Methods and apparatus for intelligent selection of goods and services in telephonic and electronic commerce

• US 20030130904A1
• Filed: 11/12/2002
• Published: 07/10/2003
• Est. Priority Date: 03/11/1998
• Status: Active Grant

• Current Assignee: West Corporation
• Original Assignee: West Direct Incorporated (West Corporation)
• Inventors: Katz, Ronald A., West, Gary L., Barker, Thomas B.
• Granted Patent: US 7,283,974 B2
• Time in Patent Office: Days
• US Class Current: 705/26
• CPC Class Codes: G06Q 10/02 Reservations, e.g. for tickets, services or events
• CPC Class Codes: G06Q 10/025 Coordination of plural reservations, e.g. plural trip segments, transportation combined with accommodation
• CPC Class Codes: G06Q 20/20 Point-of-sale [POS] network systems
• CPC Class Codes: G06Q 20/203 Inventory monitoring
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0207 Discounts or incentives, e.g. coupons or rebates
• CPC Class Codes: G06Q 30/0223 based on inventory
• CPC Class Codes: G06Q 30/0224 based on user history
• CPC Class Codes: G06Q 30/0238 at point-of-sale [POS]
• CPC Class Codes: G06Q 30/0255 based on user history
• CPC Class Codes: G06Q 30/0267 Wireless devices
• CPC Class Codes: G06Q 30/0269 based on user profile or attribute
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: G06Q 30/0613 Third-party assisted
• CPC Class Codes: G06Q 30/0629 for generating comparisons
• CPC Class Codes: G06Q 30/0631 Item recommendations
• CPC Class Codes: G06Q 30/0633 Lists, e.g. purchase orders, compilation or processing
• CPC Class Codes: G06Q 30/0641 Shopping interfaces
• CPC Class Codes: G06Q 30/0643 Graphical representation of items or shoppers

Abstract

Apparatus and methods are provided for effecting remote commerce, such as in telemarketing (either inbound or outbound) and in electronic commerce, which are particularly adapted for the intelligent selection and proffer of products, services or information to a user or customer. In one aspect of the invention, goods, service or information are provided to the user via electronic communication, such as through a telephone, videophone or other computer link, as determined by the steps of first, establishing communication via the electronic communications device between the user and the system to effect a primary transaction or primary interaction, second, obtaining data with respect to the primary transaction or primary interaction, including at least in part a determination of the identity of the user or prospective customer, third, obtaining at least a second data element relating to the user, fourth, utilizing the primary transaction or primary interaction data along with the at least second data element as factors in determining at least one good, service or item of information for prospective upsell to the user or prospective customer, and offering the item to the prospective customer. In the preferred embodiment, the selection of the proffer of goods, services or information comprises an upsell with respect to the primary transaction or primary interaction data. The offer of the upsell is preferably generated and offered in real time, that is, during the course of the communication initiated with the primary transaction or primary interaction.

Claims

1. A system for providing offers in real time of an item constituting a good or a service in the form of offers for purchase to prospective customers as users of the system, utilizing an electronic communication device, comprising:

an interface configured to establish remote communication between the electronic communication device and the system,

an input collection unit coupled to the interface and configured to receive an indication of a user'"'"'s interest to purchase a first item,

an item selection unit configured to receive as an input at least an indication of the first item, the item selection unit outputting in real time an indication of at least one second item, different from the first item, for offer to the user, wherein the item selection unit comprises an electronic item selection unit that is;

modified dynamically over time, and

employs negative rules to determine the at least one second item for offer, and

a communication unit configured to offer the second item to the user in real time during the communication.

2. The system of claim 1, wherein the negative rules exclude an item for offer that was previously purchased by the user.

3. The system of claim 1, wherein the negative rules exclude an item for offer to the user that was previously offered to but not purchased by the user.

4. The system of claim 1, wherein the item selection unit is updated with the excluded item that was previously offered to but not purchased by the user.

5. The system of claim 1, wherein the negative rules exclude an item having an undesirable inventory status.

6. The system of claim 1, further including a user identification system which generates a suspected specific customer identification.

7. The system of claim 1, wherein the dynamic modification of the item selection unit is based at least in part on success of prior offers of additional items.

8. The system of claim 1, wherein the dynamic modification of the item selection unit is performed in real time.

9. The system of claim 1, wherein the dynamic modification of the item selection unit is performed on a periodic basis.

10. The system of claim 1, wherein the dynamic modification of the item selection unit is performed in batch mode.

11. The system of claim 1, wherein the dynamic modification of the item selection unit is based in part on data received from users.

12. The system of claim 11, wherein the data received from users comprises customer satisfaction data.

13. The system of claim 12, wherein the customer satisfaction data comprises data relating to an item previously purchased via the system.

14. The system of claim 1, further comprising a registration unit configured for registration of the user.

15. The system of claim 14, wherein the registration unit presents specific questions to the user.

16. The system of claim 1, further comprising a user verification unit.

17. The system of claim 16, wherein the user verification unit queries the user with a suspected specific customer identification.

18. The system of claim 1, wherein a graphical depiction of the first item is presented to the user.

19. The system of claim 1, wherein a graphical depiction of the second item is presented to the user.

20. The system of claim 1, wherein the item selection unit selects multiple items for offer to the user.

21. The system of claim 20, wherein the item selection unit displays the multiple items to the user.

22. The system of claim 20, wherein the item selection unit graphically displays the multiple items to the user.

23. The system of claim 1, wherein the communication device includes a wireless communication device.

24. The system of claim 1, wherein the communication device includes a cellular communication device.

25. The system of claim 1, wherein the communication device includes a satellite communication device.

26. The system of claim 1, wherein the item selection unit utilizes time as at least one input in selecting the at least one second item.

27. The system of claim 1, further comprising an identification data unit to obtain the identity of the user.

28. The system of claim 27, wherein the identification data unit receives user specific data.

29. The system of claim 28, wherein the user specific data comprises a social security number.

30. The system of claim 28, wherein the user specific data comprises an electronic address.

31. The system of claim 30, wherein the electronic address comprises an electronic mail (e-mail) address.

32. The system of claim 30, wherein the electronic address comprises an internet service provider identification.

33. The system of claim 28, wherein the user specific data comprises a customer number.

34. The system of claim 28, wherein the user specific data comprises an electronic signature.

35. The system of claim 28, wherein the user specific data comprises billing data.

36. The system of claim 35, wherein the billing data comprises a credit card number.

37. The system of claim 35, wherein the billing data comprises a debit card number.

38. The system of claim 28, wherein the user specific data comprises a personal identification number (PIN).

39. The system of claim 27, wherein the identification data unit receives user local identification data.

40. The system of claim 39, wherein the local identification data comprises a telephone number.

41. The system of claim 39, wherein the local identification data comprises a zip code.

42. The system of claim 1, further comprising a shipping unit configured to effect shipping of an item if a transaction is consummated.

43. The system of claim 42, further comprising a tracking unit configured to enable user accessible tracking information for a shipped item.

44. The system of claim 42, further comprising a billing unit wherein the billing unit effects billing for a shipped item.

45. The system of claim 42, further comprising an inventory unit configured to update information regarding a shipped item.

46. The system of claim 1, wherein data relating to a sold second item is provided to the item selection unit, and the item selection unit utilizes the data relating to a sold additional item to determine future additional items to offer a user.

47. The system of claim 1 wherein the communication unit is configured to communicate over the internet.

48. The system of claim 1 wherein the communication unit is configured to communicate with a telemarketing entity.

49. A method for providing offers in real time of an item constituting a good or a service in the form of offers for purchase to prospective customers as users of the system, utilizing an electronic communication device, comprising:

obtaining from the user during a remote communication an indication of interest to purchase a first item,

inputting at least an indication of the first item into an item selection unit, the item selection unit outputting in real time an indication of at least one second item, different from the first item, for offer to the user, wherein the item selection unit includes an electronic item selection unit that is;

modified dynamically over time, and

employs negative rules to determine the at least one second item for offer, and

communicating an offer for the second item to the user via the electronic communication device in real time during the communication.

50. The method of claim 49, wherein the negative rules exclude an item for offer that was previously purchased by the user.

51. The method of claim 49, wherein the negative rules exclude an item for offer to the user that was previously offered to but not purchased by the user.

52. The method of claim 49, wherein selection criteria are updated with the excluded item that was previously offered to but not purchased by the user.

53. The method of claim 49, wherein the negative rules exclude an item having an undesirable inventory status.

54. The method of claim 49, further including the step of generating a suspected specific customer identification.

55. The method of claim 49, wherein the dynamic modification of the selection criteria is based at least in part on success of prior offers of additional items.

56. The method of claim 49, wherein the dynamic modification of the selection criteria is performed in real time.

57. The method of claim 49, wherein the dynamic modification of the selection criteria is performed on a periodic basis.

58. The method of claim 57, wherein the dynamic modification of the selection criteria is performed on a periodic basis in batch mode.

59. The method of claim 49, wherein the dynamic modification of the selection criteria is based in part on data received from users.

60. The method of claim 59, wherein the data received from users comprises customer satisfaction data.

61. The method of claim 60, wherein the customer satisfaction data comprises data relating to an item previously purchased via the system.

62. The method of claim 49, further comprising the step of registering the user.

63. The method of claim 62, wherein the registration step presents specific questions to the user.

64. The method of claim 49, further comprising the step of verifying the user.

65. The method of claim 64, wherein the user verification queries the user with a suspected specific customer identification.

66. The method of claim 49, further comprising the step of displaying a graphical depiction of the first item.

67. The method of claim 49, further comprising the step of graphically displaying the second item to the user.

68. The method of claim 49, wherein multiple items are selected for offer to the user.

69. The method of claim 68, further including the step of displaying the multiple items to the user.

70. The method of claim 68, further including the step of graphically displaying an image of the multiple items to the user.

71. The method of claim 49, wherein the communication path includes a wireless connection to at least one user.

72. The method of claim 49, wherein the communication path includes a cellular connection to at least one user.

73. The method of claim 49, wherein the communication path includes a satellite connection to at least one user.

74. The method of claim 49, wherein the selection criteria utilize time as at least one input in selecting the at least one second item.

75. The method of claim 49, further including the step of identifying the user.

76. The method of claim 75, wherein the identity includes user specific data.

77. The method of claim 76, wherein the user specific data comprises a social security number.

78. The method of claim 76, wherein the user specific data comprises an electronic address.

79. The method of claim 78, wherein the electronic address comprises an electronic mail (e-mail) address.

80. The method of claim 78, wherein the electronic address comprises an internet service provider identification.

81. The method of claim 76, wherein the user specific data comprises a customer number.

82. The method of claim 76, wherein the user specific data comprises an electronic signature.

83. The method of claim 76, wherein the user specific data comprises billing data.

84. The method of claim 83, wherein the billing data comprises a credit card number.

85. The method of claim 83, wherein the billing data comprises a debit card number.

86. The method of claim 76, wherein the user specific data comprises a personal identification number (PIN).

87. The method of claim 75, wherein the identification data unit receives user local identification data.

88. The method of claim 87, wherein the local identification data comprises a telephone number.

89. The method of claim 88, wherein the local identification data comprises a zip code.

90. The method of claim 49, further including the step of shipping of an item if a transaction is consummated.

91. The method of claim 90, further including the step of tracking the item.

92. The method of claim 91, wherein the tracking constitutes user accessible tracking information for a shipped item.

93. The method of claim 90, further comprising the step of billing for a shipped item.

94. The method of claim 90, further comprising the step of updating information regarding a shipped item.

95. The method of claim 49, wherein data relating to a sold second item is provided to the item selection unit, and the item selection unit utilizes the data relating to a sold additional item to determine future additional items to offer a user.

96. The method of claim 49 further including the step of receiving an acceptance of the offer from at least one user.

97. A system for providing offers in real time of an item constituting a good or a service in the form of offers for purchase to prospective customers as users of the system, utilizing an electronic communication device, comprising:

an interface configured to establish remote communication between the electronic communication device and the system,

an input collection unit coupled to the interface and configured to receive an indication of a user'"'"'s interest to purchase a first item,

an item selection unit configured to receive as an input at least an indication of the first item, the item selection unit outputting in real time an indication of at least one second item, different from the first item, for offer to the user, wherein the item selection unit comprises an electronic item selection unit that is modified dynamically over time, and

a communication unit configured to offer the second item to the user in real time during the communication.

98. The system of claim 97, wherein the dynamic modification of the item selection unit is based at least in part on success of prior offers of additional items.

99. The system of claim 97, wherein the dynamic modification of the item selection unit is performed in real time.

100. The system of claim 97, wherein the dynamic modification of the item selection unit is performed on a periodic basis.

101. The system of claim 99, wherein the dynamic modification of the item selection unit is based in part on data received from users.

102. The system of claim 101, wherein the data received from users comprises customer satisfaction data.

103. The system of claim 102, wherein the customer satisfaction data comprises data relating to an item previously purchased via the system.

104. The system of claim 97, further comprising a registration unit configured for registration of the user.

105. The system of claim 97, wherein a graphical depiction of the first item is presented to the user.

106. The system of claim 97, wherein a graphical depiction of the second item is presented to the user.

107. The system of claim 97, wherein the item selection unit selects multiple items for offer to the user.

108. The system of claim 107, wherein the item selection unit displays the multiple items to the user.

109. The system of claim 108, wherein the item selection unit graphically displays the multiple items to the user.

110. The system of claim 97, wherein the communication device includes a wireless communication device.

111. The system of claim 97, further comprising a shipping unit configured to effect shipping of an item if a transaction is consummated.

112. The system of claim 111, further comprising a tracking unit configured to enable user accessible tracking information for a shipped item.

113. The system of claim 111, further comprising a billing unit wherein the billing unit effects billing for a shipped item.

114. The system of claim 111, further comprising an inventory unit configured to update information regarding a shipped item.

115. A method for providing offers in real time of an item constituting a good or a service in the form of offers for purchase to prospective customers as users of the system, utilizing an electronic communication device, comprising:

obtaining from the user during a remote communication an indication of interest to purchase a first item,

inputting at least an indication of the first item into an item selection unit, the item selection unit outputting in real time an indication of at least one second item, different from the first item, for offer to the user, wherein the item selection unit includes an electronic item selection unit that is modified dynamically over time, and

communicating an offer for the second item to the user via the electronic communication device in real time during the communication.

116. The method of claim 115, wherein the dynamic modification of the selection criteria is performed in real time.

117. The method of claim 115, wherein the dynamic modification of the selection criteria is performed on a periodic basis.

118. The method of claim 115, wherein the dynamic modification of the selection criteria is based in part on data received from users.

119. The method of claim 118, wherein the data received from users comprises customer satisfaction data.

120. The method of claim 119, further comprising the step of registering the user.