Method and system for providing personalized service over different contact channels

Abstract

A system comprising an analysis engine that interacts with a user profile server and a content management system. The user profile server is used to collect and manage data. The content management system manages a plurality of content types for a plurality of service points in real-time. A service point supports a content type.

1 . A method including: 
 receiving personal attributes for a first user and content to perform an analysis to generate a recommendation for the first user, the recommendation to include a plurality of content types, a first content type being personalized for the first user and being generated for a contact channel utilized to communicate with the first user and a second content type being personalized for a second user;    retrieving the first content type for the first user and for the contact channel utilized to communicate with the first user; and    retrieving the second content type for the second user.    
     
     
         2 . The method of  claim 1 , wherein the first user includes a customer and the second user includes an agent.  
     
     
         3 . The method of  claim 2 , further including receiving request data from the customer, the request data utilized in the analysis to generate the recommendation.  
     
     
         4 . The method of  claim 3 , further including selecting the agent based on the request data.  
     
     
         5 . The method of  claim 1 , wherein the contact channel includes any one of a group of contact channels including an e-mail contact channel, a telephone contact channel, a multi-media contact channel, an interactive voice response system contact channel, a postal contact channel, and a web site contact channel.  
     
     
         6 . The method of  claim 1 , wherein the contact channel is selected by the first user.  
     
     
         7 . The method of  claim 6 , wherein the contact channel is selected by an outbound campaign manager.  
     
     
         8 . The method of  claim 1 , wherein the retrieving the first content type is performed by at least one of an outbound campaign manager and a routing manager.  
     
     
         9 . The method of  claim 1 , wherein the personal attributes include static profile attributes and dynamically generated attributes.  
     
     
         10 . A system including: 
 an analysis engine to receive personal attributes for a first user and content to perform an analysis to generate a recommendation for the first user, the recommendation to include a plurality of content types, a first content type personalized for the first user and generated for a contact channel that is utilized to communicate with the first user and a second content type personalized for a second user;    a first service point to retrieve the first content type for the first user and for the contact channel utilized to communicate with the first user; and    a second service point to retrieve the second content type for the second user.    
     
     
         11 . The system of  claim 10 , wherein the first user includes a customer and the second user includes an agent.  
     
     
         12 . The system of  claim 11 , wherein the analysis engine receives request data from the customer to generate the recommendation.  
     
     
         13 . The system of  claim 12 , further including a routing manager to select the agent based on the request data.  
     
     
         14 . The system of  claim 10 , wherein the contact channel includes any one of a group of contact channels including an e-mail contact channel, a telephone contact channel, a multi-media contact channel, an interactive voice response system contact channel, a postal contact channel, and a web site contact channel.  
     
     
         15 . The system of  claim 10 , wherein the first user selects the contact channel.  
     
     
         16 . The system of  claim 10 , further including an outbound campaign manager that selects the contact channel.  
     
     
         17 . The system of  claim 10 , wherein the second service point includes an agent desktop server.  
     
     
         18 . The system of  claim 10 , wherein the personal attributes include static profile attributes and dynamically generated attributes.  
     
     
         19 . A system including: 
 a first means for receiving personal attributes for a first user and content to perform an analysis to generate a recommendation for the first user, the recommendation to include a plurality of content types, a first content type personalized for the first user and generated for a contact channel that is utilized to communicate with the first user and a second content type personalized for a second user;    a second means for retrieving the first content type for the first user and for the contact channel utilized to communicate with the first user; and    a second means for retrieving the second content type for the second user.    
     
     
         20 . A machine readable storage media containing executable program instructions which when executed cause a digital processing system to: 
 receive personal attributes for a first user and content to perform an analysis to generate a recommendation for the first user, the recommendation to include a plurality of content types, a first content type being personalized for the first user and being generated for a contact channel utilized to communicate with the first user and a second content type being personalized for a second user;    retrieve the first content type for the first user and for the contact channel utilized to communicate with the first user; and    retrieve the second content type for the second user.