Customer journey prediction and resolution
Assignee[24]7.ai, Inc.
InventorsAndrew Chang, Pallipuram V. Kannan
Life of this patent
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Abstract
Customer journey prediction and resolution is accomplished via a predictive model in which each user is mapped onto all available user journey information corresponding to a specific business. The predictive model is analyzed to understand the characteristics, preferences, and lowest effort resolution for the user related to the services that are subscribed to by the user. The predictive model is analyzed to predict the service or collection of services for each user. Embodiments interact with, provide and receive information from, and react to and/or deliver action to the customer across channels and across services. All customer and system behavior, data, and action is tracked and coordinated and leveraged for continuous feedback and performance improvement.
Claims20
A computer-implemented method of user journey prediction and guidance, comprising:
- receiving, by a processor, input data from a user related to a specific service;
- predicting, by the processor, a customer journey to be taken by the user to obtain the specific service based on the input data;
- wherein the customer journey includes one or more predicted customer goals and a dynamic decision and action tree related to customer engagement with a brand, wherein the dynamic decision and action tree defines a sequence of actions by the customer in a path through one or more online channels that will lead the customer to achieve the one or more predicted customer goals;
- guiding, by the processor, the user through the customer journey using one or more online channels;
- tracking, by the processor, one or more actions performed by the user in response to the guidance;
- predicting, by the processor, an updated customer journey by adjusting the dynamic decision and action tree based on the one or more actions performed by the user;
- and
- guiding, by the processor, the user through the updated customer journey using the one or more online channels.
A apparatus for customer journey prediction and guidance, comprising:
- at least one processor and at least one memory including computer program code, the at least one memory and the computer program code configured to cause the apparatus to perform a method, the method comprising:
- receiving input data from a user device of a user related to a specific service;
- predicting a customer journey to be taken by the user to obtain the specific service based on the input data;
- wherein the customer journey includes one or more predicted customer goals and a dynamic decision and action tree related to customer engagement with a brand, wherein the dynamic decision and action tree defines a sequence of actions by the customer in a path through one or more online channels that will lead the customer to achieve the one or more predicted customer goals;
- guiding the user through the customer journey using one or more online channels;
- tracking one or more steps performed by the user in response to the guidance;
- predicting an updated customer journey by adjusting the dynamic decision and action tree based on the one or more steps performed by the user;
- and
- guiding the user through the updated customer journey using the one or more online channels.
A non-transitory computer-readable storage medium having stored thereon instructions which when executed by one or more processors perform a method of customer journey prediction and guidance, the method comprising:
- receiving input data from a user related to a specific service;
- predicting a customer journey to be taken by the user to obtain the specific service based on the input data;
- wherein the customer journey includes one or more predicted customer goals and a dynamic decision and action tree related to customer engagement with a brand, wherein the dynamic decision and action tree defines a sequence of actions by the customer in a path through one or more online channels that will lead the customer to achieve the one or more predicted customer goals;
- guiding the user through the journey using one or more online channels;
- tracking one or more actions performed by the user in response to the guidance;
- predicting an updated customer journey by adjusting the dynamic decision and action tree based on the one or more actions performed by the user;
- and
- guiding the user through the updated customer journey using the one or more online channels.
Dependencies are inferred from the claim text.