| 摘要 |
<p>Systems and methods are disclosed for personalizing interaction between an information/service/product provider using a knowledge management (KM) system that tracks data exchanged between users and the provider over multiple communication channels. User requests to an information/service/product provider can made via multiple different channels, such as by using ATMs, PDAs, cell phones, computers accessing web sites or other Web Devices, Voice Response Units (VRUs), and others. User requests submitted over these multiple channels are routed into an integrated KM system that services these requests. The user requests are serviced in such a manner that they are personalized in multiple aspects to enrich the user's experience.</p> |
