Dynamic Post-Transaction Offer Control via Trust Indicators
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Solution Overview
Problem
E-commerce platforms face challenges in managing post-transaction offers, as conventional solutions either block all offers indiscriminately, leading to lost sales opportunities or waste resources, or allow them without control, potentially negatively impacting customer experience due to inability to determine real-time customer responses.
Innovation Solution
A method and system for dynamically controlling the presentation of post-transaction offers based on historical customer response data, using trust indicators to determine whether to provide or block offers in real-time, allowing enhanced presentation formats for positive responses and blocking for negative responses.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If post-transaction offers are blocked across all stores, then customer experience is protected from negative impacts, but sales opportunities are lost
Solution Approach 1:
The system applies different trust indicators to different online stores based on their historical customer response data. Stores with positive customer responses receive approval to display post-transaction offers, while stores with negative responses have offers blocked. This local differentiation resolves the contradiction by allowing sales opportunities at trustworthy stores while protecting customer experience at stores with poor offer history.
Solution Approach 2:
The system dynamically changes the parameter of offer presentation based on the trust indicator value. When the trust indicator exceeds a threshold, offers are presented; when it falls below, offers are blocked. This parameter-based dynamic control allows the system to adapt between protecting customer experience and capturing sales opportunities based on real-time trust assessments.
2Productivity
If post-transaction offers are allowed without control, then sales opportunities are maximized, but computer processing resources are wasted on unattractive offers
Solution Approach 1:
The system performs preliminary assessment of customer response history before presenting post-transaction offers. By calculating trust indicators based on historical data in advance, the system pre-determines which stores should receive offers, avoiding waste of processing resources on stores where offers would be ignored or rejected.
Solution Approach 2:
The system uses historical customer response data to automatically determine trust indicators and make decisions about offer presentation. This self-service mechanism eliminates the need for manual review of each offer-customer pairing, reducing processing resource requirements while maintaining effective offer delivery.
3Adaptability or versatility
If manual determination of customer response is used, then offer presentation can be customized, but real-time control during transaction process is insufficient
Solution Approach 1:
The system uses historical customer response data as feedback to automatically calculate trust indicators and determine whether to present offers. This feedback loop enables the system to adapt offer presentation based on past customer behavior patterns, achieving customization without manual intervention while maintaining real-time control speed.
Solution Approach 2:
The system replaces manual human judgment (mechanical system) with automated algorithms that calculate trust indicators based on historical data. This substitution maintains the adaptability and customization of manual review while achieving real-time processing speed required during the transaction process.
Data Source
AI summary
Systems and methods for selectively providing post-transaction offers are described. During a transaction process for a first transaction associated with an online store, a request to provide a post-transaction offer is received. A first trust indicator associated with the online store is determined. The first trust indicator is based on historical customer response to the same or a different post-transaction offer. After determining that the first trust indicator satisfies a first trust threshold, the post-transaction offer is provided after completion of the first transaction.