Customer interaction tracking

• US 6,014,647 A
• Filed: 07/08/1997
• Issued: 01/11/2000
• Est. Priority Date: 07/08/1997
• Status: Expired due to Term

• Current Assignee: FMR LLC
• Original Assignee: Keith D. Mcneill, Marcia M. Nizzari
• Inventors: Nizzari, Marcia M., McNeill, Keith D.
• Primary Examiner(s): Peeso, Thomas R.
• Application Number:
  US08/889,352
• Time in Patent Office: 917 Days
• Field of Search: 395/200.33, 395/200.46, 395/200.47, 395/200.49, 395/200.61, 705/39, 707/1, 707/3, 707/6, 707/10, 707/102, 707/104
• US Class Current: 705/39
• CPC Class Codes: G06Q 20/10 specially adapted for electronic funds transfer [EFT] systems; specially adapted for home banking systems
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: Y10S 707/99931 Database or file accessing
• CPC Class Codes: Y10S 707/99933 Query processing, i.e. searching

Abstract

A method for processing transaction data to provide easy access to customer interaction information that may not have been otherwise available or easily accessible. Mining stored information related to interactions with a customer produces personalized customer information that is stored in an interaction database. The personalized customer information is retrieved from the interaction database and used while interacting with the customer. The invention also provides a method for customized interaction processing. The structure of data stored the interaction database and rules are specified by meta data. The invention also provides a method for arranging references to stored interaction information in multiple disparate databases.

Claims

1. A method of processing an interaction between a customer and a business comprising:

accessing stored information related to interactions with the customer to produce personalized customer information;

storing the personalized customer information in an interaction database;

retrieving the personalized customer information from the interaction database; and

automatically interacting with the customer in accordance with the retrieved information;

the interacting including an operator speaking to the customer;

the method further comprising presenting the personalized customer information to the operator.

2. The method of claim 1 wherein automatically interacting with the customer includes communicating with the customer by voice over a telephone channel.

3. The method of claim 1 wherein automatically interacting with the customer includes communicating with the customer over a data channel.

4. The method of claim 3 wherein the data channel is a data network.

30. The system of claim 2 wherein the stored information includes an audio recording.

5. A method of processing an interaction between a customer and a business comprising:

accessing stored information related to interactions with the customer to produce personalized customer information;

storing the personalized customer information in an interaction database;

retrieving the personalized customer information from the interaction database; and

automatically interacting with the customer in accordance with the retrieved information, by

determining a destination to which to route a telephone call with the customer; and

routing the telephone call to that destination.

6. A method comprising,

accessing stored information related to interactions with a customer to produce personalized customer information;

the personalized customer information including a characterization of previous interactions with the customer;

storing the personalized customer information from the interaction database;

retrieving the personalized customer information from the interaction database; and

interacting with the customer in accordance with the retrieved information.

7. The method of claim 6 wherein the personalized customer information includes an indication of the customer'"'"'s membership in a defined group of customers.

8. A method comprising:

detecting patterns in elements of the stored information related to interactions with a customer

producing personalized customer information in accordance with the detected patterns;

storing the personalized customer information in an interaction database;

retrieving the personalized customer information from the interaction database; and

interacting with the customer in accordance with the retrieved information.

9. The method of claim 8 wherein the elements of the stored information include a natural language text passage, a stored image, or an audio recording.

10. A method comprising:

grouping elements of stored information

related to interactions with a customer to produce personalized customer information, the personalized customer information including a reference to the group of elements formed;

storing the personalized customer information in an interaction database;

retrieving the personalized customer information from the interaction database; and

interacting with the customer in accordance with the retrieved information.

11. A method comprising:

tracking a series of interactions with a customer that occurred at different times;

producing personalized customer information in accordance with a state of the tracked series of interactions;

storing the personalized customer information in an interaction database;

retrieving the personalized customer information from the interaction database; and

interacting with the customer in accordance with the retrieved information.

12. A method for customized interaction processing comprising:

accepting meta data;

structuring data stored in an interaction database in accordance with the meta data;

storing rules specified by the meta data;

processing stored interaction information in accordance with the stored rules; and

storing in the interaction database in accordance with the meta data the result of processing the stored interaction information.

13. The method of claim 12 wherein the interaction database includes a relational database and structuring the data includes extending the schema of the relational database.

14. The method of claim 13 further comprising:

accepting a meta data specification; and

compiling the meta data specification to produce the meta data.

15. The method of claim 13 further comprising accessing the relational database using the extended schema.

16. The method of claim 12 further comprising determining which stored interaction information can be processed in accordance with one of the stored rule.

17. The method of claim 16 further comprising interacting with a customer, and wherein the determining and processing are performed during the interacting.

18. The method of claim 12 wherein the stored rules include rules defining unexpected events, and the method further includes:

interacting with a customer;

entering information about events involving the customer; and

determining whether an event involving the customer is unexpected in accordance with the stored rules.

19. A method for arranging references to stored interaction information in disparate databases comprising:

storing transaction records each referencing one or more records in the disparate databases;

grouping the transaction records into groups;

storing event records each referencing one of the groups of transaction records;

grouping the event records into groups;

storing interaction records each referencing one of the groups of event records;

grouping the interaction records into groups;

storing container records each referencing one of the groups of related interaction records; and

accessing a record in one of the disparate databases in accordance with references in a container or an interaction record.

20. The method of claim 19 wherein the disparate databases include a text passage, a stored image, or an audio recording;

storing transaction records each referencing one or more records in the disparate databases;

grouping the transaction records into groups;

storing event records each referencing one of the groups of transaction records;

grouping the event records into groups;

storing interaction records each referencing one of the groups of event records;

grouping the interaction records into groups;

storing container records each referencing one of the groups of related interaction records; and

accessing a record in one of the disparate databases in accordance with references in a container or an interaction record.

21. The method of claim 19 further comprising deleting transaction or event records wherein the transaction or event records are accessed through a single interaction or container record.

22. A system for interacting with a customer comprising:

stored transaction information related to interactions with the customer; and

an interaction database including personalized customer information obtained by mining accessing the stored information further comprising an automated system which controls an interaction with the customer, wherein the automated system controls the interaction in accordance with the personalized customer information.

23. The system of claim 22 further comprising an agent application, wherein the personalized customer information is presented through the agent application to an agent interacting with the customer.

24. The system of claim 22 wherein the automated system includes an automated telephone interaction system which communicates with the customer by voice over a telephone channel.

25. The system of claim 22 wherein the automated system further includes a telephone call router wherein a telephone call with the customer is routed according to the personalized customer information.

26. The system of claim 22 wherein the automated system includes an online application used to communicate with the customer over a data channel.

27. The system of claim 22 wherein the personalized customer information includes a characterization of previous interactions with the customer.

28. The system of claim 22 wherein the personalized customer information includes an indication of the customer'"'"'s membership in a specified group of customers.

29. The system of claim 22 wherein the stored information includes a natural language text passage.

31. The system of claim 22 wherein the stored information includes a stored image.

32. A system for interacting with a customer comprising:

stored transaction information related to interactions with the customer; and

an interaction database including personalized customer information obtained by accessing the stored information; and

further comprising a pattern recognizer for detecting patterns in elements of the stored information.

33. A system for interacting with a customer comprising:

stored transaction information related to interactions with the customer; and

an interaction database including personalized customer information obtained by accessing the stored information; and

wherein the stored information includes elements grouped during mining the stored information, and wherein the personalized customer information includes a reference to the plurality of elements.

34. A system for customized interaction processing comprising:

stored information related to interactions with the customer; and

an interaction database including meta data and interaction data, wherein an arrangement of the interaction data is specified by the meta data;

wherein the meta data includes processing rules, and wherein the interaction data includes the result of processing the stored information according to the processing rules.

35. The system of claim 34 wherein the interaction database includes a relational database and the arrangement of stored data includes the schema of the relational database.

36. The system of claim 34 further comprising a data model compiler, and wherein the meta data includes compiled meta data produced by the data model compiler.

37. The system of claim 34 wherein the processing rules includes rules defining unexpected event.

38. Customer interaction data stored on a computer readable medium and referencing disparate databases, the data comprising:

transaction records each referencing one or more records in the referencing disparate databases;

groups of transactions records each corresponding to a group of transaction records;

event records each referencing one of the groups of transaction records;

groups of event records each corresponding to a group of event records;

interaction records each referencing one of the groups of event records;

groups of related interaction records; and

container records each referencing one of the groups of related interaction records.

39. A computerized system for processing an interaction between a customer and a business, the system programmed to perform the functions of:

accessing stored information related to interactions with the customer to produce personalized customer information;

storing the personalized customer information in an interaction database;

retrieving the personalized customer information from the interaction database; and

interacting with the customer in accordance with the retrieved information.

40. A computerized system for customized interaction processing, the system programmed to perform the functions of:

accepting meta data;

customizing an interaction database such that the structure of data stored in the interaction database is specified by the meta data;

storing rules specified by the meta data;

processing stored interaction information in accordance with the stored rules; and

storing in the customized interaction database in accordance with the meta data the result of processing the stored interaction information.