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Enhancing insight-driven customer interactions

  • US 8,103,531 B2
  • Filed: 03/26/2004
  • Issued: 01/24/2012
  • Est. Priority Date: 03/26/2004
  • Status: Active Grant
First Claim
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1. A method for optimizing customer experiences, the method comprising:

  • defining a plurality of prioritized experiences correlating to a customer interaction strategy, wherein each prioritized experience has at least one associated treatment;

    storing the plurality of prioritized experiences for consistent treatment among a plurality of different types of communication channels;

    using a central, channel-independent processing engine, dynamically applying the plurality of stored defined experiences during interactions with customers over at least two different types of communication channels;

    capturing customer interaction results, for refining future targeted interactions;

    evaluating a customer strategy for a company;

    identifying a plurality of customer segments for a customer base of the company; and

    formulating the interaction strategy based on value opportunities by defining a plurality of treatments and assigning each of the plurality of treatments to a prioritized interaction based on a hierarchy of grouped rules, where the hierarchy of grouped rules comprises a group of overriding rules, a group of trigger rules, a group of event based rules, and a group of interaction rules, such that overriding rules are globally applied to all customers, and such that any rule from the group of overriding rules takes precedence over any rule from the group of interaction rules,wherein the step of applying the plurality of defined experiences comprises;

    generating a customer interaction record with a plurality of data fields for a customer, the customer interaction record comprising a batch data section, a customer experience packet section, and a real time data section;

    generating an XML document from the customer interaction record;

    using a web services layer to pass the XML document to the central, channel-independent rule processing engine;

    processing the hierarchy of grouped rules using information from the customer interaction record;

    updating the customer experience packet section of the customer interaction record and the XML document to indicate at least one treatment for the customer; and

    using the web services layer to send the XML document to a channel to indicate the at least one treatment for the customer.

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