Personalized Interactive Network with Knowledge Management System

Abstract

Systems and methods are disclosed for personalizing interaction between an information/service/product provider using a knowledge management (KM) system that tracks data exchanged between users and the provider over multiple communication channels. User requests to an information/service/product provider can made via multiple different channels, such as by using ATMs, PDAs, cell phones, computers accessing web sites or other Web Devices, Voice Response Units (VRUs), and others. User requests submitted over these multiple channels are routed into an integrated KM system that services these requests. The user requests are serviced in such a manner that they are personalized in multiple aspects to enrich the user's experience.

What is claimed is: 
     
         1 . A computer-implemented method for personalizing interaction between users and a provider in a multi-channel access system for accessing information of a plurality of products, comprising:
 storing in at least one non-transitory computer memory, data and instructions pertaining to users including account information;   accessing the at least one computer memory using a computer processor at a central server system to execute instructions and to perform steps including:   storing data in said at least one computer memory including account information for existing accountholders for at least one financial product;   transmitting, by the central server system, information electronically to at least some of said accountholders with solicitations to become registered accountholders for receiving personalized value propositions;   registering accountholders at said central server system based on positive responses to solicitations to become registered accountholders for receiving personalized value propositions;   storing in said at least one computer memory information of the registered accountholders;   receiving financial transaction requests from accountholders electronically at said central server system;   determining whether an accountholder making a request is a registered accountholder by comparing to information of the registered accountholders;   processing a plurality of value propositions at said server system to determine candidate value propositions for the requesting accountholder after determining that the accountholder is a registered accountholder;   selecting, by said central server system, from said candidate value propositions at least one personalized value proposition for the requesting accountholder;   electronically issuing the at least one personalized value proposition to said accountholder.   
     
     
         2 . A computer-implemented method for personalizing interaction according to  claim 1 , further comprising issuing a plurality of personalized value propositions for different financial products. 
     
     
         3 . A computer-implemented method for personalizing interaction according to  claim 1 , further comprising issuing a plurality of value propositions including at least one value proposition corresponding to an existing account provider and at least one value proposition corresponding to a third party other than said existing account provider. 
     
     
         4 . A computer-implemented method for personalizing interaction according to  claim 2 , wherein the different financial products corresponding to the value propositions include a credit card account and at least one other product. 
     
     
         5 . A computer-implemented method for personalizing interaction according to  claim 1 , further comprising: performing fulfillment of a personalized value proposition upon acceptance by the requesting accountholder. 
     
     
         6 . A computer-implemented method for personalizing interaction according to  claim 1 , wherein the request made by an accountholder is a credit card transaction. 
     
     
         7 . A computer-implemented method for personalizing interaction according to  claim 1 , further comprising transmitting said at least one personalized value proposition in a home page personalized for said accountholder based on profile data. 
     
     
         8 . A computer-implemented method for personalizing interaction according to  claim 1 , wherein the at least one personalized value proposition comprises one or more of currency and a new financial product. 
     
     
         9 . A computer-implemented method for personalizing interaction according to  claim 1 , wherein the plurality of candidate value propositions are for a plurality of different financial products. 
     
     
         10 . A computer-implemented method for personalizing interaction according to  claim 1 , wherein each of the candidate value propositions is assigned a weight or score based on the requesting accountholder. 
     
     
         11 . A computer-implemented method for personalizing interaction according to  claim 10 , further comprising adjusting down the weight or score of a candidate value proposition based on determining that the value proposition was previously issued to the requesting accountholder. 
     
     
         12 . A computer-based system for personalizing interaction between users and a provider in a multi-channel access system for accessing information of a plurality of products, comprising:
 at least one processor at a central server system;   at least one non-transitory computer memory coupled to the processor, the computer memory storing account information for existing accountholders for at least one financial product;   a content engine at said central server system transmitting information electronically to at least some of said accountholders with solicitations to become registered accountholders for receiving personalized value propositions;   a profile engine at said central server system registering accountholders based on positive responses to solicitations to become registered accountholders for receiving personalized value propositions;   a profile database in said at least one computer memory storing information of the registered accountholders;   a channel server electronically receiving financial transaction requests from accountholders;   wherein the central server system determines whether an accountholder making a request is a registered accountholder by comparing to information of the registered accountholders;   a personalization engine processing a plurality of value propositions at said server system to determine candidate value propositions for the requesting accountholder that is a registered accountholder;   wherein the personalization engine selects from said candidate value propositions at least one personalized value proposition for the requesting accountholder; and   wherein the channel server electronically issues the at least one personalized value proposition to said accountholder.