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US 2014/0006293 A1Published application
Multi-channel customer identification
Assignee24/7 Customer, Inc.
InventorsAndrew CHANG, Dan REED, Quang NGUYEN, A. Kranthi MITRA
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Abstract
Unique customer identification and behavior is linked between either concurrent or sequential channels of engagement. Unique identifiers are created, captured, and/or passed between these multiple contact channels, e.g. Web, mobile, IVR, phone, automotive, television, to identify and tag the customer and their context, e.g. history, pass behavior, steps progressed, obstacles and/or issues encountered, etc., uniquely.
Claims20
A computer implemented method for multi-channel customer identification, comprising:
- creating a unique customer identification;
- identifying contextual customer behavior for a plurality of channels of customer engagement;
- and
- linking said unique customer identification and said contextual customer behavior in real time between any of said plurality of channels of customer engagement to identify and tag said customer and said customer's context uniquely, wherein said channels are accessed any of concurrently and sequentially.
1 more element
A computer implemented method for multi-channel customer identification, comprising:
- a processor automatically identifying a set of customer behaviors that occur separately, within or across channels and devices and within and across sessions;
- said processor making an association of different behavior dusters to a same individual;
- said processor assigning a unique identifier to said individual;
- said processor tracking a larger information set comprising any of two or more behavior sets and journey sets as belonging to the same individual;
- and
- said processor outputting context, behavior, and predictions based on said larger information set.
3 more elements
Dependencies are inferred from the claim text.