Appeal 2007-0271
Application 09/750,948
STATEMENT OF THE CASE
Appellant’s invention “relates to a customer relationship management
system and, more particularly, to the use of a rules engine to determine
patterns in a customer’s multi-channel interactions with a business and to
suggest interaction strategies for a current interaction based upon observed
patterns.” (Specification (“Spec.”) 1.) The claimed subject matter is
reflected in representative claims 1 and 11, reproduced below (with the
disputed limitations highlighted):1
1. A method of suggesting an interaction strategy to a
customer service representative in a customer relationship
management environment, said method comprising the steps
of:
maintaining an interaction repository containing
customer data;
utilizing one or more data analysis tools comprising
executable instructions to analyze said customer data to
determine one or more patterns and generate a set of rules
based upon said patterns; and
using a recommendation engine to apply said rules to a
current customer interaction to recognize one or more of said
patterns in said interaction and suggest an interaction strategy
corresponding to said recognized patterns.
11. A system for recommending a strategy for
managing a customer interaction, said system comprising:
a plurality of interaction channels for capturing
customer data;
1 Appellant argues two claim limitations with respect to all of the claims.
Thus we respond to these arguments and determine the patentability of all
the appealed claims with reference to claims 1 and 11.
2
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