WO2022060331A1 - A communication channel determination system - Google Patents

A communication channel determination system Download PDF

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Publication number
WO2022060331A1
WO2022060331A1 PCT/TR2021/050919 TR2021050919W WO2022060331A1 WO 2022060331 A1 WO2022060331 A1 WO 2022060331A1 TR 2021050919 W TR2021050919 W TR 2021050919W WO 2022060331 A1 WO2022060331 A1 WO 2022060331A1
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WIPO (PCT)
Prior art keywords
communication
customer
customers
processing unit
layer
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Application number
PCT/TR2021/050919
Other languages
French (fr)
Inventor
Haluk INCIDELEN
Haci Mehmet Yildirim KOCDAG
Original Assignee
Aegon Emeklilik Ve Hayat Anonim Sirketi
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Publication of WO2022060331A1 publication Critical patent/WO2022060331A1/en

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • G06Q40/08—Insurance
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06N—COMPUTING ARRANGEMENTS BASED ON SPECIFIC COMPUTATIONAL MODELS
    • G06N20/00—Machine learning

Definitions

  • the present invention relates to a system which enables to determine methods of communication to be established with a customer on an insurance basis and which customer clusters will be communicated by using feedbacks received from customers about insurance issues.
  • Telemarketing or online marketing data of a customer who is reached as a result of the search are analyzed and probabilities are determined by means of calculations that are made in consequence of customer-specific telemarketing or online marketing.
  • a communication channel to be used in communication with a customer is chosen according to probability assessments.
  • the Chinese patent document no. CN109300050 (A), another application in the state of the art, discloses a system which determines insurance products suitable for a customer by using machine learning and is used for creating a recommendation.
  • the said invention obtains a customer’s historical insurance activity information.
  • the data obtained are analyzed by using a machine learning algorithm and a customer tendency is calculated for each different insurance.
  • a user portrait is created for each customer as a result of this transaction.
  • the most accurate insurance campaigns and notifications are provided to customers in accordance with the user portrait created.
  • the campaigns and notifications determined are matched with a customer automatically based on historical transaction data of each user.
  • This system improves recommendation accuracy to a certain extent in comparison with manual decisions of an insurance staff and this automatic matching method also reduces insurance workload.
  • An objective of the present invention is to realize a system which enables to determine over which communication channel a customer will be contacted about insurance, by processing insurance feedbacks received from customers through machine learning.
  • Another objective of the present invention is to realize a system which enables to create customer clusters by processing insurance feedbacks received from customers through machine learning and to share a determined campaign with the said customer cluster.
  • Figure 1 is a schematic view of the inventive communication channel determination system.
  • the inventive system (1) for determining a communication channel to be established with insurance customers comprises: at least one communication layer (2) which is configured to keep record of communication channels whereby customers communicate with a company and data of customers, to communicate with a customer over a determined communication channel, and to receive feedback rom a customer; and at least one processing unit (3) which is configured to be in communication with the communication layer (2) so as to realize data exchange, to process communication methods received from customers by means of machine learning methods, to order and keep record of communication methods preferred for each customer as a result of processing, also to create customer clusters on the basis of predetermined criteria by using customer information received over the communication layer (2) and to share preferences of a determined communication method with the communication layer (2).
  • the communication layer (2) included in the inventive system (1) is configured to enable customers to establish communication with a company and to keep record of information about the communication means established.
  • the communication layer (2) preferably keeps information about by which means such as call center, e- mail, SMS, mobile application, web service, push notification, mail a customer is contacted.
  • the communication layer (2) is also configured to keep record of by which communication means customers are contacted and by which communication means a feedback can be received.
  • the communication layer (2) is also configured to keep personal information that are allowed for use by a customer and to share the related parts thereof with the processing unit (3).
  • the communication layer (2) is configured to keep at least one of customers’ information such as age, educational status, personal preference, natural/legal person.
  • the communication layer (2) is configured to ensure that a customer demand is created by means of notifications received from customers and to share a dynamic customer campaign created with a communication channel and a customer cluster that is determined by the processing unit (3).
  • the communication layer (2) is also configured to receive information about whether a communication is realized from a communication channel that is established with a customer, whether a message is read, for how long it was read and how much time was spent for reading it and to share these with the processing unit (3).
  • the processing unit (3) is configured to process data about historical communication means that are kept in the communication layer (2) and service/product service information that are transmitted to customers, by means of machine learning algorithms and to determine optimum communication channels whereby customer will be contacted.
  • the communication layer (2) follows order of communication channels determined by the processing unit (3) in case of needing to contact a customer.
  • the processing unit (3) is configured to use a self-1 earning structure in order to determine a method of communication to be established with a customer for improving feedbacks to be received from the customer about insurance, and to decide on which communication channel will preferred for which customer.
  • the processing unit (3) is also configured to create certain customer clusters by using a communication content kept in the communication layer (2), established with a customer and feedbacks provided by a customer for a communication content.
  • the inventive system (1) it is ensured to determine communication channels with a high probability in terms of customers to provide feedback for companies that provide service in insurance field, by means of machine learning algorithms and it is aimed to receive feedback from customers wherever possible. Similarly, it is enabled by means of machine learning algorithms to determine clusters wherefrom campaign releases -containing services such as communication channel product/service- will be made and wherein customers who will provide feedback are included. With the system (1), rates of insurance companies to communicate with customers and to receive feedback are increased.

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  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Strategic Management (AREA)
  • General Business, Economics & Management (AREA)
  • Economics (AREA)
  • Marketing (AREA)
  • Finance (AREA)
  • Physics & Mathematics (AREA)
  • Accounting & Taxation (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Development Economics (AREA)
  • Human Resources & Organizations (AREA)
  • Technology Law (AREA)
  • Data Mining & Analysis (AREA)
  • Operations Research (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Telephonic Communication Services (AREA)
  • Financial Or Insurance-Related Operations Such As Payment And Settlement (AREA)

Abstract

The present invention relates to a system (1) which enables to determine methods of communication to be established with a customer on an insurance basis and which customer clusters will be communicated by using feedbacks received from customers about insurance issues.

Description

A COMMUNICATION CHANNEL DETERMINATION SYSTEM
Technical Field
The present invention relates to a system which enables to determine methods of communication to be established with a customer on an insurance basis and which customer clusters will be communicated by using feedbacks received from customers about insurance issues.
Background of the Invention
Corporate companies communicate with their customers via call center, web/mobile applications, SMS, e-mail, push notification or mail. By means of communication established with customers, companies can promote, sell their new products/services, receive complaints about currently used products and/or services and take actions within their own structures. It is required for companies working in the field of insurance to communicate with their customers and to receive approval/rej ection feedback from their customers about their products as a result of communication. Therefore, determining communication channels preferred by customers who get service within an insurance company structure and communication channels wherein a company has a high rate of receiving feedback from a customer will both increase the rate of product and/or service sales and maximize customer satisfaction. At the same time, classification of customers according to their similarities except for communication channels preferred by customers will be beneficial to easily determine customer clusters with which new campaigns -to be offered for customers- will be associated. Therefore, today there is need for solutions whereby communication channels preferred by customers and customers who will have product/service sales are clustered. The invention disclosed in the International patent document no. WO2019041522 (Al), an application in the state of the art, mentions an insurance recommendation method which is configured to be able to establish communication according to communication methods preferred by insurance customers, to improve experience of a customer and to reach potential customers. The said invention carries out a search in a predetermined database for general information and feedback data of a customer according to marketing methods upon a request for insurance recommendation to a customer whose identification information are stated. Telemarketing or online marketing data of a customer who is reached as a result of the search are analyzed and probabilities are determined by means of calculations that are made in consequence of customer-specific telemarketing or online marketing. A communication channel to be used in communication with a customer is chosen according to probability assessments.
The Chinese patent document no. CN109300050 (A), another application in the state of the art, discloses a system which determines insurance products suitable for a customer by using machine learning and is used for creating a recommendation. The said invention obtains a customer’s historical insurance activity information. The data obtained are analyzed by using a machine learning algorithm and a customer tendency is calculated for each different insurance. A user portrait is created for each customer as a result of this transaction. The most accurate insurance campaigns and notifications are provided to customers in accordance with the user portrait created. The campaigns and notifications determined are matched with a customer automatically based on historical transaction data of each user. This system improves recommendation accuracy to a certain extent in comparison with manual decisions of an insurance staff and this automatic matching method also reduces insurance workload.
Summary of the Invention An objective of the present invention is to realize a system which enables to determine over which communication channel a customer will be contacted about insurance, by processing insurance feedbacks received from customers through machine learning.
Another objective of the present invention is to realize a system which enables to create customer clusters by processing insurance feedbacks received from customers through machine learning and to share a determined campaign with the said customer cluster.
Detailed Description of the Invention
“A Communication Channel Determination System” realized to fulfil the objectives of the present invention is shown in the figure attached, in which:
Figure 1 is a schematic view of the inventive communication channel determination system.
The components illustrated in the figure are individually numbered, where the numbers refer to the following:
1. System
2. Communication layer
3. Processing unit
The inventive system (1) for determining a communication channel to be established with insurance customers comprises: at least one communication layer (2) which is configured to keep record of communication channels whereby customers communicate with a company and data of customers, to communicate with a customer over a determined communication channel, and to receive feedback rom a customer; and at least one processing unit (3) which is configured to be in communication with the communication layer (2) so as to realize data exchange, to process communication methods received from customers by means of machine learning methods, to order and keep record of communication methods preferred for each customer as a result of processing, also to create customer clusters on the basis of predetermined criteria by using customer information received over the communication layer (2) and to share preferences of a determined communication method with the communication layer (2).
The communication layer (2) included in the inventive system (1) is configured to enable customers to establish communication with a company and to keep record of information about the communication means established. The communication layer (2) preferably keeps information about by which means such as call center, e- mail, SMS, mobile application, web service, push notification, mail a customer is contacted. The communication layer (2) is also configured to keep record of by which communication means customers are contacted and by which communication means a feedback can be received.
The communication layer (2) is also configured to keep personal information that are allowed for use by a customer and to share the related parts thereof with the processing unit (3). The communication layer (2) is configured to keep at least one of customers’ information such as age, educational status, personal preference, natural/legal person.
In a preferred embodiment of the invention, the communication layer (2) is configured to ensure that a customer demand is created by means of notifications received from customers and to share a dynamic customer campaign created with a communication channel and a customer cluster that is determined by the processing unit (3). The communication layer (2) is also configured to receive information about whether a communication is realized from a communication channel that is established with a customer, whether a message is read, for how long it was read and how much time was spent for reading it and to share these with the processing unit (3).
In the inventive system (1), the processing unit (3) is configured to process data about historical communication means that are kept in the communication layer (2) and service/product service information that are transmitted to customers, by means of machine learning algorithms and to determine optimum communication channels whereby customer will be contacted. Thus, the communication layer (2) follows order of communication channels determined by the processing unit (3) in case of needing to contact a customer.
In a preferred embodiment of the invention, the processing unit (3) is configured to use a self-1 earning structure in order to determine a method of communication to be established with a customer for improving feedbacks to be received from the customer about insurance, and to decide on which communication channel will preferred for which customer. The processing unit (3) is also configured to create certain customer clusters by using a communication content kept in the communication layer (2), established with a customer and feedbacks provided by a customer for a communication content. Thus, when an insurance company wants to make a product/service notification by the communication layer (2), it contacts customers who will be interested in the said product/service over a determined communication channel by knowing who have responded or ben interested in the said notifications in advance. Thereby, besides determining a communication means to be established with a customer, it is ensured that a communication content is also delivered to related customers.
With the inventive system (1), it is ensured to determine communication channels with a high probability in terms of customers to provide feedback for companies that provide service in insurance field, by means of machine learning algorithms and it is aimed to receive feedback from customers wherever possible. Similarly, it is enabled by means of machine learning algorithms to determine clusters wherefrom campaign releases -containing services such as communication channel product/service- will be made and wherein customers who will provide feedback are included. With the system (1), rates of insurance companies to communicate with customers and to receive feedback are increased.
Within these basic concepts; it is possible to develop various embodiments of “A Communication Channel Determination System”; the invention cannot be limited to examples disclosed herein and it is essentially according to claims.

Claims

1. A system (1) for determining a communication channel to be established with insurance customers; characterized by at least one communication layer (2) which is configured to keep record of communication channels whereby customers communicate with a company and data of customers, to communicate with a customer over a determined communication channel, and to receive feedback rom a customer; and at least one processing unit (3) which is configured to be in communication with the communication layer (2) so as to realize data exchange, to process communication methods received from customers by means of machine learning methods, to order and keep record of communication methods preferred for each customer as a result of processing, also to create customer clusters on the basis of predetermined criteria by using customer information received over the communication layer (2) and to share preferences of a determined communication method with the communication layer (2).
2. A system (1) according to Claim 1; characterized by the communication layer (2) which is configured to enable customers to establish communication with a company and to keep record of information about the communication means established.
3. A system (1) according to Claim 1 or 2; characterized by the communication layer (2) which keeps information about by which means such as call center, e-mail, SMS, mobile application, web service, push notification, mail a customer is contacted.
4. A system (1) according to any of the preceding claims; characterized by the communication layer (2) which is configured to keep record of by which
7 communication means customers are contacted and by which communication means a feedback can be received.
5. A system (1) according to any of the preceding claims; characterized by the communication layer (2) which is configured to keep personal information that are allowed for use by a customer and to share the related parts thereof with the processing unit (3).
6. A system (1) according to any of the preceding claims; characterized by the communication layer (2) which is configured to keep at least one of customers’ information such as age, educational status, personal preference, natural/legal person.
7. A system (1) according to any of the preceding claims; characterized by the communication layer (2) which is configured to ensure that a customer demand is created by means of notifications received from customers and to share a dynamic customer campaign created with a communication channel and a customer cluster that is determined by the processing unit (3).
8. A system (1) according to any of the preceding claims; characterized by the communication layer (2) which is configured to receive information about whether a communication is realized from a communication channel that is established with a customer, whether a message is read, for how long it was read and how much time was spent for reading it and to share these with the processing unit (3).
9. A system (1) according to any of the preceding claims; characterized by the processing unit (3) which is configured to process data about historical communication means that are kept in the communication layer (2) and service/product service information that are transmitted to customers, by means of
8 machine learning algorithms and to determine optimum communication channels whereby customer will be contacted.
10. A system (1) according to Claim 9; characterized by the communication layer (2) which follows order of communication channels determined by the processing unit (3) in case of needing to contact a customer.
11. A system (1) according to any of the preceding claims; characterized by the processing unit (3) which is configured to use a self-learning structure in order to determine a method of communication to be established with a customer for improving feedbacks to be received from the customer about insurance, and to decide on which communication channel will preferred for which customer.
12. A system (1) according to any of the preceding claims; characterized by the processing unit (3) which is configured to create certain customer clusters by using a communication content kept in the communication layer (2), established with a customer and feedbacks provided by a customer for a communication content.
9
PCT/TR2021/050919 2020-09-16 2021-09-10 A communication channel determination system WO2022060331A1 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
TR2020/14716A TR202014716A2 (en) 2020-09-16 2020-09-16 SETTING A COMMUNICATION CHANNEL SYSTEM
TR2020/14716 2020-09-16

Publications (1)

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WO2022060331A1 true WO2022060331A1 (en) 2022-03-24

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WO (1) WO2022060331A1 (en)

Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20140140494A1 (en) * 2012-11-21 2014-05-22 Genesys Telecommunications Laboratories, Inc. Dynamic recommendation of routing rules for contact center use
US20180082678A1 (en) * 2016-09-22 2018-03-22 Royal Bank Of Canada System and method for electronic communications
US10264128B1 (en) * 2017-10-30 2019-04-16 Amazon Technologies, Inc. Dynamic machine-learning-based contact processing
US10708424B1 (en) * 2018-10-05 2020-07-07 United States Automobile Association (USAA) AI assistant for interacting with customers across multiple communication modes

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20140140494A1 (en) * 2012-11-21 2014-05-22 Genesys Telecommunications Laboratories, Inc. Dynamic recommendation of routing rules for contact center use
US20180082678A1 (en) * 2016-09-22 2018-03-22 Royal Bank Of Canada System and method for electronic communications
US10264128B1 (en) * 2017-10-30 2019-04-16 Amazon Technologies, Inc. Dynamic machine-learning-based contact processing
US10708424B1 (en) * 2018-10-05 2020-07-07 United States Automobile Association (USAA) AI assistant for interacting with customers across multiple communication modes

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