Patent ID: 9697524
Date: 2017-07-04
CPC Classifications: G06Q

Claim:
1. A fulfillment system for providing services to a customer in response to a customer request through one or more communication channels, the fulfillment system comprising: non-transitory computer memory storing at least executable instructions and a database comprising a plurality of interaction applications; at least one computer processor executing at least the stored executable instructions to perform a plurality of functions, including functions associated with a request receiving engine and a request processing engine; the request receiving engine including a plurality of interaction applications to support a plurality of communication channel types and each of the interaction applications including a plurality of executable interaction policies; wherein the request receiving engine is connected to the one or more communication channels to perform at least the following in response to receiving the customer request: selecting at least one interaction application based at least on the one or more communication channels; and executing at least one executable interaction policy based at least on the customer request received over the one or more communication channels, wherein executing comprises determining a format of the customer request and based on the determined format, converting the format of the customer request to another format; a request processing engine programmed to automatically perform at least the following in response to receiving the customer request over the one or more communication channels: receiving the customer request from the request receiving engine; analyzing the customer request to determine customer information necessary to fulfill the customer request and to select at least one policy from a policy database, said analyzing and selecting based on the customer request and the one or more communication channels; collecting the customer information from at least a plurality of business unit engines based on the step of analyzing and the selected at least one policy; and processing the customer request based on the collected customer information.