Personalized interactive network architecture
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[0037] With reference now to the drawings, FIG. 1 is an overall block diagram of the architecture of the invention for providing personalized interaction between a provider of information and / or goods and / or services and a customer. A customer 1 interacts with the system through any of a number of distribution channels 10 which may comprise, for example, the Internet, automatic teller machines / kiosks, direct mail (email, fax, letter, etc.), Extranet, an Intranet, call centers, and branch offices, without limitation. The system includes an integrated knowledge management component or personalization system 100 to be described in greater detail. The component 100 implements such functions as scoring (propensity rating), campaign management, knowledge engineering, analysis and mining of information, data warehousing, forming customer profiles, providing customer profiles, and contacting management. The system component 100 includes a decision engine to make decisions to enable the syst...
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