211 results about "Customer engagement" patented technology

Share of Wallet (“SOW”) is a modeling approach that utilizes various data sources to provide outputs that describe a consumers spending capability, tradeline history including balance transfers, and balance information. These outputs can be appended to data profiles of customers and prospects and can be utilized to support decisions involving prospecting, new applicant evaluation, and customer management across the lifecycle. The outputs can be used as attributes to consider in developing a credit bureau scorecard.

A system and method for providing customer activities while in queue allows for one or more customers to interact with one or more customer activities while waiting to speak with a live agent. The customers engage the customer activities while holding in a queue where the customer activities reduce the boredom, frustration, and perceived hold duration associated with holding to speak to a live agent. The customers are offered one or more options of the customer activities to interact with and the system and method monitors the customers' selections and interaction with the customer activities. As agents become available, each customer is transferred to an agent along with information regarding the customer's interaction with a selected customer activity. Upon completion of the interaction between the agent and the customer, the customer has the option to return to the selected customer activity and continue interacting with the selected customer activity.

A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center; and a rules engine executing on the one or more computerized servers, the rules engine accessible to the monitoring application, the rules engine enabled to generate and implement business rules. Upon detection by one of the monitoring applications of an instance of unsuccessful or incomplete interaction between a customer and the contact center, session data determined during monitoring is used by the rules engine to determine contact center-initiated activity to be implemented to establish new communication with the customer to resolve issues related to the unsuccessful or incomplete interaction.

Share of Wallet (“SOW”) is a modeling approach that utilizes various data sources to provide outputs that describe a consumers spending capability, tradeline history including balance transfers, and balance information. These outputs can be appended to data profiles of customers and prospects and can be utilized to support decisions involving prospecting, new applicant evaluation, and customer management across the lifecycle. The outputs can be used as attributes to consider in developing a credit bureau scorecard.

This invention is a Collaborative Funding Engine (the Engine) that accurately predicts initial demand for and facilitates the funding of design, research, development and / or delivery of products, and / or services (Outputs). The Engine enables one or a plurality of those (the Customers) who desire specific Outputs to combine their resources in Collaborative Funding Pools (CFPs) to fund the Outputs by an Output producer (the Provider) prior to the Output's creation. The Engine includes a Contingent Purchase Order (CPO) system that creates binding obligations on Providers and Customers contingent upon the CFP reaching a specified level (the Hurdle Level) of participation by Customers. The Engine includes an optional Relative Value Bidding feature that can allow each Customer in a CFP to determine its own price for an Output. As a result, different Customers can pay different prices for the same Output depending upon the Output's relative value to the Customer. The collaborative activity of the Engine is stimulated by its Notification Management Module, which informs Providers and Customers of activity within the Engine.

A system and method of discounting a price-per-unit (PPU) of fuel during a fueling transaction by a customer at a fuel merchant. In one aspect, the invention identifies an issuer of the customer's credit card, associates the issuer with a PPU discount for the fuel, and discounts the posted PPU by an amount equal to the PPU discount associated with the identified credit card issuer. In another aspect, the invention determines that the customer participates in a reward program with a vendor with whom the fuel merchant has a relationship agreement for providing PPU discounts for fuel in exchange for redeemed reward points from the reward program. The customer's reward points are converted to a PPU discount, and the posted PPU of the fuel is discounted accordingly.

Systems for monitoring and analyzing behavior in various applications and uses thereof. Generally, the systems (and uses thereof) are for monitoring and analyzing consumer purchasing behavior in real-time to drive sales via engaging digital customer experiences. In embodiments, the disclosed system can include a retail store system that features and includes MAC address tracking, user eye tracking, object identification of goods on shelves, open API, advertising broker rules engine. In addition, the system can include a customer engagement with interactive output displays including displays with demographic intelligence, displays with demographics and MAC-panels throughout store at product, displays with demographics and MAC-single panel or few panels scattered throughout store, automated customer assistance at shelf, customer purchase at shelf.

A Customer Relationship Management (CRM) system includes a CRM Client, CRM Engine, and Relational Database Management System (RDBMS). The CRM Client, CRM Engine, and RDBMS integrate a suite of services that allow users to plan, manage, and execute promotional or marketing campaigns, build customer segments, score customers, and analyze customer behavior, product purchases, and response to promotional campaigns. The services include an automated Analytic Data Set Creation service, which simplifies and automates the process of creating analytic data sets useful for modeling and analysis out of operational data stored in the relational database, and a Response Modeling service, which automatically creates promotion response models to score individual customers based on that model in order to predict which customers are most likely to respond to a future promotional campaign.

Improvement of customer experiences during online commerce is accomplished by providing unique experiences to customers as a result of anticipating customer needs, simplifying customer engagement based on predicted customer intent, and updating system knowledge about customers with information gathered from new customer interactions. In this way, the customer experience is improved.

The present invention provides a system, architecture and process to support new interaction paradigms in customer support. Specifically, the approach of the present invention will unify through a new process and innovative system architecture the two basic methods of in house support and online support. To accomplish this unification, the present invention enables customers to work together as peers in problem resolution by exploiting the customer expertise (they work with the products on a daily basis and often have deep understanding what works / does not work). Among other things, the present invention provides: incentives for customers to participate in this new support; a rating infrastructure in which multiple good ratings helps to become “THE EXPERT” by increasing the score; incentives upon receipt of good ratings and or certain score levels; a problem routing mechanism; Master Data Management (MDM) for insights in customers and products.

In a network-based bill pay service including a navigating software for emulating a client in network navigation, a software application for collecting and normalizing client data, and a network interface for presenting the information to the client, a method for increasing the level of client participation in the service includes steps (a) navigating to a client site; (b) accessing and mining client data for payee account data; (c) analyzing the mined payee account data for fullness of information and if required searching and adding new relevant information to the payee account data; (d) formatting the payee account data into an interactive bill pay account module; and (e) presenting the bill-pay service option and the bill pay account module relative to the payee account data to the client as an opportunity.

A promotional system initiated by capturing encoded images with mobile phones supports interactions between customers and vendors. A host site receives and decodes an information-bearing image captured with a customer's mobile phone. The image preferably appears on a vendor's product or place of business, such as a retail outlet. The host site also acquires information distinguishing the customer, such as the customer's telephone number or location. The information extracted from the information-bearing image is processed together with the information from the customer and a reply is sent to the customer to engage the customer in a promotion.

The present invention provides a closed-loop system that allows the operator of video gaming machines or other systems to offer an event for customer participation, receive funding for participation in the event, and providing feedback regarding the results. More specifically, a video game customer may receive notification of an invitation to place a bet on an event, participate in a transaction, or otherwise receive information or interaction. The use can press buttons on the video gaming machine to indicate choices, provide funding, and placing bets on an event. The funding for such participation may be directly deducted from the customer's balance on the video gaming machine.

In a network-based bill pay service including a navigating software for emulating a client in network navigation, a software application for collecting and normalizing client data, and a network interface for presenting the information to the client, a method for increasing the level of client participation in the service includes steps (a) navigating to a client site; (b) accessing and mining client data for payee account data; (c) analyzing the mined payee account data for fullness of information and if required searching and adding new relevant information to the payee account data; (d) formatting the payee account data into an interactive bill pay account module; and (e) presenting the bill-pay service option and the bill pay account module relative to the payee account data to the client as an opportunity.

Systems and methods for providing a merchant-customer engagement system include a physical merchant location in which a customer may be tracked to determine products within the physical merchant location that the customer is interested in. A merchant may use a wearable merchant device that is configured to identify the customer via a camera that captures an image of the customer, and that image may be used to retrieve customer account information for that customer. Using the customer account information and the products that the customer is showing interest in, the wearable merchant device may be used to display merchant-customer engagement information next to a view of the customer to allow the merchant to help the customer while utilizing a variety of displayed information about the customer including, for example, past purchases, products browsed in-store and previously browsed online, time spent in an area of the physical merchant location, etc.

A system and method of ordering components over the Internet. A website owner would provide websites for one or more wholesalers including a home page for each of the wholesalers on the Internet as well as various cascading website pages. A customer would be able to determine whether a particular component was in stock utilizing the webpage of a particular dealer and would have the ability to order that component from that wholesaler. The customer can request a blind shipment which conceals the fact that the product came from the wholesaler's inventory and not the customer's inventory. Additionally, one or more graphical representations would be provided illustrating the customer's participation in a bonus discount program. More specifically, a bar graph would be used to show the user's participation. When an order is in place, the height of the bar graph would increase until it reaches a particular target value. An exchange platform can be provided allowing a number of customers to retrieve the inventories of a number of sellers. The customer could search the inventories of the sellers and would be able to contact the sellers directly to place an order to utilize the exchange platform to place the order.

A system for providing integrated system solutions includes a set of process descriptions; a set of work product descriptions; and engagement models collecting the process descriptions and work product descriptions into a models for implementing typical projects addressing marketplace requirements. A systems integration method includes the steps of defining an engagement model which will be used to address a market place requirement; utilizing the engagement model to create an engagement template which specifically addresses client requirements within the market place; and measuring, monitoring and controlling client engagements based upon the engagement model.

A network of data processing-based and telecommunications-based apparatuses and systems are disclosed, including a product sub-system that interacts with a user, gathers information from the user, communicates the information to the product's vendor, and receives new pre-programmed interactions from the vendor for future interactions with the user. In addition to this computing / networking apparatus which is a sub-system in or attached to a product or service, other components of this invention include a data processing system for constructing and downloading pre-programmed interactions to the product sub-system; a communications sub-system for transmitting the data directly from the product sub-system to the vendor's computer; a communications apparatus for reading the product sub-system's data, transmitting it to the vendor's computer, and downloading new pre-programmed interactions to the product sub-system; a data processing system that resides in the product sub-system and conducts numerous types of interactions with a user; and a data processing system that resides in the vendor's computer and analyzes and reports the information gathered from product users. This invention may be built into a variety of products and services to establish networks of customer-vendor interactions and communications. It makes possible new customer roles and contributions to the design and development of products and services, and the nature of customer-vendor relationships. A variety of functions are enabled by this invention, which include (depending on the configuration of a particular product sub-system) inquiries, reports, suggestions, help, interactive services, transactions and two-way real-time communications. As a complete system, this invention may be viewed as a new medium through which customers interact directly with products and services at the time they are using them, to describe their conception of what the product or service should be and how the vendor should work with them to satisfy their needs better. The customer data, suggestions and other information are transmitted to the product vendor's computer where they are collected, analyzed by automated means and presented in automated reports to product managers, product designers and other decision makers. This source of continuous customer-based information may assist in improving products, services and customer relationships both sooner and more accurately, thereby producing strategic business advantages over competitors who do not engage in a similar improvement dialog with their customers. Over time, the cost of incorporating such sub-systems may fall and the impact from using them may rise, producing a greater reliance on customer involvement and customer input into a growing range of business decisions. This may produce a gradual transfer, from vendors to customers, of conceptual commercial guidance, both in individual cases and in aggregate. This invention suggests the emergence of a “partnership capitalist” economy in which a variety of interactive products and services link customers and vendors with networks that are built into those products and services, producing greater understanding, efficiency and accuracy in designing, manufacturing and selling the products, services and lifestyles that customers truly want.

Share of Wallet (“SOW”) is a modeling approach that utilizes various data sources to provide outputs that describe a consumers spending capability, tradeline history including balance transfers, and balance information. These outputs can be appended to data profiles of customers and prospects and can be utilized to support decisions involving prospecting, new applicant evaluation, and customer management across the lifecycle. The outputs can be used as attributes to consider in developing a credit bureau scorecard.

Systems and methods for providing a merchant-customer engagement system include a physical merchant location in which a customer may be tracked to determine products within the physical merchant location that the customer is interested in. A merchant may use a wearable merchant device that is configured to identify the customer via a camera that captures an image of the customer, and that image may be used to retrieve customer account information for that customer. Using the customer account information and the products that the customer is showing interest in, the wearable merchant device may be used to display merchant-customer engagement information next to a view of the customer to allow the merchant to help the customer while utilizing a variety of displayed information about the customer including, for example, past purchases, products browsed in-store and previously browsed online, time spent in an area of the physical merchant location, etc.

An automated system and method for customer management deploys customer databases to profile customer service requests for distribution to appropriately assigned agent representatives. The representatives adopt particular roles according to customer care volume, inquiry type, time of day and other customer management needs. Consumer profiles may be accessed in real time to combine customer care events with cross-selling and other promotions related to the consumer's transaction history and other factors.

A point service—customer management system for conducting one-to-one promotion suitable for customer information analysis results such as customer histories and good customer degree and for customer preference, relative to each individual customer, without storing customer personal information in a server on a company side, wherein a terminal is provided to which only the promotion information matching customer conditions is presented from a shop to a customer by extracting it from promotion information generated in accordance with customer information analysis results such as a point value and a customer rank changing with a customer shopping from time to time, and a program is provided which runs on the terminal for receiving such promotion information.

A system and method for helping users perform and manage actions on their to-do lists tasks by making it fun, rewarding and engaging. The system and method will help users make the task of performing and managing to-do lists tasks fun by providing tools, rewards and incentives for the user, encouraging them in a socially connected way to do the tasks. The present invention further embodies a Recognition Factor for rewarding users who complete tasks in accordance with the Offer Database and Rewards Engine, and further includes a Content Database for associating media to a to-do-list task.

A computer-implemented method is disclosed for providing a customer engagement platform to increase residential water-user efficiency with one or more servers programmed to execute the method. The method comprising estimating, with the one or more servers, outdoor irrigable area of a household, wherein the estimating includes calculating outdoor irrigable land of the household for estimating outdoor water usage of the household.

A method and system for using a portable memory device, for example, a removable USB flash memory drive, by a customer to participate in an incentive program. A business entity temporarily receives the memory device from the customer, for example, at a point of sale, and looks for an identification means of the customer in the device and creates one if it doesn't exists. The identification means comprises a unique customer identifier and an association means and various other data elements. The business entity uses the identifier in the device to establish link between the device and the incentive program. In one embodiment, the incentive program account is created by the entity without requesting any information from the customer, by creating a unique anonymous customer identifier in the device. The customer may use the device as one centralized unit to represent a plurality of incentive programs.

Embodiments of the invention are directed to systems, methods and computer program products for providing an interactive conference, such as a video conference. The system, methods, and computer program products determine that an operative connection is being established between a user device of a user and a system associated with a representative of a financial institution, such that the user and the representative may conduct a conference; provide a document viewable by both the user and the representative during the conference; and enable the document to be edited by at least one of the user and the representative during the conference. The document may be an uploaded document or an account view. The system, method, and computer program product provide augmented service to customers of financial institutions when the customers are participating in a conference with a representative of the financial institution.

A method for delivering advertising content from a central office to customer interfaces positioned at a plurality of remote local stores includes the steps of storing the advertising content on a content control server at the central office and transmitting the advertising content from the central office to customer interface control servers at each of the plurality of remote local stores. The method further includes the step of transferring the advertising content from the customer interface control servers to each of the customer interfaces. The advertising content is displayed at the customer interface in response to a content trigger sent from the customer interface control server.