SYSTEM AND METHOD FOR BEHAVIORIAL PSYCHOLOGY AND PERSONALITY PROFILING TO ADAPT CUSTOMER SERVICE COMMUNICATIONS

• US 20080201199A1
• Filed: 02/16/2007
• Published: 08/21/2008
• Est. Priority Date: 02/16/2007
• Status: Abandoned Application

• Current Assignee: Capital One Financial Corporation
• Original Assignee: Capital One Financial Corporation
• Inventors: Armstrong, Michael, Buenviaje-Tice, Mina, Lowell, Eric, Budde, Shawn
• Application Number:
  US11/676,004
• Publication Number:
  US 20080201199A1
• 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 30/0203 Market surveys; Market polls
• CPC Class Codes: G06Q 30/0255 based on user history

Abstract

Systems and methods for behavioral psychology system are provided. The system gathers information about one or more users to form a profile, and adapts the customer'"'"'s interaction based on the profile.

Claims

1. A method comprising:

collecting information about one or more users;

creating one or more behavioral profiles for the one or more users based on the information; and

adapting user interaction based on at least one of the one or more behavioral profiles for the one or more users.

2. The method of claim 1 wherein the information collected is selected from the group consisting of data from an on-line survey, data from on-line habits, data from a game, data from one or more card transactions, data from a telephone survey, data from a letter, and data from an in-person interview.

3. The method of claim 1 where the one or more behavioral profiles of the one or more users may be modified based on additional information collected after at least one of the one or more behavioral profiles is created.

4. The method of claim 1 where at least one of the one or more behavioral profiles is stored in a database.

5. The method of claim 1 where user interaction is selected from the group consisting of a web page, a computer image, a letter, a telephone call, an in-store interview, and an automated teller machine.

6. The method of claim 1 where the adaptation includes changing the amount of text presented to the one or more users based on at least one of the one or more behavioral profiles.

7. The method of claim 1 where the adaptation includes presenting predominantly figures or predominantly text to the one or more users based on at least one of the one or more behavioral profiles.

8. The method of claim 1 where the adaptation includes providing more interaction with a customer representative or less interaction with a customer representative to the one or more users based on at least one of the one or more behavioral profiles.

9. A method comprising:

collecting information about one or more users;

creating one or more behavioral profiles for the one or more users based on the information; and

transmitting at least one of the one or more behavioral profiles to a system for use in adapting user interaction based on at least one of the one or more behavioral profiles for the one or more users.

10. The method of claim 9 wherein the information collected is selected from the group consisting of data from an on-line survey, data from on-line habits, data from a game, data from one or more card transactions, data from a telephone survey, data from a letter, and data from an in-person interview.

11. The method of claim 9 where the one or more behavioral profiles of the one or more users may be modified based on additional information.

12. The method of claim 9 where at least one of the one or more behavioral profiles is stored in a database.

13. The method of claim 9 where user interaction is selected from the group consisting of a web page, a computer image, a letter, a telephone call, an in-store interview, and an automated teller machine.

14. The method of claim 9 where the adaptation includes changing the amount of text presented to the one or more users based on at least one of the one or more behavioral profiles.

15. The method of claim 9 where the adaptation includes presenting predominantly figures or predominantly text to the one or more users based on at least one of the one or more behavioral profiles.

16. The method of claim 9 where the adaptation includes providing more interaction with a customer representative or less interaction with a customer representative to the one or more users based on at least one of the one or more behavioral profiles.

17. A system comprising:

a collection unit to collect information about one or more users;

a behavioral unit for creating one or more behavioral profiles for the one or more users based on the information from the collection system; and

an interaction unit operable to adapt user interaction based on at least one of the one or more behavioral profiles for the one or more users.

18. The method of claim 17 wherein the information collected is selected from the group consisting of data from an on-line survey, data from on-line habits, data from a game, data from one or more card transactions, data from a telephone survey, data from a letter, and data from an in-person interview.

19. The method of claim 17 where the one or more behavioral profiles of the one or more users may be modified based on additional information.

20. The method of claim 17 where at least one of the one or more behavioral profiles is stored in a database.

21. The method of claim 17 where user interaction is selected from the group consisting of a web page, a computer image, a letter, a telephone call, an in-store interview, and an automated teller machine.