Personalized Interactive Network Architecture

• US 20080086402A1
• Filed: 11/29/2007
• Published: 04/10/2008
• Est. Priority Date: 11/15/1999
• Status: Active Grant

• Current Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Original Assignee: The Chase Manhattan Bank (JP Morgan Chase & Co)
• Inventors: CAIAZZO, Anthony, PATEL, Ameet, HOLME, Jennifer
• Granted Patent: US 7,949,574 B2
• Time in Patent Office: Days
• US Class Current: 705/35
• CPC Class Codes: G06Q 20/108 Remote banking, e.g. home banking
• CPC Class Codes: G06Q 20/382 insuring higher security of transaction
• 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 30/0203 Market surveys; Market polls
• CPC Class Codes: G06Q 30/0204 Market segmentation
• CPC Class Codes: G06Q 30/0237 at kiosk
• CPC Class Codes: G06Q 30/0239 Online discounts or incentives
• CPC Class Codes: G06Q 30/0251 Targeted advertisements
• CPC Class Codes: G06Q 30/0256 User search
• CPC Class Codes: G06Q 30/0269 based on user profile or attribute
• CPC Class Codes: G06Q 30/0271 Personalized advertisement
• CPC Class Codes: G06Q 30/0613 Third-party assisted
• CPC Class Codes: G06Q 30/0631 Item recommendations
• CPC Class Codes: G06Q 40/00 Finance; Insurance; Tax strategies; Processing of corporate or income taxes

Abstract

A system for personalizing interaction between a user communicating over at least one communication channel and a provider of information/products/services, the user having a communication device for communication over the channel with the provider, the system comprising a channel interface for interfacing with the channel, an information/product/service interface for interfacing with an information/product/service provider; and a knowledge management system coupled to the channel and information/product/service interface, the knowledge management system comprising a knowledge management repository storing information concerning the user, the information obtained from interaction with the user over the channel including current interactions between the user and the knowledge management system, and further storing information concerning a plurality of information/products/services to offer to the user, and a personalization engine for making a decision as to which of the plurality of information/product/services to present to the user over the communication channel based on the stored information in the knowledge management repository.

Claims

1. A system for an enterprise having multiple business units to communicate with a user over multiple channels, the system comprising:

channel interfaces respectively coupled to the multiple channels;

a knowledge management system coupled to the channel interfaces, the knowledge management system comprising;

an offer database, the offer database storing potential offers to the user, the potential offers being supplied from the multiple business units;

a user profile database, the user profile database storing a user profile with respect to the user; and

a decision engine coupled to the offer database and the user profile database, the decision engine making a decision as to which of the potential offers to present to the user and which of the multiple channels over which to make the presentation.

2. The system of claim 1, wherein the user profile database further comprises current interactions between the user and the knowledge management system.

3. The system of claim 1, wherein the knowledge management system further comprises a plurality of selected ones of the following:

a contact data base, workflow database, security database, audit database, customer preference database, customer entitlement database, content database, application database, data warehouse, data mart, customer profile database, segmentation database, business rules database, campaign rules database and product/service/information database.

4. The system of claim 2, wherein the user profile is formed based on current and past interactions between the user and the knowledge management system.

5. The system of claim 4, wherein the user profile includes information about the user including at least one of information/product/service preference, address/telephone number, demographic information, user interests, and other user identification information.

6. The system of claim 1, wherein the decision engine has a rules database for making a determination as to the information/product/service to present to the user.

7. The system of claim 6, further comprising a campaign manager, the campaign manager having a campaign database of potential campaigns to present to the user, the decision engine making a determination of at least one potential campaign to provide to the personalization engine to present to the user.

8. The system of claim 7, further comprising:

a personalization engine coupled to the decision engine; and

a profile manager, the profile manager providing user profile information to the personalization engine to enable the personalization engine to personalize the information/product/service presented to the user.

9. The system of claim 8, further comprising a contact manager for managing contact with a customer service representative of the information/product/service provider.

10. The system of claim 1, wherein the multiple channels are selected from the Internet, Extranet, ATM/kiosk, direct mail, e-mail, fax, call center and branch office.

11. The system of claim 10, further comprising a user communication device, wherein the user communication device comprises a display terminal and the channel selected by the decision engine comprises the internet.

12. The system of claim 8, further comprising a content manager coupled to the personalization engine for assembling information personalized to the user by the personalization engine using selected display objects for display on a user'"'"'s communication device.

13. The system of claim 12, further comprising an alert/event manager for providing information to the personalization engine for updating the user profile regarding user related events.

14. The system of claim 1, wherein the information/product/services comprise one of a plurality of financial products.

15. The system of claim 14, wherein the financial products comprise at least one of a small business financial product, credit card account, automobile financing, home financing, savings account, investment, insurance, education finance and unsecured loan.

16. The system of claim 1, further comprising a user authentication component for authenticating the user.

17. The system of claim 1, further comprising a personalization engine, wherein the personalization engine personalizes information presented to the user by at least one of click stream analysis from a user communication device, collaborative filtering based on past and/or present interaction, explicit information provided by one of the user and another input device, rules based on interaction with the user and explicit information and events including transactional and service related events.

18. The system of claim 17, further comprising a collaborative filter for providing collaborative filtering input to the personalization engine to make a recommendation to the personalization engine as to the information/product/service to provide to the user based on a “

like mind”

analysis.

19. The system of claim 1, further comprising a personalization engine, wherein the decision engine transmits information comprising value propositions to the personalization engine to provide to the user together with weights for each value proposition for the particular user.

20. The system of claim 19, wherein the value propositions are maintained in a value proposition data base along with the weights for each value proposition.

21. The system of claim 20, wherein the personalization engine determines at least one of the value propositions from the decision engine to present to the user and/or a priority of value propositions.

22. The system of claim 21, further comprising a product configurator for building a personalized proposal based on the value proposition selected by the personalization engine and the user profile.

23. The system of claim 1, further comprising a personalization engine, wherein the personalization engine personalizes information provided to the user based on at least one event, the at least one event including a user life event, market/bank information feed event, user-provider relationship event, sales related event, advice related event, service related event, transactional/workflow event, user-provider interaction event and user profile related event.

24. The system of claim 19 further comprising a notification service for providing a selected value proposition to the user over a preferred outbound communication channel of the user.

25. The system of claim 7, further comprising a data mining tool to analyze data relating to the user to produce campaign rules including a propensity rating for the user to be interested in a particular campaign.

26. The system of claim 25, further comprising a campaign targeting component for generating a target list of users to whom campaigns should be targeted based on the campaign rules and propensity ratings.

27. The system of claim 26, further comprising a campaign tracking component for tracking response to a selected campaign and updating the target list based on the response.

28. The system of claim 27, further comprising a response analysis component for analyzing the response to a selected campaign and presenting the analysis to marketing personnel.

29. The system of claim 12, further comprising a content repository coupled to the content manager for at least one of content elements including images for selected channels and pointers to content for selected channels;

a layout manager for retrieving a content element from the content repository and a content assembler for evaluating the content element and assembling the content element for presentation to the user.

30. The system of claim 29, wherein the content element comprises a pointer to the decision engine, the decision engine responding to the pointer by providing a value proposition to provide in assembled content to the user.

31. The system of claim 30, wherein the content assembler maps a selected value proposition to a content element in the content repository and returns the content element to the user via at least one channel selected by the decision engine.

32. A system for an enterprise having multiple business units to communicate with a user over multiple channels, the system comprising:

channel interfaces respectively coupled to the multiple channels; and

a knowledge management system coupled to the channel interfaces, the knowledge management system comprising;

a campaign database, the campaign database storing potential offers to the user, the potential offers being supplied from the multiple business units;

a business rules database, the business rules database storing business and marketing rules that effect which potential offers to offer the user;

a user profile database, the user profile database storing a user profile with respect to the user; and

a decision engine coupled to the campaign database, the business rules database, and the user profile data base, the decision engine making a decision as to which of the potential offers to present to the user and which of the multiple channels over which to make the presentation.