Method and Apparatus for Building a User Profile, for Personalization Using Interaction Data, and for Generating, Identifying, and Capturing User Data Across Interactions Using Unique User Identification

Patent metadata

Field	Value
Publication number	US-2018374107-A1
Application number	US-201816118270-A
Country	US
Kind code	A1
Filing date	Aug 30, 2018
Priority date	Jan 23, 2013
Publication date	Dec 27, 2018
Grant date	—

Abstract

A computer-implemented method and a system facilitate social recognition of agents. A first user interface (UI) is presented to a customer on a device in proximity to the customer subsequent to a completion of an interaction of the customer with an agent. The first UI comprises one or more survey questions related to a performance of the agent. A determination of whether the performance of the agent satisfies a predetermined condition is performed based on an input received from the customer in response to the one or more survey questions. A second UI is presented to the customer to request the customer to provide an endorsement for the agent if the performance of the agent satisfies the predetermined condition. A posting of the endorsement on one or more social media profiles of the agent is effected upon receiving the endorsement for the agent from the customer.

First claim

1 . A computer implemented method of using a unique ID for capturing user data from across a plurality of channels, the method comprising;
providing a processor for implementing a user management module, said user management module creating a plurality of linkages across a plurality of channels, devices, and sessions through which a user interacts with a plurality of organizations, wherein each linkage is made probabilistically based on a user's journeys on said plurality of channels; said user management module either querying said user for at least one personal identifier or automatically identifying at least one of a plurality of user identifiers when said user interacts with said user management module, wherein said plurality of user identifiers is created, captured, or passed among said plurality of channels and across said plurality of organizations with which said user interacts; said user management module generating a unique ID for said user when said user management module receives said personal identifier from said user or automatically identifies said at least one of a plurality of user identifiers, wherein said unique ID is common for said user across all channels of interaction and across said plurality of organizations with which said user interacts; and said user management module processing information indicative of said user's interactions on said plurality of channels to continuously create a user profile used to personalize services for said user linked to said user profile via said unique ID.

2 . The method of claim 1 , wherein each linkage is made probabilistically based on machine learning and statistical models driven by behavior and attributes of said user's journeys on said plurality of channels.

3 . The method of claim 1 , wherein said personal identifier is any of a username, a telephone number, and an email ID.

4 . The method of claim 1 , wherein said unique ID is any of a unique alphanumeric user name, a unique telephone number specifically assigned for use by said user across any organization and channel of interaction, or a unique web link specifically assigned for use by said user, wherein a landing page of said unique web link is customized for said user.

5 . The method of claim 1 further comprising:
said user management module querying said user for a type of unique ID that said user desires to possess; and
said user management module generating said unique ID based on a response of said user to said query.

6 . The method of claim 1 further comprising:
said user management module tracking and storing a journey of said user at a time of generating and assigning said unique ID to said user.

7 . The method of claim 1 further comprising:
said user management module identifying said user based on said unique ID when said user for whom a unique ID has been generated and assigned contacts said user management module.

8 . The method of claim 7 further comprising:
said user management module querying said user regarding a service that said user is requesting once said unique ID of said user has been identified;
said user management module tracking an interaction journey and storing relevant information of said interaction journey in a database; and
said user management module using said relevant information for any of building, updating, and modifying said user profile that is linked to said unique ID.

9 . The method of claim 8 , wherein said relevant information comprises any of a time of interaction, mode of interaction, content or nature of query, and user location of said interaction journey.

10 . The method of claim 1 , wherein said user management module queries said user by any of an interactive voice response (IVR) system, a manual or automated chat session, or a popup widget in a webpage.

11 . The method of claim 1 further comprising:
said user management module attempting to enable said user to engage with a requested service when a response is received by said user management module from said user.

12 . The method of claim 1 further comprising:
said user management module checking for appropriate contact details of an organization and directing said user to said organization if said contact details are present.

13 . The method of claim 1 further comprising:
said user management module contacting directory assistance, obtaining a telephone number of an organization, and placing a telephone call to said telephone number of said organization; and
said user management module connecting said user to said telephone call when said telephone call to said organization connected.

14 . The method of claim 1 further comprising:
after identifying said unique ID of said user and querying said user for a requested service, said user management module routing said user to a webpage of an organization.

15 . The method of claim 1 further comprising:
said user management module operatively communicating with a customer service center of an organization from which said user intend to request services.

16 . The method of claim 15 further comprising:
said user management module recording interactions between said user and said customer service center during a user journey in a database; and
said user management module using information stored in said database for any of building, updating, and modifying said user profile linked to said unique ID.

17 . A computer device comprising:
a processor; and a memory including instructions that, when executed by said processor, causes said computer device to: create a plurality of linkages across a plurality of channels, devices, and sessions through which a user interacts with a plurality of organizations, wherein each linkage is made probabilistically based on a user's journeys on said plurality of channels; querying said user for at least one personal identifier or automatically identifying at least one of a plurality of user identifiers that are each created, captured, or passed among said plurality of channels and across said plurality of organizations with which said user interacts; generating a unique ID for said user upon receipt of said personal identifier from said user or automatically identifying said at least one of a plurality of user identifiers, wherein said unique ID is common for said user across all channels of interaction and across said plurality of organizations with which said user interacts; and processing information indicative of said user's interactions on said plurality of channels to continuously create a user profile used to personalize services for said user linked to said user profile via said unique ID.

18 . The computer device of claim 17 , wherein said user interacts on said plurality of channels through at least one of a webpage, chat application, social network, or electronic forum.

19 . The computer device of claim 17 , wherein said user interacts with said user management module via at least one of a telephone line, cellular communication, or voice over internet protocol (VOIP).

20 . A computer implemented method comprising;
creating a plurality of linkages across a plurality of channels, devices, and sessions through which a user interacts with a plurality of organizations; identifying at least one of a plurality of user identifiers that are each created, captured, or passed among said plurality of channels; generating a unique ID for said user based on said at least one of said plurality of user identifiers, wherein said unique ID is common for said us

Assignees

• [24]7 Ai Inc

Inventors

• Kannan Pallipuram V
• Vijayaraghavan Ravi
• Adusumilli Kranthi Mitra

Classifications

• H04L67/306

  User profiles · CPC title

• G06Q30/02

  Marketing; Price estimation or determination; Fundraising · CPC title

• H04L67/22

  Electricity · mapped topic

• G06Q30/0201 Primary

  Market modelling; Market analysis; Collecting market data · CPC title

• G06F17/3089

  Physics · mapped topic