Appeal 2007-0271
Application 09/750,948
and determining one or more patterns from said data,” an
element of each one of claims 11 through 15.
(Br. 6.)
In her response to Appellant’s argument, the Examiner relies
upon the same reasoning quoted above but further elaborates on her
response to address the additional claim language “from said
plurality of channels” as follows:
Andrews teaches that Net Perceptions does offer a
recommendation engine that collects and analyzes data
regarding customer interactions among various channels,
including telephonic (i.e., physical) and online/Web (i.e., a
virtual and self-service application) interactions (¶¶ 1,4).
This capability allows merchants to more comprehensively
and successfully personalize product offerings made to
customers, especially those that interact with the merchants
through various channels (¶¶ 1, 4). As a matter of fact, the
SkyMall implementation of Net Perceptions'
recommendation engine, as disclosed by Andrews, is
embodied in a call center environment (similar to Net
Perceptions' packaged product, Net Perceptions for Call
Centers); therefore, . . . it would have been obvious to one of
ordinary skill in the art at the time of Applicant's invention to
adapt the product Net Perceptions for Call Centers to capture
customer data from a plurality of different interaction data
sources, including both physical and virtual channels (such
as a self-service application), in order to reap the full
capabilities of Net Perceptions' recommendation engine in
the call center environment, thereby allowing merchants to
more comprehensively and successfully personalize product
offerings made to customers, especially those that interact
with the merchants through various channels (as suggested in
¶¶ 1,4 of Andrews).
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