Customer interaction tracking
First Claim
1. A method of processing an interaction between a customer and a business comprising:
- accessing stored information related to interactions with the customer to produce personalized customer information;
storing the personalized customer information in an interaction database;
retrieving the personalized customer information from the interaction database; and
automatically interacting with the customer in accordance with the retrieved information;
the interacting including an operator speaking to the customer;
the method further comprising presenting the personalized customer information to the operator.
2 Assignments
0 Petitions
Accused Products
Abstract
A method for processing transaction data to provide easy access to customer interaction information that may not have been otherwise available or easily accessible. Mining stored information related to interactions with a customer produces personalized customer information that is stored in an interaction database. The personalized customer information is retrieved from the interaction database and used while interacting with the customer. The invention also provides a method for customized interaction processing. The structure of data stored the interaction database and rules are specified by meta data. The invention also provides a method for arranging references to stored interaction information in multiple disparate databases.
622 Citations
40 Claims
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1. A method of processing an interaction between a customer and a business comprising:
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accessing stored information related to interactions with the customer to produce personalized customer information; storing the personalized customer information in an interaction database; retrieving the personalized customer information from the interaction database; and automatically interacting with the customer in accordance with the retrieved information; the interacting including an operator speaking to the customer; the method further comprising presenting the personalized customer information to the operator. - View Dependent Claims (2, 3, 4, 30)
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5. A method of processing an interaction between a customer and a business comprising:
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accessing stored information related to interactions with the customer to produce personalized customer information; storing the personalized customer information in an interaction database; retrieving the personalized customer information from the interaction database; and automatically interacting with the customer in accordance with the retrieved information, by determining a destination to which to route a telephone call with the customer; and routing the telephone call to that destination.
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6. A method comprising,
accessing stored information related to interactions with a customer to produce personalized customer information; - the personalized customer information including a characterization of previous interactions with the customer;
storing the personalized customer information from the interaction database; retrieving the personalized customer information from the interaction database; and interacting with the customer in accordance with the retrieved information. - View Dependent Claims (7)
- the personalized customer information including a characterization of previous interactions with the customer;
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8. A method comprising:
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detecting patterns in elements of the stored information related to interactions with a customer producing personalized customer information in accordance with the detected patterns; storing the personalized customer information in an interaction database; retrieving the personalized customer information from the interaction database; and interacting with the customer in accordance with the retrieved information. - View Dependent Claims (9)
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10. A method comprising:
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grouping elements of stored information related to interactions with a customer to produce personalized customer information, the personalized customer information including a reference to the group of elements formed; storing the personalized customer information in an interaction database; retrieving the personalized customer information from the interaction database; and interacting with the customer in accordance with the retrieved information.
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11. A method comprising:
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tracking a series of interactions with a customer that occurred at different times; producing personalized customer information in accordance with a state of the tracked series of interactions; storing the personalized customer information in an interaction database; retrieving the personalized customer information from the interaction database; and interacting with the customer in accordance with the retrieved information.
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12. A method for customized interaction processing comprising:
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accepting meta data; structuring data stored in an interaction database in accordance with the meta data; storing rules specified by the meta data; processing stored interaction information in accordance with the stored rules; and storing in the interaction database in accordance with the meta data the result of processing the stored interaction information. - View Dependent Claims (13, 14, 15, 16, 17, 18)
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19. A method for arranging references to stored interaction information in disparate databases comprising:
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storing transaction records each referencing one or more records in the disparate databases; grouping the transaction records into groups; storing event records each referencing one of the groups of transaction records; grouping the event records into groups; storing interaction records each referencing one of the groups of event records; grouping the interaction records into groups; storing container records each referencing one of the groups of related interaction records; and accessing a record in one of the disparate databases in accordance with references in a container or an interaction record. - View Dependent Claims (20, 21)
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22. A system for interacting with a customer comprising:
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stored transaction information related to interactions with the customer; and an interaction database including personalized customer information obtained by mining accessing the stored information further comprising an automated system which controls an interaction with the customer, wherein the automated system controls the interaction in accordance with the personalized customer information. - View Dependent Claims (23, 24, 25, 26, 27, 28, 29, 31)
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32. A system for interacting with a customer comprising:
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stored transaction information related to interactions with the customer; and an interaction database including personalized customer information obtained by accessing the stored information; and further comprising a pattern recognizer for detecting patterns in elements of the stored information.
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33. A system for interacting with a customer comprising:
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stored transaction information related to interactions with the customer; and an interaction database including personalized customer information obtained by accessing the stored information; and wherein the stored information includes elements grouped during mining the stored information, and wherein the personalized customer information includes a reference to the plurality of elements.
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34. A system for customized interaction processing comprising:
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stored information related to interactions with the customer; and an interaction database including meta data and interaction data, wherein an arrangement of the interaction data is specified by the meta data; wherein the meta data includes processing rules, and wherein the interaction data includes the result of processing the stored information according to the processing rules. - View Dependent Claims (35, 36, 37)
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38. Customer interaction data stored on a computer readable medium and referencing disparate databases, the data comprising:
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transaction records each referencing one or more records in the referencing disparate databases; groups of transactions records each corresponding to a group of transaction records; event records each referencing one of the groups of transaction records; groups of event records each corresponding to a group of event records; interaction records each referencing one of the groups of event records; groups of related interaction records; and container records each referencing one of the groups of related interaction records.
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39. A computerized system for processing an interaction between a customer and a business, the system programmed to perform the functions of:
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accessing stored information related to interactions with the customer to produce personalized customer information; storing the personalized customer information in an interaction database; retrieving the personalized customer information from the interaction database; and interacting with the customer in accordance with the retrieved information.
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40. A computerized system for customized interaction processing, the system programmed to perform the functions of:
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accepting meta data; customizing an interaction database such that the structure of data stored in the interaction database is specified by the meta data; storing rules specified by the meta data; processing stored interaction information in accordance with the stored rules; and storing in the customized interaction database in accordance with the meta data the result of processing the stored interaction information.
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Specification