SYSTEM AND METHOD FOR CONTEXT MAP GENERATION
First Claim
1. A method for the creation of a context map with respect to a customer, the said method comprising:
- receiving of a plurality of transactions associated with said customer, wherein said plurality of transactions include a plurality of voice calls made and received by said customer, a plurality of text messages sent and received by said customer, a plurality of web pages browsed by said customer, a plurality of emails sent and received by said customer, a plurality of images captured by said customer, a calendar information as part of personal information updated by said customer, a plurality of products bought by said customer, a plurality of services subscribed to by said customer, and a plurality of enquiries made to a contact center regarding said plurality of products and said plurality of services, receiving of a database of customer ontology, wherein said database of customer ontology includes a plurality of domain specific entities, a plurality of relationships among said plurality of domain specific entities, and an annotation of each of said plurality of relationships, wherein said annotation of a relationship of said plurality of relationships includes a plurality of correlation descriptions among a plurality of entities associated with said relationship, analysis of said plurality of transactions with respect to said database of customer ontology to determine a database of entities with respect to said customer, and analysis of said plurality of transactions associated with said customer and said database of entities with respect to said customer to determine said context map with respect to said customer.
1 Assignment
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Accused Products
Abstract
Personalized services and targeted services demand the exploitation of context—say, context of an environment, context of a product, context of a service, and context of a customer or user or individual. In order for the personalized and targeted services to have a greater impact, the identified context used by a context aware processing engine needs to be accurate and current. Such an up-to-date context is called as context map and a system and method for generating a customer-specific context map involves the processing of customer transactions, abstracting and generalizing these transactions into entities, and inter-relating these entities. The context map, for example, is useful in ad targeting in mobile environments, and in quicker and efficient problem resolution in contact center environments.
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Citations
7 Claims
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1. A method for the creation of a context map with respect to a customer, the said method comprising:
- receiving of a plurality of transactions associated with said customer, wherein said plurality of transactions include a plurality of voice calls made and received by said customer, a plurality of text messages sent and received by said customer, a plurality of web pages browsed by said customer, a plurality of emails sent and received by said customer, a plurality of images captured by said customer, a calendar information as part of personal information updated by said customer, a plurality of products bought by said customer, a plurality of services subscribed to by said customer, and a plurality of enquiries made to a contact center regarding said plurality of products and said plurality of services, receiving of a database of customer ontology, wherein said database of customer ontology includes a plurality of domain specific entities, a plurality of relationships among said plurality of domain specific entities, and an annotation of each of said plurality of relationships, wherein said annotation of a relationship of said plurality of relationships includes a plurality of correlation descriptions among a plurality of entities associated with said relationship, analysis of said plurality of transactions with respect to said database of customer ontology to determine a database of entities with respect to said customer, and analysis of said plurality of transactions associated with said customer and said database of entities with respect to said customer to determine said context map with respect to said customer.
- View Dependent Claims (2, 3, 4, 5, 6, 7)
Specification