Personalized interactive network architecture
First Claim
1. A system for an enterprise having multiple business units to communicate with a user over multiple channels, the system comprising:
- channel interfaces respectively coupled to the multiple channels;
a knowledge management system coupled to the channel interfaces, the knowledge management system comprising;
an offer database, the offer database storing potential offers to the user, the potential offers being supplied from the multiple business units within the enterprise;
a user profile database, the user profile database storing a user profile with respect to the user; and
a decision engine coupled to the offer database and the user profile database, the decision engine implementing computer processing components for making a decision as to which of the potential offers to present to the user and which of the multiple channels over which to make the presentation.
3 Assignments
0 Petitions
Accused Products
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.
349 Citations
32 Claims
-
1. A system for an enterprise having multiple business units to communicate with a user over multiple channels, the system comprising:
-
channel interfaces respectively coupled to the multiple channels; a knowledge management system coupled to the channel interfaces, the knowledge management system comprising; an offer database, the offer database storing potential offers to the user, the potential offers being supplied from the multiple business units within the enterprise; a user profile database, the user profile database storing a user profile with respect to the user; and a decision engine coupled to the offer database and the user profile database, the decision engine implementing computer processing components for making a decision as to which of the potential offers to present to the user and which of the multiple channels over which to make the presentation. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31)
-
-
32. A system for an enterprise having multiple business units to communicate with a user over multiple channels, the system comprising:
-
channel interfaces respectively coupled to the multiple channels; and a knowledge management system coupled to the channel interfaces, the knowledge management system comprising; a campaign database, the campaign database storing potential offers to the user, the potential offers being supplied from the multiple business units within the enterprise; a business rules database, the business rules database storing business and marketing rules that effect which potential offers to offer the user; a user profile database, the user profile database storing a user profile with respect to the user; and a decision engine coupled to the campaign database, the business rules database, and the user profile data base, the decision engine implementing computer processing components for making a decision as to which of the potential offers to present to the user and which of the multiple channels over which to make the presentation.
-
Specification