Method and system for providing personalized service over different contact channels
First Claim
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1. A method including:
- receiving personal attributes for a first user and content to perform an analysis to generate a recommendation for the first user, the recommendation to include a plurality of content types, a first content type being personalized for the first user and being generated for a contact channel utilized to communicate with the first user and a second content type being personalized for a second user;
retrieving the first content type for the first user and for the contact channel utilized to communicate with the first user; and
retrieving the second content type for the second user.
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Abstract
A system comprising an analysis engine that interacts with a user profile server and a content management system. The user profile server is used to collect and manage data. The content management system manages a plurality of content types for a plurality of service points in real-time. A service point supports a content type.
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Citations
20 Claims
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1. A method including:
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receiving personal attributes for a first user and content to perform an analysis to generate a recommendation for the first user, the recommendation to include a plurality of content types, a first content type being personalized for the first user and being generated for a contact channel utilized to communicate with the first user and a second content type being personalized for a second user;
retrieving the first content type for the first user and for the contact channel utilized to communicate with the first user; and
retrieving the second content type for the second user. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system including:
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an analysis engine to receive personal attributes for a first user and content to perform an analysis to generate a recommendation for the first user, the recommendation to include a plurality of content types, a first content type personalized for the first user and generated for a contact channel that is utilized to communicate with the first user and a second content type personalized for a second user;
a first service point to retrieve the first content type for the first user and for the contact channel utilized to communicate with the first user; and
a second service point to retrieve the second content type for the second user. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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19. A system including:
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a first means for receiving personal attributes for a first user and content to perform an analysis to generate a recommendation for the first user, the recommendation to include a plurality of content types, a first content type personalized for the first user and generated for a contact channel that is utilized to communicate with the first user and a second content type personalized for a second user;
a second means for retrieving the first content type for the first user and for the contact channel utilized to communicate with the first user; and
a second means for retrieving the second content type for the second user.
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20. A machine readable storage media containing executable program instructions which when executed cause a digital processing system to:
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receive personal attributes for a first user and content to perform an analysis to generate a recommendation for the first user, the recommendation to include a plurality of content types, a first content type being personalized for the first user and being generated for a contact channel utilized to communicate with the first user and a second content type being personalized for a second user;
retrieve the first content type for the first user and for the contact channel utilized to communicate with the first user; and
retrieve the second content type for the second user.
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Specification