Method and Apparatus for Building a User Profile, for Personalization Using Interaction Data, and for Generating, Identifying, and Capturing User Data Across Interactions Using Unique User Identification

• US 20140207518A1
• Filed: 01/22/2014
• Published: 07/24/2014
• Est. Priority Date: 01/23/2013
• Status: Active Grant

• Current Assignee: [24]7.ai, Inc.
• Original Assignee: 24/7 Customer Incorporated
• Inventors: KANNAN, Pallipuram V., VIJAYARAGHAVAN, Ravi, ADUSUMILLI, Kranthi Mitra
• Granted Patent: US 10,089,639 B2
• Time in Patent Office: Days
• US Class Current: 705/7.29
• CPC Class Codes: G06F 16/958 Organisation or management of web site content, e.g. publishing, maintaining pages or automatic linking
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34

Abstract

A user profile is creates, and personalization is provided, by compiling interaction data. The interaction data is compiled to generate a value index or score from a user model. Parameterized data is used to build tools which help decide an engagement strategy and modes of engagement with a user. Several facets relating to the user, such as user behavior, user interests, products bought, intent, chat language, and so on, are compiled to create a user profile based personalization technique. In another embodiment, a unique ID is provided that can be mapped across multiple channels for use by the user to contact various organizations across multiple channels, and thus upgrade the user'"'"'s experience.

Claims

1. A computer implemented method for user analysis, comprising:

providing a processor for obtaining data sets related to a user including user data, interaction data, transaction data, and aggregate data;

said processor analyzing the data relating to the user to identify behavioral characteristics;

said processor parameterizing the data to generate behavioral scores based on behavioral characteristics and aggregate data;

said processor generating a user profile for the user based on the behavioral scores;

said processor generating a personalization engine based on the user profile;

said processor targeting relevant content using the personalization engine; and

said processor delivering personalized content to the user based on the targeting.

2. A computer implemented method for building a user profile and for user personalization, comprising:

providing a processor for compiling and analyzing user related data;

said processor continuously generating a user profile to provide personalized services by evaluating a plurality of different sets of said data collected across a plurality of channels, multiple data sources, and unique identifiers comprising all of unique data which corresponds to unique identification parameters of the user, aggregate data, transaction data, and interaction data, said profile including information that uniquely identifies a user as well as the user'"'"'s previous interaction experience and personal information which is used to refine results in response to queries submitted by the user;

said processor parameterizing said user related data to generate a behavioral score; and

said processor using said parameterized data and said behavioral score to build tools which decide how and when to engage with a particular user.

3. The method of claim 2, further comprising:

said processor using a personalization engine for any of;

identifying at least one user and to target relevant content to be delivered to said users;

extracting and analyzing key concepts and items of information that said user makes known to customize content delivery;

tracking trends in user behavior, user interests, and technology configurations which may be tracked to identify user involvement levels and trends; and

providing any of recommendations, alerts, and notifications to the user.

4. The method of claim 2, further comprising:

said processor generating a score for user behavior characteristics by any of a ranking procedure and statistical techniques.

5. The method of claim 2, further comprising:

said processor generating a value index or behavioral score of a user based on the amount of personal information the user has explicitly or implicitly disclosed.

6. The method of claim 2, wherein said unique data comprises any of name, e-mail ID, social networking websites ID, vehicle number, and credit card number.

7. The method of claim 2, wherein said aggregate data comprises any of products bought, service intents, client loyalty, devices owned, channel propensity, geography, age group, ethnicity, and lifestyle attributes of the user.

8. The method of claim 2, wherein said transaction data comprise any of location, browsing pattern, travelling trigger, income details, marital status, laptop usage pattern, and social media interests of the user.

9. The method of claim 2, wherein said interaction data comprises any of chatting pattern (data), calls of the user, and any other interaction that occurs between the user and a chat agent.

10. The method of claim 2, wherein said personalized services comprise any of product recommendation, proactive notifications and personalized offers.

11. The method of claim 2, further comprising:

modeling user behavior to identify any of the user'"'"'s tastes, context, and location change.

12. The method of claim 11, further comprising:

determining any of user channel propensity based on past interactions and price preference for a particular brand from a particular interaction.

13. The method of claim 2, further comprising:

said processor evaluating feedback of other similar users to determine how a similar user responds to similar needs.

14. The method of claim 2, further comprising:

compiling granular data comprising any of user confidential information, interaction data from chats, Web logs, and voice, identity data, location logs, travel data, financial data, customer relationship management (CRM) data, demographic data, product usage, and social networking interactions;

compiling user profile data related to behavioral data, identity data, and certain sets of granular data which are parameterized;

performing user modeling by application of an algorithm, extracted feature sets, and responses based on user interactions;

classifying results based on user modeling to obtain scores and action sets; and

creating a personalization application or sets of personalization applications based on the results.

16. The method of claim 2, further comprising:

receiving a request from said user through at least one of a plurality of channels;

obtaining or assigning a unique identifier to the user;

obtaining user data based on the unique identifier from two of the plurality of channels;

storing the user data based on the identifier;

said processor using said stored user data in connection with generating said profile.

15. The method of claim further comprising:

said processor obtaining said feature sets for user modeling by any of as probabilistic latent semantic analysis (PLSA) and term frequency inverse document frequency (Tf-idf) techniques.

17. A computer implemented method for user analysis, comprising:

receiving a request from a user through at least one of a plurality of channels;

obtaining or assigning a unique identifier to the user;

obtaining user data based on the unique identifier from two of the plurality of channels;

storing the user data based on the identifier;

analyzing the stored user data to determine user insights.

18. A computer implemented method for capturing user data across interactions using unique user identification, comprising;

providing a processor for implementing a user management module, said user management module either querying said user for at least one personal identifier or automatically identifying at least one user identifier when said user interacts with said user management module;

said user management module generates a unique ID for said user when said user management module receives said personal identifier from the user;

wherein said unique ID is common for said user across all channels of interaction and across a plurality of organizations with which said user interacts.

19. The method of claim 18, wherein said personal identifier comprises any of said user name, telephone number, and email ID.

20. The method of claim 18, wherein said unique ID comprises any of a unique alphanumeric user name;

a unique telephone number, where said telephone number is specifically assigned for use by said user across any organization and any channel of communication; and

a unique Web link, where said Web link is specifically assigned for use by said user and wherein a landing page of said Web link is customized for said user.

21. The method of claim 18, further comprising:

said user management module querying said user for the type of unique ID said user desires to possess; and

said user management module generating said unique ID based on the response of the user to the query.

22. The method of claim 18, further comprising:

said user management module tracking and storing a journey of the user at the time of generating and assigning said unique user ID to the user.

23. The method of claim 18, further comprising:

said user management module identifies said user based on said unique ID when said user for whom a unique ID has been generated and assigned contacts said user management module.

24. The method of claim 23, further comprising:

said user management module querying said user regarding a service that said user is requesting once said user has been identified;

said user management module tracking said user interaction journey and storing relevant information from said journey in a database; and

said user management module using said information for any of building, updating, and modifying a user profile that is linked to said unique ID.

25. The method of claim 24, wherein said user interaction journey comprises any of time of interaction, mode of interaction, content or nature of query, and user location.

26. The method of claim 18, wherein said user management module queries said user by any of an interactive voice response (IVR) system, a manual or automated chat session), a human agent, and a popup widget in a Web page.

27. The method of claim 18, further comprising:

said user management module attempting to enable said user to engage with a requested service when a response is received by the user management module from the user.

28. The method of claim 18, further comprising:

said user management module checking for appropriate contact details of an organization and directing said user to said organization if said contact details are present.

29. The method of claim 18, further comprising:

said user management module contacting directory assistance, obtaining a phone number of an organization, placing a telephone call to the telephone number of an organization; and

said user management module connecting said user to said telephone call when said telephone call to said organization connected.

30. The method of claim 18, further comprising:

after identifying the unique ID of said user and querying said user as a requested service, said user management module routing said user to a Web page of an organization.

31. The method of claim 18, further comprising:

said user management module operatively communicating with a customer care center of an organization from which said user intend to request services.

32. The method of claim 31, further comprising:

said user management module recording interactions between said user and said customer service center during a user journey in a database; and

said user management module using information stored in said database for any of building, updating, and modifying a user profile linked to said unique ID.