Systems and methods for identifying and delivering tailored content based upon a service dialog

• US 9,292,816 B2
• Filed: 06/30/2014
• Issued: 03/22/2016
• Est. Priority Date: 03/14/2013
• Status: Active Grant

• Current Assignee: American Express Travel Related Services Company, Inc. (American Express Company)
• Original Assignee: American Express Travel Related Services Company, Inc. (American Express Company)
• Inventors: Williams, Troy P.
• Primary Examiner(s): Allen, William
• Assistant Examiner(s): Loharikar, Anand
• Application Number:
  US14/320,153
• Publication Number:
  US 20140316880A1
• Time in Patent Office: 631 Days
• US Class Current: 1/1
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: G06F 16/9558 Details of hyperlinks; Management of linked annotations
• CPC Class Codes: G06F 16/9566 URL specific, e.g. using aliases, detecting broken or misspelled links
• CPC Class Codes: G06Q 10/06316 Sequencing of tasks or work
• CPC Class Codes: G06Q 20/10 specially adapted for electronic funds transfer [EFT] systems; specially adapted for home banking systems
• CPC Class Codes: G06Q 20/123 Shopping for digital content
• CPC Class Codes: G06Q 20/325 using wireless networks
• CPC Class Codes: G06Q 30/0242 Determining effectiveness of advertisements
• CPC Class Codes: G06Q 30/0251 Targeted advertisements
• CPC Class Codes: G06Q 30/0255 based on user history
• CPC Class Codes: G06Q 30/0257 User requested
• CPC Class Codes: G06Q 30/0267 Wireless devices
• CPC Class Codes: G06Q 30/0269 based on user profile or attribute
• CPC Class Codes: G06Q 30/0277 Online advertisement
• CPC Class Codes: G06Q 30/0621 Item configuration or customization
• CPC Class Codes: G06Q 30/0625 Directed, with specific intent or strategy
• CPC Class Codes: G06Q 30/0631 Item recommendations
• CPC Class Codes: G06Q 30/0641 Shopping interfaces
• CPC Class Codes: G06Q 50/01 Social networking
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/51 : Discovery or management thereof, e.g. service location protocol [SLP] or web services
• CPC Class Codes: H04L 67/535 : Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34
• CPC Class Codes: H04W 4/02 : Services making use of location information
• CPC Class Codes: H04W 4/14 : Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]

Abstract

The present disclosure identifies and/or delivers tailored content based upon a service dialog. For example, the systems may receive a request for tailored content, facilitate a service dialog to obtain information related to the request, and communicate a plurality of tailored content based upon the information related to the request. Further, the systems may identify tailored content based upon a consumer profile, communicate the tailored content to a web client, and/or receive a selection of the tailored content. Further still, the systems may modify a magazine (e.g., content that is presented electronically) based upon tailored content.

Claims

1. A method, comprising:

comparing, by a computer-based system, purchasing activity to tailored content;

wherein the tailored content is obtained as a result of a custom service dialog,

wherein the custom service dialog includes providing custom questions focused on obtaining more information about a custom service dialog request from a custom service dialog consumer,

wherein the custom service dialog is via at least one of an SMS message over an SMS communication channel, an application based service dialog over a web client or a magazine based service dialog,

embedding, by the computer-based system, the tailored content with at least one of a hyperlink or a uniform resource locator (URL) for each tailored option of the tailored content, the at least one of hyperlink or URL configured to cause retrieval, by a browser, of a website associated with the respective tailored option;

determining, by the computer-based system, an effectiveness of the tailored content,

wherein the effectiveness of the tailored content is based on the purchasing activity being related to the tailored content,

wherein the purchasing activity being related to the tailored content includes the purchasing activity occurring soon after exposure to the tailored content,

wherein the purchasing activity is obtained from a transaction processing system, determining, by the computer-based system, a purchase objective,

wherein the purchase objective is determined by analyzing categories of the purchasing activity,

collecting, by the computer-based system, a brand equity metric;

collecting, by the computer-based system, a revenue metric; and

analyzing, by the computer-based system, at least one of the brand equity metric or the revenue metric to demonstrate a business impact associated with the tailored content, wherein the purchase objective is a business objective.

2. The method of claim 1, wherein the brand equity metric comprises at least one of:

a number of downloads associated with an application for facilitating the custom service dialog, a promoter score of the application, a number of rewards points awarded to the custom service dialog consumer, a number of merchant partners, a number of pre-sale offers by merchants, a number of rewards points per the custom service dialog consumer, a market share or a social media metric associated with the application.

3. The method of claim 2, wherein the revenue metric comprises at least one of:

a number of custom service dialog requests associated with the custom service dialog consumer, a number of the service dialog requests that are fulfilled, an amount purchased per the service dialog request, a transaction history associated with the custom service dialog consumer, a tenure of membership associated with the custom service dialog consumer, or a number of custom service dialog consumers.

4. The method of claim 3, wherein the revenue metric comprises an average number of card purchases per the custom service dialog consumer, an average purchase price per consumer, or a cost associated with the application.

5. The method of claim 4, further comprising forwarding, by the computer-based system, a tailored option from a first consumer to a second consumer.

6. The method of claim 5, further comprising identifying, by the computer-based system, tailored content for the custom service dialog consumer based upon a consumer profile of the custom service dialog consumer and a consumer profile of a consumer in the consumer'"'"'s social network, wherein at least a portion of data in the consumer profile of the custom service dialog consumer is obtained from a transaction processing system.

7. The method of claim 6, further comprising linking, by the computer-based system, a first consumer to a second consumer as part of a social network.

16. The method of claim 1, wherein the computer based system facilitates payment by transmitting a payment option to the web client, wherein the payment option includes a selectable interface button, wherein selection of the payment option causes a transaction request to be sent from the computer based system to the merchant system.

17. The method of claim 1, wherein the magazine based service dialog includes a service dialog completed via an electronically customizable magazine displayed by the web client.

18. The method of claim 1, wherein the analyzing includes analyzing consumer preferences that are ranked based upon a weighting factor, and wherein the weighting factor is impacted by a selection by the consumer of the tailored content.

19. The method of claim 1, wherein the analyzing includes analyzing consumer preferences that are ranked based upon a weighting factor, and wherein the weighting factor is impacted by a transaction history associated with the consumer and a browsing history associated with the consumer, wherein the transaction history is obtained from the transaction processing system.

20. The method of claim 1, further comprising receiving, by the computer based system, global positioning system (GPS) data from the web client associated with the consumer, wherein the tailored content is further based on the GPS data.

8. An article of manufacture including a non-transitory, tangible computer readable storage medium having instructions stored thereon that, in response to execution by a computer-based system, cause the computer-based system to perform operations comprising:

comparing, by the computer-based system, purchasing activity to tailored content;

wherein the tailored content is obtained as a result of a custom service dialog,

wherein the custom service dialog includes providing custom questions focused on obtaining more information about a custom service dialog request from a custom service dialog consumer,

wherein the custom service dialog is via at least one of an SMS message over an SMS communication channel, an application based service dialog over a web client or a magazine based service dialog,

embedding, by the computer-based system, the tailored content with at least one of a hyperlink or a uniform resource locator (URL) for each tailored option of the tailored content, the at least one of hyperlink or URL configured to cause retrieval, by a browser, of a website associated with the respective tailored option;

determining, by the computer-based system, an effectiveness of the tailored content,

wherein the effectiveness of the tailored content is based on the purchasing activity being related to the tailored content,

wherein the purchasing activity being related to the tailored content includes the purchasing activity occurring soon after exposure to the tailored content,

wherein the purchasing activity is obtained from a transaction processing system, determining, by the computer-based system, a purchase objective,

wherein the purchase objective is determined by analyzing categories of the purchasing activity,

collecting, by the computer-based system, a brand equity metric;

collecting, by the computer-based system, a revenue metric; and

analyzing, by the computer-based system, at least one of the brand equity metric or the revenue metric to demonstrate a business impact associated with the tailored content, wherein the purchase objective is a business objective.

9. The article of claim 8, wherein the brand equity metric comprises at least one of:

a number of downloads associated with an application for facilitating the custom service dialog, a promoter score of the application, a number of rewards points awarded to the custom service dialog consumer, a number of merchant partners, a number of pre-sale offers by merchants, a number of rewards points per the custom service dialog consumer, a market share or a social media metric associated with the application.

10. The article of claim 9, wherein the revenue metric comprises an average number of card purchases per the custom service dialog consumer, an average purchase price per consumer, or a cost associated with the application.

11. The article of claim 10, further comprising facilitating, by the computer-based system, sharing of tailored content between consumers.

12. The article of claim 11, further comprising forwarding, by the computer-based system, a tailored option from a first consumer to a second consumer.

13. The article of claim 12, further comprising identifying, by the computer-based system, tailored content for the custom service dialog consumer based upon a consumer profile of the custom service dialog consumer and a consumer profile of a consumer in the consumer'"'"'s social network.

14. The article of claim 13, further comprising linking, by the computer-based system, a first consumer to a second consumer as part of a social network.

15. A system comprising:

a processor,

a tangible, non-transitory memory configured to communicate with the processor,

the tangible, non-transitory memory having instructions stored thereon that, in response to execution by the processor, cause the processor to perform operations comprising;

comparing, by the processor, purchasing activity to tailored content;

wherein the tailored content is obtained as a result of a custom service dialog,

wherein the custom service dialog includes providing custom questions focused on obtaining more information about a custom service dialog request from a custom service dialog consumer,

wherein the custom service dialog is via at least one of an SMS message over an SMS communication channel, an application based service dialog over a web client or a magazine based service dialog,

embedding, by the processor, the tailored content with at least one of a hyperlink or a uniform resource locator (URL) for each tailored option of the tailored content, the at least one of hyperlink or URL configured to cause retrieval, by a browser, of a website associated with the respective tailored option;

determining, by the processor, an effectiveness of the tailored content,

wherein the effectiveness of the tailored content is based on the purchasing activity being related to the tailored content,

wherein the purchasing activity being related to the tailored content includes the purchasing activity occurring soon after exposure to the tailored content,

wherein the purchasing activity is obtained from a transaction processing system, determining, by the processor, a purchase objective,

wherein the purchase objective is determined by analyzing categories of the purchasing activity,

collecting, by the processor, a brand equity metric;

collecting, by the processor, a revenue metric; and

analyzing, by the processor, at least one of the brand equity metric or the revenue metric to demonstrate a business impact associated with the tailored content, wherein the purchase objective is a business objective.