Intelligently guiding a customer along a service engagement path using an ai/ml path guidance model

A computer system comprising:

• one or more information handling systems, wherein the one or more information handling systems include:
• a processor;
• a data bus coupled to the processor;
• and
• a non-transitory, computer-readable storage medium embodying computer program code, the non-transitory, computer-readable storage medium being coupled to the data bus;
• wherein the computer program code included in one or more of the information handling systems is executable by the processor of the information handling system so that the information handling system, alone or in combination with other information handling systems, executes operations comprising:
• determining a current location of a customer in a process interaction along a service engagement path;
• providing customer persona of the customer and current location of the customer along the service engagement path to an Artificial Intelligence/Machine Learning (AI/ML) path guidance model;
• receiving intelligent guidance data from the AI/ML path guidance model, wherein the intelligent guidance data corresponds to a suggested location along the service engagement path based on the customer persona and current location of the customer along the service engagement path;
• and
• directing the customer to the suggested location in the service engagement path.

A non-transitory, computer-readable storage medium embodying computer program code, the computer program code comprising computer executable instructions configured for:

• determining a current location of a customer in a process interaction along a service engagement path;
• providing customer persona of the customer and current location of the customer along the service engagement path to an Artificial Intelligence/Machine Learning (AI/ML) path guidance model;
• receiving intelligent guidance data from the AI/ML path guidance model, wherein the intelligent guidance data corresponds to a suggested location along the service engagement path based on the customer persona and current location of the customer along the service engagement path;
• and
• directing the customer to the suggested location in the service engagement path.