US6014647A
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US
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Customer interaction tracking
Assignee: FMR LLC
•
Filing: 1997-07-08
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Granted: 2000-01-11
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Expires: 2017-07-08
Abstract
Abstract A method for processing transaction data to provide easy access to customer interaction information that may not have been otherwise available or easily accessible. Mining stored information related to interactions with a customer produces personalized customer information that is stored in an interaction database. The personalized customer information is retrieved from the interaction database and used while interacting with the customer. The invention also provides a method for customized interaction processing. The structure of data stored the interaction database and rules are specified by meta data. The invention also provides a method for arranging references to stored interaction information in multiple disparate databases.
Inventors
- 👤 Marcia M. Nizzari
- 👤 Keith D. McNeill
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-04 14:24
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/5183; G; G06; G06Q; G06Q20/00; G06Q20/08; G06Q20/10; G06Q30/00; G06Q30/02; H04M3/42221; H04M3/5175; Y; Y10; Y10S; Y10S707/00; Y10S707/99931; Y10S707/99933
Claims Analysis
Total Claims: 55
Claim 1
Independent Claim
78 words
A method of processing an interaction between a customer and a business comprising: accessing stored information related to interactions with the customer to produce personalized customer information; storing the personalized customer information in an interaction database; retrieving the personalized customer information from the interaction database; and automatically interacting with the customer in accordance with the retrieved information; the interacting including an operator speaking to the customer; the method further comprising presenting the personalized customer information to the operator.
Claim 2
Independent Claim
78 words
A method of processing an interaction between a customer and a business comprising: accessing stored information related to interactions with the customer to produce personalized customer information; storing the personalized customer information in an interaction database; retrieving the personalized customer information from the interaction database; and automatically interacting with the customer in accordance with the retrieved information; the interacting including an operator speaking to the customer; the method further comprising presenting the personalized customer information to the operator.
Claim 3
Dependent Claim
22 words
The method of claim 1 wherein automatically interacting with the customer includes communicating with the customer by voice over a telephone channel.
Claim 4
Dependent Claim
20 words
The method of claim 1 wherein automatically interacting with the customer includes communicating with the customer over a data channel.
Claim 5
Dependent Claim
13 words
The method of claim 3 wherein the data channel is a data network.
Claim 6
Independent Claim
79 words
A method of processing an interaction between a customer and a business comprising: accessing stored information related to interactions with the customer to produce personalized customer information; storing the personalized customer information in an interaction database; retrieving the personalized customer information from the interaction database; and automatically interacting with the customer in accordance with the retrieved information, by determining a destination to which to route a telephone call with the customer; and routing the telephone call to that destination.
Claim 7
Independent Claim
79 words
A method of processing an interaction between a customer and a business comprising: accessing stored information related to interactions with the customer to produce personalized customer information; storing the personalized customer information in an interaction database; retrieving the personalized customer information from the interaction database; and automatically interacting with the customer in accordance with the retrieved information, by determining a destination to which to route a telephone call with the customer; and routing the telephone call to that destination.
Claim 8
Independent Claim
59 words
A method comprising, accessing stored information related to interactions with a customer to produce personalized customer information; the personalized customer information including a characterization of previous interactions with the customer; storing the personalized customer information from the interaction database; retrieving the personalized customer information from the interaction database; and interacting with the customer in accordance with the retrieved information.
Claim 9
Independent Claim
59 words
A method comprising, accessing stored information related to interactions with a customer to produce personalized customer information; the personalized customer information including a characterization of previous interactions with the customer; storing the personalized customer information from the interaction database; retrieving the personalized customer information from the interaction database; and interacting with the customer in accordance with the retrieved information.
Claim 10
Dependent Claim
23 words
The method of claim 6 wherein the personalized customer information includes an indication of the customer's membership in a defined group of customers.
Claim 11
Independent Claim
56 words
A method comprising: detecting patterns in elements of the stored information related to interactions with a customer producing personalized customer information in accordance with the detected patterns; storing the personalized customer information in an interaction database; retrieving the personalized customer information from the interaction database; and interacting with the customer in accordance with the retrieved information.
Claim 12
Independent Claim
56 words
A method comprising: detecting patterns in elements of the stored information related to interactions with a customer producing personalized customer information in accordance with the detected patterns; storing the personalized customer information in an interaction database; retrieving the personalized customer information from the interaction database; and interacting with the customer in accordance with the retrieved information.
Claim 13
Dependent Claim
25 words
The method of claim 8 wherein the elements of the stored information include a natural language text passage, a stored image, or an audio recording.
Claim 14
Independent Claim
61 words
A method comprising: grouping elements of stored information related to interactions with a customer to produce personalized customer information, the personalized customer information including a reference to the group of elements formed; storing the personalized customer information in an interaction database; retrieving the personalized customer information from the interaction database; and interacting with the customer in accordance with the retrieved information.
Claim 15
Independent Claim
61 words
A method comprising: grouping elements of stored information related to interactions with a customer to produce personalized customer information, the personalized customer information including a reference to the group of elements formed; storing the personalized customer information in an interaction database; retrieving the personalized customer information from the interaction database; and interacting with the customer in accordance with the retrieved information.
Claim 16
Independent Claim
60 words
A method comprising: tracking a series of interactions with a customer that occurred at different times; producing personalized customer information in accordance with a state of the tracked series of interactions; storing the personalized customer information in an interaction database; retrieving the personalized customer information from the interaction database; and interacting with the customer in accordance with the retrieved information.
Claim 17
Independent Claim
60 words
A method comprising: tracking a series of interactions with a customer that occurred at different times; producing personalized customer information in accordance with a state of the tracked series of interactions; storing the personalized customer information in an interaction database; retrieving the personalized customer information from the interaction database; and interacting with the customer in accordance with the retrieved information.
Claim 18
Independent Claim
60 words
A method for customized interaction processing comprising: accepting meta data; structuring data stored in an interaction database in accordance with the meta data; storing rules specified by the meta data; processing stored interaction information in accordance with the stored rules; and storing in the interaction database in accordance with the meta data the result of processing the stored interaction information.
Claim 19
Independent Claim
60 words
A method for customized interaction processing comprising: accepting meta data; structuring data stored in an interaction database in accordance with the meta data; storing rules specified by the meta data; processing stored interaction information in accordance with the stored rules; and storing in the interaction database in accordance with the meta data the result of processing the stored interaction information.
Claim 20
Dependent Claim
25 words
The method of claim 12 wherein the interaction database includes a relational database and structuring the data includes extending the schema of the relational database.
Claim 21
Dependent Claim
23 words
The method of claim 13 further comprising: accepting a meta data specification; and compiling the meta data specification to produce the meta data.
Claim 22
Dependent Claim
15 words
The method of claim 13 further comprising accessing the relational database using the extended schema.
Claim 23
Dependent Claim
23 words
The method of claim 12 further comprising determining which stored interaction information can be processed in accordance with one of the stored rule.
Claim 24
Dependent Claim
22 words
The method of claim 16 further comprising interacting with a customer, and wherein the determining and processing are performed during the interacting.
Claim 25
Dependent Claim
46 words
The method of claim 12 wherein the stored rules include rules defining unexpected events, and the method further includes: interacting with a customer; entering information about events involving the customer; and determining whether an event involving the customer is unexpected in accordance with the stored rules.
Claim 26
Independent Claim
102 words
A method for arranging references to stored interaction information in disparate databases comprising: storing transaction records each referencing one or more records in the disparate databases; grouping the transaction records into groups; storing event records each referencing one of the groups of transaction records; grouping the event records into groups; storing interaction records each referencing one of the groups of event records; grouping the interaction records into groups; storing container records each referencing one of the groups of related interaction records; and accessing a record in one of the disparate databases in accordance with references in a container or an interaction record.
Claim 27
Independent Claim
102 words
A method for arranging references to stored interaction information in disparate databases comprising: storing transaction records each referencing one or more records in the disparate databases; grouping the transaction records into groups; storing event records each referencing one of the groups of transaction records; grouping the event records into groups; storing interaction records each referencing one of the groups of event records; grouping the interaction records into groups; storing container records each referencing one of the groups of related interaction records; and accessing a record in one of the disparate databases in accordance with references in a container or an interaction record.
Claim 28
Dependent Claim
109 words
The method of claim 19 wherein the disparate databases include a text passage, a stored image, or an audio recording; storing transaction records each referencing one or more records in the disparate databases; grouping the transaction records into groups; storing event records each referencing one of the groups of transaction records; grouping the event records into groups; storing interaction records each referencing one of the groups of event records; grouping the interaction records into groups; storing container records each referencing one of the groups of related interaction records; and accessing a record in one of the disparate databases in accordance with references in a container or an interaction record.
Claim 29
Dependent Claim
27 words
The method of claim 19 further comprising deleting transaction or event records wherein the transaction or event records are accessed through a single interaction or container record.
Claim 30
Independent Claim
58 words
A system for interacting with a customer comprising: stored transaction information related to interactions with the customer; and an interaction database including personalized customer information obtained by mining accessing the stored information further comprising an automated system which controls an interaction with the customer, wherein the automated system controls the interaction in accordance with the personalized customer information.
Claim 31
Independent Claim
58 words
A system for interacting with a customer comprising: stored transaction information related to interactions with the customer; and an interaction database including personalized customer information obtained by mining accessing the stored information further comprising an automated system which controls an interaction with the customer, wherein the automated system controls the interaction in accordance with the personalized customer information.
Claim 32
Dependent Claim
28 words
The system of claim 22 further comprising an agent application, wherein the personalized customer information is presented through the agent application to an agent interacting with the customer.
Claim 33
Dependent Claim
26 words
The system of claim 22 wherein the automated system includes an automated telephone interaction system which communicates with the customer by voice over a telephone channel.
Claim 34
Dependent Claim
30 words
The system of claim 22 wherein the automated system further includes a telephone call router wherein a telephone call with the customer is routed according to the personalized customer information.
Claim 35
Dependent Claim
23 words
The system of claim 22 wherein the automated system includes an online application used to communicate with the customer over a data channel.
Claim 36
Dependent Claim
19 words
The system of claim 22 wherein the personalized customer information includes a characterization of previous interactions with the customer.
Claim 37
Dependent Claim
23 words
The system of claim 22 wherein the personalized customer information includes an indication of the customer's membership in a specified group of customers.
Claim 38
Dependent Claim
15 words
The system of claim 22 wherein the stored information includes a natural language text passage.
Claim 39
Dependent Claim
13 words
The system of claim 2 wherein the stored information includes an audio recording.
Claim 40
Dependent Claim
13 words
The system of claim 22 wherein the stored information includes a stored image.
Claim 41
Independent Claim
46 words
A system for interacting with a customer comprising: stored transaction information related to interactions with the customer; and an interaction database including personalized customer information obtained by accessing the stored information; and further comprising a pattern recognizer for detecting patterns in elements of the stored information.
Claim 42
Independent Claim
46 words
A system for interacting with a customer comprising: stored transaction information related to interactions with the customer; and an interaction database including personalized customer information obtained by accessing the stored information; and further comprising a pattern recognizer for detecting patterns in elements of the stored information.
Claim 43
Independent Claim
58 words
A system for interacting with a customer comprising: stored transaction information related to interactions with the customer; and an interaction database including personalized customer information obtained by accessing the stored information; and wherein the stored information includes elements grouped during mining the stored information, and wherein the personalized customer information includes a reference to the plurality of elements.
Claim 44
Independent Claim
58 words
A system for interacting with a customer comprising: stored transaction information related to interactions with the customer; and an interaction database including personalized customer information obtained by accessing the stored information; and wherein the stored information includes elements grouped during mining the stored information, and wherein the personalized customer information includes a reference to the plurality of elements.
Claim 45
Independent Claim
63 words
A system for customized interaction processing comprising: stored information related to interactions with the customer; and an interaction database including meta data and interaction data, wherein an arrangement of the interaction data is specified by the meta data; wherein the meta data includes processing rules, and wherein the interaction data includes the result of processing the stored information according to the processing rules.
Claim 46
Independent Claim
63 words
A system for customized interaction processing comprising: stored information related to interactions with the customer; and an interaction database including meta data and interaction data, wherein an arrangement of the interaction data is specified by the meta data; wherein the meta data includes processing rules, and wherein the interaction data includes the result of processing the stored information according to the processing rules.
Claim 47
Dependent Claim
26 words
The system of claim 34 wherein the interaction database includes a relational database and the arrangement of stored data includes the schema of the relational database.
Claim 48
Dependent Claim
26 words
The system of claim 34 further comprising a data model compiler, and wherein the meta data includes compiled meta data produced by the data model compiler.
Claim 49
Dependent Claim
14 words
The system of claim 34 wherein the processing rules includes rules defining unexpected event.
Claim 50
Dependent Claim
93 words
Customer interaction data stored on a computer readable medium and referencing disparate databases, the data comprising: transaction records each referencing one or more records in the referencing disparate databases; groups of transactions records each corresponding to a group of transaction records; event records each referencing one of the groups of transaction records; groups of event records each corresponding to a group of event records; interaction records each referencing one of the groups of event records; groups of related interaction records; and container records each referencing one of the groups of related interaction records.
Claim 51
Dependent Claim
93 words
Customer interaction data stored on a computer readable medium and referencing disparate databases, the data comprising: transaction records each referencing one or more records in the referencing disparate databases; groups of transactions records each corresponding to a group of transaction records; event records each referencing one of the groups of transaction records; groups of event records each corresponding to a group of event records; interaction records each referencing one of the groups of event records; groups of related interaction records; and container records each referencing one of the groups of related interaction records.
Claim 52
Dependent Claim
64 words
A computerized system for processing an interaction between a customer and a business, the system programmed to perform the functions of: accessing stored information related to interactions with the customer to produce personalized customer information; storing the personalized customer information in an interaction database; retrieving the personalized customer information from the interaction database; and interacting with the customer in accordance with the retrieved information.
Claim 53
Dependent Claim
64 words
A computerized system for processing an interaction between a customer and a business, the system programmed to perform the functions of: accessing stored information related to interactions with the customer to produce personalized customer information; storing the personalized customer information in an interaction database; retrieving the personalized customer information from the interaction database; and interacting with the customer in accordance with the retrieved information.
Claim 54
Dependent Claim
77 words
A computerized system for customized interaction processing, the system programmed to perform the functions of: accepting meta data; customizing an interaction database such that the structure of data stored in the interaction database is specified by the meta data; storing rules specified by the meta data; processing stored interaction information in accordance with the stored rules; and storing in the customized interaction database in accordance with the meta data the result of processing the stored interaction information.
Claim 55
Dependent Claim
77 words
A computerized system for customized interaction processing, the system programmed to perform the functions of: accepting meta data; customizing an interaction database such that the structure of data stored in the interaction database is specified by the meta data; storing rules specified by the meta data; processing stored interaction information in accordance with the stored rules; and storing in the customized interaction database in accordance with the meta data the result of processing the stored interaction information.
References Cited (Backward Citations)
US5737726A
Cited
USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2003-01-10 | 2003-07-12 | 2004-01-11 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2007-01-10 | 2007-07-12 | 2008-01-11 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2011-01-10 | 2011-07-12 | 2012-01-11 | $7700.00 | Window Closed / Lapsed |