Personalized interactive network with social marketing personalized offers

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 and selects personalized offers and/or personalized content and/or personalized format presentation to be provided to the users.

What is claimed is: 
     
         1 . A computer-implemented method for personalizing interaction between users and a provider in a multi-channel access provider system for accessing information of a plurality of products or services made available by the provider, comprising:
 storing in at least one non-transitory computer memory, data and instructions pertaining to users;   accessing the at least one computer memory by a computer processor to execute instructions and perform steps including:   providing an interface for users to interact with a server-based access provider system over a plurality of different access communication channels and using a plurality of different access devices;   providing a profile manager engine used by the access provider system that manages consumer profiles for a plurality of different consumers, the consumer profiles relating to consumer preferences and interests;   receiving at the profile manager engine information regarding consumer subscription to third party on-line content services;   updating at the profile manager engine consumer profiles based on consumer interaction with third party on-line content services;   receiving a user request over an access communication channel using an access device and inputting information regarding said user request to said access provider system servicing multiple access channels;   retrieving consumer profile information for said requesting user including information regarding interaction with third-party on-line content services by said user;   processing the user request in the knowledge management system to generate a response, the response including personalized content comprising an offer for unsolicited goods or services selected by said access provider system based on consumer profile information for said requesting user including interaction with third-party on-line content services by said user; and   transmitting the response to the user.   
     
     
         2 . The computer-implemented method of  claim 1 , wherein the consumer profiles are updated based on life events from consumers interacting with third-party on-line content services. 
     
     
         3 . The computer-implemented method of  claim 1 , wherein the consumer profiles are updated based on lifestyle data from consumers interacting with third-party on-line content services. 
     
     
         4 . The computer-implemented method of  claim 1 , wherein the consumer profiles are updated based on a web crawler accessing information from third-party on-line content services. 
     
     
         5 . The computer-implemented method of  claim 1 , wherein the consumer profiles are updated based on consumers registering third-party on-line content services with said access provider system. 
     
     
         6 . The computer-implemented method of  claim 1 , wherein the consumer profiles are updated based on consumer interest information from third-party on-line content services. 
     
     
         7 . The computer-implemented method of  claim 1 , wherein the consumer profiles are updated based on consumer hobby information from third-party on-line content services. 
     
     
         8 . The computer-implemented method of  claim 1 , wherein the consumer profiles are updated based on consumer information from third-party on-line content services used to define psychographic attributes of consumers. 
     
     
         9 . The computer-implemented method of  claim 1 , wherein the user request comprises an event notification from a third-party on-line content service of said user. 
     
     
         10 . The computer-implemented method of  claim 1 , wherein the user request comprises an event notification from a third-party on-line content service regarding an interest of said user. 
     
     
         11 . The computer-implemented method of  claim 1 , wherein the user request comprises an event notification from a third-party on-line content service regarding a life event of said user. 
     
     
         12 . The computer-implemented method of  claim 1 , wherein the user request comprises an event notification from a third-party on-line content service regarding a hobby of said user. 
     
     
         13 . A computer-based system for personalizing interaction between users and a provider in a multi-channel access provider system for accessing information of a plurality of products or services made available by the provider, comprising:
 an interface for users to interact with a server-based access provider system over a plurality of different access communication channels and using a plurality of different access devices;   a profile manager engine used by the access provider system that manages consumer profiles for a plurality of different consumers, the consumer profiles relating to consumer preferences and interests;   a memory accessible by said profile manager engine for storing information regarding consumer subscriptions to third party on-line content services;   wherein the profile manager engine updates consumer profiles based on consumer interaction with third party on-line content services;   a portal for receiving user requests from access devices over access communication channels and directing the user requests in said access provider system servicing multiple access channels;   a personalization manager engine for processing user requests based on retrieved consumer profiles and providing personalized responses including offers for unsolicited products or services selected by said access provider system based on consumer profile information for users including interaction with third-party on-line content services; and   a content delivery engine for transmitting said personalized responses to users.   
     
     
         14 . The computer-based system of  claim 13 , wherein the consumer profiles are updated based on life events from consumers interacting with third-party on-line content services. 
     
     
         15 . The computer-based system of  claim 13 , wherein the consumer profiles are updated based on lifestyle data from consumers interacting with third-party on-line content services. 
     
     
         16 . The computer-based system of  claim 13 , wherein the consumer profiles are updated based on a web crawler accessing information from third-party on-line content services. 
     
     
         17 . The computer-based system of  claim 13 , wherein the consumer profiles are updated based on consumers registering third-party on-line content services with said access provider system. 
     
     
         18 . The computer-based system of  claim 13 , wherein the user request comprises an event notification from a third-party on-line content service of said user. 
     
     
         19 . The computer-based system of  claim 13 , wherein the user request comprises an event notification from a third-party on-line content service regarding an interest or hobby of said user. 
     
     
         20 . The computer-based system of  claim 13 , wherein the user request comprises an event notification from a third-party on-line content service regarding a life event of said user. 
     
     
         21 . A computer-implemented method for personalizing interaction between users and a provider in a multi-channel access provider system for accessing information of a plurality of products or services made available by the provider, comprising:
 storing in at least one non-transitory computer memory, data and instructions pertaining to users;   accessing the at least one computer memory by a computer processor to execute instructions and perform steps including:   providing an interface for users to interact with a server-based access provider system over a plurality of different access communication channels and using a plurality of different access devices;   providing a profile manager engine used by the access provider system that manages consumer profiles for a plurality of different consumers, the consumer profiles relating to consumer preferences and interests;   receiving at the profile manager engine information regarding consumer subscription to third party on-line content services;   updating at the profile manager engine consumer profiles based on consumer interaction with third party on-line content services;   updating at the profile manager engine consumer profiles based on life events from consumers interacting with third-party on-line content services;   updating at the profile manager engine consumer profiles based on lifestyle data from consumers interacting with third-party on-line content services;   receiving a user request over an access communication channel using an access device and inputting information regarding said user request to said access provider system servicing multiple access channels;   retrieving consumer profile information for said requesting user including information regarding interaction with third-party on-line content services by said user;   processing the user request in the knowledge management system to generate a response, the response including personalized content comprising an offer for unsolicited goods or services selected by said access provider system based on consumer profile information for said requesting user including interaction with third-party on-line content services by said user; and   transmitting the response to the user.