Holistic user engagement across multiple communication channels

US11930054B2 · kind B2 · utility

Assignee

• American Express Travel Related Services Company, Inc. · US

Inventors

• Anil Kumar Bashetty · Plainsboro, US
• Swetha Gayam · Piscataway, US
• Mark Edward Johnson · Chatswood, AU
• Deepak Kumar · Kirkland, US
• Mazhar Ladji · Brooklyn, US
• Cong Liu · Lanzhou, CN
• Zeyu Liu · Jersey City, US
• David Keith Love · Tucson, US
• Amarnath E. Mahendran · Jalan Pedongkelan, US
• Matthew Kent Meyer · Livingston, US
• Emery Schoenly · Salisbury, US
• Jeremy D. Seideman · New York, US
• Govind Prasad Sharma · Union City, US

Key dates

• Filing date: Jan 31, 2022
• Grant date: Mar 12, 2024
• Expiry date: Jan 31, 2042

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q50/182
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

Disclosed are various embodiments facilitating a holistic engagement with a user across multiple communication channels of an organization or an enterprise based at least in part on a determined user intent. As users interact with various services associated with the organization through one or more communication channels, interaction data can be captured and stored. In various examples, the interaction data that is stored by the various services can be obtained and organized according to a predefined schema. The organized interaction data can be applied to a trained intent model that outputs a user intent based at least in part on observations of other users with similar histories. The predicted intent can be provided to the different services such that subsequent interactions between the user and the organization can be based at least in part on the intent in a consistent manner, regardless of the communication channel associated with the interaction.