Patent Document ID: 7949574
Application ID: 11947152

Base Claim:
1. A system for an enterprise having multiple business units to communicate with a user over multiple channels, the system comprising: channel interfaces respectively coupled to the multiple channels; a knowledge management system coupled to the channel interfaces, the knowledge management system comprising: an offer database, the offer database storing potential offers to the user, the potential offers being supplied from the multiple business units within the enterprise; a user profile database, the user profile database storing a user profile with respect to the user; and a decision engine coupled to the offer database and the user profile database, the decision engine implementing computer processing components for making a decision as to which of the potential offers to present to the user and which of the multiple channels over which to make the presentation.

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Claim 26:
26. The system of claim 1 , further comprising a personalization engine, wherein the decision engine transmits information comprising value propositions to the personalization engine to provide to the user together with weights for each value proposition for the particular user.