APPARATUS AND METHODS FOR CUSTOMER INTERACTION MANAGEMENT

• US 20100076895A1
• Filed: 09/24/2008
• Published: 03/25/2010
• Est. Priority Date: 09/24/2008
• Status: Abandoned Application

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Spencer, Hazel R., Baxter, Lincoln A., Welch, David
• Application Number:
  US12/237,058
• Publication Number:
  US 20100076895A1
• Time in Patent Office: Days
• US Class Current: 705/80
• CPC Class Codes: G06Q 10/0637 Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 50/188 Electronic negotiation

Abstract

Apparatus and methods for selecting an offer for presentation to a customer of a bank are provided. The methods may include optimizing historical customer data; selecting an offer based on the historical customer data; and, based at least in part on recent customer data, determining whether to present the offer to the customer. Optimizing the historical data may involve performing batch processing on the historical data. The recent customer data may be updated in real time. Offers may be generated and selected for presentation to the customer based on the historical data, the recent data and rules. One or more offers that are generated may be removed from consideration based on the recent customer data, which may provide real-time information about the customer and/or the customer'"'"'s needs.

Claims

1. A method for selecting an offer for presentation to a customer of an entity, the method comprising:

retrieving historical customer data;

formulating an offer based on the historical customer data; and

,

based at least in part on recent customer data, determining whether to present the offer to the customer.

2. The method of claim 1 further comprising optimizing the historical data to produce a synoptic data corresponding to the customer, the synoptic data set including at least one data record that correspond to a customer attribute.

3. The method of claim 2 wherein the optimizing the historical data to produce a synoptic data corresponding to the customer, comprises generating at least one offer that correspond to a customer attribute.

4. The method of claim 2 wherein the optimizing historical customer data comprises analyzing a plurality of historical customer interaction records, each historical customer interaction record corresponding to an interaction between the customer and the entity.

5. The method of claim 4 wherein the analyzing comprises evaluating each historical customer interaction record based on a parameter selected by the entity, the parameter corresponding to an entity marketing objective.

6. The method of claim 4 wherein the optimizing historical customer data comprises evaluating each historical customer interaction record based on a historical offer associated with the record.

7. The method of claim 4 wherein the formulating comprises applying at least one rule to each historical customer interaction record.

8. The method of claim 7 wherein the determining whether to present the offer to the customer comprises eliminating the offer based on the recent customer data.

9. The method of claim 7 wherein the determining further comprises eliminating the offer based on a correspondence between the offer and a previously prevented offer included in the recent customer data.

10. The method of claim 7 wherein the determining further comprises eliminating the offer based on a correspondence between the offer and a previously acquired product included in the recent customer data.

11. The method of claim 1 further comprising:

presenting the offer to the customer;

receiving customer response information from the customer in response to the offer; and

updating the recent customer data using the customer response information.

12. One or more computer-readable medium storing computer-executable instructions which, when executed by a processor on a computer system, performs a method for selecting an offer for presentation to a customer of an entity, the method comprising:

optimizing historical customer data;

formulating an offer based on the historical customer data; and

,

based at least in part on recent customer data, determining whether to present the offer to the customer;

wherein the optimizing historical customer data comprises analyzing a plurality of historical customer interaction records, each historical customer interaction record corresponding to an interaction between the customer and the entity.

13. The media of claim 12 wherein, in the method, the analyzing comprises evaluating each historical customer interaction record based on a parameter selected by the entity, the parameter corresponding to a entity marketing objective.

14. The media of claim 12 wherein, in the method, the optimizing historical customer data comprises evaluating each historical customer interaction record based on a historical offer associated with the record.

15. The media of claim 12 wherein, in the method, the formulating comprises applying at least one rule to each historical customer interaction record.

16. The media of claim 12 wherein, in the method, the determining whether to present the offer to the customer comprises eliminating the offer based on the recent customer data.

17. The media of claim 16 wherein, in the method, the determining further comprises eliminating the offer based on a correspondence between the offer and a previously prevented offer included in the recent customer data.

18. The media of claim 16 wherein, in the method, the determining further comprises eliminating the offer based on a correspondence between the offer and a previously acquired product included in the recent customer data.