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

• US 9,292,818 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:
  US14/320,263
• Publication Number:
  US 20140316842A1
• 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:

receiving, by a computer-based system configured for processing a service dialog, a plurality of custom service dialog requests for tailored content;

prioritizing, by the computer-based system, the plurality of custom service dialog requests based upon an urgency associated with each of the plurality of custom service dialog requests; and

performing, by the computer-based system and based on the prioritizing, a custom service dialog to obtain information related to the custom request,

wherein the custom service dialog includes providing custom questions focused on obtaining information about the custom service dialog request;

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;

transmitting, by the computer-based system, the tailored content,

wherein the tailored content is determined based upon at least one of the information related to the custom service dialog request, obtained content, a consumer profile, a consumer pattern, consumer preferences, or content metadata,

wherein at least a portion of data in the consumer profile is obtained from a transaction processing system,

wherein the content metadata includes category data associated with the tailored content, and

wherein the consumer preferences are ranked based upon highest percentage, spending amount, frequency of a behavior, and a weighting factor.

2. The method of claim 1, further comprising prioritizing, by the computer-based system, the custom service dialog request associated with a first item that will occur first in time over another custom service dialog request associated with a second item that will occur later in time.

3. The method of claim 2, further comprising processing, by the computer-based system, the plurality of custom service dialog requests based upon the urgency associated with each of the plurality of custom service dialog requests.

4. The method of claim 3, further comprising prioritizing, by the computer-based system, a message based custom service dialog request over at least one of:

an SMS communication channel, an application based custom service dialog request or a magazine based custom service dialog request.

5. The method of claim 4, further comprising facilitating, by the computer-based system, payment for an item related to at least one of the custom service dialog requests.

6. The method of claim 5, further comprising identifying, by the computer-based system, tailored content based upon at least one of the custom service dialog requests.

7. The method of claim 6, wherein the tailored content is listed in multiple choice format.

16. The method of claim 5, wherein the computer based system facilitates the payment by transmitting a payment option to a web client of the consumer, 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 4, wherein the magazine based service dialog includes a service dialog completed via an electronically customizable magazine displayed by a web client of the consumer.

18. The method of claim 1, wherein the weighting factor is impacted by a selection by the consumer of the tailored content.

19. The method of claim 1, 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 configured for processing a custom service dialog, cause the computer-based system to perform operations comprising:

receiving, by the computer-based system, a plurality of custom service dialog requests for tailored content;

prioritizing, by the computer-based system, the plurality of custom service dialog requests based upon an urgency associated with each of the plurality of custom service dialog requests; and

performing, by the computer-based system and based on the prioritizing, a custom service dialog to obtain information related to the custom request,

wherein the custom service dialog includes providing custom questions focused on obtaining information about the custom service dialog request;

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;

transmitting, by the computer-based system, the tailored content,

wherein the tailored content is determined based upon at least one of the information related to the custom service dialog request, obtained content, a consumer profile, a consumer pattern, consumer preferences, or content metadata,

wherein at least a portion of data in the consumer profile is obtained from a transaction processing system,

wherein the content metadata includes category data associated with the tailored content, and

wherein the consumer preferences are ranked based upon highest percentage, spending amount, frequency of a behavior, and a weighting factor.

9. The article of claim 8, further comprising prioritizing, by the computer-based system, the custom service dialog request associated with a first item that will occur first in time over another custom service dialog request associated with a second item that will occur later in time.

10. The article of claim 9, further comprising processing, by the computer-based system, the plurality of custom service dialog requests based upon the urgency associated with each of the plurality of custom service dialog requests.

11. The article of claim 10, further comprising prioritizing, by the computer-based system, a message based custom service dialog request over at least one of:

an SMS communication channel, an application based custom service dialog request or a magazine based custom service dialog request.

12. The article of claim 11, further comprising facilitating, by the computer-based system, payment for an item related to at least one of the custom service dialog requests.

13. The article of claim 12, further comprising identifying, by the computer-based system, tailored content based upon at least one of the custom service dialog requests.

14. The article of claim 13, wherein the tailored content is listed in multiple choice format.

15. A system comprising:

a processor configured for processing a custom service dialog,

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;

receiving, by the processor, a plurality of custom service dialog requests for tailored content;

prioritizing, by the processor, the plurality of custom service dialog requests based upon an urgency associated with each of the plurality of custom service dialog requests; and

performing, by the processor and based on the prioritizing, a custom service dialog to obtain information related to the custom request,

wherein the custom service dialog includes providing custom questions focused on obtaining information about the custom service dialog request;

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;

transmitting, by the computer-based system, the tailored content,

wherein the tailored content is determined based upon at least one of the information related to the custom service dialog request, obtained content, a consumer profile, a consumer pattern, consumer preferences, or content metadata,

wherein at least a portion of data in the consumer profile is obtained from a transaction processing system,

wherein the content metadata includes category data associated with the tailored content, and

wherein the consumer preferences are ranked based upon highest percentage, spending amount, frequency of a behavior, and a weighting factor.