Channel integration
A unique session is obtained and an anonymous session is generated that maps to the session. The anonymous session is passed to a selected advertisement service, and the selected advertisement service provides, in response thereto, an interface, which is proxied together with an existing interface of a device (associated with the unique session) during the unique session for a consumer to interact with the proxied interface on the device.
1. A method, comprising:
providing executable instructions to a hardware processor from a non-transitory computer-readable storage medium causing the hardware processor to perform operations comprising:
maintaining an aggregated profile of activities and preferences of a consumer across multiple communication channels, wherein the activities are online activities previously performed by the consumer online over the multiple communication channels, wherein the multiple communication channels include consumer communications associated with emails, web applications, kiosks, mobile devices, point-of-sale devices, self-service terminals (SSTs), and automated teller machines (ATMs);
identifying a session identifier associated with a transaction being actively performed by the consumer at a SST, wherein the SST is associated with a first communication channel of the multiple communication channels;
generating an anonymous session identifier and linking the anonymous session identifier to the session identifier by a channel integration server;
selecting a service for the consumer based on the aggregated profile;
providing the anonymous session identifier to the service along with a portion of the aggregated profile associated with the first communication channel causing the service to directly interact with the consumer during the transaction through the SST while both the consumer and the service have access to the portion of the aggregated profile associated with the first communication channel for the transaction and processing an additional transaction between the consumer and the service through the SST using the portion, wherein the additional transaction is separate from the transaction at the SST, wherein the portion at least includes an account of the consumer being used for the transaction on the SST, wherein providing further includes providing the portion of the aggregated profile as an anonymous session cookie to the service; and
proxying an advertisement interface supplied by the service with an existing interface associated with the transaction occurring on the SST, wherein the advertisement interface produces presentations that are presented in a defined region representing an overlaid screen on a display of the SST where the consumer is performing the transaction with the SST, and wherein other screens having other presentations associated with the existing interface are available concurrently with the overlaid screen.
2. The method of claim 1 , wherein maintaining further includes maintaining transaction histories, search histories, contact histories, consumer-related complaints, and the preferences recorded by the consumer with available services over the multiple communication channels.
3. The method of claim 1 , wherein maintaining further includes processing existing Application Programming Interfaces (APIs) associated with available services to obtain current profiles maintained for the consumer by the available services and aggregating the current profiles into the aggregated profile.
4. The method of claim 3 , wherein processing the existing APIs further includes removing duplicate activities and duplicate preferences detected in the current profiles from the aggregated profile and maintaining the aggregated profile in a normalized data format.
5. The method of claim 4 , wherein maintaining further includes updating the aggregated profile in real time based on new activities or modified preferences associated with interactions between the consumer and the available services over the multiple communication channels.
6. The method of claim 1 , wherein providing further includes providing consumer identifying information for the consumer obtained for the transaction at the SST, the anonymous session identifier, and the portion of the aggregated profile associated with the first communication channel of the SST to the service.
7. The method of claim 6 , wherein causing the service to interact with the consumer further includes receiving a service interface from the service with the anonymous session identifier and causing the SST based on the anonymous session identifier that is linked to the session identifier to present the overlaid screen that is overlaid on a display of the SST with other presented screens associated with an existing interface of the SST for the transaction.
8. The method of claim 7 , wherein causing the SST based on the anonymous session identifier further includes providing a script to the SST for execution, the script when executed by the SST provides the service interface within the overlaid screen on the display of the SST.
9. The method of claim 7 , wherein causing the SST based on the anonymous session identifier further includes providing the service interface as an image of a form comprising fields associated with the service interface to the SST to present as the overlaid screen, wherein actions taken by the consumer with respect to the fields of the image are relayed by the SST to the method and the method proxies the actions to the service on behalf of the consumer.
10. The method of claim 7 , wherein causing the SST based on the anonymous session identifier further includes providing the service interface as an image associated with a link to the SST for presenting as the overlaid screen and when the consumer clicks the image the link activates a consumer to service session within the overlaid screen on the SST.
11. A method, comprising:
providing executable instructions to a hardware processor from a non-transitory computer-readable storage medium causing the hardware processor to perform operations comprising:
aggregating activities and preferences of a consumer associated with consumer services occurring over multiple communication channels as an aggregated profile, wherein the activities are online activities previously performed by the consumer online over the multiple communication channels, wherein the multiple communication channels include consumer communications associated with emails, web applications, kiosks, mobile devices, point-of-sale devices, self-service terminals (SSTs), and automated teller machines (ATMs);
detecting the consumer engaged in a transaction at a SST, wherein the transaction is associated with a first consumer service for which the consumer has first activities and first preferences that are maintained in the aggregated profile as a first service consumer profile;
identifying a second service based on recent activities of the consumer associated with the aggregated profile and based on the transaction by a channel integration server;
causing the SST to provide an interface on the SST during the transaction between the consumer and the second service;
making the first preferences associated with the transaction accessible to the consumer using the aggregated profile during interactions between the consumer and the second service through the interface and processing an additional transaction between the consumer and the second service through the SST using a portion of the first service consumer profile, wherein the additional transaction is separate from the transaction at the SST, wherein the portion at least includes an account of the consumer being used for the transaction on the SST, wherein making further includes providing the portion of the first service consumer as an anonymous session cookie to the second service; and
proxying the interface supplied by the second service with an existing interface associated with the transaction occurring on the SST, wherein the interface produces presentations that are presented in a defined region representing an overlaid screen on a display of the SST where the consumer is performing the transaction with the SST, and wherein other screens having other presentations associated with the existing interface are available concurrently with the overlaid screen.
12. The method of claim 11 further comprising, processing the method as a proxy between the consumer engaged in the transaction at the SST and the second service through the interface.
13. The method of claim 11 further comprising, processing a payment method included in the first preferences and used for a first payment for the transaction by the consumer with the first service over an existing interface as a second payment for a second transaction of the consumer with the second service over the interface.
14. The method of claim 11 , wherein detecting further includes receiving a session identifier for a session of the transaction from the first service.
15. The method of claim 14 , wherein receiving the session identifier further includes generating an anonymous session identifier that is linked to the session identifier associated with the transaction at the SST.
16. The method of claim 15 , wherein identifying the second service further include providing the anonymous session identifier to the second service and providing consumer identifying information for the consumer that is provided by the first service.
17. The method of claim 16 , wherein causing further includes receiving the anonymous session identifier and the interface from the second service.
18. The method of claim 17 , wherein receiving the anonymous session identifier further includes causing the SST to present the interface within the overlaid screen on a display of the SST, wherein the overlaid screen is overlaid on an existing screen that is associated with an existing interface of the first service for the transaction between the consumer and the first service.
19. A system, comprising:
a server comprising a hardware processor and a non-transitory computer-readable storage medium;
the non-transitory computer-readable storage medium comprising executable instructions;
the executable instructions when provided to the hardware processor from the non-transitory computer-readable storage medium cause the hardware processor to perform operations comprising:
aggregating activities and preferences of a consumer associated with consumer services occurring over multiple communication channels as an aggregated profile, wherein the activities are online activities performed by the consumer online over the multiple communication channels, wherein the multiple communication channels include consumer communications associated with emails, web applications, kiosks, mobile devices, point-of-sale devices, self-service terminals (SSTs), and automated teller machines (ATMs);
detecting the consumer engaged in a transaction at a Self-Service Terminal (SST), wherein the transaction is associated with a first consumer service for which the consumer has first activities and first preferences that are maintained in the aggregated profile as a first service consumer profile;
identifying a second service based on recent activities of the consumer associated with the aggregated profile and based on the transaction by a channel integration server;
causing the SST to provide an interface on the SST during the transaction between the consumer and the second service;
making the first preferences associated with the transaction accessible to the consumer using the aggregated profile during interactions between the consumer and the second service through the interface and processing an additional transaction between the consumer and the service through the SST using a portion of the transaction, wherein the additional transaction is separate from the transaction at the SST, wherein the portion at least includes an account of the consumer being used for the transaction on the SST, wherein making further includes providing the portion of the aggregated profile as an anonymous session cookie to the second service; and
proxying the interface supplied by the second service with an existing interface associated with the transaction occurring on the SST, wherein the interface produces presentations that are presented in a defined region representing an overlaid screen on a display of the SST where the consumer is performing the transaction with the SST, and wherein other screens having other presentations associated with the existing interface are available concurrently with the overlaid screen.
20. The system of claim 19 , wherein the instructions corresponding to the causing further cause the hardware processor to perform additional operations comprising:
proxying the interactions on behalf of the consumer and the second service over an anonymous communication session.