Method and system for dynamic visualization of a user journey for customer support

A system for dynamically visualizing a user experience, comprising:

• at least one processor and a memory, the memory storing instructions to cause the at least one processor to perform:
• tracking data indicative of an interaction and a journey taken by a customer and an agent through a mapping that identifies contextual insights and maps the contextual insights to associated visual elements, wherein the mapping comprises state mapping, path mapping, temporal mapping and deviance mapping;
• and
• selectively rendering a visualization of the interaction and the journey taken by the customer and the agent to aid in a faster resolution of an issue experienced by the customer, wherein the visualization comprises the associated visual elements.

A visualization system, comprising:

• a visualization framework comprising a core module, an interactivity module, and a mapping module, wherein the visualization framework that tracks data indicative of an interaction and a journey taken by a customer and an agent through a mapping facilitated by the mapping module, wherein the mapping identifies contextual insights and maps the contextual insights to associated visual elements, wherein the mapping comprises state mapping, path mapping, temporal mapping and deviance mapping, and selectively renders a visualization of the interaction and the journey taken by the customer and the agent to aid in a faster resolution of an issue experienced by the customer, wherein the visualization comprises the associated visual elements;
• a prediction engine that communicates bidirectionally with the visualization framework and which allows at least one of the customer and the agent to view predictions including at least one potential route based on the data indicative of the interaction and the journey taken by the customer and the agent, wherein the predictions generated by the prediction engine are rendered as visual elements by the visualization framework;
• a NLP (Natural Language Processing) engine operable to communicate bidirectionally with the visualization framework and which is utilized by multiple channels to interpret an inquiry by the customer, wherein content generated by the NLP engine is displayed in whole or as an abstraction by the visualization;
• a ASR (Automatic Speech Recognition) engine operable to communicate communicates bidirectionally with the visualization framework and which translates vocal utterances into a text format during the interactions comprising voice-based interactions and which provides contextual information as well as status updates reflected as visual elements within the journey;
• and
• a TTS (Text-to-Speech) engine operable to communicate bidirectionally with the visualization framework and which retrieves information from the data indicative of the interaction and the journey that is converted into vocal utterances for presentation to a user for narrowing down a service focus or dissemination to the customer with a goal of resolving the issue experienced by the customer.