On-line negotiations with dynamic profiling

• US 6,886,000 B1
• Filed: 09/29/1999
• Issued: 04/26/2005
• Est. Priority Date: 09/29/1999
• Status: Expired due to Fees

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Aggarwal, Alok, Mittal, Parul Alok
• Primary Examiner(s): Smith, Jeffrey A.
• Application Number:
  US09/407,434
• Time in Patent Office: 2,036 Days
• Field of Search: 705/26, 705/80, 705/10, 705/27, 725/60, 725/61, 395/88.17, 379/92.03, 379/221.05
• US Class Current: 705/80
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/08 Auctions
• CPC Class Codes: G06Q 50/188 Electronic negotiation

Abstract

An e-commerce mechanism tries to dynamically estimate or refine a profile of a buyer and hence change their negotiation strategy in a dynamic and an on-line manner. An e-commerce site can negotiate with a customer based on his or her profile. The e-commerce site may sell one or more types of items to various customers. These customers may be brokers, other intermediaries, businesses or consumers. Similarly, the e-commerce site may be a broker, an auctioneer, an intermediary, a seller, or even a manufacturer. In one specific case of this invention, the existing data on various customers'"'"' past purchases, buying behavior, demographics and other parameters is studied to arrive at attributes which are then used to segment customers into various profiles. The profiles depend not only on the demographic factors but also on factors like the season, the time of day, the geographical area and the cultural upbringing. When a new customer comes to the e-commerce site, the customer is assigned to a pre-specified profile in an on-line manner. The e-commerce site then negotiates with the customer according to the customer'"'"'s present profile. As the customer negotiates, the customer'"'"'s profile is dynamically updated to incorporate the customer'"'"'s actions. Different profiles may yield different negotiation strategies and also different results, i.e., value, price, points, delivery dates, etc. Both the customer and the e-commerce site can negotiate on the basis of each other'"'"'s dynamic profiles and come to a mutually agreed settlement.

Claims

1. A computer assisted on-line negotiation method comprising the steps of:

generating off-line by an on-line e-commerce site static customer profiles based on past history that the site has about various customers, including multiple value attributes;

assigning by the on-line e-commerce site a static customer profile to a new customer visiting the on-line e-commerce site, the initial assignment to a profile being based on said static customer profiles and whatever information is available about the customer at the time of assignment;

capturing at a customer computer interface the on-line e-commerce site'"'"'s actions, said actions being observed prior to a visit by the customer to the site for a negotiation;

formulating at said customer computer interface a predetermined profile of the on-line e-commerce site based on past history that the customer computer interface has about various e-commerce sites, including multiple value attributes and said captured actions;

negotiating by the on-line e-commerce site with the customer computer interface based on a dynamically changing profile of the customer;

negotiating by the customer via said customer computer interface with the on-line e-commerce site based on a dynamically changing profile of the site;

dynamically changing by the on-line e-commerce site the customer'"'"'s static profile during negotiations based on an observed behavior of the customer via the customer computer interface; and

dynamically changing by the customer computer interface the on-line e-commerce site'"'"'s predetermined profile during negotiations based on an observed behavior of the on-line e-commerce site;

wherein said customer profiles are comprised of computer stored information usable to the advantage of the e-commerce site in said on-line negotiation with customers and said e-commerce site profile is comprised of computer stored information usable to the advantage of the customer in said on-line negotiation.

2. The computer assisted on-line negotiation method recited in claim 1, further comprising the step of updating by the on-line site past history information based on the negotiations with the customer, said customer using said customer computer interface in the negotiations.

3. The computer assisted on-line negotiation method recited in claim 2, wherein the attributes included in the past history information include non-quantitative information.

4. The computer assisted on-line negotiation method recited in claim 3, wherein the non-quantitative information includes season and time of day.

5. The computer assisted on-line negotiation method recited in claim 1, further comprising the steps of:

capturing by the on-line e-commerce site direct interactions by the customer with the on-line e-commerce site via the customer'"'"'s computer interface, said direct interactions including the customer'"'"'s “

click-through stream”

; and

analyzing said direct interactions with the on-line e-commerce site to update the customer'"'"'s dynamically changing profile.

6. The computer assisted on-line negotiation method recited in claim 5, wherein the other direct interaction includes the customer'"'"'s voice and physical actions.

7. The computer assisted on-line negotiation method recited in claim 1, further comprising the steps of:

storing at said customer computer interface a formulated profile of the on-line e-commerce site in a database of on-line e-commerce site profiles; and

accessing the on-line e-commerce site from the database by the customer using said customer computer interface to begin negotiations with the on-line e-commerce site.

8. The computer assisted on-line negotiation method recited in claim 7, further comprising the step of dynamically modifying by the customer computer interface the on-line e-commerce site'"'"'s profile during negotiations with the on-line e-commerce site based on actions by the on-line e-commerce site.

9. The computer assisted on-line negotiation method recited in claim 8, wherein actions by the on-line e-commerce site on which the site'"'"'s profile is dynamically modified include offering of terms, said terms including prices of items for sale, packaged deals and bonuses.

10. A computer implemented decision support system for on-line negotiation, said system including computer readable media having computer code embodied therein, said computer code comprising:

first computer code for generating off-line by an on-line e-commerce site static customer profiles based on past history that the site has about various customers, including multiple value attributes;

second computer code for assigning by the on-line e-commerce site a static customer profile to a new customer visiting the on-line e-commerce site, the initial assignment to a profile being based on said static customer profiles and whatever information is available about the customer at the time of assignment;

third computer code for capturing at a customer computer interface the on-line e-commerce site'"'"'s actions, said actions being observed prior to a visit by the customer to the site for a negotiation;

fourth computer code for formulating at said customer computer interface a predetermined profile of the on-line e-commerce site based on past history that the customer computer interface has about various e-commerce sites, including multiple value attributes and said captured actions;

fifth computer code for negotiating by the on-line e-commerce site with the customer computer interface based on a dynamically changing profile of the customer;

sixth computer code for negotiating by the customer via said customer computer interface with the on-line e-commerce site based on a dynamically changing profile of the site;

seventh computer code for dynamically changing by the on-line e-commerce site the customer'"'"'s static profile during negotiations based on an observed behavior of the customer via the customer computer interface; and

eighth computer code for dynamically changing by the customer computer interface the on-line e-commerce site'"'"'s predetermined profile during negotiations based on an observed behavior of the on-line e-commerce site;

wherein said customer profiles are comprised of computer stored information usable to the advantage of the e-commerce site in said on-line negotiation with customers and said e-commerce site profile is comprised of computer stored information usable to the advantage of the customer in said on-line negotiation.

11. The computer implemented decision support system recited in claim 10, further comprising ninth computer code for updating by the on-line site past history information based on the negotiations with the customer, said customer using said customer computer interface in the negotiations.

12. The computer implemented decision support system recited in claim 11, wherein the attributes included in the past history information include non-quantitative information.

13. The computer implemented decision support system recited in claim 12, wherein the non-quantitative information includes season and time of day.

14. The computer implemented decision support system recited in claim 10, further comprising:

tenth computer code for capturing by the on-line e-commerce site direct interactions by the customer with the on-line e-commerce site via the customer'"'"'s computer interface, said direct interactions including the customer'"'"'s “

click-through stream”

; and

eleventh computer code for analyzing said direct interactions with the on-line e-commerce site to update the customer'"'"'s dynamically changing profile.

15. The computer implemented decision support system recited in claim 14, wherein the other direct interaction includes the customer'"'"'s voice and physical actions.

16. The computer implemented decision support system recited in claim 10, further comprising:

twelfth computer code for storing at said customer computer interface a formulated profile of the on-line e-commerce site in a database of on-line e-commerce site profiles; and

thirteenth computer code for accessing the on-line c-commerce site from the database by the customer using said customer computer interface to begin negotiations with the on-line e-commerce site.

17. The computer implemented decision support system recited in claim 16, further comprising fourteenth computer code for dynamically modifying by the customer computer interface the on-line e-commerce site'"'"'s profile during negotiations with the on-line e-commerce site based on actions by the on-line e-commerce site.

18. The computer implemented decision support system recited in claim 17, wherein actions by the on-line e-commerce site on which the site'"'"'s profile is dynamically modified include offering of terms, said terms including prices of items for sale, packaged deals and bonuses.

19. A computer implemented decision support system for on-line negotiation, comprising:

a merchant decision support system for an on-line e-commerce site, said system further comprising computer readable media having embodied therein computer code

generating off-line static customer profiles based on past history that the site has about various customers, including multiple value attributes,

assigning a static customer profile to a new customer visiting the on-line e-commerce site, the initial assignment to a profile being based on said static customer profiles and whatever information is available about the customer at the time of assignment,

negotiating with a customer via a customer computer interface based on a dynamically changing profile of the customer, and

dynamically changing the customer'"'"'s static profile during negotiations based on an observed behavior of the customer via the customer computer interface; and

a customer decision support system, said system further comprising computer readable media having embodied therein computer code for

capturing at the customer computer interface the on-line e-commerce site'"'"'s actions, said actions being observed prior to a visit by the customer to the site for a negotiation,

formulating a predetermined profile of the on-line e-commerce site based on past history that the customer computer interface has about various e-commerce sites, including multiple value attributes and said captured actions,

negotiating by the customer via said customer computer interface with the on-line e-commerce site based on a dynamically changing profile of the site, and

dynamically changing the on-line e-commerce site'"'"'s predetermined profile during negotiations based on an observed behavior of the on-line e-commerce site,

wherein said customer profiles are comprised of computer stored information usable to the advantage of the merchant in said on-line negotiation with customers and said e-commerce site profile is comprised of computer stored information usable to the advantage of the customer in said on-line negotiation.