CROSS CHANNEL REAL TIME AWARENESS FRAMEWORK
First Claim
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1. A computer-implemented method, comprising:
- providing an automated service interface at a device of a user through a first channel of an enterprise having a plurality of channels, the automated service interface including a plurality of user interface elements enabling the user to initiate at least one transaction related to a product or service offered to the user by the enterprise;
detecting user interaction with at least one user interface element from the plurality of user interface elements of the automated service interface;
capturing transaction data in real time for the user based on the detected user interaction with the automated service interface of the first channel; and
sharing in real time the transaction data captured for the user in the first channel with at least one second channel of the enterprise, the captured transaction data being shared in association with a unique global identifier identifying the user across the plurality of channels of the enterprise, wherein the shared transaction data is used by the second channel for processing a transaction request from the user in the second channel.
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Abstract
Techniques and equipment for enabling a cross-channel real time awareness framework for capturing and storing transaction data in real time for a user via an interface in a first channel of an enterprise are disclosed. The stored transaction data are made accessible to a second channel of the enterprise for processing transaction requests received from the user via an interface in the second channel, and, if desired, modify an interactive process flow associated with the interface in the second channel.
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Citations
25 Claims
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1. A computer-implemented method, comprising:
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providing an automated service interface at a device of a user through a first channel of an enterprise having a plurality of channels, the automated service interface including a plurality of user interface elements enabling the user to initiate at least one transaction related to a product or service offered to the user by the enterprise; detecting user interaction with at least one user interface element from the plurality of user interface elements of the automated service interface; capturing transaction data in real time for the user based on the detected user interaction with the automated service interface of the first channel; and sharing in real time the transaction data captured for the user in the first channel with at least one second channel of the enterprise, the captured transaction data being shared in association with a unique global identifier identifying the user across the plurality of channels of the enterprise, wherein the shared transaction data is used by the second channel for processing a transaction request from the user in the second channel. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A method, comprising:
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interacting with a consumer via network communications from a first system associated with a first channel of an enterprise offering goods or services, the first system providing a first type of user interface for the consumer in the first channel, the first type of user interface implementing an interactive process flow having a plurality of steps for the consumer to perform in order to initiate and complete a transaction for a purchase of a good or service offered by the enterprise; storing transaction data related to one or more of the plurality of steps of the interactive process flow performed by the consumer via the first type of user interface in the first channel; receiving at a second system associated with a second channel of the enterprise via network communications, and within a predetermined period of time following the interaction with the consumer via the first type of user interface in the first channel, a communication request from the consumer via a second type of user interface provided by the second system; upon receiving the request at the second system of the second channel, retrieving the stored transaction data about the one or more steps of the interactive process flow performed by the consumer in the first channel; and interacting with the consumer in the second channel via the second type of user interface provided by the second system based on the retrieved transaction data, wherein at least a portion of the interaction with the consumer via the second type of user interface in the second channel is responsive to the retrieved transaction data about the one or more steps of the interactive process flow that the consumer performed in the first channel.
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16. A system, comprising:
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a first system coupled to a network and configured to interact with a user for an enterprise offering goods or services, the first system also being configured to provide a first channel with a first type of user interface for the user; a second system coupled to a network and configured to interact with the user for the enterprise, the second system also being configured to provide a second channel with a second type of user interface for the user; at least one database accessible to a processor of the first system and a processor of the second system; wherein the first system is further configured to; provide the first type of interface at a device of a user through the first channel of the enterprise, the first type of interface including a plurality of user interface elements enabling the user to initiate at least one transaction related to a purchase of one or more of the goods or services offered by the enterprise; detect user interaction with at least one user interface element from the plurality of user interface elements of the automated service interface; capture transaction data in real time for the user based on the detected user interaction with the automated service interface of the first channel; store the captured transaction data from the first channel to a data store in the enterprise, the captured transaction data stored in association with a unique global identifier identifying the user across the channels of the enterprise; and activate a data service for providing the stored transaction data to the second system; and wherein the second system is further configured to; receive a transaction request from the user via the second type of user interface in the second channel; and process the received transaction request from the user based on the stored transaction request corresponding to the transaction initiated in the first channel. - View Dependent Claims (17, 18, 19, 20, 21, 22, 23, 24, 25)
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Specification