| 摘要 |
Customer journey prediction and resolution is accomplished via a predictive model in which each user is mapped onto all available user journey information corresponding to a specific business. The predictive model is analyzed to understand the characteristics, preferences, and lowest effort resolution for the user related to the services that are subscribed to by the user. The predictive model is analyzed to predict the service or collection of services for each user. Embodiments interact with, provide and receive information from, and react to and/or deliver action to the customer across channels and across services. All customer and system behavior, data, and action is tracked and coordinated and leveraged for continuous feedback and performance improvement. |
| 主权项 |
1. A computer-implemented method of user journey prediction and guidance, comprising:
receiving, by a processor, input data from a user related to a specific service; predicting, by the processor, a journey to be taken by the user to obtain the specific service based on the input data; guiding, by the processor, the user through the journey using one or more online channels; tracking, by the processor, one or more actions performed by the user in response to the guidance; predicting, by the processor, an updated journey based on the one or more actions performed by the user; and guiding, by the processor, the user through the updated journey using the one or more online channels. |
