Personalized interactive network architecture

• US 8,326,694 B2
• Filed: 03/18/2011
• Issued: 12/04/2012
• 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: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Inventors: Patel, Ameet, Holme, Jennifer, Caiazzo, Anthony
• Primary Examiner(s): Garg, Yogesh C
• Application Number:
  US13/051,105
• Publication Number:
  US 20110173077A1
• Time in Patent Office: 627 Days
• Field of Search: 705/26.1, 705/26.7, 705/14.25, 705/14.42, 705/14.53
• US Class Current: 705/26.1
• 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 computer-implemented system for implementing a marketing campaign to targeted consumers, the system comprising:

a server including a computer processor, the server distributing customized packages of offers to a plurality of different consumer access devices, each of the customized packages including at least one personalized offer for targeted consumers;

at least one first communications interface interfacing the server with multiple information/product/service providers, such that the server receives offer information provided by a plurality of different information/product/service providers for use in personalized offers;

a personalization engine facilitating creation and distribution of the customized packages from the received offer information to the targeted consumers; and

at least one second communications interface delivering customized packages of offers including offers from a plurality of different providers of information/products/services to consumers over a plurality of different types of delivery channels.

2. The system of claim 1, wherein the at least one second communications interface comprises multiple channel interfaces for facilitating distribution of customized packages to the consumers.

3. The system of claim 1, wherein the at least one first communications interface and the at least one second communications interface comprise multiple channel interfaces facilitating inbound and outbound consumer communication over a plurality of different communication channels, wherein consumer profile information determines the outbound communication channel on a consumer-specific basis.

4. The system of claim 1, wherein the consumer accesses the system over a first communication channel and wherein the customized packages are distributed over a second communication channel, wherein the second channel is different from the first channel.

5. The system of claim 1, wherein the channels comprise at least three of:

ATM, Internet, email, telephone, and mailing channels.

6. The system of claim 1, wherein the at least one first communications interface and the at least one second communications interface are the same.

7. The method of claim 1, wherein the plurality of providers includes various departments of a single company.

8. The system of claim 1, further comprising an offer database, the offer database storing potential offers to the consumers.

9. The system of claim 8, further comprising a profile database, the profile database storing a user profile with respect to the consumer;

and

a decision engine coupled to the offer database and the profile database, the decision engine making a decision as to which of the potential offers to present to the consumer.

10. The system of claim 9, wherein the profile is formed based on current and past interactions between the consumer and the system.

11. The system of claim 10, wherein the user profile includes information about the consumer including at least one of information/product/service preference, address/telephone number, demographic information, consumer interests, and other consumer identification information.

12. The system of claim 9, further comprising

a profile manager, the profile manager providing user profile information to the personalization engine to enable the personalization engine to personalize the package presented to the consumer.

13. The system of claim 1, further comprising a user authentication component for authenticating the consumer.

14. The system of claim 1, wherein the personalization engine personalizes information presented to the consumer by at least one of click stream analysis from a consumer communication device, collaborative filtering based on past and/or present interaction, explicit information provided by one of the consumer and another input device, rules based on interaction with the consumer and explicit information and events including transactional and service related events.

15. The system of claim 14, further comprising a collaborative filter for providing collaborative filtering input to the personalization engine to make a recommendation to the personalization engine as to the information/product/service to provide to the consumer based on a “

like mind”

analysis.

16. The system of claim 12, wherein the decision engine transmits information comprising value propositions to the personalization engine to provide to the consumer together with weights for each value proposition for the particular consumer.

17. The system of claim 16, wherein the value propositions are maintained in a value proposition database along with the weights for each value proposition.

18. The system of claim 17, wherein the personalization engine determines at least one of the value propositions from the decision engine to present to the consumer.

19. The system of claim 17, wherein multiple value propositions are determined for presentation to the consumer.

20. A computer-implemented method for implementing a marketing campaign to targeted consumers, the method comprising:

receiving at a central computing system communicatively coupled to a network, offer information from multiple sources comprising a plurality of providers of information/products/services;

receiving at the central computing system individualized data pertaining to multiple consumers;

arranging, under the control of a processor, personalized offers based on the offer information received from the multiple sources and the data pertaining to the multiple consumers;

selecting and distributing a group of personalized offers including offers from a plurality of different providers of information/products/services to at least one of the multiple consumers; and

a communications interface for delivering groups of personalized offers to consumers over a plurality of different types of delivery channels.

21. The method of claim 20, wherein the multiple sources are distinct companies.

22. The method of claim 20, wherein the multiple sources include various departments of a single company.

23. The method of claim 20, further comprising distributing a plurality of groups of personalized offers from multiple sources to the consumers using multiple channel interfaces.

24. The method of claim 23, wherein the multiple channel interfaces facilitate inbound and outbound consumer communication.

25. The method of claim 23, further comprising distributing a group of personalized offers to a consumer over a first channel in response to consumer access of the system over a second channel, wherein the second channel is different from the first channel.

26. The method of claim 20, wherein the channels comprise at least three of:

ATM, Internet, email, telephone, and mailing channels.