e-channel comprising:

determining if a user of an e-channel is a prospective customer;

determining the level of interest of the prospective customer; and

creating a response at the human-channel based on the determined level of interest.

13. The method of claim 12 wherein determining a prospective customer further comprises extracting hostnames from an electronic request for information made by a user.

14. The method of claim 12 wherein the level of interest is determined by checking for prior use of the e-channel by the prospective customer.

15. The method of claim 14 wherein the prior use by the prospective customer is greater than a baseline.

16. A method for facilitating business transactions comprising:

extracting data based on use of an e-channel by a user;

creating user-intent-data based on the extracted data;

sending user-intent-data to a human channel; and

using the intent data to facilitate business transactions.

17. A system for coordinating user data from an e-channel and user information from a human channel, the system comprising:

an integration module connecting the e-channel and the human channel, wherein the integration module comprises a speculative analysis module and a factual analysis module;

means for extracting user data from the e-channel, wherein the speculative analysis module analyzes the user data to determine user intent;

means for receiving information from the human channel based on one or more of, the determined user intent, and user information form a human channel, wherein the factual analysis module tailors a publication for the user based on the received information from at least one of, the human channel and the speculative analysis module.

18. The system of claim. 17 wherein the user data is based on prior interaction with the e-channel by the user.

19. The system of claim 17 wherein the speculative analysis module determines the identity of the user;

and determines the frequency of use of the e-channel based on the user identity.

20. The system of claim 17 wherein the speculative analysis module determines user intent based on prior interactions between the user and the human channel.

21. An integration module, comprising:

means for receiving a user request from an e-channel, wherein the request includes data indicating a user intent and user identity;

means for receiving input for responding to the request based on user intent and user identity;

means for determining a response to the user based on the user intent and identity and previous interaction with the user by a human channel; and

means for sending instructions to a personalization module based on the determined response.

22. A system for determining prospective customers based on visits to an e-channel, comprising:

means for determining the habits of a user based on prior visits to the e-channel by the user and the frequency of visits to the e-channel based on the identity of the user; and

means for adding the user to a prospective customer list if the frequency of visits is greater than a baseline.

23. A system for tracking prospective customers using an e-channel comprising:

means for determining if a user of an e-channel is a prospective customer;

means for determining the level of interest of the prospective customer; and

means for creating a response at the human-channel based on the determined level of interest.

24. A system for facilitating business transactions comprising:

an information module for extracting data based on use of an e-channel by a user;

a speculative analysis module for creating user-intent-data based on the extracted data;

a sales system for receiving user-intent-data at a human channel; and

a factual analysis module facilitating business transactions using at least one of the intent data and data from the human channel.

25. A computer-readable medium that stores instructions, which when executed perform steps in a method for coordinating user data from an e-channel and user information from a human channel, the steps comprising:

extracting user data from the e-channel;

analyzing the extracted user data;

determining user intent based on the analyzed data;

receiving information from the human channel based on at least one of, the determined user intent, and information gathered directly by the human channel; and

tailoring a publication for the user based on at least one of the received information and the determined user intent.

26. A computer-readable medium that stores instructions, which when executed perform steps in a method for integrating an e-channel and a human channel, the steps comprising:

receiving data from the e-channel based on a user'"'"'s request, wherein the data indicates a user intent and user identity;

determining a response to the user based on the user intent and identity; and

sending instructions to the human channel based on the determined response.

27. A computer-readable medium that stores instructions, which when executed perform steps in a method for integrating an e-channel and a human channel, the steps comprising:

receiving a user request from the e-channel;

detecting the user interest based on the received user request;

receiving publication data from the human-channel based on the detected user interest; and

responding to the user request based on the publication data.

28. A computer-readable medium that stores instructions, which when executed perform steps in a method for determining prospective customers based on visits to an e-channel, the steps comprising:

determining the identity of a user; and

determining the frequency of visits to the e-channel based on the identity of the user; and

adding the user to a prospective customer list if the frequency of visits is greater than a baseline.

29. A computer-readable medium that stores instructions, which when executed perform steps in a method for tracking prospective customers using an e-channel, the steps comprising:

determining the identity of a prospective customer;

determining the level of interest of the prospective customer; and

creating a response at the human-channel based on the determined level of intent.

30. A computer-readable medium that stores instructions, which when executed perform steps in a method for facilitating business transactions, the steps comprising:

extracting data based on use of an e-channel by a user;

creating user-intent-data based on the extracted data;

sending user-intent-data to a human channel; and

using the intent data to facilitate business transactions.