Targeted messaging system

• US 20050060218A1
• Filed: 08/30/2004
• Published: 03/17/2005
• Est. Priority Date: 09/13/2003
• Status: Abandoned Application

• Current Assignee: NCR Corporation (NCR Voyix Corporation)
• Original Assignee: NCR Corporation (NCR Voyix Corporation)
• Inventors: Black, Jonathan S., Forrest, Simon J., Smith, Martin R., Coutts, Michael
• Application Number:
  US10/929,256
• Publication Number:
  US 20050060218A1
• Time in Patent Office: Days
• US Class Current: 705/9
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A method of providing immediate assistance to a user of a targeted messaging system is described. The method involves: identifying a message appropriate for presenting to the user (step 220); presenting the message to the user (step 222); offering to summon a human agent knowledgeable about products associated with the message (step 222); and summoning an agent to speak with the user in response to the user accepting the offer (step 224). The method may use a campaign server to supply the appropriate message. A self-service terminal, such as an ATM, may be used to present the message.

Claims

1. A method of providing immediate assistance to a user of a targeted messaging system, the method comprising:

identifying a message appropriate for presenting to the user;

presenting the message to the user;

offering to summon an agent knowledgeable about products associated with the message; and

summoning an agent to assist the user in response to the user accepting the offer.

2. A method according to claim 1, further comprising offering to send the user follow up information when summoning an agent is unsuccessful.

3. A method according to claim 1, further comprising offering to schedule a meeting with an agent when summoning an agent is unsuccessful.

4. A method according to claim 1, further comprising enabling recognition of the summoned agent and the user.

5. A method according to claim 1, wherein summoning an agent to speak with the user includes accessing a table to identify (i) appropriate agents, and (ii) locator information for each appropriate agent.

6. A method according to claim 1, further comprising receiving responses from the summoned agents, determining whether a received response indicates that the agent is available or unavailable, and pairing the first available agent with the user.

7. A targeted messaging system for providing immediate assistance to a user, the system comprising:

identifying means for identifying a message appropriate for presenting to the user;

presenting means for presenting the message to the user and for offering to summon an agent knowledgeable about products associated with the message; and

summoning means for summoning an agent to assist the user in response to the user accepting the offer to summon an agent.

8. A system according to claim 7, further comprising means for offering to send the user follow up information when summoning an agent is unsuccessful.

9. A system according to claim 7, further comprising means for offering to schedule a meeting with an agent when summoning an agent is unsuccessful.

10. A system according to claim 7, further comprising means for enabling recognition of the summoned agent and the user.

11. A system according to claim 7, wherein the summoning means includes means for accessing a table to identify appropriate agents and locator information for each appropriate agent.

12. A system according to claim 7, further comprising means for receiving responses from the summoned agents, means for determining whether a received response indicates that the agent is available or unavailable, and means for pairing the first available agent with the user.

13. A terminal for use in a targeted messaging system, the terminal comprising:

a user identification device for identifying a user of the terminal;

a network connection for transmitting the user'"'"'s identity to a campaign server and for receiving a message therefrom for presenting to the user;

a user interface for presenting the received message to the user and offering the user an immediate meeting with an agent; and

a controller for summoning an appropriate agent in response to a positive user response to the offer of an immediate meeting.

14. A bank branch system comprising:

at least one notification device; and

at least one self-service terminal coupled to the at least one notification device, the at least one self-service terminal including (i) user identifying means for identifying a user of the terminal, (ii) communicating means for transmitting the user'"'"'s identity to a campaign server and for receiving a message therefrom for presenting to the user, (iii) presenting means for presenting the received message to the user and for offering the user an immediate meeting with an agent, and (iv) a controller for summoning an agent in response to a positive user response to the offer by sending a request to the at least one notification device.

15. A method of assisting a user of a targeted messaging system, the method comprising:

receiving on a device a summons from the targeted messaging system requesting a meeting with the user;

responding via the device to the summons; and

receiving a summons confirmation when the response accepts the meeting.