Systems and methods for determining optimum customer routing path

A device, comprising:

• one or more processors configured to:
• obtain client activity data indicating a client activity associated with a client account;
• determine a plurality of predictive level scores corresponding to a plurality of predictive level options associated with the client activity;
• transmit, to a client device associated with the client account, predictive level option data indicating a selected predictive level option, of the plurality of predictive level options, having a highest predictive level score of the plurality of predictive level scores;
• receive, from the client device, a client query based on the selected predictive level option;
• determine a plurality of intent level scores corresponding to a plurality of intent level options associated with the client query;
• identify a selected intent level option, of the plurality of intent level options, having a highest intent level score of the plurality of intent level scores;
• and
• perform or initiate one or more client experiences associated with the selected intent level option,
• wherein one or more of the plurality of predictive level scores or the plurality of intent level scores are determined based on historical data associated with a plurality of combinations of client activities, predictive level options, client queries, intent level options, client experiences, and success scores associated with the plurality of combinations.

A non-transitory computer-readable medium storing a set of instructions, the set of instructions comprising:

• one or more instructions that, when executed by one or more processors of a device, cause the device to:
• obtain client activity data indicating a client activity associated with a client account;
• determine a plurality of predictive level scores corresponding to a plurality of predictive level options associated with the client activity;
• transmit, to a client device associated with the client account, predictive level option data indicating a selected predictive level option, of the plurality of predictive level options, having a highest predictive level score of the plurality of predictive level scores;
• receive, from the client device, a client query based on the selected predictive level option;
• determine a plurality of intent level scores corresponding to a plurality of intent level options associated with the client query;
• identify a selected intent level option, of the plurality of intent level options, having a highest intent level score of the plurality of intent level scores;
• and
• perform or initiate one or more client experiences associated with a selected intent level option,
• wherein one or more of the plurality of predictive level scores or the plurality of intent level scores are determined based on historical data associated with a plurality of combinations of client activities, predictive level options, client queries, intent level options, client experiences, and success scores associated with the plurality of combinations.