Method and system for providing personalized service over different contact channels

Abstract

A system comprising an analysis engine that interacts with a user profile server and a content management system. The user profile server is used to collect and manage data. The content management system manages a plurality of content types for a plurality of service points in real-time. A service point supports a content type.

Description

CLAIM OF PRIORITY [0001] This application is a continuation of U.S. application Ser. No. 09 / 752,896 filed Dec. 26, 2000, which is incorporated herein by reference.FIELD OF THE INVENTION [0002] The invention relates generally to a method and apparatus for providing personalized information and services to individuals from a customer contact center. BACKGROUND [0003] Businesses are able to offer goods and services to customers located world-wide through networks such as the Internet. As people become increasingly at ease with purchasing goods and services over the Internet, businesses have been able to expand and flourish. Customers are generally interested in quickly perusing the goods and services offered by a business operating on the Internet. Businesses that offer personalized service to customers have a competitive edge over other businesses because customers will generally be serviced more quickly and will be provided with higher quality of service. [0004] Although there are a ...

AI Technical Summary

Problems solved by technology

One disadvantage to Net Perceptions system is that it is unable to provide different service levels for content targeting.

The knowledge management system provided by Net Perception cannot perform the function of a content management system.

One disadvantage to ATG's DYNAMO™ personalization server is that the services are not differentiated for different service points (e.g., for web, voice, Email, system internal usage, etc.) Although DYNAMO™ personalization server enables service rules (e.g., rules that indicate which groups of service content should be provided to which groups of customers), these service rules are unable to differentiate the content for one customer at different service points.

However, Interact is limited to a single service channel, i.e., Email, which does not support different content types for different service channels.

Additionally, the product is not integrated with customer intrinsic information-based personalization service.

Moreover, the product is not integrated with a content management system to differentiate different content types to different service points.

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