Personalizing user experience across channels

Abstract

Methods and apparatuses are described for providing a centralized treatment selector for providing personalized cross-channel treatments for a given user. A computing device of a system establishes a first communication session with a user in a first channel. The system receives, at a treatment selector application, a user identifier and an experience context from the first channel. The system retrieves, from a treatment map store, one or more treatment maps compatible with the experience context, wherein the one or more treatment maps comprise an eligibility rule. The system obtains customer attributes for the user from an attribute store using the user identifier. One or more treatment maps and the customer attributes are provided to an eligibility rule engine that in turn identifies a set of eligible treatment maps based on the customer attributes and the eligibility rules for each of the one or more treatment maps. Identifiers for one or more of the set of eligible treatment maps are returned to the first channel. The first channel retrieves and applies, using the identifiers, a treatment map selected from the set of eligible treatment maps using a treatment catalog.

Dependencies are inferred from the claim text.