System and method for optimizing a product configuration

• US 7,505,921 B1
• Filed: 03/03/2000
• Issued: 03/17/2009
• Est. Priority Date: 03/03/2000
• Status: Expired due to Term

• Current Assignee: Concentrix CVG Customer Management Group, Inc.
• Original Assignee: Finali Corp. (Convergys Corporation)
• Inventors: Lukas, George, Lukas, Andrew V., Klencke, David L., Nass, Clifford
• Primary Examiner(s): ZURITA, JAMES H
• Application Number:
  US09/518,916
• Time in Patent Office: 3,301 Days
• Field of Search: 705/26, 705/37
• US Class Current: 705/26.5
• CPC Class Codes: G06Q 30/0603 Catalogue ordering
• CPC Class Codes: G06Q 30/0621 Item configuration or customization
• CPC Class Codes: G06Q 30/0633 Lists, e.g. purchase orders, compilation or processing
• CPC Class Codes: G06Q 40/04 Trading; Exchange, e.g. stocks, commodities, derivatives or currency exchange

Abstract

A method of optimizing a product includes the step of accessing an event record having a summary of a sequence of events that transpired during a preliminary product selection process. The summary includes an identification of the user and a preliminary designation of the product. A user profile associated with the user includes at least one characteristic corresponding to the user. Based on characteristics in the user profile, a formatted display is generated. User response to formatted displays is used to update characteristics in the user profile. An iterative process, in which the updated user profile is used as a basis for generating subsequent formatted displays to which a user responds, repeats until the user indicates that the product is optimized.

Claims

1. A method of optimizing a product said product including a base product, the method comprising the steps of:

(a) obtaining an identification of a user and a preliminary designation of said product;

said identification identifying a user profile that is uniquely associated with said user, the user profile being persistent across multiple optimization sessions and comprising a plurality of characteristics of said user, said plurality of characteristics comprising;

(1) a preferred social interaction type;

(2) a plurality of domain familiarity indications, each of said domain familiarity indications reflecting said user'"'"'s knowledge about a specific product domain; and

(3) a price sensitivity for said user;

(b) providing a formatted display that includes a set of content related to said product and a format, the set of content determined at least in part by a characteristic selected from the group consisting of;

(1) the preferred social interaction type;

(2) the plurality of domain familiarity indications; and

(3) the price sensitivity for said user;

(c) updating, based on a response by the user;

(1) the plurality of characteristics to create an updated user profile, wherein updating the plurality of characteristics comprises updating at least one characteristic selected from the group consisting of;

i) the preferred social interaction type;

ii) the plurality of domain familiarity indications; and

iii) the price sensitivity for said user;

(2) a component associated with said base product when said response includes a selection of an option from a different set of options associated with said component;

(d) storing said updated user profile to determine the set of content of the formatted display for a future presentation made to said user, wherein the set of content of the formatted display for the future presentation is determined at least in part by a characteristic selected from the group consisting of;

(1) the preferred social interaction type;

(2) the plurality of domain familiarity indications; and

(3) the price sensitivity for said user; and

(e) repeating steps (b) through (d) across one or more computer sessions at least once to optimize said product.

2. The method of claim 1, wherein said product further includes a plurality of components associated with said base product, each component in said plurality of components corresponding to, and selected by said user from, a different set of options, using said formatted display.

3. The method of claim 2, wherein a default option is designated for each component in said plurality of components.

4. The method of claim 2, wherein said formatted display comprises a menu including one or more elements selected from the group consisting of an option selected from said different set of options associated with said component, a frequently asked question associated with said component, an instructional sequence prompt, and a recommendation message.

5. The method of claim 1, further comprising presenting in the formatted display one or more suggested components based on the user profile.

6. The method of claim 1, wherein the formatted display provides a portion of a set of options corresponding to said component associated with said base product.

7. The method of claim 1, wherein said response to said formatted display of step (b) includes a designation of an option for said component associated with said base product and step (c) further comprises the step of updating at least one characteristic in said user profile associated with said component.

8. The method of claim 1, wherein said product is optimized when said user indicates that said product is optimized.

9. The method of claim 1, wherein said set of content for said formatted display is further determined based on a suitability factor of said component in said product and for an intended use for the product and wherein the component is emphasized when said suitability factor exceeds a threshold value;

and wherein said suitability factor is a value retrieved from a database, and wherein the intended use for the product is a characteristic stored in the user profile.

10. The method of claim 9, further comprising the steps of:

determining a change to said component that maximizes said suitability factor of said component in said product for the user'"'"'s intended use for said product;

presenting said change in response to a user generated event; and

implementing said change to said product when a confirming response is received.

11. The method of claim 9, wherein said product further includes a plurality of components associated with said base product, each component in said plurality of components associated with, and selected from, a different set of options;

and

the different set of options associated with each component from said set of components is provided if said suitability factor for said component for the intended use of the product exceeds the threshold value.

12. The method of claim 1, wherein a timer is used to monitor the period of time between the presentation of said formatted display and the response to the formatted display by the user and, when said user does not respond to said formatted display within a period of time, said failure to respond is treated as a response comprising a signal that said user has chosen not to respond to said formatted display.

13. The method of claim 1, wherein options for said component are presented in said formatted display of step (b);

wherein the selected component is dynamically selected from a plurality of components associated with said base product based on said user profile.

14. The method of claim 1, further comprising the steps of:

transmitting a set of questions;

receiving at least one answer to said set of questions; and

updating said characteristic in said user profile based on said at least one answer.

15. The method of claim 1, wherein a characteristic in said user profile associated with said user is modified based on a user event associated with said user occurring during an optimization of a different product.

16. The method of claim 1, wherein a characteristic in said user profile associated with said user is modified based on a user event associated with said user occurring during an optimization of said product during a different session.

17. A computer readable memory to direct a computer to optimize a product, said product including a base product, comprising:

a user profile database stored in said memory;

each profile in said user profile database being uniquely associated with a different user, persisting across multiple optimization sessions, and comprising a plurality of characteristics, said plurality of characteristics comprising;

(a) a preferred social interaction type;

(b) a plurality of domain familiarity indications, each of said domain familiarity indications reflecting said user'"'"'s knowledge about a specific product domain; and

(c) a price sensitivity; and

an advisor module for helping a user optimize said product;

said advisor module including executable instructions, said executable instructions including;

(a) instructions for obtaining an identification of said user and a preliminary designation of said product;

said identification identifying a user profile associated with said user in said user profile database;

wherein said instructions for obtaining an identification further include instructions for creating said user profile when it does not exist in said user profile database;

(b) instructions for providing a formatted display that includes a set of content related to said product, the set of content determined at least in part by a function of at least one characteristic from said user profile, said at least one characteristic selected from the group consisting of;

(1) a preferred social interaction type for the user;

(2) a plurality of domain familiarity indications for the user;

(3) a price sensitivity for the user;

(c) instructions for updating, based on a response by said user;

(1) said user profile to create an updated user profile, wherein updating said user profile comprises updating at least one characteristic selected from the group consisting of;

i) the preferred social interaction type;

ii) the plurality of domain familiarity indications; and

iii) the price sensitivity; and

(2) a component associated with said base product when said response includes a selection of an option from a different set of options associated with said component; and

(d) storing said updated user profile to determine the set of content of the formatted display for a future presentation made to said user, wherein the set of content of the formatted display for the future presentation is determined at least in part by a characteristic selected from the group consisting of;

(1) the preferred social interaction type;

(2) the plurality of domain familiarity indications; and

(3) the price sensitivity for said user; and

(e) repeating steps (b) through (d) across one or more computer sessions at least once to optimize said product.

18. The computer readable memory of claim 17, wherein said product further includes a plurality of components associated with said base product, each component in said plurality of components corresponding to, and selected by said user from, a different set of options.

19. The computer readable memory of claim 18, wherein a default option is designated for each component in said plurality of components.

20. The computer readable memory of claim 17, wherein the formatted display provides a portion of a set of options corresponding to a component associated with said base product.

21. The computer readable memory of claim 17, wherein said response to said formatted display of step (b) includes a designation of an option for a component associated with said base product and step (c) further includes instructions for updating said component in said user profile.

22. The computer readable memory of claim 17, wherein said product is optimized when said user indicates that said product is optimized.

23. The computer readable memory of claim 17, wherein said set of content for said formatted display is further determined based on a suitability factor of said component in said product for the user'"'"'s intended use for said product a characteristic in said user and wherein the component is emphasized when said suitability factor exceeds a threshold value.

24. The computer readable memory of claim 17, wherein a timer is used to monitor the period of time between the presentation of said formatted display and the response to the formatted display by the user and when said user does not respond to said formatted display within a period of time, a signal that said user has not chosen to respond to said formatted display is sent to the instructions for receiving a response.

25. The computer readable memory of claim 17, wherein instructions for obtaining an identification of a user and a preliminary designation of said product further includes:

instructions for querying said user profile database and identifying said user profile from a response to said query;

wherein, when a response to said query fails to identify said profile, said instructions to obtain a user profile further include;

instructions for initiating a new user profile and associating said new user profile with said user; and

instructions for storing said new user profile in said user profile database.

26. The computer readable memory of claim 17, further comprising:

a knowledge database stored in said memory;

said knowledge database including a description of said base product and a description of at least one option in at least one set of options corresponding to a component associated with said base product;

wherein;

said instructions for providing a formatted display, which includes the set of options corresponding to a component selected from said plurality of components associated with said base product, further includes;

instructions for accessing a description of an option in said different set of options associated with said component from said knowledge database;

wherein said function comprises a comparison of said description with said characteristic in said user profile.

27. The computer readable memory of claim 17, further comprising:

a sales module;

said sales module including executable instructions, said executable instructions including;

(a) instructions for providing a product selection choice;

each said product in said product selection choice including a base product and at least one default component;

(b) instructions for receiving an election;

said election designating a product in said product selection choice;

(c) instructions for determining when to call an instance of said advisor module; and

(d) instructions for calling an instance of said advisor module.

28. The computer readable memory of claim 27, wherein said instructions for calling an instance of said advisor module further includes instructions for generating said event record and for passing said event record to said advisor module when said instance of said advisor module is called by said sales module.

29. The computer readable memory of claim 27, the computer readable memory further comprising a sales database for storing pricing information associated with said product;

the sales module further including;

instructions for querying said sales database for pricing information corresponding to said product selection; and

instructions for transmitting said pricing information.

30. The computer readable memory of claim 27, wherein said sales module further includes:

instructions for providing a user selectable event;

instructions for receiving an indication that said user selectable event has been selected by said user;

said sales module further including instructions for notifying said advisor module when a signal indicating that said user selectable event has been selected is received.

31. The computer readable memory of claim 27, wherein said sales module further comprises instructions for terminating an instance of said advisor module when a second election is received by said instructions for receiving an election described in claim 27 paragraph b;

said second election including an indication that said user wishes to terminate said instance of said advisor module.

32. The computer readable memory of claim 17, wherein said profile in said user profile database includes a user identifier and at least one entry selected from the group consisting of a domain familiarity indicator, an advisor interaction database, a product preference database, a product selection database, and a user characteristic.

33. The computer readable memory of claim 17, wherein said formatted display comprises a menu including one or more elements selected from the group consisting of an option associated with a component, associated with said base product a frequently asked question associated with said component, an instructional sequence prompt, and a recommendation message.

34. The computer readable memory of claim 17, wherein a manifestation of said advisor module includes at least one feature selected from the group consisting of an on-screen character, an audible voice, text, a multimedia prop, and a sound effect.

35. The computer readable memory of claim 17, wherein said advisor module further comprises:

instructions for storing a record of said product optimization; and

instructions for resuming a product optimization based on a stored record of a prior product optimization.

36. A method of optimizing a product, said product including a base product, the method comprising the steps of:

(a) obtaining an identification of a user and a preliminary designation of said product;

said identification identifying a user profile which is persistent across multiple optimization sessions and that is uniquely associated with said user, the user profile comprising data used to model said user, said data used to model said user comprising;

(1) a first set of data, said first set of data having been collected through explicit user selections; and

(2) a second set of data, said second set of data having been inferred from user actions;

(b) providing a formatted display that includes a set of content related to said product and a format, the set of content determined at least in part by said second set of data used to model said user and inferred from user actions;

(c) updating, based on a response by the user;

(1) said data used to model said user to create an updated user profile; and

(2) a component associated with said base product when said response includes a selection of an option from a different set of options associated with said component;

(d) storing said updated user profile to determine the set of content of the formatted display for a future presentation made to said user;

(e) repeating steps (b) through (d) across one or more computer sessions at least once to optimize said product; and

(f) providing automated assistance at the request of said user; and

(g) presenting in the formatted display one or more suggested components based on the user profile.

37. The method of claim 36, wherein the data used to model said user comprises an indicator that indicates the number of times that the user requested automated assistance.

39. The method of claim 36, wherein providing the formatted display comprises providing a recommendation to the user, wherein the first set of data and the second set of data comprise a plurality of characteristics, wherein each characteristic from the plurality of characteristics has a weight, and wherein updating the data used to model the user comprises, for at least one characteristic from the plurality of characteristics:

(a) increasing the weight for that characteristic if the recommendation is accepted;

or

(b) decreasing the weight for that characteristic if the recommendation is rejected.

38. The method of claim a 36, wherein the data used to model said user comprises an indication of the user'"'"'s price sensitivity.