Customer messaging service

#The invention pertains to a customer messaging and alerting service. In particular, the service provides for multi-channel communications between customers and businesses, and provides a means for businesses to create alerts for target customers that are routed via each customer's specified alert hierarchy.

#Electronic interactions between a business and its customers currently are typically reactive, responding to each customer request separately. In addition, business responses are typically rigid, tending to be seller-centric. For example, some companies offer only one or two ways for customer interaction with customer service personnel and only for specified time periods. Thus, customers must do business with their suppliers under each company's terms, and the customer support infrastructure is used only when a customer requests assistance.

#One of the most popular forms of communicating privately between persons, one-on-one, via personal computer (PC) and other devices, including personal digital assistants (PDA) and Web-enabled phones, is called instant messaging. There are various forms of instant messaging systems that do not work with one another, such as America Online's Instant Messenger and Yahoo! Messenger. But each of the instant-messaging systems allow a user to create a special list that enables the user to be informed when a “buddy” (one of the users on the special list) has come online, and that person is also informed that the user is online. The system works because a piece of client software running on each person's PC allows a connection to an Instant Messaging server to be made, and permits the user to be logged into the server by supplying the user's screen name and a password. The client software then sends a list of “buddies” to the server, which checks to see if anyone on the list is currently online, and continues checking as long as the user runs the client software.

#FIG. 1 is a simplified block diagram of a customer messaging and alerting service (CMAS) according to the invention.

#FIGS. 2A-2C are simplified computer screen shots illustrating an implementation of the enrollment process followed by a customer to enroll in the CMAS.

#FIG. 2D is a table listing the types of customer profile data that CMAS may acquire for customers.

#Like reference numbers in the drawings indicate like elements.

#FIG. 1 is a simplified block diagram 10 of a customer messaging and alerting service (CMAS) 12 that connects a plurality of different types of businesses 14a-14g to a plurality of customers 16a-16n. A customer may be defined as a person, business entity or employee of a business that uses and subscribes to the CMAS services. A particular customer may have multiple devices at her disposal for communication, any or all of which may be designated for communications with chosen businesses. In an implementation, the customer may wish to request information from one or more of the businesses affiliated with the CMAS. For example, customer 16a may use a computer running instant-messaging software, an e-mail program and a website chat program, while customer 16b may also utilize a computer, a wireless phone and a personal digital assistant with wireless communications capability. As long as both customer 16a and 16b are enrolled, which is explained below, both can use any of their devices to communicate with one or more businesses of their choice.

#A feature of the CMAS system is the capability for a customer to use instant messaging as a communications tool to request information. The customer generates a “special list” of “buddies” that include chosen businesses so that conversational, humanistic customer care can be delivered to that customer. If instant messaging is used, then conversational, humanistic customer care may be delivered by what some consider to be the most natural and personal electronic interface medium. Further, the CMAS system may include natural language processing (NLP) that permits a customer to form natural language queries that can be interpreted and answered based on industry-specific and enterprise-specific customer intention models. Each company may develop its own proprietary, industry-specific business processes codified in the natural language processing linguistics and intent-response models used for their field. Some examples of how such natural language queries may be formed, interpreted and answered will be given below.