Jpmorgan Chase Bank, N.a.

Jpmorgan Chase, Na

Jennifer Holme

Ameet Patel

Anthony Caiazzo

Systems and methods provide for personalizing interaction between a provider using a integrated knowledge management (KM) system that tracks data exchanged between users and the provider over multiple communication channels. User requests to a provider can made via multiple different incoming 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.

Personalized interactive network with multiple channels coupled to integrated knowledge management system

A system for personalizing interaction between a user communicating over at least one communication channel and a provider of information/products/services, the user having a communication device for communication over the channel with the provider, the system comprising a channel interface for interfacing with the channel, an information/product/service interface for interfacing with an information/product/service provider; and a knowledge management system coupled to the channel and information/product/service interface, the knowledge management system comprising a knowledge management repository storing information concerning the user, the information obtained from interaction with the user over the channel including current interactions between the user and the knowledge management system, and further storing information concerning a plurality of information/products/services to offer to the user, and a personalization engine for making a decision as to which of the plurality of information/product/services to present to the user over the communication channel based on the stored information in the knowledge management repository.

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Hoboken, NJ, United States of America

Jennifer Holme