Dialogue monitoring and communications system using artificial intelligence (AI) based analytics

A non-transitory computer-readable storage medium having an executable stored thereon, which when executed causes a processor to provide:

• a website user interface to:
• receive data associated with a customer-initiated event from a data source wherein the customer initiated event pertains to a transaction, wherein:
• the customer-initiated event comprises at least one of viewing a merchant webpage, clicking a link on a merchant webpage, interacting with a mobile application, interacting with a customer representative, posting on social media associated with a merchant, and responding to merchant marketing;
• and
• the data source comprises at least one of a web or online source, a mobile device or application, a call center, and a retail system;
• a visual interactive interface to:
• track a journey of a customer from a first communication channel to a second communication channel from a customer-centric perspective;
• and
• display a multimedia dashboard for user interaction;
• a customer segmentation subsystem to:
• identify a category type associated with the customer-initiated event;
• track the transaction through multiple stages that are indicative of a progress of the transaction,
• wherein the multiple stages include at least a start stage, an intermediate stage, and a closure stage that indicates an end for the transaction;
• identify a current stage associated with the customer-initiated event wherein the current stage for the customer initiated event is identified as one of the multiple stages characterizing the transaction;
• and
• calculate a metric using an artificial intelligence (AI) based technique based on the customer-initiated event, the identified category type, and the identified stage;
• and
• a customer retention subsystem to:
• generate a recommendation regarding a next step to be executed based on the metric and the current stage identified for the transaction, wherein the recommendation, which when acted upon, improves a customer journey and experience.

A method for providing dialogue monitoring and communications, comprising:

• receiving, at a processor in communication with one or more data stores and one or more servers of a network, data associated with a customer-initiated event from a data source wherein the customer initiated event pertains to a transaction;
• identifying a category type associated with the customer-initiated event;
• tracking the transaction through multiple stages that are indicative of a progress of the transaction,
• wherein the multiple stages include at least a start stage, an intermediate stage, and a closure stage that indicates an end for the transaction;
• identifying a current stage associated with the customer-initiated event wherein the current stage for the customer initiated event is identified as one of the multiple stages characterizing the transaction;
• calculating a metric using an artificial intelligence (AI) based technique based on the customer-initiated event, the identified category type, and the identified stage;
• generating a recommendation regarding a next step to be executed based on the metric and the current stage, wherein the recommendation, which when acted upon, improves a customer journey and experience;
• and
• transmitting, to a user device, at least one of the customer-initiated event, the category type, the current stage, the metric, and the recommendation in a dashboard.