JP2003523579A - Methods and systems for interactive collection and distribution of information about products and services - Google Patents

Abstract

  (57) [Summary] Interacting with the user using a dialog script, recording the user input in a personal data store, determining a current interaction phase of the user corresponding to the user input, For interactive collection and distribution of information, including the steps of selecting a detailed dialog script, periodically offering the user available items after a trigger decision, and iterating until the user is finished. the method of. Communicates with the user interface, personal data storage and user interface, communicates with the relevant director, including executable instructions for determining the current stage of one user, and with the relevant director, and selects the user by the relevant director An exogenous module containing executable instructions for determining a trigger for availability of an item for dynamic distribution, the interactive system for transferring information.

Description

Detailed Description of the Invention

TECHNICAL FIELD The present invention relates generally to managing interactions with customers and collecting, transferring, and sharing information related to products and services, and more particularly to appropriate interactions and , A unique method for interactively collecting and distributing information related to products and services, determining the user's current level of interaction for use in directing dialogs and selective offers of available items. Regarding the system.

BACKGROUND OF THE INVENTION Substantially explosive technological advances in microelectronics, digital computers and software have, and will continue to, change the face of modern society. In fact, these explosive developments are sometimes referred to as the "information revolution" because these technological advances are so important and pervasive. Access and sharing of information and resources, such as via telephone lines, networks, satellites and other wireless communications, is ever increasing. Successful product development and marketing, and in particular consumer product success, requires companies to fully understand consumer needs and trends. Studying a sample of the consumer population, often referred to as the panel, focus group or test market, is a typical method for gathering such information in the consumer sector, for example. Collecting such data from a large number of individuals (rather than just a sample) allows for unparalleled insight and greater insight into individual differences. Traditional methods such as telephone and personal interviews are very complex due to the manual customization and adaptability involved. However, these methods cannot carry out a one-to-one dialogue on a large scale. In addition, well-known devices such as paper (or electronic) questionnaires can be sent to a large number of individuals, but they are rather limited to scoop rulers and do not provide interpersonal awareness (or realism).

Today, the World Wide Web provides a place for engaging and exchanging information with a vast number of individuals. In many cases, it has become an attractive channel for performing older tools such as survey surveys. Similarly, email is increasingly being used as a replacement for postal mail. "Chat" on the Internet by two people is much closer to live conversation on the spot than teletypes of decades ago, but is basically the same as teletype machines of decades ago. Are the same. Web pages are also often similar to electronic versions of magazine pages, typically static, but sometimes presenting information dynamically. By providing interaction with multimedia,
Further progressive realization enhances the business. Some interfaces are 1
It includes a virtual character (VC) that provides the user with three personalities. As the "information revolution" continues to evolve, there is a need to improve the quality, quantity, and efficiency of interactive systems for transferring information about products and services, ideas, needs, wishes and preferences. . The present invention provides a unique way to build relationships between customers and businesses and facilitate such transfers and interactions.

SUMMARY OF THE INVENTION Therefore, new methods and systems for interactively collecting, exchanging, and distributing information related to products and services to consumers that overcomes one or more drawbacks of the prior art. It is an object of the invention to provide It is also another object of the present invention to provide a new method and apparatus for providing an interactive system for transferring information about a product or service. These and additional objects and advantages are provided by methods and systems for interactively collecting, exchanging, and distributing information related to the products and services of the present invention. It is another object of the present invention to allow products and services to have basically infinite changes in all specific relationships according to factors and conditions related to a certain field based on the construction of personal relationships with users. It is to provide a unique method and apparatus for obtaining relevant unprecedented insights and information. One aspect of the invention is an interactive system for transferring information related to a product or service. In a preferred embodiment, the system is in communication with a user interface, a personal data store and a user interface, at least in part executable for determining a user's current stage from user information from the personal data store. A mutual module including a relationship director including instructions and executable instructions for communicating with the relationship director and determining triggering availability of related items for selective distribution by the relationship director to a user. including.

Another aspect of the invention is an interactive system for transferring information that is independent of a product or service. In one preferred application, the system is in communication with a user interface, a personal data store and the user interface,
At least a portion of the personal information storage unit communicates with the relationship director, which includes executable instructions for determining the current stage of the user from the user information, and is selectively accessible to the user by the relationship director. An exogenous module containing executable instructions for determining availability triggers for items unrelated to distribution. Yet another aspect of the present invention is an interactive system for transferring information about a product or service, wherein the system communicates with one user interface, one personal data storage and the user interface. A relationship director, the relationship director including executable instructions for determining a user's current stage, and a trigger for availability of related items for selective distribution by the relationship director to the user. A mutual module containing executable instructions for determining and communicating with the relationship director, and for determining the availability triggering of an item unrelated to the selective distribution by the relationship director to the user. A single external information module that contains the executable instructions for communicating with the relevant director. It is a non-system.

Another aspect of the invention is a method for interactive collection and distribution of information about products and services. In a preferred application, the method is in communication with a user interface, a personal data store and a user interface, with a relational director containing executable instructions for determining a user's current stage, and with the relational director, And interoperable modules containing executable instructions for determining the triggering of availability of related items for selective distribution to users by the relationship director. The method further involves interacting with the user using a dialog script. User inputs are recorded in the personal data store. The Relation Director determines the current stage of the user corresponding to the user input and selects the detailed dialog script corresponding to the current stage of the user. The relation director regularly offers the user related items that can be used after the trigger judgment. The method is repeated until the user is finished. Another aspect of the invention is a method for interactive collection and distribution of information that is independent of products and services. In a preferred application, the method is in communication with a user interface, a personal data store and a user interface, and is in communication with a relationship director that includes executable instructions for determining a user's current stage. , Providing an external module containing executable instructions for determining the triggering of the availability of unrelated items for selective distribution by the relationship director to users. The method further involves interacting with the user using a dialog script. The user input is recorded in the personal data store and the relational director determines the current stage of the user corresponding to the user input and selects the detailed dialog script corresponding to the current user stage. The relationship director regularly offers the user unrelated items that can be used after the trigger is decided,
Repeat this method until the user is finished.

Yet another aspect of the invention includes a computer-readable medium. The computer-readable medium controls the computer system,
Contains instructions to interact with the user for interactive collection and distribution of information. The instructions include using a dialog script to interact with the user, recording user input in a personal data store, determining the user's current stage of interaction with the user input, and the user's current Step-by-step selection of detailed dialog scripts, steps to determine the availability trigger for an item, regular offers to the user for available items after the trigger is determined, and iterations until the user is finished. Including and Another aspect of the invention is a network-based method for interactive collection and distribution of information. The method provides a website having a user interface, receiving at the user interface one or more items of user input from the user, recording the user input in a personal data store, and user input. To determine the user's current stage, select detailed dialog script corresponding to the user's current stage, periodically offer the user available items through the user interface, and terminate the user. And repeating steps up to.

Other objects, advantages and novel features of the present invention, the various modes contemplated for carrying out the invention, will be apparent to those skilled in the art from the following detailed description using the drawings. The invention presents other distinct and different aspects that do not depart from the invention. Therefore, the drawings and the description are illustrative in nature and not limiting. While the specification concludes with claims which particularly point out and distinctly claim the invention, it can be better understood by reading the following description in conjunction with the accompanying drawings. I think about it.

(Detailed Description of Preferred Embodiments) Next, various examples will be illustrated in the accompanying drawings to refer to various embodiments of the present invention in detail, in which similar numbers refer to the same elements throughout the drawings. There is. An overview of one embodiment of the invention is shown in FIG. 1, which is an interactive system 1 for transferring information related to a product or service according to one aspect of the invention.
Is represented. The interactive system 1 comprises a user interface 2, a relationship director 5, a personal data store 10 and a mutual module 8, as will be described in more detail herein. For example, the relationship director 5 comprises a set of executable instructions in the form of software, routines, programs, algorithms, code, etc., in particular for determining the user's current relationship stage at any given time.

One of the important and obvious features of the present invention is to focus on and build a cyber relationship with each and every specific user, and to include its function,
Such relationships are uniquely guided and personal by the interaction between the user and the system. As a result, it is important that the user's stage is known at any point in the user's ongoing interaction. The relationship stage is preferably related to system-wide set-up / purpose (eg, having some relationship to related products and / or services and typically having a psychological basis with them). The user is the person who interacts with the system (eg 1), ie interacts with the system as part of the method of the invention. The current stage of a particular user to be determined simply places that user in one of several possible "stages" offered by the system, as described below, and the Director of Relationships will engage in ongoing dialogue. Coordinate and make decisions to offer available items to users and build relationships in a reasonable and natural way.

The relation director 5 is preferably Token Ring, Ethernet.
, Telephone modem connection, wireless or microwave connection, parallel cable, serial cable, telephone line, universal serial bus "USB", fire wire (
Communication with the personal data storage unit 10 and the user interface 2 is provided via Firewire), Bluetooth, optical fiber, infrared "IR", radio frequency "RF", etc., or a combination thereof. The relationship director 5 may use at least a portion of the user input from the personal data store 10 in determining the current stage of the user. In one embodiment of the present invention, a user may be assigned a username and password to identify the user to the relational director of the interactive system. Other possible identification means include cookies, IP addresses, biometrics, user passcards, or other identification means known to those skilled in the art. The relation director 5 receives the user input including the identification data from the personal data storage unit 1.
Compare with user input stored in 0. If there is a match, the relationship director 5 retrieves the user input and determines the current user stage. If not, the relationship director 5 preferably sends a command to the personal data store 10 to create a new user input record in the personal data store 10. The relationship director 5 preferably sends any identification data to the personal data store for association with the newly created record. Preferably, the Relationship Director 5 will create a "cookie" or similar type file and store this file on the user's computer to enhance the user's identification process.

User input is any information obtained from the user, preferably including information, suggestions, preferences, thoughts, attitudes, questions, answers, tone, correspondence or lack thereof (interaction / participation results). Good. There can be many ways to determine the current stage of the user. As an example, user input may be matched against one or more decision trees.
A decision tree is a set of responses / characteristics / categories against which user input is typically compared. For example, the decision tree preferably contains any possible combination of user inputs. The user input is then compared to the decision tree for the matching branch, which further provides the instructions to be executed as a result of the matching. Such decision trees may include possible combinations of interactive systems and user inputs designed with the intended use of the system in mind, so that the relevant steps can be set in relation to the desired information exchange. preferable. Preferably, the decision tree is converted into a mathematical algorithm, which then processes the decision tree comparison, ie, makes an electronic "judgment", at which point the appropriate current stage to assign to the user is identified.

The initial decision tree for our consumer product example is preferably based on a user's focus group or survey. Focus groups generally include a group of users' survey of attitudes and preferences for a proposed product and / or service to further fine-tune and develop the proposed product and / or service. For example, users may be assigned to various user-level subcategories corresponding to personal characteristics, relevant information, external information, demographic information, and the like. The personal characteristics may include trend information about the personality and habits of the user, such as having a "clean" person, or having a "type A" personality. Related information includes any information related to a company's products and / or services. External information is entertainment,
Includes all information not related to company products and / or services, such as movie news, music news, soap opera critiques, small stories, etc. The sub-categories of demographic information may include certain specialized scripts for specific demographic areas such as rural products and / or services, homeowners, households with babies and / or pets. For example, it may be assigned to “stage 3” for related information, “stage 6” for external information, and “stage 2” for demographic information.

Although examples have been shown in the context of consumer products such as detergents, soaps, etc., the present invention may affect the unique customer, user, and applicable stage and / or evolution of the user through stages. It is considered to apply equally to other products and services that have tangible interests. As used herein, the term "enterprise" is used to mean a person, company, business entity, cause or partnership to which the systems and methods of the present invention are employed. For example, in our embodiment of soaps, detergents and consumer products,
A company may be a consumer product manufacturer or consumer research company interested in such products.

The inter-module 8 is shown in communication with the relationship director 5.
The inter-module 8 also contains executable instructions for determining the triggering of the availability of related items for selective distribution by the relationship director 5 to users.
As used herein, the term "item" is not only a physical item, such as a product, prize, coupon, or other reward or something of value, which may actually be given, as well as a recommendation, Includes non-physical things such as compliments, entertainment, making further relationships valuable, and / or additional conversations or other things of appreciation. The term "related item" generally refers to any prescribed relationship,
Used to refer to any item that has a value or a recognized relationship with a company's products or services. Examples of related items are consumer demographics, such as our products, which are reasonably related to the intended use of the system, such as consumer products.
Includes cleaning and laundry preferences, cleaning and laundry tips, coupons, product samples, and product-related products. Preferably, the triggers in the system are the “items” offered to a particular user corresponding to one or more decision trees and / or availability algorithms employed.
Any device or process that exhibits "availability".

[0016] Typically, the inter-module determines whether an item is available based on an availability algorithm. For example, in a preferred embodiment, a user may be offered relevant items if the user meets the particular requirements of the decision tree. In one embodiment of the present invention, for example, selective distribution specifies a probability percentage such as 70% (ie, any percentage from 0 to 100%) to actually distribute the relevant item to the user or decide to offer. Includes a computer that utilizes a random number generator to. For example, the relationship director would send the CPU an instruction to generate a random number from 0% to 100%. If the number of generated results returned from the CPU to the relationship director exceeds 70%, then the item is not offered to the user. If the number returned to the relationship director is 70% or less, the relationship director offers the item to the user. An example of a decision tree with which the relationship director 5 interacts with the mutual module 8 is shown in FIG. FIG. 2 represents four typical possible current stages in which users can be classified at any time (stage 0 to stage 3). As will be appreciated, each relationship stage is a set of one or more items that are selectively offered to the user, preferably obtained (including input, invention, suggestion, or attitude) from the user. Design an information set, a condition set that facilitates the determination of stage extension or state (for example, item and information exchange and timing), and a list of agendas for interaction with the user (for example, dialog script). Is most preferred. As such, the decision tree has certain requirements that users must meet before being assigned to a higher stage.

For example, a new (first time) user who interacts with the interactive system for the first time will be assigned to Phase 0. In the decision tree of FIG. 3, the user provides some basic information such as name and age, gender, zip code, and possibly other similar basic data via the dialog script 12 of the interactive system. Required to do. Preferably, the requirements or criteria for advancing further steps are transparent to the user and the user is not informed of the requirements for advancing to the next step.
Only upon completion of the requirements (eg answering questions, performing necessary tasks, etc.) will the user be eligible to take another step. In one embodiment of the present invention, a random coefficient is used to make the decision to proceed to different stages.

Preferably, the relationship director 5 is configurable with a probability percentage assigned to each tier level. For example, although the user has completed the requirements to go to Stage 1, the Relation Director 5 will use the random number generator to decide whether to actually advance the user to the next stage. This feature helps keep all relationships in the system unique, somewhat unpredictable, and actually maintains relationships that have proven to be natural, such as a better parrot, to help users. To help add to the overall experience of the system interaction. The relationship director may include instructions to avoid "disconnection" during the interaction and throughout the relationship being built. For example, in addition to ensuring that the responses accurately correspond to the user's questions and inputs, the relationship director can track the user's progress through the current stage, and the progress (or regression) of the interaction. Based on that, it may even decide to return the user to a lower stage if possible. The relationship director preferably analyzes not only the response of the user, but also the tone and timing of the response. For example, the relationship director may include linguistic analysis means for analyzing user input to obtain attitudes and personal characteristics. The relationship director may try to better imitate natural relationships by incorporating psychological elements of attitude into the algorithm and further developing one-to-one relationships. For example, the linguistic analysis means may determine whether the user is predominant in small talk due to his dominant character. The relationship director may minimize the amount of small talk that is directed to this particular user.

In one embodiment of the present invention, the relationship director communicates with the external information module 16 as shown in FIG. The external information module 16 preferably includes executable instructions for determining the availability triggering of an item unrelated to the selective distribution to external users by the relationship director, that is, an external item. As used herein, "
The term `` irrelevant item '' means not only the physical object actually given, such as a product, prize, coupon, or other reward or something of value, but also advice, compliments, social conversations, entertainment, relationships. Includes non-physical things, such as further conversations or other things that make and / or appreciate the establishment of. Preferably, the external information module 16 determines a trigger for the availability of extraneous stimuli. As used herein, the term "stimulation" includes entertainment, games, discussions, irrelevant websites and irrelevant items. The term "irrelevant item" refers to any item that has little or no generally determined relationship, value, or established association with a company's products or services. Examples of irrelevant items include games, music, videos, event / movie tickets, links to other websites, and clothing. Preferably, the trigger in the system is any device or process that indicates the "availability" of an unrelated item offered to a particular user corresponding to one or more decision trees and / or availability algorithms employed.

Typically, the external information module determines whether the unrelated item is available based on availability algorithms. For example, in a preferred embodiment, items irrelevant to the user may be offered if the user meets the specific requirements of the decision tree. In one embodiment of the invention, for example, selective distribution includes specifying a probability percentage, such as 70%, and utilizing a random number generator to determine whether to actually distribute or offer unrelated items to users. For example, the relationship director is 1-2
Select 70% from a number in the range 55, and select 1 to 180 so that the relationship director preferably corresponds to 70% of the range of numbers. The Relation Director then sends an executable instruction to the CPU to select a random number from a number in the range 1-255. If the number selected by the CPU matches one of the numbers selected by the relationship director, such as 75, then an unrelated item may be offered to the user. However, if the CPU selects a number, such as 200, that the relationship director did not select,
At this point the relevant director has not offered the item to the user. Preferably, the Relationship Director will repeat the random stochastic process at a later point in the interaction to determine whether to offer this item to the user.

In another embodiment of the invention, as shown in FIG. 3, the relationship director 5 is part of a more general or more general management system 18. In such a system, management system 18 includes executable instructions for overseeing and directing the flow of information to and from relationship director 15, user interface 2, and other elements of interactive system 1. . For example, the management system 18 may be software, routines, programs that direct information flow to, among other things, relationship directors, user interfaces, and other elements of an interactive system such as a web server in the World Wide Web embodiment of the present invention. , A set of executable instructions such as algorithms, code, etc. In another embodiment, preferably through the management interface 23, an administrator user can selectively configure the probability level of the decision director 5 decision tree. This capability allows the admin user to make real-time changes to the relationship director. In this way, it is possible to add unpredictability, fix "bugs", update / upgrade the functionality of the relationship director, and / or add stages, preferably in a manner that is seamless to the system and does not interfere with the system. Meet the requirements of stages as desired. A representative demonstration of this embodiment is presented in Example III.

In another embodiment of the invention, the method further comprises access to a personal data store for obtaining information on the ongoing product development. For example, the personal data storage unit
It may include the user's findings of the difficulties experienced with current detergency issues where none of the known detersive products or processes are effective. The administrator user may access the personal data store, develop or improve the company's products and services, and utilize the user input to meet the user's requirements. The insight gained from this user provides very valuable information in developing and improving the company's products and services. Also, as a result of the dialogue database, companies may consider that the analysis of the data may be available to other entities. For this, such an entity is the Internet,
It may entail permitting access to such data via printed reports, computer interactive software, subscription services for regular data, and the like. Also, in another embodiment of the present invention, the interactive system further comprises a technical information director 2.
Including 0. The relationship director 5 may send out user input including a request for information regarding a company's products or services. Technical information, as used herein, is considered to include all information about or useful to the company's products and services. A company's products and services can include the company's past, present and future products and services. Preferably, the technical information director 20 communicates with one or more technical data storages 21 containing technical information about the products and services of the company.
For example, the technical data storage 21 may include a database of detergency advice that includes detergency information from various sources such as the Rodale Press. For example, the Technical Information Director preferably searches software, routines, other sources such as the technical data store or the Internet for information, among other things, to answer questions from users regarding a company's products or services. It may include a set of executable instructions such as programs, algorithms, code, etc. The technical director then compiles the appropriate response information and sends this result to the relevant director for further interaction with the user.

In order to continue to provide a natural relationship with the user, one embodiment of the present invention includes a decision tree or algorithm of the relationship director 5 updated by the neutral network. The neutral network 25 accesses user input in the personal data store and determines if changes to mathematical algorithms or dialog scripts are needed to facilitate or optimize user interaction. For example, by incorporating user inputs such as feedback, frequency of visits, number of visits and length of visits to the decision making process, the neutral network can continually update its decision making algorithm. Hakin S (Ha
Ykin, S.) 1994 “Neutral Network: A Comprehensive Foundation, New York: Macmillan (A: Comprehensive Foundation, NY: Macmillan)”, page 2, according to Neutral Network , A massively parallel distributed processor with a natural propensity to make it usable. This is 1
) Knowledge is acquired by the network through the learning process, and 2
2) It resembles the brain in two ways: the advantage of connecting interneurons known as synaptic weight is used to store knowledge. The neutral network is
In order to develop and fine-tune the decision-making algorithm, the personal data storage unit 1
2 are analyzed for trends, feedback data, demographic data and other additional data. In the preferred embodiment, the neutral network will automatically make changes to the relationship director's five decision trees or algorithms based on a growing base of user input and interaction data. For example, if user input indicates that you don't want to talk to the interactive system much,
A neutral network may change the amount of topics that are of little relevance to the initial "small talk" or a particular current stage. Similarly, in one embodiment of the invention, the relationship director may include a genetic algorithm. The genetic algorithm preferably modifies its parameters based on performance feedback. This method is figuratively similar to genetic natural selection. The relationship director could include one or more genetic algorithms because the interactive system allows a large amount of experience in an automated environment.

As shown in FIG. 2 and described above, the inter-module 8 preferably operates its own algorithm to selectively trigger the availability of different items corresponding to each user stage. For example, in the decision tree of FIG. 2, at stage 0, the user is offered only small talk, problem solving and advice items. On the other hand, in stage 3, the user is offered small talk, problem solving, tips, email tips, various premiums, samples and other bonuses. As mentioned above, once a mutual module triggers the availability of an item, the relationship director will generally have the final discretion as to whether and when to offer this item to the user. Let's do it. If the Relationship Director has the opportunity to extend the relationship in any other way (ie, further conversations with the user, quizzes, listening to the user) even if the offer is to be delayed or withheld, Or, if the random number generator blocks the offer, the relationship director will often automatically pass the offer to the user immediately after the trigger.

In consumer product applications, the user interface 2 is preferably a kiosk, computer, personal digital assistant (PDA), device comprising a wireless application program (WAP) such as a mobile phone, an automated computer or PDA, It includes an interactive TV, an internet device, or the like. It will be appreciated that the user interface 2 allows a user to communicate and interact with the interactive system 1 and take substantially unlimited alternative forms. In the preferred embodiment, the user interface 2 is a CPU,
It consists of a computer system including a memory, a visual display device, and an input means.
Preferred input means include a keyboard, or mouse, or other input means such as language recognition and / or visual input utilizing a video camera. In a preferred embodiment, the user interface 2 is connected to the Internet via a communication link and is either Microsoft Explorer's Internet Explorer or Netscape Communications Corp.'s Netscape Navigator.
ape Navigator) and other computers running web browsers. Preferably, the user interface 2 further comprises one or more virtual characters. Virtual characters include static or dynamic images, shapes, or animations that preferably present recognizable individuals. For example, the virtual character may be an image of a professor explaining information, a chef of cooking information, or a Mr. Clean (registered trademark) detergency icon for household property detergency information.

In another embodiment of the invention, the relationship director 5 is provided with access to one or more predetermined dialog scripts or protocols 12 to direct the interaction with the user. Dialog script 12 contains language resources for user interaction. Preferably, via the executable instructions, the relationship director 5 determines the user's current stage as described above and selects the corresponding dialog script 12 for interacting with the user. Dialog script 12 may include humor, small talk, help with problem solving, research and the like. Preferably, the dialog script 12 is stored in the database. In a preferred embodiment,
The dialog script 12 can be edited and maintained by a remote administrator user. The administrator user may directly connect to or access the dialog script database 12 via the management system 18 and the administrator user interface 23.
Preferably, the dialog script 12 further includes external information such as entertainment, social conversation, music, games, travel information and other unrelated stimuli.

As shown in the example of FIG. 4, the dialog script may include related items, humor, and irrelevant items. Preferably, the dialog script 43 of related items is classified by the user stage 44, which can be further subdivided into a step of interaction (46). In one embodiment, irrelevant item dialog scripts are categorized by user stage, and a user's stage for items unrelated to a particular user may be different than the user's stage for related items of the same user. For example, as described above, users may be assigned to user stage 3 for related items and user stage 4 for unrelated items. Further, the dialog script for irrelevant items may include a universal script that can be utilized by the relationship director regardless of the current state of the user.

Preferably, the relationship director 5 can choose any of the steps 46 and no interaction is required to proceed sequentially through the steps 46. The decision tree may also be used by the relationship director to select steps in the dialog script for further interaction. For example, user input may correspond to the "step 23" dialog even though the previous step was "step 2". The relationship director 5 can select the dialog script of "step 23" to further interact with the user. For example, as shown in FIG. 4, stage 0 “step 11” of the related item 43 may be presented to the user after the dialog regarding the company's product or service. The script includes asking the user if he wants the coupon 47 sent. If the answer is "yes", the relational director 5 checks whether the personal data storage 10 contains the address of this user. The relationship director 5 preferably interacts with the user by informing the user to retrieve the record to see if the user's address is contained therein. In a faster system, the user may simply be informed of the address on the system and only be required to confirm the mailing address information for this item. If the user's address is contained in the personal data store 10, the relationship director 5 will select the dialog script under "Yes". If the Relation Director 5 determines that the user's address is unknown, the Relation Director 5 selects the "No" dialog script and asks the user for the user's mailing address. This user input is stored in the personal data storage unit 10. At this point, the relationship director 5 sends a communication to the administrator user interface 23 to send the selected coupon to the user, and the relationship director makes a note in the user data store for further questions regarding the coupon. You can do it.

In one embodiment of the invention, personal data store 10 includes a relational database system or distributed directory such as Novell Directory Services (NDS). Preferably, by utilizing currently available technology, dialog script database 12 comprises a distributed directory. Relational Database Management System (RDBMS) is a computer database management system that uses relational techniques for storing and retrieving data. Relational techniques preferably involve providing common fields for each entry in the database such as username, interaction length, interaction data, and so on. These common fields allow comparisons between different users of the interactive system. A relational system has the flexibility of retrieving more than one file from a record that meets the matching criteria and creating a new file. For example, an admin user may have reached "Stage 3" and may want a list of all users who have interacted with the system in the last 60 days. A relational system makes it easy to create this list from your main relational database. Relational databases are computerized information storage and retrieval systems in which tabular data is typically stored for use on disk drives or similar mass data storage devices. A "table" contains a set of rows that spans several columns. Each column in the table contains a "constraint" about the data content and may be designated as a primary or foreign key.

In another embodiment of the invention, interactive system 1 includes executable instructions for selectively providing one or more virtual characters via a user interface. As mentioned above, the virtual character can include one or more static or dynamic images. Preferably, the virtual character is Microsoft (Micros
of the Corp., or another similar virtual character program known in the art or accessible, may be used to generate speech capabilities. Similar programs known in the art include Extempo live comics, Macromedia Flash, and the like. Typically, the virtual character comprises one or more animations that interact with the user via the user interface 2. The dialogue is guided by the relationship director 5. Preferably, the virtual character comprises at least a portion of an identifiable body for interacting with a user, which facilitates developing a relationship with the system by wearing a full face (and preferably body) to further enhance the interaction experience. You can make it natural and natural. The virtual character preferably enhances the user's interpersonal experience and facilitates collaboration, relationship development and progression using the stages of this plan.
Additional effect factors (such as appropriate compliment, interest and user style matching) will also be provided. The virtual character may include the virtual character's family and friends. For example, a Mr. Clean (TM) virtual character may invite Mr. Pampers (TM) to talk about a diaper. The virtual character may or may not be visible, and may preferably be multidimensional, such as 3D and 2D, depending on the user interface and application. An example of a user interface including virtual characters is shown in FIGS. 5 and 6.

In one embodiment, a VC is generated from a body element (typically in the form of a cartoon character or life-like figure), (typically an authored text dialog or script). ) Voice elements, and brain elements (which analyze and determine what to do next). The body elements can utilize various technologies now available or later developed. For example, live comics?
The application can provide a static two-dimensional cartoon effect of a character or a human figure, but the agent application of Microsoft Corp. is a two-dimensional cartoon close to a three-dimensional animation in order to obtain a more life-like character and human figure. I will provide a. The realization of such technology for the creation of VC body elements generally begins with works of art such as drawing, photography or sculpture. The voice element of VC is Lernout & Hauspie.
You can use a text-to-speech engine application such as the company True Voice. True Voice applications or tools are generally integrated with Microsoft agents and are used to implement authored text dialogs as desired. As will be seen below, VC
Need not actually speak, but it may be required to add a text dialog to a static form on the computer screen, or to a moving banner. Text database,
That is, the "knowledge base" may be utilized in some applications to match the appropriate response with the free-form question. Several search technologies are available, such as Inquizit, Verity, and Oracle's contextual option search engines.

Similarly, for the VC brain element, an Imp Character Editor available from Extempo, Inc. can be used. In this regard, it is necessary to rely on the authoring of characters in the Extempo system Imp Character Editor, and will employ the Web Guide Application framework provided by Extempo. In such a scenario, the Extempo toolkit presents a template for a VC that provides information about the content of various web pages.
Webstops will be used to model the engineering relationships needed for this aspect of VC. For example, as in the example described herein, create a webstop at each relevant stage above stage 0, and make each webstop a relation 1, a relation 2
And so on. Preferably, a webstop named "shipping" is created with another webstop named "standby". As described in detail herein, each webstop defines a set of mandatory conditions and specifies the logical conditions for making an item available to the user. For example, "Item Premium 2 Offer Possible" is defined by the logical condition that "Item Premium 2 has not yet been accepted, and the relevant stage is outside the scope of Stage 2." In the Extempo Impcharacter Editor, such a definition would be coded as: $ Int = && ($ Int = ($ String = UserAttribute (
gift. premium2 ")! = $ String =" accepted ")
, $ Int = ($ Int = UserAttribute ("Relations
hipStage “)> 2)))

The prerequisites for each webstop will be defined by specifying logical conditions that allow the VC to attempt to move the relationship from one predetermined stage to the next. For example, "try relationship 2" is defined by the logical condition "the user is in stage 1 and has visited this site more than three times". In the Extempo Impcharacter Editor, such a definition would be coded as: $ Int = $$ ($ Int = NLGPrecondition ((Relati
onship1 "), $ Int = NLGPrecondition (" visit3plus "))

The “delivery” webstop preferably provides a control point for the management of relevant agendas of the system. Most authored dialog sequences should end with a "GoToStop" command that specifies "delivery." Within the "delivery" webstop of the webguide guide, the following agenda will preferably be adopted:

1. A GoToStop conditioned by a mandatory condition that authors a step with a null dialog (that is, says nothing but creates a branch point in the software) and sets it to "true" if relationship management should be paused. "Standby" authoring. For example, if the user is in a hurry to answer a question and does not want the extra debate or work that he / she recognizes, introducing a working relationship agenda is counterproductive to building a relationship and positive for the user. It will not be a good experience. 2. Author additional steps with a dialog sequence for each item that may be offered to the user and condition such steps with appropriate response requirements. 3. Authoring additional steps with a step-dependent dialog that may be appropriate for the interaction (ie, these are steps that can be used in any of the steps for a given mandatory interaction). 4. Steps using a null dialog (that is, say nothing but create branch points in software), and GoToStop for each desired value of n in the system.
, "Relationship n", and condition each such step with an appropriate corresponding precondition (whether the step can be tried in time at a given point).

A detailed dialog authoring context that creates a “relation n” webstop that applies only to a particular relationship stage and / or guides the user to meet the conditions to proceed to the next stage. It is preferable to provide. For example, the web stop “Relation 3” for relation n would include the following two steps: The first is to provide a friendly and flattering dialog, followed by a second step which involves asking the user to join the chat session. If the user accepts the request, it meets one of the requirements for that particular relationship phase and the requirement for moving to the next higher relationship phase. Of course, any number of other actions may be provided such as additional actions to be accomplished, items the user must accept, and / or required visits to the site by that particular user. Finally, the "standby" webstop preferably provides a control point for the VC and suspends the relationship management agenda. The webstop contains a dialog stating that the VC is ready to accept the user's next request.

Another major feature of the present invention is the overall method for interactive collection and distribution of information as shown in the flowchart of FIG. This method provides an interactive system to a user, including a user interface 2, a personal data storage unit 10 and a relational director 5 for communicating with the user interface 2, and a mutual module 8 for communicating with the relational director 5, as described above. (Step 50). The method further includes interacting with the user via a dialog script (52) based on the user's previously determined stages. As described, the relationship director 5 controls the interaction via an appropriate dialog script and records the user input (step 54) from the user in the personal data store 12. The relationship director 5 then determines the current stage of the user from the user input of the personal data storage unit 12 (step 56). Once the user's current stage is determined, the relationship director 5 selects the detailed dialog script 12 and continues the user interaction (step 58). The relationship director 5 periodically and selectively offers items to the user following the trigger decision (step 60) by the reciprocal module. The method is repeated until termination of the user (step 62), which can be guided in many ways, including signing off the user, interrupting communication, failing to respond by the user, or completing other interactions. In one embodiment, the items include related items as defined above. In another embodiment, the items include unrelated items as defined above. In a preferred embodiment, there may be a mix of both related and irrelevant items used by the system from time to time.

Computers often are in electrical communication with each other and share information, applications and / or services. In this setting, various computers are sometimes referred to as nodes that point to access points in the interconnect system. One type of computer network employs a client / server architecture in which the portion of the network application that interacts with a user, typically a human, is separate from the portion of the network application that processes requests and information. The part of the application that interacts with users or accesses network resources is often referred to as the client application or client software, and the part of the application that processes requests and information is called the server application or server software. A client machine tends to run client software and a server machine tends to run server software, but a server can also be a "client". In the preferred embodiment of the invention, the user interface is typically any of the user interface alternatives (e.g., network computer, stand-alone computer, interactive kiosk, etc., discussed and exemplified above). 3.) The software that is included in the client machine and that contains the computer instructions including the method according to the invention is located on a separate server computer from the client machine.

FIG. 8 shows a schematic diagram of a sample client / server network 35 that may be employed to implement an embodiment of the present invention. It will be appreciated by those skilled in the art that client / server networks are just one type of network, and that various other configurations such as peer-to-peer connections are also considered networks. In a client / server network, multiple nodes are interconnected so that the various nodes can send and receive information to and from each other. As shown here, the server node (38) is a token ring, Ethernet, telephone modem connection, wireless or microwave connection, parallel cable, serial cable, telephone line, universal serial bus "USB", Firewire. ), Bluetooth, optical fiber, infrared “IR”, high frequency “RF”, etc.
Or a plurality of client nodes (40) using a connection (39) such as a combination thereof.
).

Computer readable medium, referred to herein as a CD ROM (22), holds computer readable information such as programs, data, files, and the like. As has been recognized, computer readable media include magnetic storage devices (such as hard disk drives, floppy disk drives), laser disks (compact disks, DVDs, etc.). Optical storage device (random access memory "DRAM", read-only memory "ROM", programmable ROM
There are various formats, including electronic storage (such as "PROM"). Yet another embodiment of the present interaction method shown in FIG. 9 involves a network-based arrangement for interactive collection and distribution of information. The method comprises providing a website having a user interface (step 65), receiving at the user interface 2 one or more user-input items from the user (step 67), and the personal data store 10. Recording user input (step 54), determining the user's current stage from the user input (step 56), and selecting a detailed dialog script 12 corresponding to the user's current stage (step 58). And a step of periodically offering available items to the user via the user interface 2 (step 60).
) And iterating to the end of the user (step 62). This embodiment is particularly preferable when utilizing the interactive system on the web such as the Internet.

Preferably, the website is hosted on a network such as a wide area network, a local area network or the internet. The Internet and the World Wide Web operate on a client / server model, and users run web clients or browsers on electronic devices such as computers, PDAs, cell phones, television tuners and the like. The web browser contacts the web server and requests data information in the form of a uniform resource locator (URL). This data information comprises the user interface of the interactive system of the present invention. Typically, the URL address is entered in a browser to access a web page, the URL address is embedded in the page and provides hypertext to other pages. The hypertext link redirects the user to the website corresponding to the URL address of the hypertext link when the user clicks the link. To access the World Wide Web,
Netscape Navigator of Netscape Communications Corp. and Microsoft of Miscape
There are many browsers such as Internet Explorer of crosoft Corp.). Similarly, web servers that provide content to the World Wide Web can also use the Apache Group's Apache (Apache Group)
), Microsoft Corporation's Internet Information Server, IBM's Lotus Domino Go Webserver, Netscape Communications Corp.'s Netscape Enterprise Server. Server) and Oracle Corporation (Oracle Corp.
) Oracle Web Application Server
There are many servers such as r). These browsers and web servers can be used to enable access to the present invention from virtually any web-accessible device.

FIG. 13 shows a typical network system. Network system 74 Dell such as (registered trademark) power edge ^(PowerEdge)? 8450 server 8
Including 1. Power Edge ^(PowerEdge)? 8450 preferably comprises up to eight Intel (R) Pentium (R) III ^Xeon? Processors, and the ECC memory capacity of up to 16GB. This server communicates with the personal data store 10, which is preferably a relational database such as the Oracle 8i database. As shown in FIG. 13, the personal data storage unit 10 is connected to the server via a connection node 39 on the network. Those of ordinary skill in the art will appreciate that the server 81 can include a personal data store 10. Alternatively, the personal data storage unit 10 may be located anywhere in the world communicating with the Internet 78. The Internet 78 includes a number of web connections that cover the entire world, allowing a user to interact with an interactive system via a computer 84 located anywhere in the world as long as the computer is connected to the Internet. can do. The home computer 84 is a Dell computer (ADSL or cable modem connected to the Internet 78).
The TM Dimension XPS T750r computer system is preferred. Alternatively, home computer 84 includes a modem connected to the Internet 78 for dialup connection with a local Internet service provider. The interactive system 74 also includes an administrator user server 81.
It includes a management computer 88 that enables access to the personal data store 10 and the relational director 5 located in the. The management computer 88 is a Dell Dimension XPS equipped with a network interface card connected to an Ethernet network 39 including a connection to the Internet 78.
The T750r computer system is preferred. This embodiment allows the administrator user to access the user data and the relationship director 5 from anywhere in the world.

In one embodiment of the invention, a virtual character interacts with a user via a web browser. User input is received via the web browser via its own access line and sent to the web server. Preferably, the web server then passes the user input directly to the relationship director 5. As mentioned above, the relationship director 5 preferably provides basic cognitive functions of one or more virtual characters, such as natural language conversations, actions, gestures, real-time selection of expressions, social skills, and emotions. Including application. In this regard, the relationship director 5 may include an Extempo, Inc. Imp Engine or similar program known in the art. Action, like a script
Gestures, expressions, etc. may preferably be incorporated into the personality of the virtual character, and may depend in part on the stage of the user's relationship. Relationship Director 5
Records user input in the data store 10, determines the user's stage and selects the corresponding dialog script 12. This relational director 5 preferably sends periodic command commands to the intermodule 8 to determine if an item is available for distribution. In the illustrated embodiment, the inter-module 8 analyzes the user input using one or more decision trees to determine whether to offer the item. If the inter-module 8 decides to offer the item to the user (that is, the availability of the item is "triggered"), the inter-module 8 issues an instruction command to the relationship director 5 indicating that the item is deliverable. Send out. The relation director 5 is, at its discretion, a dialog script 1 corresponding to the offered item.
Select 2 and offer the item to the user. As mentioned above, Relationship Director 5
Preferably also includes a Randomness component to determine whether and when to deliver the item to the user using a random number generator and a predetermined probability percentage.

[0044]

【Example】

The following examples show three typical scenarios for a user interacting with the interactive system of the present invention. FIG. 10 shows a typical dialogue of the fictitious user "Pat". FIG. 11 shows a typical dialogue for the fictitious user “Bill”. FIG. 12 shows a typical interaction of the administrator user “Mike”. 10 and 11
The interactions shown in Figure 3 are preferably conducted during a number of "visits" to the website of a typical interaction system associated with consumer products.

Embodiment 1 As shown in FIG. 10, the relation director 5 (relation agent) starts a dialogue by welcoming the user to the dialogue system. The interactive system runs on a standard computer web server. The web server is connected to the internet. Pat uses a regular home computer that includes a CPU and memory. The web server sends all user interactions to the concerned director. A relational director includes software running on, or communicating with, a web server computer. Pat connects to the Internet through an Internet service provider and opens a web browser software called Internet Explorer on her computer. Pat enters the URL as "http://www.mclean.com". The web browser sends a URL request to the web server computer via the Internet. The web server computer sends a command command to Pat's computer to check if there is a corresponding cookie in the interactive system. If there is no cookie, the web server sends a command to the interested director that Pat identifies as a new, unknown first-time visitor. The relationship director determines that Pat is at relationship phase 0 and selects the corresponding introductory dialog script.

The Relation Director then sends the dialog script to a web server that embeds the script in the web page, which sends the web page to Pat via a web browser. Pat acknowledges the welcome and goes to the question "How can I remove the ink stains from the tablecloth?" The relational director 5 analyzes this user input and determines that the user input is a request for technical information.
Accordingly, the relation director 5 sends a request to the technical information director 20. The technical information director 20 retrieves information about ink stain removal from the tablecloth from one or more data stores and sends a search result, which may include one or more answers, to the relation director 5. The relationship director 5 then sends the result to the web server, which sends the result to Pat's computer. The Relations Director then queries how useful the search results were. If Pat shows a low score, the relationship director 5 will offer to have someone call or email Pat to further assist. If Pat gives a high score, the Relation Director preferably sends a command to the Technical Information Director stating that the search results were particularly effective. The Technical Information Director may use this feedback data for future development of the search schema. The relationship director 5 may then query Pat for his name.
When Pat responds by inputting his name, the user input is personal data storage unit 10.
Stored in.

Subsequent interactions will be configured to include the username “Pat” in the dialog. The relationship director 5 may then request more information about Pat. The Relation Director's algorithm and the Random Probability Generator determine whether to request more information from Pat. The detailed information may include personal data such as purchase trends, income, marital status, favorite products, etc. If Pat agrees to provide the detailed information, the relationship director 5 applies a dialog script 12 requesting basic demographic information from the user. When the demographic information is obtained from Pat, it is stored in the personal data storage unit 10. In this example, the relationship director 5 has determined that his relationship with Pat has advanced to the next stage (first user, stage 0).
To transition to relational stage 1). Relationship Director 5 then Mutual Module 8
To determine whether to offer Pat the related item.

In this example, the mutual module 8 decides to offer Pat to a general coupon this time and passes the command command to the relation director 5. A mutual manager may offer a special coupon, such as 75 cents for a regular size Mr. Clean® detergent product, or allow the relevant director to decide which product or service the coupon relates to. You may offer a coupon. The relationship director 5 selects the corresponding dialog script 12 for offering a coupon to Pat. Dialog script 12 may include "Do you want to receive a coupon?" The relationship director 5 then waits for user input from Pat. Figure 10
In the example, Pat replies that he will receive a coupon. The relationship director 5 records the user input and determines whether the necessary personal data (such as mailing address) is included in the data store 10 for the putt. If the required personal data does not exist in the personal data storage unit 10, the relation director 5 selects the dialog script 12 for acquiring the personal data. The dialog script 12 may include "I will send you a coupon. Please tell me your home address." Necessary personal data is then obtained from Pat and stored in personal data storage 10.

After all the necessary personal data have been obtained, the relationship director 5 informs the admin user to send the coupon to Pat. Relationship Director 5 then asks Pat to complete the investigation. If Pat agrees to take the survey, the relationship director 5 determines from the personal data storage 10 which survey Pat has not completed. The relationship director 5 selects the corresponding dialog script 12 containing the appropriate survey and submits the survey to Pat. The answers to the survey are recorded in the personal data storage unit 10, respectively. When the investigation is complete, in this example, the relationship director 5 determines that Pat has advanced to stage 2. The relationship director 5 passes a command command to the mutual module 8 and causes the putt to determine whether the item may be made available in step 2, which module 8 offered the putt and which item the putt accepted. From the personal data storage unit 10.

In this example, the reciprocal module 8 determines that Pat can offer a free sample of the related product and passes a command command to the relationship director 5. The relationship director 5 determines whether or not to present the item to Pat. In this particular example, Pat asks an unsolicited question about another product. The relationship director 5 analyzes the request, preferably using keywords, to determine that the technical information director 20 can best answer the question regarding Pat's product.
After the search results are provided by the Technical Information Director and presented to Pat, the Relation Director 5 asks Pat if he wants to receive a free sample of the product that is the subject of this question. If Pat accepts it, the relationship director 5 checks the personal data storage 10 to determine if the necessary address information exists. Since the necessary information has been gathered at the time of offering the coupon, the director of interest selects the dialog script 12 which confirms Pat's mailing address. If the address is corrected, it is stored in the personal data storage unit 10. Pat then indicates that he has to go to the meeting and sign off from the website. All data from the conversation with Pat is now available in the data store and available to the system. Possibility of investigator access to its detailed use,
Includes preparing consumer input reports, comparing with other data, selling to third party users, or other applications where consumer input may be valuable.

Example 2 The example shown in FIG. 11 begins in a similar manner to Example 1. However, in this example, the user name is Bill. The Director of Relations welcomes Bill and Bill proceeds to the washability question regarding ink stains on the cloth similar to Example 1. The relationship director 5 passes the command to the technical information director 20 as in Example 1. The relationship director may compare the user input in the personal data store to check if Bill had previously asked the same question. The relationship director 5 will later ask for the user name. Bill enters his name and the relationship director 6 saves the user input in the personal data store 10. The Relation Director 5 then asks the building whether to enter some basic demographic data. Bill responds that he does not currently provide demographic data. The relationship director 5 saves the refusal to provide the demographic data in the personal data storage unit 10. Bill then asks another cleanability question. The relationship director 5 determines that the building request is technical information, and the request is sent to the technical information director 20.
Pass to. Bill then ends the interaction with the system. Later, Bill will revisit the website's interactive system. The relation director 5 acquires user input data (user ID, password, cookie information, etc.) to identify the building, and determines the current user stage of the building from the personal data storage unit 10. Relations Director 5 welcomes Bill's visit to this site again. Since the personal data storage unit 10 has the name of the building, the relationship director 5 adjusts the dialog script 12 so as to include the name of the building appropriately. The relationship director 5 may then ask whether to enter basic demographic data into the building. If Bill affirms, the relationship director 5 proceeds to obtain the demographic data described in Example 1. After obtaining the demographic data, the relation director 5 determines that the building has moved to the next relational stage, stage 1. The relationship director 5 is then the external information module 16
And pass command commands to determine which items (if any) to offer to the building. In this example, the external information module 16 determines that the building can be offered for entertainment. The relationship director 5 selects the corresponding dialog script 12 for offering entertainment to the building. The dialog script may include "Do you want a game to get a free movie ticket?"
The relationship director 5 then waits for user input from the building. In the example of FIG. 11, Bill responds when he plays the game. The relationship director 5 records the user input and determines from the personal data store whether Bill has previously played any games. After determining the previous game, the relationship director 5 selects a dialog script for the game that Bill has not experienced. Dialog script 12 may include a simple and trivial game such as "Who was the first president of the United States?" The relationship director 5 waits for user input from the building. After a few questions, the relationship director 5 will determine that Bill won the game and select the corresponding dialog script 12 that informs him that he won the free movie ticket. Dialog script 12
May include "Bill, awesome. I won two free movie tickets. Check user database to determine if your home address is correct." The relationship director 5 determines whether the necessary personal data (such as mailing address) of the building is contained in the personal data storage 10. If the required personal data does not exist in the personal data storage unit 10, the relation director 5 selects the dialog script 12 for acquiring the personal data. The dialog script 12 may include "Please enter your home address as we will send you a free movie ticket." Necessary personal data is acquired from the pad and stored in the personal data storage unit 10.

The relationship director 5 may pass command instructions to the intermodule 8 to determine if there are any offerable items in the building. In this example, the mutual module 8 determines that it is possible to offer a coupon to the building. The relationship director 5 may offer a coupon to Bill as described in Example 1. As shown in the first two examples, the interactive system is based at least in part on a gift / reward type system. Understand that such arrangements can facilitate the collection of valuable information and stimulate natural relationship-building models to establish the trust, trust, and intimate relationships needed for a reliable, honest exchange of information. Has been done. Certain user input is collected from the user, who is rewarded for being offered a gift. Gift offers can vary from level to level, and the inter-module 8 and personal data store 10 keep track of which gift offers have been accepted and accepted by the user.

Example 3 As shown in FIG. 12, the Relation Director 5 ("Relationship Agent") initiates a dialogue by welcoming the user to the interactive system. The interactive system runs on a standard computer web server. The web server is connected to the internet. The microphone uses a normal computer including a CPU and memory. The web server sends all user interactions to the Relation Director. A relational director includes software running on, or communicating with, a web server computer. Mike connects to the Internet via an Internet service provider or via a local area network (LAN) connected to the Internet and opens the Internet Explorer web browser software on his computer. Mike is URL (address) "http://www.mr"
clean. com. " The web browser sends a URL request to the web server computer over the Internet. The web server computer sends a command command to Mike's computer to determine if an interactive system enabled cookie exists. Since there is no cookie, the web server sends a command to the interested director to identify the microphone to a new, unknown, first-visit user. The relationship director determines that Mike is in relationship phase 0 and selects the corresponding introductory dialog script.

The Relation Director then sends the dialog script to a web server that embeds the script into the web page, which sends the web page to Mike via Mike's web browser. Mike acknowledges the welcome and proceeds to enter administrative commands such as "system survey" to change the current survey of the interactive system. The relationship director 5 analyzes the user input and determines that the user input is a management command. The relationship director 5 selects the dialog script 12 for authenticating the administrator user. The dialog script may include "Must authenticate first." Mike enters a management command such as "system authentication" to initiate the authentication process. The relationship director 5 analyzes the user input and selects the dialog script 12 which continues the authentication process. The dialog script may include "Enter password." Mike enters a password that is usually masked so that others in the same area as the microphone cannot see it. The relation director 5 next checks the password entered by the administrator user in the personal data storage unit 10,
Determine if the primary user has permission to make changes to the interactive system. After it turns out that Mike is an authorized admin user, the Relation Director 5 selects a dialog script that informs Mike that Mike has been authenticated. The relationship director 5 then waits for user input from the microphone. At any point while interacting with the administrative portion of the interactive system, the admin user can ask questions and interact like a normal user. Mike enters an administrative command to change the current survey of the other interactive system. The management command may include "system probe". The Relation Director 5 receives the administration commands and retrieves the available surveys that can be presented to the user from the dialog script. The Relation Director 5 then displays to the admin user a list of available surveys and asks Mike which survey he wants to select. Mike chooses "Survey 7" and the relationship director 5
Modify the algorithm and / or decision tree appropriately to utilize "Survey 7." Mike then enters another administrative command to change the current coupon offered to the user. The management command is "system coupon"
May be included. The relationship director 5 receives the user input and determines that the user input is a management command for changing the current coupon. Relationship Director 5
Sends a command to the reciprocal module to determine which coupon is currently offered. The reciprocal module 8 determines which coupon is currently offered and sends a command to the relational director 5 containing a list of pongs. The relationship director 5 then displays a list of current coupons on the admin user's microphone,
Mike asks if he wants to change the coupon. Mike responds that he wants to change the coupon, and the Director of Relationship asks Mike for a new description of the offered coupon. Mike enters a new description for the coupon, such as "Big size 75 cents off." The relationship director 5 receives the input of the admin user and the mutual module 8
Send a command to change the current coupon to the description entered by the administrator user. The Relation Director 5 selects a dialog script 12 informing the administrator user that the requested changes have been implemented. This dialog script may include "Master, new coupon description has been activated." Mike then enters an administrative command to end the administrative session. The management command may include "system processing end (sys goodbye)". As you can see
The present invention allows the administrator user to make real-time changes to the interactive system. Moreover, these changes can be made from virtually anywhere in the world and require no special software other than a standard web browser application and internet connection.

The examples and specific embodiments described herein are for purposes of illustration and are not intended to limit the scope of the methods and fabrics of the present invention. Additional methods and fabrics within the scope of the present invention will be apparent to those of ordinary skill in the art in view of the teachings herein.

[Brief description of drawings]

FIG. 1 is a schematic diagram of an interactive system for information collection and distribution according to the present invention.

2 is a schematic diagram of a representative decision tree of a relationship director of the interactive system of FIG.

FIG. 3 is a schematic diagram of another embodiment of an interactive system for collecting and distributing information according to the present invention.

FIG. 4 is a schematic diagram of a representative dialog script of an interactive system for collecting and distributing information according to the present invention.

FIG. 5 shows an explanatory diagram of a typical user interface including a virtual character of the present invention.

FIG. 6 illustrates an illustration of another exemplary user interface including a virtual character of the present invention.

FIG. 7 is a flowchart of an interactive information collection and distribution method according to the present invention.

FIG. 8 is a schematic diagram of an exemplary client / server network embodiment of the present invention.

FIG. 9 shows a flow chart of another embodiment of an interactive information gathering and distributing method according to the present invention.

FIG. 10 illustrates an exemplary dialogue sequence that can be implemented with the interactive system of the present invention.

FIG. 11 illustrates another exemplary interaction sequence that can be implemented with the interactive system of the present invention.

FIG. 12 illustrates another exemplary interaction sequence that can be implemented with the interactive system of the present invention.

FIG. 13 is a schematic diagram of an interactive system for collecting and distributing information according to the present invention.

─────────────────────────────────────────────────── ─── Continued front page    (81) Designated countries EP (AT, BE, CH, CY, DE, DK, ES, FI, FR, GB, GR, IE, I T, LU, MC, NL, PT, SE, TR), OA (BF , BJ, CF, CG, CI, CM, GA, GN, GW, ML, MR, NE, SN, TD, TG), AP (GH, G M, KE, LS, MW, MZ, SD, SL, SZ, TZ , UG, ZW), EA (AM, AZ, BY, KG, KZ, MD, RU, TJ, TM), AE, AG, AL, AM, AT, AU, AZ, BA, BB, BG, BR, BY, B Z, CA, CH, CN, CR, CU, CZ, DE, DK , DM, DZ, EE, ES, FI, GB, GD, GE, GH, GM, HR, HU, ID, IL, IN, IS, J P, KE, KG, KP, KR, KZ, LC, LK, LR , LS, LT, LU, LV, MA, MD, MG, MK, MN, MW, MX, MZ, NO, NZ, PL, PT, R O, RU, SD, SE, SG, SI, SK, SL, TJ , TM, TR, TT, TZ, UA, UG, UZ, VN, YU, ZA, ZW (72) Inventor Doherty, Michael Emmet             Cincinnati, Ohio, USA             Squiral, Run, Lane 5542 F-term (reference) 5E501 AA02 AB15 BA13 DA02 EB20                       FA01 FA21

Claims (35)

[Claims] 1. An interactive system for transferring information about products and services, comprising: a user interface and a relational director for communicating between a personal data store and a user interface, the user from the personal data store. A relational director containing executable instructions for determining at least a part of a user's current stage from the information, and determining the availability trigger of the relevant item for selective distribution by the relational director to the user, executable An interactive system including one inter-module that communicates with a relational director containing instructions. 2. The system of claim 1, wherein the relationship director provides access to one or more predetermined dialog scripts that direct user interaction. 3. The system of claim 1, wherein the interactive system further comprises executable instructions for selectively providing one or more virtual characters via the user interface. 4. The part of a management system in which the relationship director includes executable instructions for overseeing and directing the flow of information between the relationship director, the user interface, and other elements of the interactive system. The system of claim 1, wherein the system is: 5. A technical information director in communication with one or more information data stores, the technical information director including executable instructions for providing technical information via the user interface. The system according to 1. 6. The system of claim 5, wherein the technical information director provides access to technical information in the form of questions and answers, product-related advice, product-related technical information, and the like. 7. The system of claim 1, wherein the related items for selective distribution include coupons, products and other bonuses. 8. The system of claim 1, wherein the relationship director further comprises language analysis means including executable instructions for determining one or more individual characteristics based on user input. 9. The system of claim 8, further comprising a predetermined dialog script corresponding to the determined one or more individual characteristics. 10. The system of claim 2, wherein the relevant director includes executable instructions for selecting a predetermined dialog script corresponding to the current stage of the user. 11. The system of claim 1, wherein the reciprocal module includes executable instructions for selectively implementing predetermined timing parameters, randomization parameters and provision conditions. 12. The system of claim 1, wherein the user information includes data related to a previous interaction via the user interface. 13. An executable for determining the availability of an item irrelevant to the selective distribution by said relationship director to said user, wherein said system comprises one external information module in communication with said relationship director. The system of claim 1, including various instructions. 14. An interactive system for transferring information about a product or service, comprising: a user interface; a personal data storage unit and a relational director for communicating with the user interface; A relationship director including executable instructions for determining at least a part of the user's current stage from the user information, and for determining the availability triggering of items unrelated to the selective distribution to the user by the relationship director. A system including an external information module in communication with the relational director containing executable instructions. 15. The system of claim 14, wherein the relationship director provides access to one or more predetermined dialog scripts that direct interaction with a user. 16. The system of claim 14, wherein the item unrelated to selective distribution includes providing the user's access to unrelated stimuli. 17. The system of claim 14, wherein the trigger corresponds to one or more predetermined user stages. 18. The system further comprises a mutual module in communication with the relationship director and is executable for determining availability triggering of items related to selective distribution by the relationship director to the user. 15. The system of claim 14, including instructions. 19. An interactive system for transferring information about a product or service, comprising a user interface, a personal data storage unit, and a relational director for communicating with the user interface, the current stage of the user being determined. And a relationship director including executable instructions for determining a trigger for availability of a relationship item for selective distribution by the relationship director to a user by the relationship director. A mutual module for communicating, and an external information module for communicating with the relational director, which includes executable instructions for determining the availability triggering of items unrelated to the selective distribution to the user by the relational director. System including. 20. The system of claim 19, wherein the relationship director directs user interaction via one or more predetermined dialog scripts. 21. A method for interactive collection and distribution of information about products and services, comprising a user interface, a personal data store and a relational director in communication with the user interface, the current user interface. A relationship director including executable instructions for determining a stage, and a relationship director including executable instructions for determining a trigger for availability of a related item for selective distribution by the relationship director to the user. Providing a mutual module that communicates with the director, interacting with the user using a dialog script, recording user input in a personal data store, and at least in part responding to the user input for one user. Determining the stage and a detailed dialog screen corresponding to the current stage of the user. And selection of the script, and regular offer to the user of the related items available after trigger determination, and a repetition of the aforementioned steps until the user is finished, the method comprising. 22. The method further comprises communicating with the relationship director including executable instructions for determining a trigger for availability of extraneous items for selective distribution by the relationship director to the users. 22. The method of claim 21, comprising the steps of: one external information module; and a periodic offer to the user of irrelevant items available after a trigger decision. 23. The method further comprising the step of accessing a user input of the personal data store for product development or improvement of products and services.
The method according to 1. 24. A method for interactive collection and distribution of information about products and services, comprising: a user interface, a personal data store and a relationship director in communication with the user interface. A relationship director including executable instructions for determining a user's current stage, and executable instructions for determining a trigger for availability of items unrelated to selective distribution to the user by the relationship director. , Providing an external information module to communicate with the director concerned, interacting with the user using a dialog script, recording the user input to the personal data storage, and responding to the user's input with the current stage of one user. Judgment and selection of detailed dialog script corresponding to the current stage of the user , And regular offer to the user extraneous items available after trigger determination, and the step of repeating the above steps until the user is finished, the method comprising. 25. The method further comprises communicating with the relationship director including executable instructions for determining availability triggering of a relationship item for selective distribution by the relationship director to the user. 25. The method of claim 24, comprising providing one reciprocal module and the step of periodically offering to the user relevant items available after a trigger decision. 26. A method of product development, comprising: accessing a personal data store containing user input collected by the method of claim 21; said user input of a product development or product and service of an enterprise. And a step of utilizing it for improvement. 27. A method of product development, comprising: accessing a personal data store containing user input collected by the method of the following steps; said accessing step using a dialog script. Interacting with the user; recording user input to the personal data store, selecting a detailed dialog script corresponding to the user's current stage, and selecting one item for the user after the trigger is determined. And a step of utilizing the user input for product development or improvement of products and services of a company. 28. A computer-readable medium comprising instructions for controlling a computer system that interacts with a user for interactively collecting and distributing information about products and services, the medium comprising: , Using a dialog script to interact with the user, recording user input to a personal data store, determining the user's current stage in response to the user input, Select the corresponding detailed dialog script, determine the trigger of availability of the related item, make a periodic offer to the user of the related item that is available after the trigger is determined, and end the user Repeating the above steps up to. 29. A network-based method for interactively collecting and distributing information about products and services, the method comprising providing a website having a user interface, the method comprising: Corresponding to receiving one or more items of user input, recording the user input in the personal data storage unit, determining the current stage of the user from the user input, and corresponding to the current stage of the user A method comprising the steps of selecting a detailed dialog script, periodically offering to the user an irrelevant item available via the user interface, and repeating the above steps until the user is finished. 30. The method of claim 21, wherein the method further comprises the step of providing access to data from the personal data store. 31. The method of claim 30, wherein the step of providing access to another comprises analyzing at least a portion of the personal data store to identify predetermined information. 32. A computer data signal embedded in a carrier wave for transmitting executable instructions for interactively collecting and distributing information about products and services, the signal using a dialog script. To interact with the user, a command to record the user input to the personal data storage unit, a command to determine the current stage of the user corresponding to the user input, and a detailed dialog script corresponding to the current stage of the user. An instruction to select a trigger for availability of the related item, a periodic offer to the user for related items available after the trigger is determined, and an instruction to repeat the above steps until the user is finished. Signal containing. 33. A method of using one user interface for interactively collecting and distributing information about products and services, the method comprising: using a dialog script to interact with a user. Recording user input to the data store, determining a user's current stage corresponding to the user input, selecting a detailed dialog script corresponding to the user's current stage, and A method comprising the steps of determining a trigger for availability, periodically offering to the user relevant items available after the trigger is determined, and repeating the above steps until the user is finished. 34. A computer-readable medium containing one or more user inputs from a personal data store collected from the method of claim 21. 35. A propagated data signal embedded in a carrier wave for accessing information on a network, said signal being one or more users from a personal data store collected from the method of claim 21. A signal containing the input.