Method and system for providing personalized service over different contact channels

a technology of personalized information and service, applied in the field of methods, can solve the problems of inability to provide different service levels for content targeting, inability to perform content management system functions, and inability to provide services

Inactive Publication Date: 2005-06-23
ASPECT COMM
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

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 sho

Method used

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  • Method and system for providing personalized service over different contact channels
  • Method and system for providing personalized service over different contact channels
  • Method and system for providing personalized service over different contact channels

Examples

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Embodiment Construction

[0020] One embodiment of the invention relates to an analysis engine coupled to a user profile server and a content management system. Data is transferred from multiple user data collection points to the analysis engine. Personalized services are driven by analysis results dynamically coupled with user information and service content. This allows businesses using this system to offer a customer an improved integrated solution.

[0021] Another embodiment of the invention relates to a content management system that is configured to manage a plurality of content types for the same logic item. Examples of content types include the suitable content types for a customer client, an agent client, an interactive voice response system client, and an e-mail client. The content management system provides a content item that is personalized to the receiving party. The receiving party may receive a first content type at the first service point and receive a second content type at the second servic...

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PUM

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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 ...

Claims

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Application Information

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IPC IPC(8): G06F7/10G06F17/30H04M1/64H04M3/00
CPCY10S707/99933G06F17/30867G06F16/9535
Inventor ZHAO, YAN
Owner ASPECT COMM
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