Customer journey prediction and recommendation systems and methods

A method comprising:

• determining that a user activity corresponding to a customer journey has been performed by a user interacting with an application or a website;
• determining that the user activity was accompanied by a technical issue that interfered with an ability of the user to access a functionality of the application or the website;
• tracking, based on the determining that the user activity was accompanied by the technical issue, subsequent digital interactions between the user and the application or the website as a rest of the customer journey;
• predicting a next user activity that the user will perform in the rest of the customer journey, wherein the next user activity is one of a plurality of potential next user activities for the rest of the customer journey;
• determining a first probability that the predicted next user activity will lead to an outcome for the rest of the customer journey that comprises a successful resolution of the technical issue;
• determining a second probability that an alternative user activity from the plurality of potential next user activities of the customer journey will lead to the outcome, wherein the alternative user activity involves an engagement of a chat bot;
• determining that the second probability is a threshold amount greater than the first probability;
• and
• based on the second probability being the threshold amount greater than the first probability, automatically launching the chat bot and attaching a query to the chat bot, wherein the query pertains to the technical issue.

A non-transitory machine-readable medium having instructions stored thereon, wherein the instructions are executable to cause a machine of a system to perform operations comprising:

• monitoring user activity for a user interacting with an application or a website;
• determining, based on the monitoring, that a user activity of the monitored user activity resulted in an inability of the user to access a specified functionality of the application or the website;
• predicting a next user activity that the user will perform as a part of potential digital interactions between the user and the application or the website subsequent to the inability of the user to access the specified functionality of the application or the website;
• determining a first probability that the predicted next user activity will lead to a specified outcome, wherein the specified outcome comprises an ability of the user to access the specified functionality of the application or the website;
• determining a second probability that an alternative user activity associated with a chat bot messenger will lead to the specified outcome;
• determining that the second probability is a threshold amount greater than the first probability;
• and
• based on the second probability being the threshold amount greater than the first probability, directing the user to the alternative user activity at least in part by automatically launching the chat bot messenger via the application or the website and including, in the automatically launched chat bot messenger, content associated with the specified functionality of the application or the website.