Method and apparatus for building a user profile, for personalization using interaction data, and for generating, identifying, and capturing user data across interactions using unique user identification

• US 10,089,639 B2
• Filed: 01/22/2014
• Issued: 10/02/2018
• Est. Priority Date: 01/23/2013
• Status: Active Grant

• Current Assignee: [24]7.ai, Inc.
• Original Assignee: [24]7.ai, Inc.
• Inventors: Kannan, Pallipuram V., Vijayaraghavan, Ravi, Adusumilli, Kranthi Mitra
• Primary Examiner(s): Gart, Matthew S
• Assistant Examiner(s): Swartz, Stephen S
• Application Number:
  US14/161,071
• Publication Number:
  US 20140207518A1
• Time in Patent Office: 1,714 Days
• CPC Class Codes: G06F 16/958 Organisation or management of web site content, e.g. publishing, maintaining pages or automatic linking
• 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: H04L 67/306 User profiles
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34

Abstract

A user profile is creates, and personalization is provided, by compiling interaction data. The interaction data is compiled to generate a value index or score from a user model. Parameterized data is used to build tools which help decide an engagement strategy and modes of engagement with a user. Several facets relating to the user, such as user behavior, user interests, products bought, intent, chat language, and so on, are compiled to create a user profile based personalization technique. In another embodiment, a unique ID is provided that can be mapped across multiple channels for use by the user to contact various organizations across multiple channels, and thus upgrade the user'"'"'s experience.

Claims

1. A computer implemented method for capturing user data across interactions using a unique user identification, the method comprising:

providing a processor for implementing a user management module, said user management module receiving a request for a service from the user;

said user management module creating a plurality of linkages across a plurality of channels of interaction and a plurality of devices and within a session and across a plurality of sessions, wherein the plurality of linkages is made probabilistically based on machine learning and statistical models driven by behavior and attributes of said user'"'"'s journeys on the plurality of channels including a web-based channel, a voice-based channel, and a text-based channel;

said user management module either querying said user for at least one personal identifier or automatically identifying at least one of a plurality of unique user identifiers when said user interacts with said user management module, wherein the plurality of unique user identifiers is created, captured, and passed among the plurality of channels of interaction and across a plurality of organizations with which said user interacts;

said user management module generating a unique ID for said user when said user management module receives said at least one personal identifier from the user or identifies the at least one unique user identifier, wherein said unique ID is common for said user across all of the plurality of channels of interaction;

said user management module querying said user regarding the service that said user is requesting once said user has been identified;

said user management module tracking said user'"'"'s interaction journey by using the plurality of unique user identifiers to facilitate collecting data across a plurality of said channels and from a plurality of data sources, and storing relevant information of said interaction journey including any of a time of interaction, a channel of interaction, content or nature of interaction, or user location of interaction in a database;

said user management module using said relevant information of said interaction journey for any of building, updating, and modifying a continuously generated user profile that is linked to said unique ID;

evaluating said relevant information of said interaction journey stored in said user profile to personalize the service or access to the service by the user based on the user profile that is linked to said unique ID; and

said user management module routing the user to the service over one of said plurality of channels based on the user profile that is linked to said unique ID.

2. The method of claim 1, wherein said personal identifier comprises any of said user name, telephone number, and email ID.

3. The method of claim 1, wherein said unique ID comprises any of:

a unique alphanumeric user name;

a unique telephone number that is specifically assigned for use by said user across any organization and any channel of communication; and

a unique Web link that is specifically assigned for use by said user and wherein a landing page of said Web link is customized for said user.

4. The method of claim 1, further comprising, prior to said user management module generating said unique ID:

said user management module querying said user for a type of unique ID said user desires to possess; and

said user management module generating said unique ID in accordance with the desired type of unique ID indicated by the user in response to the query.

5. The method of claim 1, further comprising:

said user management module identifies said user based on said unique ID when said user for whom a unique ID has been generated and assigned contacts said user management module.

6. The method of claim 1, wherein said user management module queries said user by any of an interactive voice response (IVR) system, a manual or automated chat session, a human agent, and a popup widget in a Web page.

7. The method of claim 1, further comprising:

said user management module attempting to enable said user to engage with a requested service when a response is received by the user management module from the user.

8. The method of claim 1, further comprising:

said user management module checking for appropriate contact details of an organization and directing said user to said organization if said contact details are present.

9. The method of claim 1, further comprising:

said user management module contacting directory assistance, obtaining a phone number of an organization, placing a telephone call to the telephone number of an organization; and

said user management module connecting said user to said telephone call when said telephone call to said organization connected.

10. The method of claim 1, further comprising:

after identifying the unique ID of said user and querying said user as a requested service, said user management module routing said user to a Web page of an organization.

11. The method of claim 1, further comprising:

said user management module operatively communicating with a customer care center of an organization from which said user intends to request services.

12. The method of claim 11, further comprising:

said user management module recording interactions between said user and a customer service center during a user journey in a database.