US 12,477,024 B2
Holistic user engagement across multiple communication channels
Anil Kumar Bashetty, Plainsboro, NJ (US); Swetha Gayam, Piscataway, NJ (US); Mark E. Johnson, Bountiful, UT (US); Deepak Kumar, Jersey City, NJ (US); Mazhar Ladji, Brooklyn, NY (US); Cong Liu, New York, NY (US); Zeyu Liu, Jersey City, NJ (US); David Keith Love, Tucson, AZ (US); Amarnath E. Mahendran, Basking Ridge, NJ (US); Matthew K. Meyer, Livingston, NJ (US); Emery Schoenly, Salisbury, CT (US); Jeremy D. Seideman, Brooklyn, NY (US); and Govind Sharma, Iselin, NJ (US)
Assigned to AMERICAN EXPRESS TRAVEL RELATED SERVICES COMPANY, INC., New York, NY (US)
Filed by American Express Travel Related Services Company, Inc., New York, NY (US)
Filed on Feb. 2, 2024, as Appl. No. 18/431,033.
Application 18/431,033 is a continuation of application No. 17/588,505, filed on Jan. 31, 2022, granted, now 11,930,054.
Prior Publication US 2024/0179195 A1, May 30, 2024
This patent is subject to a terminal disclaimer.
Int. Cl. H04L 65/403 (2022.01)
CPC H04L 65/403 (2013.01) 20 Claims
OG exemplary drawing
 
1. A system, comprising:
a computing device comprising a processor and a memory; and
machine-readable instructions stored in the memory that, when executed by the processor, cause the computing device to at least:
identify a user associated with a scheduled outreach, the scheduled outreach corresponding to an organization messaging the user with respect to a feature associated with the organization;
translate a first portion of user interaction data associated with the user from a first format to a second format, the first format being associated with a first type of interaction over a first communication channel of a plurality of communication channels;
translate a second portion of the user interaction data associated with the user from a third format to the second format, the third format being associated with a second type of interaction over a second communication channel of the plurality of communication channels;
determine a user intent of the user based at least in part on an output of a trained intent model and the user interaction data associated with the user, the user interaction data being formatted in the second format to comply with the trained intent model;
modify the scheduled outreach for the user based at least in part on the user intent;
generate one or more messages associated with the modified scheduled outreach; and
initiate the scheduled outreach by sending the one or more messages associated with the modified scheduled outreach to a client device associated with the user.