Targeted marketing to on-hold customer

• US 20110270661A1
• Filed: 05/10/2011
• Published: 11/03/2011
• Est. Priority Date: 03/17/2008
• Status: Active Grant

• Current Assignee: Segmint Inc.
• Original Assignee: Segmint Inc.
• Inventors: Relyea, John F., Shahan, Nathan W., Heiser, Russel Robert II
• Granted Patent: US 8,825,520 B2
• Time in Patent Office: Days
• US Class Current: 705/14.25
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0224 based on user history
• CPC Class Codes: G06Q 30/0255 based on user history
• CPC Class Codes: G06Q 30/0269 based on user profile or attribute
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03
• CPC Class Codes: G06Q 90/00 Systems or methods specially adapted for administrative, commercial, financial, managerial or supervisory purposes, not involving significant data processing
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/4285 Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold
• CPC Class Codes: H04M 3/4878 Advertisement messages
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals

Abstract

Systems and methods are described for delivering targeted content to a customer through a voice response unit (VRU). When the customer calls into the VRU, the customer is prompted to enter identification information. A unique customer identification code (UCIC) associated with the customer is used to look up an anonymized customer profile stored by a third party server. An advertisement identification code (ADIC) associated with the anonymized customer profile is used to identify targeted offers for the customer. The customer is then informed of the targeted offers verbally by the VRU. Optionally, the customer is presented with details of the offer verbally via the VRU. According to another aspect, the customer can select alternate media for delivery of the offer details (e.g., email, text message, etc.).

Claims

1. A method for presenting targeted content to a customer of a financial institution through a voice response unit (VRU), the method comprising:

receiving a call from a customer at a VRU;

identifying the customer;

retrieving an anonymized customer profile for the customer;

matching one or more targeted offers to the customer as a function of key lifestyle indicators (KLIs) in the anonymized customer profile; and

verbally informing the customer through the VRU that the one or more targeted offers is available to the customer.

2. The method of claim 1, further comprising presenting offer details verbally to the customer via the VRU.

3. The method of claim 2, further comprising:

receiving customer input relate to at least one other selected mode of delivery of the offer details.

4. The method of claim 3, wherein the at least one other selected mode of delivery is one or more of mail, email, text message and presentation on a webpage of the financial institution upon the customer logging on to the web page.

5. The method of claim 1, further comprising:

receiving customer input related to at least one selected mode of delivery of details of the one or more targeted offers.

6. The method of claim 5, wherein the at least one selected mode of delivery is one or more of mail, email, text message and presentation on a webpage of the financial institution upon the customer logging on to the web page.

7. The method of claim 1, wherein retrieving the anonymized customer profile comprises:

identifying a unique customer identification code (UCIC) associated with the customer and assigned by the financial institution; and

identifying the anonymized customer profile associated with the identified UCIC.

8. The method of claim 7, wherein identifying the one or more targeted offers comprises:

identifying an advertisement identification code (ADIC) associated with the anonymized customer profile and representing the KLIs therein; and

identifying one or more targeted offers associated with the ADIC.

9. The method of claim 1, wherein the KLIs describe customer attributes that are determined from the customer'"'"'s financial transaction history.

10. A system for presenting targeted content to a customer of a financial institution through a voice response unit (VRU), the system comprising:

a voice response system (VRU) that receives a call from the customer, and receives customer identification information by which the customer is identified;

a third-party server comprising a processor and a memory;

wherein the processor executes computer-executable instructions for;

retrieving an anonymized customer profile for the customer; and

identifying one or more targeted offers for the customer as a function of key lifestyle indicators (KLIs) in the anonymized customer profile;

wherein the VRU informs the customer that the one or more identified targeted offers is available to the customer.

11. The system of claim 10, the instructions further comprising presenting offer details verbally to the customer via the VRU.

12. The system of claim 11, the instructions further comprising:

receiving customer input relate to at least one other selected mode of delivery of the offer details.

13. The system of claim 12, wherein the at least one other selected mode of delivery is one or more of mail, email, text message and presentation on a webpage of the financial institution upon the customer logging on to the web page.

14. The system of claim 10, the instructions further comprising:

receiving customer input related to at least one selected mode of delivery of details of the one or more targeted offers.

15. The system of claim 14, wherein the at least one selected mode of delivery is one or more of mail, email, text message and presentation on a webpage of the financial institution upon the customer logging on to the web page

16. The system of claim 10, wherein the instructions for retrieving the anonymized customer profile comprise instructions for:

identifying a unique customer identification code (UCIC) associated with the customer and assigned by the financial institution; and

identifying the anonymized customer profile associated with the identified UCIC.

17. The system of claim 16, wherein the instructions for identifying the one or more targeted offers include instructions for:

identifying an advertisement identification code (ADIC) associated with the anonymized customer profile and representing the KLIs therein; and

identifying one or more targeted offers associated with the ADIC.

18. The system of claim 10, wherein the KLIs describe customer attributes that are determined from the customer'"'"'s financial transaction history stored at the financial institution.