Method and an apparatus for providing personalized service

• US 6,889,222 B1
• Filed: 12/26/2000
• Issued: 05/03/2005
• Est. Priority Date: 12/26/2000
• Status: Expired due to Term

• Current Assignee: Alvaria Incorporated
• Original Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Inventors: Zhao, Yan
• Primary Examiner(s): Metjahic, Safet
• Assistant Examiner(s): Nguyen, Cindy
• Application Number:
  US09/752,896
• Time in Patent Office: 1,589 Days
• Field of Search: 707/3, 707/10, 709/219
• US Class Current: 1/1
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: Y10S 707/99933 Query processing, i.e. searching

Abstract

A system comprising an analysis engine that interacts with a user profile server and a content management system. The user profile server is used to collect and manage data. The content management system manages a plurality of content types for a plurality of service points in real-time. A service point supports a content type.

Claims

1. A network system comprising:

an analysis engine to interact with a user profile server, a user data collection point and a content management system, the analysis engine to perform an analysis in real-time to generate a recommendation that is associated with a recommended item, the recommendation to include a plurality of content types;

the data collection point to provide data to the analysis engine;

the user profile server to provide user data to the analysis engine;

the content management system to manage the recommendation that is associated with the recommended item and includes the plurality of content types, wherein the plurality of content types includes at least a first content type and a second content type;

a first service point to retrieve a first content type from the content management system, the first content type being included in the recommendation that is associated with the recommended item, the recommendation being personalized for a plurality of users, and the first content type being personalized for a first user; and

a second service point to retrieve a second content type from the content management system, the second content type being included in the recommendation that is associated with the recommended item, the recommendation being personalized for the plurality of users, and the second content type being personalized for a second user.

2. The network system of claim 1, wherein the first service point may be utilized for an at least one of communicating a recommendation for a live agent to a live agent desktop, supporting a request to route data, supporting a request for a live agent assignment, and an providing an outbound campaign service.

3. The network system of claim 1, wherein the analysis engine is to collect data from a plurality of customer contact points.

4. The network system of claim 1, wherein the user profile server includes one of static profile attributes and dynamically generated attributes.

5. The network system of claim 4, wherein input from one of a first live agent and a second live agent updates one of the static profile attributes and the dynamically generated attributes.

6. The network system of claim 1, further comprising:

a client request that is communicated to the analysis engine to trigger the analysis engine to perform the analysis in real-time to generate the recommendation.

7. The network system of claim 1, wherein the user profile server is coupled to a data repository for service data and metadata.

8. The network system of claim 1, wherein the user profile server, the analysis engine, and the content management system operate on at least one of a local and remote server.

22. The method of claim 1, wherein multiple content types may be retrieved by a single user.

23. The method of claim 1, wherein the first content type includes content for live agent assistance and the second content type includes content for customer self-service.

24. The method of claim 1, wherein the content management system includes a plurality of content collections.

25. The method of claim 24, wherein the content management system utilizes the plurality of content collections to control access to the plurality of content types.

9. A method comprising:

receiving a customer profile, preferences and data wherein the customer profile, the preferences and the data are utilized to perform an analysis in real-time to generate a recommendation that is associated with a recommended item, the recommendation to include a plurality of content types;

managing the plurality of content types for a plurality of service points, wherein the plurality of content types include at least a first content type and a second content type;

retrieving the first content type by a first service point, the first content type being included in the recommendation that is associated with the recommended item, the recommendation being personalized for a plurality of users, and the first content type being personalized for a first user; and

retrieving the second content type by a second service point, the second content type being included in the recommendation that is associated with the recommended item, the recommendation being personalized for the plurality of users, and the second content type being personalized for a second user.

10. The method of claim 9, further comprising:

receiving data from a plurality of customer contact points.

11. The method of claim 9, wherein the customer profile is provided by a user profile server coupled to an analysis engine.

12. The method of claim 10, wherein the user profile server includes one of static user profile attributes and dynamically generated attributes.

13. The method of claim 12, further comprising:

updating one of the static profile attribute and the dynamically generated attribute.

14. The method of claim 10, wherein the user profile, the analysis engine, and the content management system are operated on at least one of a local server and a remote server.

15. A machine readable storage media containing executable program instructions which when executed cause a digital processing system to:

receive a customer profile, preferences and data wherein the customer profile, the preferences and the data are utilized to perform an analysis in real-time to generate a recommendation that is associated with a recommended item, the recommendation to include a plurality of content types;

manage the plurality of content types for a plurality of service points, wherein the plurality of content types includes a first content type and a second content type;

retrieve the first content type by the first service point, the first content type included in the recommendation that is associated with the recommended item, the recommendation being personalized for a plurality of users, and the first content type being personalized for a first user; and

retrieve the second content type by the second service point, the first content type being included in the recommendation that is associated with the recommended item, the recommendation being personalized for the plurality of users, and the second content type being personalized for a second user.

16. The machine readable storage media of claim 15, wherein the method further comprises:

managing the plurality of content types for a plurality of service points.

17. The machine readable storage media of claim 15, wherein the method further comprises:

collecting data from a plurality of customer contact points.

18. The machine readable storage media of claim 16, wherein a user profile server is coupled to an analysis engine and a content management system, the content management system manages the plurality of content types.

19. The machine readable storage media of claim 18, wherein the user profile server includes one of static user profile attributes and dynamically generated attributes.

20. The machine readable storage media of claim 19, wherein the method further comprises:

updating one of the static profile attribute and the dynamically generated attribute.

21. The machine readable storage media of claim 19, wherein the user profile server, the analysis engine, and the content management system are operated on at least one of a local server and remote server.

26. A network system comprising:

a first means for interacting with a second means, a third means and a fourth means, the first means for performing an analysis in real-time to generate a recommendation that is associated with a recommended item, the recommendation to include a plurality of content types;

the third means for providing data to the analysis engine;

the second means for providing user data to the analysis engine;

the fourth means for managing the recommendation that is associated with the recommended item and includes the plurality of content types, wherein the plurality of content types includes at least a first content type and a second content type;

a fifth means for retrieving a first content type from the fourth means, the first content type being included in the recommendation that is associated with the recommended item, the recommendation being personalized for a plurality of users, and the first content type being personalized for a first user; and

a sixth means for retrieving a second content type from the fourth means, the second content type being included in the recommendation that is associated with the recommended item, the recommendation being personalized for the plurality of users, and the second content type being personalized for a second user.