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 31:
31. The system of claim 1 , further comprising a personalization engine, wherein the personalization engine personalizes information provided to the user based on at least one event, the at least one event including a user life event, market/bank information feed event, user-provider relationship event, sales related event, advice related event, service related event, transactional/workflow event, user-provider interaction event and user profile related event.