Personalized interactive network architecture

• US 7,370,004 B1
• Filed: 05/04/2000
• Issued: 05/06/2008
• Est. Priority Date: 11/15/1999
• Status: Expired due to Term

• Current Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Original Assignee: The Chase Manhattan Bank (JP Morgan Chase & Co)
• Inventors: Holme, Jennifer, Patel, Ameet, Caiazzo, Anthony
• Primary Examiner(s): PATEL, JAGDISH
• Application Number:
  US09/564,783
• Time in Patent Office: 2,924 Days
• Field of Search: 705/14, 705/26, 705/27
• US Class Current: 705/14.37
• CPC Class Codes: G06Q 20/108 Remote banking, e.g. home banking
• CPC Class Codes: G06Q 20/382 insuring higher security of transaction
• 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: G06Q 30/0203 Market surveys; Market polls
• CPC Class Codes: G06Q 30/0204 Market segmentation
• CPC Class Codes: G06Q 30/0237 at kiosk
• CPC Class Codes: G06Q 30/0239 Online discounts or incentives
• CPC Class Codes: G06Q 30/0251 Targeted advertisements
• CPC Class Codes: G06Q 30/0256 User search
• CPC Class Codes: G06Q 30/0269 based on user profile or attribute
• CPC Class Codes: G06Q 30/0271 Personalized advertisement
• CPC Class Codes: G06Q 30/0613 Third-party assisted
• CPC Class Codes: G06Q 30/0631 Item recommendations
• CPC Class Codes: G06Q 40/00 Finance; Insurance; Tax strategies; Processing of corporate or income taxes

Abstract

A system for personalizing interaction between a user communicating over at least one communication channel and a provider of information/products/services, the user having a communication device for communication over the channel with the provider, the system comprising a channel interface for interfacing with the channel, an information/product/service interface for interfacing with an information/product/service provider; and a knowledge management system coupled to the channel and information/product/service interface, the knowledge management system comprising a knowledge management repository storing information concerning the user, the information obtained from interaction with the user over the channel including current interactions between the user and the knowledge management system, and further storing information concerning a plurality of information/products/services to offer to the user, and a personalization engine for making a decision as to which of the plurality of information/product/services to present to the user over the communication channel based on the stored information in the knowledge management repository.

Claims

1. A method for an enterprise having multiple business units to communicate with a user over multiple channels, the method comprising:

interfacing with the user over at least one of the multiple channels;

storing potential offers available to the user in an offer database, the potential offers being supplied from the multiple business units;

storing a user profile with respect to the user in a user profile database; and

determining which of the potential offers to present to the user and which of the multiple channels over which to make the presentation based on the stored user profile and the stored potential offers.

2. The method of claim 1, further comprising forming the user profile based on current interactions with the user.

3. The method of claim 1, further comprising storing information in a knowledge management repository in a plurality of selected ones of the following:

a contact database, workflow database, security database, audit database, customer preference database, customer entitlement database, content database, application database, data warehouse, data mart, customer profile database, segmentation database, business rules database, campaign rules database and product/service/information database;

wherein said determining is further based on said information.

4. The method of claim 2, further comprising forming the user profile based on current and past interactions with the user.

5. The method of claim 4, wherein the user profile includes information about the user including at least one of information/product/service preference, address/telephone number, demographic information, user interests and other user identification information.

6. The method of claim 1, further comprising storing rules in a rules database, wherein said determining is further based on said rules.

7. The method of claim 6, further comprising storing in a campaign data base a plurality of potential campaigns to present to the user and making a determination of at least one potential campaign to present to the user.

8. The method of claim 7, further comprising providing user profile information from the user profile database to personalize the potential offers to present to the user.

9. The method of claim 8, further comprising managing contact with a customer service representative of a provider of the potential offers to present to the user.

10. The method of claim 8, further comprising assembling information personalized to the user using selected display objects stored in a content data base for display on a user'"'"'s communication device.

11. The method of claim 10, further comprising providing information for updating the user profile regarding user related events.

12. The method of claim 10, further comprising providing a content repository for at least one of content elements including images for selected channels and pointers to content for selected channels;

retrieving a content element from the content repository, evaluating the content element and assembling the content element for presentation to the user.

13. The method of claim 12, further comprising providing a pointer in the content element and responding to the pointer by presenting a selected value proposition to provide in assembled content to the user.

14. The method of claim 13, further comprising mapping a selected value proposition to a content element in the content repository and returning the content element to the user via at least one channel.

15. The method of claim 7, further comprising using a data mining tool to analyze data relating to the user to produce campaign rules including a propensity rating for the user to be interested in a campaign.

16. The method of claim 15, further comprising generating a target list of users to whom campaigns should be targeted based on the campaign rules and propensity rating.

17. The method of claim 16, further comprising tracking a response to a selected campaign and updating the target list based on the response.

18. The method of claim 17, further comprising analyzing the response to a selected campaign and presenting the analysis to marketing personnel.

19. The method of claim 6, further comprising storing value propositions comprising information/product/services to provide to the user together with weights for each value proposition for the particular user.

20. The method of claim 19, further comprising maintaining the value proposition in a value proposition data base along with the weights for each value proposition.

21. The method of claim 20, further comprising determining at least one of the value propositions to present to the user.

22. The method of claim 21, further comprising building a personalized proposal based on a selected value proposition and the user profile.

23. The method of claim 19, further comprising providing a selected value proposition to the user over a preferred outbound communication channel of the user.

24. The method of claim 1, wherein the multiple channels are selected from the group consisting of the Internet, Extranet, ATM/kiosk, direct mail, e-mail, fax, call center and branch office.

25. The method of claim 24, wherein the user interfaces using a display terminal and wherein the at least one channel comprises the Internet.

26. The method of claim 1, wherein potential offers to present to the user comprise one of a plurality of financial products.

27. The method of claim 26, wherein the financial products comprises at least one of a small business financial product, credit card account, automobile financing, home financing, savings account, investment, insurance, education finance and unsecured loan.

28. The method of claim 1, further comprising authenticating the user.

29. The method of claim 1, wherein the step of determining comprises personalizing information presented to the user by at least one of click stream analysis from the user communication device, collaborative filtering based on past and/or present interaction, explicit information provided by one of the user and another input device, rules based on interaction with the user and explicit information and events including transactional and service related events.

30. The method of claim 29, wherein the step of determining comprises using collaborative filtering based on a like mind analysis.

31. The method of claim 1, wherein the step of determining further comprises personalizing information provided to the user based on at least one event, the at least one event including a user life event, market/bank information feed event, customer relationship event, sales related event, advice related event, service related event, transactional/workflow event, user interaction event and user profile related event.