Bot Engine Segmentation for Personalized Content Delivery
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Solution Overview
Problem
Traditional automated marketing systems using bots struggle to provide targeted content to individual customers, as they are designed to handle frequent, common questions but fail to deliver curated and personalized information effectively.
Innovation Solution
A system comprising a bot engine, a CRM system, and a marketing server integrated with a content distribution server, which processes user messages to generate targeted responses using personalized data from the CRM database, allowing for ongoing, personalized interactions beyond active sessions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If automated marketing systems use bots to handle frequent common questions, then productivity increases, but the ability to provide targeted personalized content deteriorates
Solution Approach 1:
The system segments the bot architecture into multiple specialized components: a bot engine for handling common questions, a CRM system for storing personalized customer data, and a marketing server for delivering targeted content. This segmentation allows each component to specialize in specific functions while working together to provide both high-volume handling and personalization.
Solution Approach 2:
The patent introduces a marketing server as an intermediary component that bridges the bot engine and CRM system. This intermediary receives customer interaction data from the bot engine, retrieves personalized information from the CRM system, and delivers targeted marketing content back to customers, thereby enabling personalization without compromising the bot's efficiency in handling common queries.
2Loss of time
If bots automatically respond to user messages, then loss of time is reduced, but loss of information about individual customer context increases
Solution Approach 1:
The CRM system performs preliminary actions by pre-storing comprehensive customer profiles, purchase history, and contextual information before interactions occur. When the bot engine receives a user message, it can quickly retrieve relevant pre-prepared customer context from the CRM system, enabling fast automated responses that are still highly personalized without requiring time-consuming analysis during the interaction.
Data Source
AI summary
A bot engine, an application platform, and a content distribution server (CDS) are provided. When a user sends a user message (UM), the bot engine processes the content of the UM to generate one or more of a record insert or a query, and passes it to the application platform, which generates a user update message (UUM) based on the record insert or the query. In response to the UUM, the CDS can send the user additional content that is responsive to the original UM to solicit additional information from that user. For example, the CDS can generate a response message that includes content that is responsive to the content of the UM, and in response to the response message, the user can then send the CDS a user reply message (URM) that includes content pertaining to the user that is responsive to the content of the response message.