Adaptive cloud conversation ecosystem

Abstract

An adaptive cloud conversation ecosystem that expands on the capabilities of an adaptive cloud conversation platform by allowing for integration of conversations across brands with a single consumer account and incorporation of edge computing data from multiple consumer devices into brand and consumer decision-making. The core of the ecosystem is an adaptive cloud conversation platform capable of making automated decisions regarding when and how to establish on-going communications with consumers so as to maximize the relationship between the consumer and a given brand. Adaptive ecosystem applications expand on the capabilities of platform by providing context-specific utilities that are compatible with platform and therefore capable of applying the adaptive conversation platform's capabilities to a variety of subject matters.

What is claimed is: 
     
         1 . An adaptive cloud conversation platform, comprising:
 an adaptive platform client application operating on a first computing device comprising a first memory and a first processor, the adaptive platform client application configured to cause the first computing device to:
 receive input regarding a subject matter; 
 retrieve a first consumer profile for a consumer operating the first computing device from a local consumer profile database stored on the first computing device, the first consumer profile comprising a consumer identifier and one or more attributes of the consumer; 
 compare the input to the one or more attributes to determine whether a conversation should be initiated with a brand; and 
 where the determination is that a conversation should be initiated, send a request for initiation of a conversation to the conversation manager, the request comprising the consumer identifier and the subject matter; 
   a second computing device comprising a second memory, a second processor, and a non-volatile data storage device;   the conversation manager comprising a first plurality of programming instructions stored in the second memory which, when operating on the second processor, causes the second computing device to:
 receive the request for initiation of the conversation from the adaptive ecosystem application; 
 using the consumer identifier, retrieve a second consumer profile for the consumer from a cloud consumer profile database, the second consumer profile comprising a plurality of consumer data about the consumer and a plurality of consumer contact preferences for the consumer; 
 retrieve brand information for a plurality of brands from a brand database; 
 process the consumer data of the second consumer profile, the subject matter, and the brand information through a first machine learning algorithm to obtain a brand recommendation for initiating a conversation with the consumer; 
 process the consumer contact preferences of the consumer profile and the contact channels of the brand information through a second machine learning algorithm to obtain a recommended callback time and a recommended callback channel for a callback from the brand to the consumer about the subject matter; 
 schedule the callback from the brand to the consumer about the subject matter at the callback time through the callback channel; and 
 send the scheduled callback to a callback manager for implementation; 
   the callback manager comprising a second plurality of programming instructions stored in the first memory which, when operating on the first processor, causes the first computing device to:
 receive the callback schedule; and 
 execute the callback schedule by establishing communications between the brand and the consumer at the selected time through the selected channel as indicated in the callback schedule. 
   
     
     
         2 . The method of  claim 1 , wherein the adaptive platform application is downloaded to the first computing device from a set of applications stored in and compatible with the platform, each application of the set of applications having a different subject matter. 
     
     
         3 . The method of  claim 2 , wherein the adaptive platform application comprises concierge functionality configured to:
 monitor the consumer's usage of other applications on the first computing device;   identify a common theme of the consumer's usage; and   include the common theme in the subject matter of the request.   
     
     
         4 . The method of  claim 2 , wherein the adaptive platform application comprises health functionality configured to:
 receive biometric data for the consumer;   detect an anomaly suggesting a possible health problem by comparing the biometric data to the one or more attributes in the first consumer profile; and   include the anomaly in the subject matter of the request.   
     
     
         5 . The method of  claim 2 , wherein the adaptive platform application comprises real estate functionality configured to:
 determine a location of the first consumer device;   suggest real estate properties nearby the location that match the one or more attributes in the first consumer profile; and   include the suggested nearby real estate properties in the subject matter of the request.   
     
     
         6 . The method of  claim 2 , wherein the adaptive platform application comprises brand-specific functionality configured to:
 provide information about a brand-specific product or service;   receive an interaction from the consumer indicating interest in the brand-specific product or service; and   include the brand-specific product or service and the consumer's interest in the subject matter of the request.   
     
     
         7 . A method for operating an adaptive cloud conversation platform, comprising the steps of:
 using an adaptive platform client application operating on a first computing device to:
 receive input regarding a subject matter; 
 retrieve a first consumer profile for a consumer operating the first computing device from a local consumer profile database stored on the first computing device, the first consumer profile comprising a consumer identifier and one or more attributes of the consumer; 
 compare the input to the one or more attributes to determine whether a conversation should be initiated with a brand; and 
 where the determination is that a conversation should be initiated, send a request for initiation of a conversation to a conversation manager operating on a second computing device, the request comprising the consumer identifier and the subject matter; 
   using the conversation manager to:
 receive the request for initiation of the conversation from the adaptive ecosystem application; 
 using the consumer identifier, retrieve a second consumer profile for the consumer from a cloud consumer profile database, the second consumer profile comprising a plurality of consumer data about the consumer and a plurality of consumer contact preferences for the consumer; 
 retrieve brand information for a plurality of brands from a brand database for a plurality of brands and one or more contact channels for each brand; 
 process the consumer data of the second consumer profile, the subject matter, and the brand information through a first machine learning algorithm to obtain a brand recommendation for initiating a conversation with the consumer; 
 process the consumer contact preferences of the consumer profile and the contact channels of the brand information through a second machine learning algorithm to obtain a recommended callback time and a recommended callback channel for a callback from the brand to the consumer about the subject matter; 
 schedule the callback from the brand to the consumer about the subject matter at the callback time through the callback channel; and 
 send the scheduled callback to a callback manager operating on the second computing device for implementation; 
   using the callback manager to:
 receive the callback schedule; and 
 execute the callback schedule by establishing communications between the brand and the consumer at the selected time through the selected channel as indicated in the callback schedule. 
   
     
     
         8 . The method of  claim 7 , further comprising the step of downloading the adaptive platform application to the first computing device from a set of applications stored in and compatible with the platform, each application of the set of applications having a different subject matter. 
     
     
         9 . The method of  claim 8 , wherein the adaptive platform application comprises concierge functionality configured to:
 monitor the consumer's usage of other applications on the first computing device;   identify a common theme of the consumer's usage; and   include the common theme in the subject matter of the request.   
     
     
         10 . The method of  claim 8 , wherein the adaptive platform application comprises health functionality configured to:
 receive biometric data for the consumer;   detect an anomaly suggesting a possible health problem by comparing the biometric data to the one or more attributes in the first consumer profile; and   include the anomaly in the subject matter of the request.   
     
     
         11 . The method of  claim 8 , wherein the adaptive platform application comprises real estate functionality configured to:
 determine a location of the first consumer device;   suggest real estate properties nearby the location that match the one or more attributes in the first consumer profile; and   include the suggested nearby real estate properties in the subject matter of the request.   
     
     
         12 . The method of  claim 8 , wherein the adaptive platform application comprises brand-specific functionality configured to:
 provide information about a brand-specific product or service;   receive an interaction from the consumer indicating interest in the brand-specific product or service; and   include the brand-specific product or service and the consumer's interest in the subject matter of the request.