Personalized interactive network architecture

Abstract

A system for personalizing interaction between a user communicating over at least one communication channel and a provider of information/products/services, the user having a communication device for communication over the channel with the provider, the system comprising a channel interface for interfacing with the channel, an information/product/service interface for interfacing with an information/product/service provider; and a knowledge management system coupled to the channel and information/product/service interface, the knowledge management system comprising a knowledge management repository storing information concerning the user, the information obtained from interaction with the user over the channel including current interactions between the user and the knowledge management system, and further storing information concerning a plurality of information/products/services to offer to the user, and a personalization engine for making a decision as to which of the plurality of information/product/services to present to the user over the communication channel based on the stored information in the knowledge management repository.

Description

CROSS REFERENCE TO RELATED APPLICATIONS [0001] This application is a continuation of U.S. patent application Ser. No. 09 / 564,783, filed May 4, 2000, which in turn claims the benefit of and incorporates by reference the subject matter of U.S. Provisional Application Ser. No. 60 / 165,739, filed Nov. 15, 1999. Both U.S. patent application Ser. No. 09 / 564,783 and U.S. Provisional Application Ser. No. 60 / 165,739 are hereby incorporated by reference in their entirety.BACKGROUND OF THE INVENTION [0002] The present invention relates to a system for personalized interaction over a communications channel between a user and a provider of information / services / goods. In particular, the present invention allows for personalized interactivity between an Internet web site user and the web site provider of information / services / goods. For example, the present invention allows a provider of services, for example, a provider of financial services such as a bank, to interact personally through a customer...

AI Technical Summary

Benefits of technology

[0016] Further, the system of the invention can be used with any interactive communication channel and further is applicable to a wide variety of goods/products/services/information including, without limitation, financial products/services, legal products/services, entertainment products/services, government products/services, personal products/services, corporate products/services, consumer/individual products/services and information in general. For example, with respect to financial institutions, information such as payment information, statements, documents and files can be stored. Personalized offerings can be provided to the customer in such areas as archives for legal requirements, product fulfillment and customer service. For law firms, document storage can be provided and the interaction personalized. For example, archives for legal requirements or data mining of intellectual property are some examples of personalized offerings which ca

Problems solved by technology

There are some limited forms of personalized interactive systems presently in operation, in particular, over the Internet.

However, these systems are limited in scope, and basically only use what is known as collaborative filtering to infer either what should be offered next or to make recommendations to the user.

Although offering the ability to be implemented over different networks, not just the internet, this system offers limited ability to customize the interaction between the customer and the provider of goods/services so that each customer interacts in a unique way with the provider based on the customer's preference, characteristics, lifestyle, etc.

However, the system is not capable of making knowl

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