System and method for integrating a personal adaptive agent
AssigneeSBC Properties, L.P.
InventorsBenjamin A. Knott, Robert R. Bushey
Life of this patent
Estimating the term…
Abstract
An automated system for communication with inquiries includes a customer behavior engine and an organization policy engine. The customer behavior engine produces a model? of a customer's behavior and preference. The organization policy created a model of the preferences of the organization. An automated agent considers the preferences of both the customer and the organization to facilitate communication with the customer.
Claims20
An automated system for communicating with telecommunication customers comprising:
- a customer information database for storing customer information for a plurality of telecommunications customers, including a customer address and a customer phone number for each telecommunications customer;
- a customer behavior database for storing customer behavior data for the plurality of telecommunications customers including customer preferences, customer service plan information, and customer billing history information for each telecommunications customer;
- an organization policy database for storing organization policy preferences;
- a customer behavior engine operable to access information stored within the customer behavior database and generate a customer behavior model;
- an organization engine operable to access the policy database and generate an organization policy model;
- a negotiation module operable to compare the organization policy model and the customer behavior model and determine a communication action compliant with the organization policy model and the customer behavior model in response to a customer communication;
- and
- the customer behavior engine further operable to receive a customer response to the communication action and amend the customer behavior model based upon the received customer response.
An automated system for responding to inquiries comprising:
- an automated agent operable for facilitating customer and organization objectives comprising:
- a customer behavior engine operable to access a customer behavior database and formulate a customer behavior model;
- an organization policy engine operable to access and organization policy database and generate an organization policy model;
- a negotiation module operable to compare the organization policy model and the customer behavior model and select a communication action in compliance with the behavior model and the policy model;
- and
- the automated agent operable to transmit the communication action selected by the negotiation module to the customer in response to the received customer inquiry.
An automated system for facilitating customer and organization communication comprising:
- a customer behavior model,
- an organization policy model,
- a communication action database;
- and
- an automated agent operable to compare the customer behavior model and the organization policy model and select an appropriate communication action from the communication action database.
A method for facilitating customer and organization communication comprising”formulating a customer behavior model;
- formulating an organization policy model;
- comparing the customer behavior model and the organization policy model;
- and
- selecting an appropriate communication action based on the comparison.
Dependencies are inferred from the claim text.